Contributor I

Question

Moved - Now I cannot add Sonos Devices - Says Login as System Owner... I am!

Forum|Forum|2 years ago
May 13, 2024
108 replies
38497 views

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I moved and now I cannot access any of my devices. When I hard reset them to add them it says I have to do a software update but I have to sign in as the system owner. I am the system owner?! This has been a very frustrating experience and based on messaged I have found online no one has an answer. Not sure why such a hefty price tag if the app is so difficult, especially for moving to a new house.

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L

Lizl

Lyricist I

Same problem. Seriously annoying. Can’t use my speakers at all at this point.

M

Michael21kg

Lyricist II

Same problem. Seriously annoying. Can’t use my speakers at all at this point.

Seriously, try the windows app. I’m telling you, I was ready to throw these things out. We’re good to go now.

and to all others… clearly this is an app issue. I do believe it’ll be resolved soon if you don’t want to fiddle with the windows app. But it was 5 mins of my time to solve 2 weeks of heartache

T

Tobisc

Lyricist I

The chat support is clearly not working, one persons fobbed me off with an unworkable solution and asked me to log off.

After a third attempt to get a chat help, waiting for 40 min, i was connected to William. He got the case ID and then said „allow me to help“ , and then disconnected me !

This is incredible! I have about $2000 worth of bricked Sonos products sitting here.

N

NIKPDX

Lyricist I

Seriously, try the windows app. I’m telling you, I was ready to throw these things out. We’re good to go now.

and to all others… clearly this is an app issue. I do believe it’ll be resolved soon if you don’t want to fiddle with the windows app. But it was 5 mins of my time to solve 2 weeks of heartache

I have tried the web app on a windows PC - does not find the system. I downloaded the Windows app - it does offer any method to log device into Wifi or set up a new device.

T

Tobisc

Lyricist I

I eventually got it to work on the iOS APP, but no idea why. Was spending ages getting through to chat people, but they proved useless in the end.

Admitted a „known issue“ , but no further details. Complete mess .

H

helpneeded99

Lyricist I

same issue - tried to get my Moves reconnected to a wifi network, then was asked to update software, then tried to login - then repeatedly received message: “the system owner must be logged in. Please log out and have the owner login.”. I am the owner and using the same email address and password. just gives me the same message over and over again on app.

On line chat was not helpful at all….

Sonos or community, please respond ahd support your customers

V

Vinny65

Lyricist I

I saw others able to resolve this issue by following these steps

Uninstall Sonos App
Go to your default browser in phone and try logging out from sonos.com
Reboot phone
Unplug all speakers
Factory reset one speaker and keep other unplug for now
Install sonos app
set up new system with the one you’ve factory reset
Try to add remaining speakers one by one

It may or may not work with you but there’s a chance at the very least

This worked for me, but added a step between 6 and 7, which is to login to the app after reinstall, and before trying to add the speaker. Thanks Tsumaa !! :)

S

Steve246810

Lyricist I

Same exact issue. Wtf Sonos? You all didn’t have the foresight that people move homes? Paid all this money for your useless products, really regretting it now.

I feel you, so frustrating. At this stage I feel like I’m going to throw this speaker out the window and go get a HomePod or something. Smh.

J

jerseyshawn

Lyricist I

***********SOLUTION***********

Go in order:

delete the app entirely (and all other apps) on phone/tablet
reset phone
reset router
download sonos app
factory reset sonos product
open sonos app and signin to account
add sonos product as new setup with existing/new wifi connection

repeat step 5 and 7 (not including 6) if you have multiple products.

reset my phone? JFC - fix this trash app SONOS!

A

afciv

Lyricist I

I agree with Minuteman -- I downloaded the Windows app and was able to log in and “Check for Updates” the update will pop up and I was able to install from my Windows machine and it worked to get the Sonos updated and my phone app now works and dont’ have to use the windows app at all anymore. Annoying, but it worked.

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