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Jeff Y
Contributor I
October 31, 2020

Sonos Speakers Suddenly Stopped Playing

  • October 31, 2020
  • 19 replies
  • 2648 views

I had hoped to get support directly from Sonos Customer Support, but it does not appear they are taking calls right now, likely due to some customer support Armageddon event like the one I am experiencing.

Two days ago, my speakers have just stopped working. When I attempt to hit play, I see the error message: “Unable to play … Unable to Connect to XYZ”, the app flashes (reloads), and basically gives me a big FU. In the error logs, I am seeing errors such as this: “10/31/20, 11:23 AM
Unable to play 'KPCC' - unable to connect to TuneIn.” It doesn't appear to matter what I attempt to stream or playback.

The speakers are connected to my Wifi AP with excellent signal strength, the internet is working fine, and no recent configuration changes have been made on any of my network gear. I tried rebooting all of the systems, but not reset them, unaware of what data I might be losing if I do. I am pretty network and systems savvy but there is just no easy way to diagnose these black boxes. I suspect a recent software update might have bricked these devices. 

Does anyone else have similar stories to share? If not, do you know what phone number I can use to call in? It’s really annoying that Sonos Support isn’t even providing that information, regardless of how busy they might be.

 

Here is my Diagnostic Code: 665523793

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    19 replies

    Show previous replies
    Jeff YAuthor
    Contributor I
    November 3, 2020

    Thank you Ken for sending that over. I have made the changes to the 2.4Ghz radio you suggested. How do I switch the Sonos system between SSIDs? Is there a way to force it over to a particular WLAN? And even with those changes, can the WLAN remain dual-band?

    Ken_Griffiths
    Ken_Griffiths
    November 3, 2020

    Thank you Ken for sending that over. I have made the changes to the 2.4Ghz radio you suggested. How do I switch the Sonos system between SSIDs? Is there a way to force it over to a particular WLAN? And even with those changes, can the WLAN remain dual-band?

    If you choose to wire a Sonos device, then your system will switchover to SonosNet - the signal & credentials are hidden/inaccessible, but you can see that your devices are running on SonosNet by going to ‘Settings/System/About My Sonos’ where the Wireless Mode will be shown as zero next to each device in the list - just look for WM:0 - note that a Sonos ‘Move’ speaker does not support SonosNet mode.

     

    WM:1 (or WM:2) applies to devices running on your routers 2.4ghz WiFi signal.
     

    As long as your routers WiFi bands are not ‘isolated’ from each other, or the LAN, then your Sonos controller device, or any local storage devices (NAS boxes/PC local music library etc.) are fine to run on either your 2.4ghz, or 5ghz band. They just need to all be on the same subnet.

     

    Jeff YAuthor
    Contributor I
    November 4, 2020

    I want to keep everything wireless since I have good reach with my wifi network. I don’t want to purchase a boost but I plan on purchasing another speaker for my garage, maybe not immediately.

    I have two different WLANs. Is there some way inside of the Sonos App too choose a specific WLAN?

    Ken_Griffiths
    Ken_Griffiths
    November 4, 2020

    Yes, you can change WiFi network.. see this link:

    https://support.sonos.com/s/article/1061

     

    Ken_Griffiths
    Ken_Griffiths
    November 4, 2020

    Jeff Y,

    I would goto ‘Settings/System/Network/Networks’ in the Sonos App to see which WiFi network is currently in use.

     

    To change WiFi, (if necessary) I would first choose to temporarily wire a single Sonos device to the LAN, then goto ‘Settings/System/Network/Wireless Setup’ and follow the onscreen instructions to install the new WiFi credentials.

     

    Once you have installed the new WiFi settings in the App, you can remove the old WiFi settings in  ‘Settings/System/Network/Networks’ as these are no longer required and then un-cable the Sonos device and all should then run on your new WiFi network.

     

    Ensure your Sonos mobile controller devices are switched to the new WiFi network too.. if the mobiles controller device auto-connects to the ‘other previous’ WiFi signal you may well lose sight/control of your Sonos system, so you may want to remove that previous WiFi network from your mobile ‘network connection’ settings too.

    HTH

    Jeff YAuthor
    Contributor I
    November 4, 2020

    Hi Ken, does it matter which speaker I connect to my LAN (example my Gen 1 Sonos One)?

    Ken_Griffiths
    Ken_Griffiths
    November 4, 2020

    Hi Ken, does it matter which speaker I connect to my LAN (example my Gen 1 Sonos One)?

    That speaker is ideal to use as the wired device. 

    Jeff YAuthor
    Contributor I
    December 5, 2020

    Apologies, I got pulled away from doing further testing and have been limping along, but the situation has gotten worse. Now my wife cannot open her Sonos App as it cannot find the network, and only one or two station works for me.

    How am I able to get phone support at this time? Is it available over the weekend?

    Thanks

    Jeff

    Rowena B.
    Rowena B.
    Retired Sonos Staff
    December 5, 2020

    Hi @Jeff Y, thank you for your response and for updating us. Our phone support team is closed on weekends. You can reach our Sonos Customer Care during weekdays, 10 am - 7 pm EST, Monday - Friday. You can also get in touch with our Sonos Chat support. Select your country on the dropdown and you can start chatting with our technical support to assist you. Please feel free to reach out in the future if you have any other questions.

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