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Get help and assistance with your Sonos system

Having trouble with your Sonos system in any way? Ask your questions here, and receive answers from other Sonos owners. The more detail you can provide, the better.

27549 Topics
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Ron PContributor I
asked in Advanced setups
Sonos Move WiFi range

I’m adding the Move to my Sonos collection.  Does the Move have any WiFi range limitations?  I.e. If my phone can connect to my 2.4G WiFi network 400 ft away, can I expect the Move to reliably connect to the same WiFi network?

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buzz
3 years ago
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Dcgman#1Headliner I
asked in Portable speakers
Port/Boost on the way

I just received my Move today. All set up and playing. Sounds great. I have both Port & Boost coming next week. Question. All my Sonos is on my wifi router. When I get my Port and Boost should connect my Port first before connecting my Boost? Is there a certain procedure to connect Boost when all of the Sonos are already on a router wifi? 

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Airgetlam
3 years ago
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Gauravsharma.SydContributor I
posted in Home theater
Wifi stopped working immediately.

I recently bought sonos Arc and two Sonos one with microphone. When I connected the setup after sometime my wifi stopped working and I have no internet since then, yesterday.  I am using Netgear Night Hawk D7800 and not sure what’s the problem. My internet had no trouble what so ever before connecting this full setup. I have a feeling that Sonos wifi connection is interfering with the wifi signal and causing the problem. Can someone help. Thanks. 

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G
3 years ago
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deejcukContributor I
asked in Home theater
PLAYBAR will not connect to DrayTek router

so i swapped out my bt homehub 5a with OpenWRT for a draytek 2762ac, i enabled 5G and 2.4G, on the 2.4G channels i kept the SSID the same name, i kept the password the same.i messed about for ages trying to move it to the new wifi, i reset it, reset the app, many times, each time it connects and tells me that its all setup but then never shows in the appi see it has a DHCP IP address, my phone is on the same network during the setup etc.any ideas ? i spoke with support chat they told me to remove band steerring etc, enable upnp (nope) and a few other things that the router seemed to have set already but the weird thing is that it seems connected as i see it in the arp table and dhcp table but the app never sees it, the app (IOS) has full network access.i am lucky in that i can connect it via an ethernet cable but even though i can im not sure why it would suddenly stop working on wifi 

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Annazel S
3 years ago
Sk8aflyRod
Sk8aflyRodContributor II
asked in Components and Architectural
Maybe I’m not cut out to own Sonos - so many connectivity challenges

I own a Playbase, Soundbar, Sonos One, three Play:1, two Connects and I live in a 1,500 SF house with an Eero mesh network. I struggle all the time to have them work. I spent two hours yesterday had them all connected and then unplugged a Play:1 to move it; plugged it back in a three speakers dropped. This morning I only have two showing up again. I go through the “Find as missing product” and push the Play + Plus and it’ll flash orange until the “Searching for Product” finishes and then the blinking orange goes Solid white and the prompt is asking for Flashing Orange. I try connecting The speaker I work mainly through my phone for setups. I hook a speaker straight to the router and it won’t notice it (them). I try Altenrnative Set Ups as directed, nothing. I try the set up a Sonos WiFi when prompted to do so and it doesn’t appear in my Networks. I try a complete reset not the speakers and it’ll see the speaker but won’t allow it to set up; says it can’t connect. I’m so frustrated; I’v

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Sk8aflyRod
3 years ago
J
jb1888Contributor I
posted in Components and Architectural
Sonos keeps cutting out (white status light)

Having problems with my Sonos System, multiple times a day, it will reboot (knocks off all Sonos devices). I have a Sonos boost connected. Diagnostics Number: 1284781800.

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Simon B
3 years ago
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JohnT-in-UKContributor I
asked in Components and Architectural
No TV sound! HDMI ARC to Samsung Frame 2019 Smart TV

After moving my TV I now connect from Sonos AMP to a 2019 Samsung The Frame via a fibre optic hybrid HDMI 2.0 18GBS cable. I cannot get any sound via the AMP (which is also connected to a Sonos Sub and 2 x Play:1s). Stuck with the TV’s speakers, which is a downer. Speakers all work for music.The Sonos happily sets up the speakers via HDMI ARC, you get the success tone through the speakers every time. But the TV (while set to output via the Sonos) is silent. Every 3rd or 4th time you do the Sonos TV setup, you get TV sound through the speakers for 3 or 4 seconds…. until you get the success tone, after which it is back to silence! Any suggestions please? I’ve restarted and replugged all this 100 times now and am tearing my hair out.

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Rowena B.
3 years ago
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SammytContributor I
asked in Controllers and Music services
Music service skipping after a period of time doesn't recover, unless paused

Diagnostic number: 882209052Hi i have been having this issue ever since i purchased this system... i haven't tried it on all music services (which i will do) but the testing i have been doing is on streaming iHeart Radio. It seems that after a period of time the speaker or group of speakers starts to loose the stream and skips, it gets worse once it starts and doesnt recover. if i stop and start the group of speakers it works for a while ~1hr, then starts skipping again. I have replaced the router, switches and access points and this still happens. One test i've done is to split the group of speakers into two with each group having a hardwired set of speakers, this has proved that it's not the wifi as these speakers suffer the same issue. I have also started the second group of speakers after the first lot start exhibiting the issue and they work fine with the same service as the first set continue skipping. i will continue testing but would appreciate any suggestions on fixing this.  

621
Rowena B.
3 years ago
M
mborellaProducer I
asked in Controllers and Music services
Local Music Library on PC - not all tracks being index

I am running a moderately-sized local lbirary on my local PC.  This is the same PC that my Sonos controller is on.  I’ve added the Music directory.  Some of the tracks show up in the Sonos Music Library and some do not. I’ve checked that the missing tracks are:In the right directory MP3s Have proper metadata Have short file namesAny other reason why some albums are found and others are not?

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M
3 years ago
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therealblondeContributor I
asked in Home theater
Help! Not happy with set-up Port + Pro-ject TT

Hi everyone,I just bought a Port to connect my Pro-ject Debut Recordmaster with built-in amp to my Sonos ecosystem (I have 2 Ones and a Beam). Everything seems to be working BUT the volume is ridiculously low. I’ve set the volume of the Port to level 10 in the app (at the suggestion of the store where I bought it), and then at it’s loudest and it’s still very very modest. No such problems when I play digital, Spotify or use my TV. I spent 800 bucks on both the Port and TT in order to play my vinyl collection but the result is subpar - what am I doing wrong??? 

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T
3 years ago
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Simobenn73Contributor I
posted in Components and Architectural
Problem authorizing Spotify on Sonos Ipad app

For some reason, there is an error authorising my Spotify premium account through the Sonos IPad app.  No error code, just a bland message stating error.

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Mark P
3 years ago
D
David_123Contributor II
asked in Components and Architectural
Zone play

Can connect be used with Sonos S2?

621
controlav
3 years ago
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lordpufferAvid Contributor II
asked in Controllers and Music services
How to get 2 CD sets to show up in the Sonos S2 app Music Library as 2 separate CDs?

I currently own the Amp and have the S2 app installed on my Mac which is running 10.15.6.  I mainly use the Amp and the Sonos S2 app to play music that is stored on my Mac.I needed to add album art to my stored music so that it would show up in the S2 app Music Library.  I discovered that the best way for me to do this was to find album art for each of my 400 albums (folders) and place each one called “folder.jpg” separately in each folder.  That works great and the album art shows up in the S2 app Music Library.  However, when I rip a 2 CD box set, only one album for it will show up in my Music Library, and all songs from both CDs are in it.How do I get both albums from a 2 CD box set to show up separately as 2 CDs in the Music Library?  I use an app called XLD https://sourceforge.net/projects/xld/ to rip CDs as FLAC files to my Mac.  It uses the freedb music database to tag the CDs that I rip.One more question.  I have many AD/DC albums stored on my Mac.  When I go to the S2 app Musi

34612
L
3 years ago
A
AGillettContributor I
posted in Components and Architectural
Losing Spotify

If I play Spotify via Sonos after a few minutes the connection will be lost. Playing via Spotify directly and choosing my Sonos speakers plays fine. All updates have been applied. I have sent a Sonos diagnostic report. 

16810
A
3 years ago
F
FeliceMContributor I
asked in Components and Architectural
Wifi connectivity/access points

Hi,I have several wired access points and one WiFi SSID throughout the house. The only difference between the access points is the WiFi channel which is different to avoid overlaps. The network is a gigabit and I have no problems with any other device connected to it.I have two Sonos-One in the living room connecting to the WiFi on access point 1 and an Amp in the Bar area connecting to the WiFi on access point 2.When I open the Sonos App from anywhere in the house, it connects without problems. After connecting, if I move with my iPhone to a different area of the house, its WiFi connects to a different access point (1 or 2 or 3 all wired), in those situations I battle for a while to connect to the Sonos devices. Basically I cannot see any of them for few minutes, then out of the blue the phone finally connects to the Sonos even from that area of the house.Router:GT-AX11000Access points: Tp-Link Re450 Access point mode Is there any solution for this problem?Thank you for supporting.

1692
F
3 years ago
D
DannyKCohenContributor I
asked in Controllers and Music services
Spotify will not show up as a music service

Hi There, I’ve updated my location to US and I still cannot add Spotify as a music service, it doesn’t show up nor when I search for it. I’ve downloaded and reinstalled the app as well. Any suggestions?

741
Mark P
3 years ago
S
Spahawk72Contributor I
posted in Advanced setups
Sub wont work on WiFi

I have recently upgraded the audio at a clients home with a Sonos solution for this room as cabling is an issue and we want a sub for it. This is a big property with a Control4 system. Network is Pakedge RK1 router, HP switches, and Unifi AP’s.  The network is flat, so dont start thinking its manged. Multicast, UPNP is as one would expect for an AV system. SO we have installed a Sonos Amp to drive our ceiling speakers in a AV rack in the basement, hard wired into the network and we want the sub to be wireless in the room. Had trouble at first trying to get it to pair wirelessly, hard wire in and presto upgrade done and now pairs. Appears good in app (+) when powered on (-) when powered off.Call Sonos get this :Thank you for contacting Sonos Customer Care.As we discussed on the call, most common router settings for Sonos to work.1) 2.4 Ghz enabled2) Split 2.4Ghz and 5Ghz (separate SSID for each band)3) Make sure Mode is set to 802.11 BGN4) Client isolation should be off to ensure wifi d

4519
ratty
3 years ago
P
pcweaveContributor I
posted in Speakers
Pairing sSonos 1 with Play 3

I used to be able to pair my two Sonos products - my older Play 3 and my newer Sonos 1 with Alexa built in. Now it seems to have been removed… am I doing something wrong? We used to be able to tell the Alexa what to play on the Play 3.. but now we can’t?

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J
3 years ago
N
NolhanContributor I
posted in Portable speakers
Can't connect Sonos Move to a second network

Hello, I'm french so I'm sorry by advance for my english.I own a Sonos Move and I live in two different house (I change house every week) and I i bring my Sonos Move in my two houses. At first it worked perfectly, I could connect my Sonos Move in both of my networks. However, it's been more than a month that I need to factory reset my Sonos Move every week because it cannot connect the the new networks. Everytime I try to do the setup where I click on "New router or changed WIFI settings". Then it says to put the speaker on the charging base and click on the "infinity" button behind the speaker (what I do everytime I try). And then it says that it can deconnect my phone from my actual network for a few moments during the setup of my speaker. But after 1-2min it says that there was a problem while trying to connect to my Sonos and I don't why I can't connect my Sonos Move to a new WIFI even that it can actually connect to 16 different networks.If anyone could help me with that problem i

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UKMedia
3 years ago
M
MitchplzeContributor I
asked in Components and Architectural
Surround cutting out

Hello,I just recently added a Sonos Beam to my two Play:1 setup, and put them into Surround mode. I have a small apartment in a very urban area. I’m experiencing cut out on my two surrounds. Router location makes it difficult to wire the Beam in; but my right Play:1 is connected to the router by Ethernet. Wireless is on for all devices.  I’ve reset all of my products and set them up from scratch again, but the issue persists.  Any ideas, besides buying a long cat6 cable?Diagnostic # 2107913978

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N
3 years ago
S
SamplerContributor I
posted in Home theater
No surround sound on Beam and 2 One's from TV.

I have a beam and two One’s (not the SL versions) in a surround setup.They show correctly in the app and if I play music through the app, I get sound out of all three speakers.However, I mostly watch a PC connected to the TV, the PC is set to output 5.1 but when playing the audio test the rear speaker sounds are coming out of the Beam, not the appropriate One.Setup is PC connected to the television over HDMI (Port 1), beam is connected to Television via ARC HDMI port (Port 2).This is my partner’s Sony 50” television so not sure of the model number. We’re replacing my AV Amp with the Sonos which was previously working with the surround sound.I’ve been through all the options and can’t see anything obvious I’m missing, been through the TV menu’s and there’s little to do with the audio but have tried flicking things and setting them back in hope of getting rear sound.

3926
S
3 years ago
K
KlangfoContributor I
asked in Components and Architectural
Flashing Red Light on my Sonos Move

I purchased two Sonos Moves within the past year.  One is currently displaying a flashing red light.  The Sonos Move is still playing.  I can’t tell if there is a major problem.  I’m currently using Apple Play through my iPhone without issue.  I’m able to pause and play songs, skip songs from my iPhone.  I can pause and increase the volume from the Move device.I put the Move on the charger and the red light went away.  The battery did not show as being low through Sonos.

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Paul A
3 years ago
E
EganContributor II
asked in Components and Architectural
Cannot update; constant error 30

Updates have been frustrating since I bought my initial Sonos products 3 years ago.  It’s time to update again and I cannot get it to work over several tries. Set up:Android running newest version of the app (S2)Bedroom - 1 One (wifi)Living Room - 1 sub, 1 Playbar, 2 Ones as surround l+r (wifi)Backyard - 1 Amp (wired) Only the Living Room products show as requiring an update.  Update fails every time with code 30.  I tried doing one device only (sub), but saw the surround ones blinking white/orange during the process. I found some help here stating to change the wifi channel for the Sonos products and then the upgrade should work.  Guess what - can’t change the channel until the update has been completed - Catch 22. What else can I try?Support Diagnostics confirmation: 1646504668

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J
3 years ago
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NcackalackieContributor I
posted in Controllers and Music services
Amazon music not working

Amazon music not working.  All other sources (Pandora, Spotify. Etc.) play just fine.  However when i try to play anything from Amazon it says “Requested operation Failed”.  Ive removed and re-added Amazon service but no luck.  Any suggestions?

1994
Annazel S
3 years ago
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BlackKnightTrending Lyricist I
posted in Components and Architectural
Playbar Cannot connect to WIFI network

Hi There, I have sent you a diagnostic Data and its Number is 82306999. I can successfully Connect to mu playbar via wired eth.cable but I cannot Connect it via wi-fi. It can find all available wi-fi connection, but it cannot Connect to it. It says wrong password, but I am sure the password is right since I checked it via my smart phone.  I believed I could reset it to factory settings, but it is failed wi-fi connection again.  Could you please help me about the problem??? Thanks 

47311
Annazel S
3 years ago
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