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HarvE
Trending Lyricist I
April 12, 2021
Answered

Sonos is playing but no sound from any source

  • April 12, 2021
  • 32 replies
  • 17339 views

Sonos is playing, but none of my components is playing any sound. This includes my various speakers and my Port.  Tried regrouping, made sure system was up to date, everything.  Nothing works. Also tried different sources - my library, stations. In all cases, Sonos claims it is playing, but no sound.

And Sonos support is almost non-existent. I have been waiting for almost half an hour for a live agent on chat.

What happened to Sonos? Why has it become so unreliable?

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Best answer by Xander P

Hi @HarvE, sorry to hear you’re having such trouble getting through to an agent on chat, it does look like it’s been a bit busy today.

Is there any difference in the status LED between the speakers which do play, and the speakers that don’t? I had a quick peek at a recent diagnostic from your system and a few of the devices were showing as being muted - if this is the case then they should have a green status LED.

Edit: Saw the most recent response after posting.

Glad to hear you’ve got the issue sorted out, however you certainly shouldn’t be having problems like this regularly, and it may still be worth getting in touch with the Support Team to take a closer look, and try to identify the underlying cause.

32 replies

John B
April 12, 2021

Hi. It hasn't become unreliable. There will be an explanation that is specific to your network and system. 

Please can you confirm that when the speakers are ungrouped and you try to play to them individually, none produces sound?

The speakers are not muted?

 

HarvEAuthor
Trending Lyricist I
April 12, 2021

Yes, the speakers are not muted. Yes, I ungrouped them and tried individually. An update: it plays on two of the components - Move and One. It still does not play on any other component, grouped or ungrouped.

Regarding Sonos unreliability - I am a long time Sonos owner, and I can only tell you about my experience, which is increasing frequency of anomalous behaviors over time, and the decrease in the quality of support. I waited for 30 minutes for a live agent on chat and gave up.

HarvEAuthor
Trending Lyricist I
April 12, 2021

And regarding my network - I have an eero Pro 6 home network, and none of the other devices attached have any problems ever. 

John B
April 12, 2021

And regarding my network - I have an eero Pro 6 home network, and none of the other devices attached have any problems ever. 

And how many of your otber devices belong to systems that require constant communication between numerous devices? I am not suggesting that there is anything faulty with your network, just that there may be something in the way that Sonos and your network interact that is creating a problem. 

Is the Eero a mesh system?

Do you have a Sonos device wired to your network or is everything on WiFi?

HarvEAuthor
Trending Lyricist I
April 12, 2021

Eero is a mesh system. My entire Sonos system is on it, and it works well until it randomly does not.

I am now waiting for 30 minutes on chat for a live agent for the second time

 

    HarvEAuthor
    Trending Lyricist I
    April 12, 2021

    BTW I have also set up a separate Sonos network using a Boost, but that was also unreliable.

    John B
    April 12, 2021

    It isn't random. The solution to your problem will probably be to wire a Sonos device to your network so as to trigger SonosNet.  That is usually the most robust way to run Sonos with a mesh.

    I could have helped you to resolve this issue but I shall now leave you in the capable hands of Sonos Support. 

    HarvEAuthor
    Trending Lyricist I
    April 12, 2021

    What capable hands? I am waiting for the third time for a live agent on chat.

    HarvEAuthor
    Trending Lyricist I
    April 12, 2021

    And I have tried a SonosNet before, and still had problems - in fact, even more. This led me to upgrade my home Wi-Fi to a Eero Pro 6 mesh and put Sonos on that instead 

      John B
      April 12, 2021

      Good luck.

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