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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.

10000 Topics
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DiagorasMelosContributor I
posted in Speakers
There was a problem updating your Play:1

I get various error codes: 30, 1000, blah blah.  It’s all nonsense.I spent 3.5 hours on the phone with two different Support people, over two different sessions, only to have the second guy tell me at the end of 2 hours that I am hitting a KNOWN issue/bug with THEIR system, and that they will email me when it’s fixed.The next day (4 days ago) Level 2 Support sends me a “try these things” email -- all of which was already tried.  The email references my case number, so it’s as if they never read the case.Factory resets were tried.  Connecting the Play:1 to wifi and ethernet cable were tried. Uploaded multiple sets of diagnostics.I replied to that email, asking when their issue would be fixed… still no reply 4 days later. Looks like the Sonos platform is not what it used to be.I’ve had issues in the past, and always received excellent support, but that was a few years ago.Seems those days are gone... 

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DCgalTrending Lyricist I
asked in Controllers and Music services
S1 controller and downgrading software

When will the ability to downgrade software be restored to the S1 app?  I just purchased a Move speaker because it was supposed to be compatible with the S1 app and my older Sonos speakers, but in order to make it compatible, it needs a software downgrade.  The latest version of S1 removed this feature.  When will the app be updated to have that feature restored?  Thank you.

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BlueOdysseyContributor I
posted in Home theater
PCM 5.1 on Prime Video

Anyone else able to get the Sonos app to show Dolby Atmos while streaming on Prime Video? I always get PCM 5.1, don’t have this issue on any other streaming service. 

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FlyflotAvid Contributor I
asked in Home theater
Sub Mini and Trueplay

Hi I will arrive tomorrow the sub Mini. I have Beam 2 and a pair of Era 100 setting as sorround.once I connect the mini sub do I have to redo the trueplay or can I leave the one I did 5 days ago when I activated the Era 100?Thanks. Andrea

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HenrikMContributor I
asked in Components and Architectural
Sonos Amp

Hi, can the sonos amp connect to Sonos ERA 100 and Sonos Sub and in this way be the “interface” between my tv and the mentioned speakers?The background for my question is that I plan to connect a AMP to my tv via eARC HDMI and use two ERA 100 as front speakers plus connect a sub. The speakers should all connect wireless to the amp. Is the described setup feasible? best regards 

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ThingyAvid Contributor I
asked in Speakers
Adding components

I have 2 speakers on a Sonos amp. Can I pair the amp with a Sonos 1? Also, can I pair a Sonos Move to them as well? 

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sean miloContributor I
asked in Home theater
sonos beam gen2 hdmi arc issues on lg OLED65CS3VA

Hi, I am unable to connect Beam gen 2 to my lg tv HDMI ARC (TV model OLED65CS3VA ). The error message is ARC Mode not connected.I unpluged the TV and Beam from power for a couple of minutes, pluged them both back and again did the TV Setup on the sonos app bul still the same error.Thanks 

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SlamminbassplayerContributor I
posted in Speakers
Missing Devices and Troubleshooting

So check this out. I wasted the better part of this last weekend troubleshooting our Sonos speakers at home. Good times. Honestly all of the thousands of $$$ spent on these things…  was so close to all winding up in the dumpster/landfill.  I recently upgraded our home network to Ubiquiti from a Chinese mesh platform. Generally works about 1000% better, but with the mesh we had the option of putting a puck near these speakers and connecting with a LAN cable. Now we are 100% wireless. I followed all of the provided steps to remedy, but no matter what I tried devices would not add back to the system even after a factory reset.  Until I realized that one old play:1 was connected with ethernet. Once I pullled the cable out of that guy everything was fine… minus some minor issues. My question is now “why the hell is this a problem?” They were still all on the same network and I would like to be able to hard wire some devices to reduce the number of wireless clients for performance reasons, b

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Mark3066Contributor I
asked in Portable speakers
sonos Roam end cap reattachment

Hi Alli have successfully replace my battery on my Roam.  The glued on end caps don’t seem to be as tight after reassembly.  Any recommendations on replacement adhesives to make the end caps tight to the chassis again? Thanks

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AlanzenContributor I
asked in Home theater
Conexión Hdmi Arc a Tv

Buenas tardes. Es normal que la Sonos Arc, al rato de ver una película, se desconecte de la TV, y se oiga la TV por los altavoces internos? La TV es una LG (Oled 55CX6LA).La conexión de la Arc a la TV es por HDMI 2 (Arc), cable HDMI HD 8K. Moderator edit:Google Translate- Good afternoon. Is it normal that the Sonos Arc, after watching a movie, disconnects from the TV, and the TV can be heard through the internal speakers? The TV is an LG (Oled 55CX6LA).The connection of the Arc to the TV is via HDMI 2 (Arc), HDMI HD 8K cable.

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MaitreNicodemeContributor I
asked in Controllers and Music services
How to stream from a Synology NAS from the latest version of the application ?

Hello everyone,Since switching to the new version of the application, I no longer see my music library hosted on my Synology NAS. I know that I am on my network, since I can listen to music from the history, but impossible to navigate, no more search button (apart from the one that suggests searching through services that I don't have and don't want).Should I add sharing through a service addition (I saw a Plex service, I expected to find a Synology SMB Share service or something similar but nothing)? Thank you in advance for your answers.

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Sammo123Trending Lyricist I
asked in Controllers and Music services
amazon music

Just this weekend, my sonos has stopped playing nice with amazon music. Has worked fine for 3 years and now plays for half a song and audio stops. App shows song still playing. Spent hours talking to sonos and sky and no further along. Sonos saying its router settings, sky saying I cant change the router settings on sky max hub. Sonos radio working fine, so I can't see how it's the router or network.Anyone else having issues with amazon music?

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posttadTrending Lyricist I
asked in Controllers and Music services
Apple Music problems on Sonos, my problem solved

2 x Era 300, internet connection via ethernet.Symptom: constant interruption of playlists, albums and artists in AM via Sonos.Solution that worked for me: changing the DNS server address from the address of the internet provider (Vectra Poland) to the DNS address 0.0.0.0 in the router.My problems with AM are finally over and I can enjoy Dolby Atmos sound after 2 months of playing with the internet connection, Sonos app, internet provider, etc.Maybe this solution will be helpful to someone.

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ctweichmann
ctweichmannTrending Lyricist I
asked in Portable speakers
Roam Won't Turn On... I've tried the "hold the button for 12 sec"

I read the whole thing: charge ithold the button on the back for 12-15 seconds This doesn’t work.  When I am charging it, the orange light is indicated on the front of the speaker

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SmugglarnContributor I
posted in Portable speakers
Move 2, bluetooth and app

Why is the system not visible in the app when connected to Bluetooth? I use the system in a boat and do not have WiFi. I can play music but I cannot use the Sonos app. Poor design or is it just me? 

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mltdmContributor I
asked in Controllers and Music services
changing name of sonos speaker era 100

Trying to change name of era 100 speaker after moving 

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DKJContributor I
asked in Controllers and Music services
BBC Sounds

Running Sonos App (80.06.04 - installed 02/08/24) on Samsung Android connected to Sonos Roam SL. BBC Sounds showing as a Source but no output when selected. BUT if I open the BBC App and select a source, the Roam will play the selected channel! So BBC is authorised on phone, also on Sonos App. Something in between is not working? Having selected a station in BBC App, I see the Sonos app is correctly displaying the station that has is being broadcast and can then stop and start it from the Sonos app. (YT Music works fine directly from Sonos App).

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SpeedyMalContributor I
asked in Home theater
Ace & Arc Swap - Volume Way Too Low

Hi All  After much frustration with the ‘buggy’ SONOS software on my iPad, I eventually got the Ace & Arc functionality working. While playing Dolby Atmos music tracks from Apple Music or Tidal, the max volume is too low to be useful. Movie soundtracks are louder but I would also like to be able to turn up the volume much more. When the SWAP takes place the volume on the Arc is disabled and I have turned up the volume in the SONOS app to the max so not sure if If there is anything else I can do to increase it

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jimkehoeContributor I
asked in Home theater
connect Samsung tv with only hdmi/arc out to SONOS playbar with only optical input.

I am trying to connect a 2024 Samsung 65” DU7100 Crystal UHD 4K HDR Smart TV, model number UE65DU7100KXXU to a SONOS Playbar.The issue is the TV only has audio out via HDMI (ARC) but the SONOS Playbar only accepts sound in via an optical cable.I assume I need a converter. However there are numerous options on Amazon or similar.Can anyone recommend one that they use in same circumstances and definitely works ?Thanks in anticipation.

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Paul WTContributor I
posted in Controllers and Music services
amazon music

I am sure this question has been answered already but any help would be appreciated. Having had Sonos for a few years now with no issues since the new app I am having issues playing music from my playlists from Amazon music. Everytime I select a song it comes up saying ‘something went wrong. Try again’. I have rebooted everything, my internet works fine and is fast and have deleted and reinstalled the app but still having issues. Everything worked fine prior to the new app.any suggestions as to how to resolve as I am at a point now if I can’t resolve will bin my Sonos app and buy something that works!

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blindhorseContributor III
posted in Controllers and Music services
amazon music

The only way I can play amazon music on my sonos system is to use the amazon music app. The update has been a nightmare. Everytime I use the app it say no system found. Have to reset network settings Everytime.  Sort this out sonos. The system has been great since I got it about 8 years ago. 

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Oliver22hvbContributor I
posted in Controllers and Music services
Sonos not working with amazon music

Hi amazon music doesn't seem to be working through my sonos. Everything else seems to work apart from amazon music. I have tried updating the controller and sonos it self but still no luck. I keep getting the error message "the connection to amazon music was lost" or "the song is not encoded properly" I'm not sure if this a problem with my sonos or a problem at amazon musics end.

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chucktowntmContributor I
asked in Portable speakers
Roam 2 Wireless Charger Cable Question

I’m considering buying the wireless charger base for a Roam 2, but I don’t want a 4’ cable connected to it. Is the cable hardwired into the base, or can I swap out the USB-C cable with a shorter one? 

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Ken_Griffiths
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PhgordonmdContributor I
posted in Advanced setups
Sony and works with sonos

Have STR AN1000.  Works with Sonos does not recognize Connect or 3 AMPs.  5 units in system- the receiver only recognizes a 3 speaker on wireless,  Have tried wireless, LAN, eliminated switch by running LAN through connect to AVR.  I am out of ideas.  Thanks

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JodiBContributor I
asked in Controllers and Music services
Alarms went off at wrong time

After a lengthy (3 hour) wait/conversation with Sonos support, I had to factory reset all my old Play:1 speakers and download the new app, following a WiFi upgrade. I reset all my alarms within the app but then the alarms went off 4 hours early. It’s the middle of the night and I don’t know why the alarms are going off. I checked the app and everything looks fine. Any ideas? I can’t wake up at 2 am every day. 

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