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bmonkman
Contributor I
Apr 21, 2017 4:39 PM UTC
Question

Sonos Favorites have disappeared and unable to add

A week or so ago my Sonos Favorites disappeared and I am unable to add anything. Can anyone suggest what I can do to troubleshoot this? I have the Android app and a Play:1.
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    7 replies

    John B
    Apr 21, 2017 5:06 PM UTC
    Check in About my Sonos System. Are your controller and speaker on the same software version? If not you need to update.
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    bmonkmanAuthor
    Contributor I
    Apr 22, 2017 3:00 PM UTC
    The Controller is version 7.2 (build 35339102) and the Play:1 is version 7.2 (build 35339010). I checked for updates and it said "Your Sonos system is up to date.".
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    John B
    Apr 22, 2017 4:10 PM UTC
    Missing options are often caused by mismatched versions.... but apparently not here
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    bmonkmanAuthor
    Contributor I
    Apr 22, 2017 5:20 PM UTC
    So.....?? Thoughts? Perhaps contacting Support when they open on Monday is my only viable option?
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    Jeff S
    Jeff S
    Retired Sonos Staff
    Apr 24, 2017 6:23 PM UTC
    A week or so ago my Sonos Favorites disappeared and I am unable to add anything. Can anyone suggest what I can do to troubleshoot this? I have the Android app and a Play:1.

    Hi bmonkman,

    Please submit a diagnostic report from your Sonos app then reply with the confirmation number, I'll take a look for you.
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    bmonkmanAuthor
    Contributor I
    Apr 27, 2017 7:46 PM UTC
    Hi Jeff,

    Sorry it took me a while to reply.

    The diagnostic report number is 7338731.

    Thanks - Brian
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    Jeff S
    Jeff S
    Retired Sonos Staff
    Apr 27, 2017 8:00 PM UTC
    Hi Jeff,

    Sorry it took me a while to reply.

    The diagnostic report number is 7338731.

    Thanks - Brian

    I'm not seeing any errors or obvious reasons for the issue with your favorites. It would be best to have our phone team take a deeper look. Please give us a call and reference case number: 170427-001326. Our phone number and hours can be found here.
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