Is it brand new or second hand?

What happens when you try to sign in?

Hi ​@NRFvancouver

Welcome to the Sonos Community!

Sorry to hear of this issue you are having with being told to sign in to the app as the system owner.

Please be aware that you can sign in to any Sonos app on any Sonos system with any Sonos account - only when you sign in with the account to which the system is registered will you no longer see that prompt.

The email address with which you are signing in to the forum here is not the account to which your speaker is registered. There are no speakers registered to that address at all.

Please either find the correct email address to use, or sign out (User icon » Sign out) and then transfer the system to the email you are using here (Settings icon » General Settings » Transfer System Ownership).

I hope this helps.

So how did my system get registered to another account when I’ve setup only one at the Sonos website. This is a new out-of-the-box Arc Ultra purchased from Amazon. I use a different email address at Amazon so I tried logging in with that. I clicked on the forgot password but got no reply from Sonos. So I assume there is no account using the second email account.

Was it actually new or possibly a reboxed return?

Was it in the Factory Reset state when you got it?

I am confident the soundbar was brand new. The packaging was particularly impressive since it provided major protection against damage in shipping. Once taken from the box, it showed no signs of having been touched by another consumer. I tried doing a factory reset. When I use the iPhone app and log in to Sonos, the app tells me I must sign in as the system owner. I went through the transfer ownership routine. The App says, “Sign in to the Sonos account associated wih your system.” But I have no idea of what account it is associated with.

I set up a second Sonos account and retried the transfer ownership process hoping to associate with the new account. Did another factory reset. No luck. I sign into the new account get told again that I must sign in as the system owner.

Sonos marketing material makes setup sound like a breeze, doable in a moment or two. I’ve now wasted several hours and think it’s time to return to the device to Amazon.

I'd try  calling Sonos support if at all possible, something is very wrong.

You might want to take a photo of the serial number, it can be hard to see while on your phone.

Hi ​@NRFvancouver 

I don’t have an answer to that - possibly a typo?

I agree with ​@Stanley_4 - I recommend you get in touch with our technical support team who have tools at their disposal that will allow them to give you advice specific to your Sonos system and what it reports.

I hope this helps.