Contributor II

Answered

Sonos system appears to be offline

Forum|Forum|10 months ago
November 24, 2025
7 replies
218 views

Very weird scenario. I can’t remove or reauthorize any of my music content services. When I try and disconnect the service Sonos tells me it was unable to disconnect and there was an error please try again. When I try and add/reauthorize account because I can’t disconnect same answer it goes to app login page for Sirius xm and Spotify and tells me there was an issue reauthorizing the account. I call Sonos support and I can’t even run and submit a diagnostic to Sonos. It times out and says there was an error submitting diagnostics. I log in on the web browser through my desktop and all my speakers are offline. Super weird because my app shows all of them active. I can start Spotify only through the Spotify app not through Sonos and I can control the volume of each device from the Sonos app. I can also unpair groups and re add speakers through the app so obviously the system is working and responsive just appears to be an issue though the app and the browser. I’ve uninstalled and reinstalled Sonos app. WiFi network is same and not changed. Checked for updates everything is current. I’m at a loss here on how to get my Sirius reauthorized and my system to show up on the web browser and run a diagnostic.

This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.

Best answer by hantzum

Okay I was able to get it fixed. After adding the UDP and TCP port extensions a hard reboot of all 14 of my speakers and boost where required. The most recent firmware update for my router Netgear RAX120 blocked the UDP and TCP ports. For future reference of anyone having these problems a quick google search of this thread will help.

TCP port numbers both internal and external need to be a custom rule and added to your router:

445, 3445, 1400, 1410, 1443, 1843, 3400, 3401, 3500, 4070, 4444

UDP port numbers both internal and external need to be a custom rule and added to your router:

136-139, 1901, 2869, 10243, 10280-10284, 5353, 6969

After adding the custom rule hit apply and do a hard reboot on your router and all speakers for the port change to take effect. This one worked for me. Hope this helps.

Thanks for your feedback on the ports Airgetlam.

Airgetlam

That certainly suggests some sort of port blocking issues, which are allowing some outbound things, while others are blocked. It could be a VPN, Virus Protection, Work Profiles, or other issues. I’d have thought when you called in, they would have checked for those. What OS are you running?

Bruce

H

hantzumAuthor

Contributor II

Hey thanks. OS is latest IOS for application on my iPhone. The Sonos is s2 and updated all the way. I’m in the nighthawk admin setting and everything is showing to be allowed through multiple ports.

Airgetlam

Hmmm. No other port blocking possibilities? VPNs, work profiles for your phone, etc? Virus protection, possibly provided by your ISP?

Have you tried on a desktop, instead of the iPhone? Or possibly a different iPhone? Or Android device?

There’s something blocking the ability of the speakers in reaching out…I’m not able to look at the hard date (the diagnostic that you can’t run anyway).

Bruce

H

hantzumAuthor

Contributor II

No I went in through my router and opened all UDP and TVP ports with a custom rule for Sonos specifically found on their website. Windows defender is the only anti virus app I use and it’s allowing Sonos. Desktop app shows everything is disconnected. My wife’s phone and iPad do the exact same as my iPhone does. However with my wife’s phone she can’t start any music from her Spotify app where I can.

Airgetlam

Interesting. We’re in an area where I’m no expert, I keep hoping someone with more understanding will jump in. I’d certainly, at least temporarily, as a test, turn off windows defender completely, to see if this makes a difference. I’m not experiencing this issue with S2, and iOS, so it’s a little hard for me to tell what’s going in. But the facts, as I know them, is that Sonos rewrites diagnostics to a Sonos server somewhere, for the employees to read when you call in. And that the controller on your iOS phone isn’t doing anything (essentially) other than talking to your ‘system’ on the speakers. You use it to tell the Sonos system what to do. The fact that the Sonos speakers can’t reach either the Sonos server for the diagnostic, or the various account servers (not owned by Sonos) suggests there’s something blocking them from reaching out.

Honestly, I’d be tempted to call back to Sonos Support to discuss it. And if I didn’t get an answer that made sense, I’d be tempted to ask for ‘level 2’, whatever that is, and see if there’s someone else that has an better understanding of networking to work with you. It is super hard to diagnose from outside, unfortunately.

Oh, I’d be tempted to double check in the nighthawk app for updates to your Netgear router, too.

Bruce

H

hantzumAuthorAnswer

Contributor II

Okay I was able to get it fixed. After adding the UDP and TCP port extensions a hard reboot of all 14 of my speakers and boost where required. The most recent firmware update for my router Netgear RAX120 blocked the UDP and TCP ports. For future reference of anyone having these problems a quick google search of this thread will help.

TCP port numbers both internal and external need to be a custom rule and added to your router:

445, 3445, 1400, 1410, 1443, 1843, 3400, 3401, 3500, 4070, 4444

UDP port numbers both internal and external need to be a custom rule and added to your router:

136-139, 1901, 2869, 10243, 10280-10284, 5353, 6969

After adding the custom rule hit apply and do a hard reboot on your router and all speakers for the port change to take effect. This one worked for me. Hope this helps.

Thanks for your feedback on the ports Airgetlam.

Airgetlam

Delighted you were able to figure it out! Thanks for posting the answers you found, too.

Bruce

Sign up

Login to the community