Contributor I

Sonos One dead (cannot power up).

Forum|Forum|6 years ago
October 5, 2020
76 replies
39146 views

i just had one of my Sonos One, less than 2 years old, die on me over the weekend. it doesn’t power up at all. it’s not the power cable as the cable works with another unit i have.

what should i do?

and fortunate / unfortunate timing, as i was looking to buy a few more units - need to relook options.

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Pinned Reply By Paul A

Hi @RF7.

Welcome to the Sonos community and thanks for bringing this to our attention. I understand the situation you’re in. Having a device that suddenly not work and not power on is not a good experience to have. Let us help you out.

As what @Airgetlam has mentioned, It is in your best interest to call our technical support team to conduct a more in-depth troubleshooting step or possible product replacement. I would also like to suggest the following basic troubleshooting step that might help out.

Can we unplug the power cord from the power outlet and from the Sonos One and plug it back after 10-15 seconds. We just want to make sure everything fits snuggly.
If the Sonos One is plugged into a power strip and not a power outlet, can we bypass the power strip and plug it into a power outlet and check if the Sonos One would get any light indications at all?
If the Sonos One is plugged into a power outlet, can we check by either plugging another device (that works) on the same power outlet that the Sonos One is plugged into to make sure that there is power supplied on that power outlet?
Can we try also plugging the One into a different power outlet and check if we have any improvements?

If after following the above recommendations and still we have no signs of activity on the Sonos One, I would then try contacting our technical support team for more in-depth troubleshooting steps or possible product replacement.

I hope this helps.

Please let us know if you still have further questions or concerns. We are always here to help.

Thanks,

Show previous replies

buzz

I don’t know the sales figures, but it’s at least many, many tens of thousands, probably hundreds of thousands have been sold, yet very few users have come here to report failures. Of course I can’t know if users with failed units simply don’t come here, for some reason a number of prone to fail units have arrived at your doorstep, or there is something about your installation that damages the units.

K

KD123456

Lyricist II

I appreciate the input and ideas.

I have actually spent a considerable of time checking in monitoring the voltage in my house. I have a solid 115-120 V on both legs. I have them connected wirelessly, so there’s no ESD source there. They are all plugged into different rooms in my house on different circuits. I’ve even took a thermal camera and checked all the connections in my electrical panel and the connections outside of my house to look for heat indicating loose connections and there were none.

Could be that I bought all of those units at the same time from Costco so maybe they’re all the same bad batch and replacements they keep sending are refurbished which are probably recondition failed units so they’re just failing again.

I have seen batches of electronics from reputable companies go bad. A lab I worked and I had 10 of 20 Samsung monitors fail that we bought all at the same time just after about a year, we opened them up and it was bad capacitors in the power supply. In the same lab we also had batches of Toshiba, hard drives all go bad about the same time.

other people in this thread have had multiple speakers fail, and then people just jump on, and say mine didn’t fail so you must be doing something wrong, and that’s just not a logical conclusion to me

edit: I also just wanted to explicitly add Sonos has warranted and replaced every single one of my failed speakers so as a company they are doing the right thing. it would be nice if they sent me a new unit instead of refurbished ones, but I can’t complain too much about that I guess.

I do worry a little bit at some point these things are going to fail outside of warranty, but then I guess at that point I’ll take it apart and find out what’s actually going wrong with it.

buzz

You can go to Settings → System → About My System and check the hardware versions. We have no idea what is different with the various builds.

Stanley_4

Grand Maestro

Collect all your serial numbers and approach Sonos Support with your bad batch idea and see if they can see any possibility there.

K

KD123456

Lyricist II

I would need the hardware versions of the devices i returned not the ones I have … the ones I have aren’t failed so hopefully not from the bad batch…? I suppose only sonos has that data now.

Ken_Griffiths

I would need the hardware versions of the devices i returned not the ones I have … the ones I have aren’t failed so hopefully not from the bad batch…? I suppose only sonos has that data now.

They are likely still listed in your online Sonos Account, if you’re using the same account… maybe try here:

https://www.sonos.com/en-us/myaccount/system/households/devices

K

KD123456

Lyricist II

Good idea/information.

I looked in my account and I see 7 devices that are not in my current system. I presume these are the returned devices. 5 of the 7 have serial numbers that start with: 48A6B8 and the other two are unique: 542A1B and F0F6C1.

seems the majority are the same “batch” maybe the other 2 were refurbs? No idea …

Ken_Griffiths

The two One SL’s here begin ‘48-A6-B8….’