Get help and assistance with your Sonos system

Since updating the Sonos app a week or two ago (version 80.02.07 on Android) trying to use the Tunein app it constantly crashes.Loads, plays for 10 to 20 seconds, crashes and the restarts itself and repeats over and over again.Other streaming apps within the sonos app work fine (spotify, sonos radio)

Hey community doing a factory reset in Sonos one, it appears on screen to connect for a split second then disappears remaining disconnected.  any thoughts on how to get around this?  App is current.  All other speakers connected no probs. 

We’ve run Soundtrack on our Sonos system here at the brewery succesfully here for a number of years and now we are unable to access our Soundtrack account. Waited on hold 15 minutes and once I finally got connected to a human being I got cut-off and disconnected after giving him my diagnostics file number. On hold again now, not a happy guy. Anybody got any advice to offer?

My connect amp is used for my speakers on the deck. Pulled out my phone and my play 1 speakers are all listed and my amp is missing. Went in the basement and checked and it had power, so I recycled power to the amp and it showed up in the amp and worked as usual. This is the second time the amp is not showing in the app. Recycled power and back in business. The whole system has been working for years without issue until now. Is it the new app???Looking forward for help in this matter. Rich

Sonos: why did you change the 2023 version of the privacy policy in 2024 and remove the sentence: "We do not and will not sell your personal data to third parties." The statement has been removed from the 2024 version of the privacy policy in the United States, though it is still present in privacy policies in other countries. See https://www.macrumors.com/2024/06/14/sonos-privacy-policy-change-suggests-it-might-sell-your-data/I’m posting this to create broader awareness with the hope others will take notice and provide their feedback to Sonos. Sonos: it seems the 2024 app screw up wasn’t enough to alienate your existing and some now former customers. Seems like yet another nail in the Sonos coffin…now Sonos is telling me they can pull data from my households and monetize my personal, private use of my system? This leaves a bad taste in my mouth. I now ask, “why Sonos, why the change?” What say you?

Riddle me this.  I Spent a solid hour yesterday on the phone with Sonos tech support after waiting for 1 hour, nice guy going through the pairing process on gen 3 sub.  Im running 2x era 300 and arc on 5.1 surround.  Have not been able to pair sub and have it stick, the sub is dropped almost instantly.  Once this happens, the app does not drop the sub, I manually remove the sub, close app, factory reset and try again… over and over and over.  Come to find out from tech, there is a “known spectrum issue with firmware updates on routers.” I was given 3 approved firmware updates in order to run wifi.  1.5.6, 4.4.4, 1.3.6.  I call Spectrum today, have them monitor the system while pairing and setting up, they can't update my router because it is updated running 1.5.5.6, mind you Im pushing 600mbs down on speed at 2.4ghz.  The sub runs at 5ghz and is not switchable to 2.4 from spectrums end like most products, so naturally when attaching to arc, it dumps the sub.  Does anyone know if we can

I am trying to set my Sonos system up in my new apartment and i have been waiting 24hrs!!!!!!! for an update to complete which is supposed to allow me to connect to the playbar via my iphone. How can an update take this LONG!!!!! 

Overall, I like the Ace headphones, especially when it comes to low frequencies: I can actually get my head to vibrate which is fun. However, I notice that no matter what video, no matter the hardware source, if I turn on spatial audio, all dialog becomes harder to hear. It’s like everyone is talking in a large space. I’m not exactly sure how to describe it with words. Echoey isn’t the right word, nor is reverb. It just sounds...not right at all. Like it’s being mixed incorrectly into surround sound I guess.And it doesn’t matter the space that the actors are in. For example, I notice zero difference if the dialog takes place outside, in a tiny closet, on an airplane: the dialog just sounds off. It’s hard to describe a sound. I guess “auditorium” is as close as I can get but that’s not quite accurate. If I turn off spatial sound, the dialog becomes instantly clear and sounds exactly the way it should (and matches what it sounds like on my system sans headphones). My setup:LG C9 TV, conn

Why does the system drop connectivity and after three reconnections still does not show connected.  Horrible app and now the system doesn’t work properly.  I loved sonos but won’t spend any more money until it works.   Dropped again on network.  Now have to set up again from scratch.  Really bad.  I guess I can’t blame them for making it hard to provide feedback or get a technical answer. Probably because of the inundation of calls from angry soon to be former customers.  Moderator edit: combined posts

I feel totally bereft without access to my favourite radio stations in Ireland (RTÉ) and the US (mainly npr, country, bluegrass and americana stations). This was the reason why I had invested in four Sonos speakers and had been planning to upgrade. If I subscribe to a VPN, will it work with TuneIn for the international stations as previously? Will I have to also subscribe to TuneIn? Thank you from a devastated Sonos user.

Does Sonos work with any form of law enforcement in interfering with system? There are comments being made about them working with agencies to shut down or disrupt systems. Whats going on with this? 

Hi I am having issues with my sub gen 3 that was working and now it won't even connect via ethernet cable. To be honest I have had so many issues with sonos that I'm seriously considering a different system but my house has a speaker in every room. I tried to speak tp somos help line and that turned out to be as helpful as petrol putting out a fire. Can anyone help?Thanks 

I have owned multiple Sonos products for the past few years in different rooms solely for music - speakers + subs. Always loved the great sound and convenience of the music I want wherever in the house I am. Particularly liked kicking back with the wife and having chilled Saturday night listening to favourite tunes. However the new app has ruined everything. Try to listen and it plays in random rooms not the one I’m in despite careful selection of where I am. When a song does play I have no volume control, can’t stop, pause or play new songs. It’s uncontrollable which is contrary to everything this system should deliver. I’ve spent £000’s on this and not only is it now rubbish and not fit for purpose has negatively impacted my quality of life. Weekend nights with music are now frustrating fights with a system I genuinely can’t control. I want my money back. A letter from the CEO might be touchy feely but I want this sorted now. I paid for something I expected to work. 

Seems the recent update on my iPhone Sonos App killed the link for the music library viewing. As if you go to the link for my music folders that are currently linked, but when you click the link for music library, it goes to a new page with a new search function for several different music sources and music library. Not the actual library folders. Is this a recent new update. As you can’t actually view the individual folders. I can view them on my iPad, they show correctly and play as intended. Also, searching for music gives limited results. 

I had planned to upgrade my Sonos system and move my old “Ray” to the back room.But the app failure makes me think the company is going under and pretending they are still fine… 

I love Sonos.  with the new software, I felt like I was in the twilight zone.  The response time between making a volume adjustment or hitting play or pause is like 10 seconds.  Received many errors cannot connect to system, selection won’t play.   The graphics on my phone would ghost and load after 10 seconds.  I deleted the software on my phone and reloaded several times with no improvement.   I just want to play music at the end of the day when I come home from work.   And right now it is not possible. I called the Customer service department twice - first time 65 minute wait , yesterday 105 minute wait.  The chat feature indicated no representatives available.   Can Sonos please provide the option to use the old software - for 6 months , until they resolve the new issues.   I just want to play music. 

Please let me know if I can use them this way: I have a hearing issue, and want to be able to play my TV sound through the SONOS headphones, while still getting the normal audio through my Arc, Sub, and Surrounds. I don't want to swap it and have it stop coming out of the speakers normally, I just want to add the headphones to the group. Is that possible? That way I can watch & listen to it where I am comfortable, and the family can still listen normally.

The last weeks I have been updated Sonos when ever there is an update. Problem is, and has been for several weeks, that when I add a media server, only my latest addition shows.Now only 5 folders with albums are shown in Sonos, but I have several houndreds of folders.Why is only the last few shown? I have deleted and set up the NAS server several times with the same result.Regards Ronny

I have set up tv audio swap with my Beam at home, and it works well. Next week I’ll go to my girlfriend’s house. At her place she has a Sonos system as well.  When I am at home, I am connected  to my system. At her place I connect to her system, the Sonos app takes care of it seamlessly. It just asks me once to connect to the system the first time I “switch homes”, and I am good to go. I use the same Sonos-account. It all works great. The only Sonos product I take between the two places is my Sonos Ace.  So I’d like the know if I could set it up to work with her soundbar (also a Beam) for use at her home as well. And once installed in both homes, can I use the TV audio swap in both homes, without having to reinstall the Ace every time? 

I have looked at all the questions linked to mine and the answers, but with no luck.  I have a 2012 imac and the Sonos Play:1.  I have just bought a new macbook air, but I have so much music on my Imac, that I don’t wan to clog up the Macbook.  However, I seem to have lost the ability to play music on the Sonos from itunes on the iMac.  I have done what it suggests on file sharing on the iMac (at least I think I have) then I tried adding it to Sonos but get error messges.  It says ‘Adding share informaton to Sonos system,’ but after 2 or 3 minutes I get this message - Unable to add the shared folder //JonathansiMac/iTunes to your music library (913)Or Unable to add the shared folder ‘//JonathansiMac/Music to your Music Library - errr code (913) I’ve also had error codes 1001 and 1002 - and rebooted my Sonos as suggested.  Nothing Also checked the firewall. Just wondering if it should work … or have Sonos done something that means it’s impossible ??  

Hey there - Recently I noticed my playbar has a buzzing sound at a certain base frequency.  Most of the time it sounds great, without issue - but when it does a low hum it almost sounds as though there’s a buzz/rattle sound, I can’t identify any loose item.  I’m not sure what the issue is.. 

 Hi there I am looking for some advice on what's the best set up for sonos ceiling speakers and a projector? I have added a couple of diagrams of what I think might work but no entirely sure if this is the correct set up or not ie if the ceiling speakers with amp will be enough for the size of room alone or if beam + 2 speakers/amp would be better set up/sound for this size of room.Any help is much appreciated Thanks 

Today I noticed my Amazon Music subscription had auto charged at £17.99 a month instead of £9.99. When challenged about this, Amazon has told me that it's because the Sonos app has activated the requirement for a Family subscription instead of an individual one. And that changes were requested via the Amazon App on 7th July. My problem was that I was out of the UK, on a cruise for the first half of July, and had no internet connection. I have immediately cancelled my Amazon Music subscription, but remain so frustrated and annoyed that the troubled Sonos app can make these changes to my Amazon account without my approval. Has anyone had these problems, as I'm now left with 8 ineffective Sonos speakers.....

 What is happening:Just unboxed my new Era 100 Installed the Sonos app for android The app finds the device, connects, and tries to update the device The update fails and the app provides no details at all, of what the problem could be The app is unusable because it forces me to update the device, I can’t do anything until the device is updated. What have I done? I have re-installed the Android app twice I have rebooted the Era 100 about five times I have rebooted my home Wi-Fi router (my phone, laptop, and iPad are all connected to the internet just fine so this was simply out of despair) I can see on my Wi-Fi router the Sonos is assigned an IPv4 and IPv6 address. I can ping the Sonos IP from my laptop I can open https://sonor-ip-here:1443/ and get a 403 forbidden response, so the Sonos is alive and connected to the network I am sitting at my desk. The Sonos is on my desk. My Wi-Fi router is on my desk. Everything is within 1 meter of everything else. I have run out of ideas. There sh

Sonos,I keep giving you the chance/chances to fix things, every time you do it seems to create another issue. I like a lot of others have had nothing but issues regarding playlists. Finally, as of a few days ago all seemed corrected. Today they are gone once again. Maybe it’s just my bad luck, but it is getting old. I had created a playlist for my daughter’s wedding reception, but last month the damn thing didn’t work when needed. Today I’m having friends over for a bbq. No playlists available. And BTW. I use playlists extensively when listening to music. This does not look good for you as a company who is trying sell products. I also own Sonos stock, so none of this makes me happy !!!!!!!!!!!!. As is usual, I’m going to continue (for now) to work with you to hopefully at some point get it corrected. Thx