Get help and assistance with your Sonos system

Have Playbase, LG TV and Sky Q…sound has started dropping out though indicator light on Playbase remains constant and blue.I have to put the volume back up using Sky remote.i have turned off tv, Sonos and Sky before restarting and likewise with the by hub…still sound falls away…getting a tad frustrated.

Just bought my first Sonos product - a Ray for spare room TV.On first attempt to set it up I got quite far - the app picked up the Ray, went through a couple of stages and then said that the Ray needed to updated to the latest software version. It started doing that for 5-10 minutes then got to the end and said it failed to update and then there was no product at all showing in the app. The app then wouldn't pick up the Ray at all when I tried to add it again.I checked some help-sites and it was recommended to do a reset by holding down the back bluetooth button and re-plugging it in. Did this and the app picked up the Ray to set it up again. Got to the wifi connection stage and the Ray will not connect to the wifi at all. I have tried this half a dozen times now - I get a message after it tries to connect to wifi for 5 minutes saying the the Ray ‘may not be visible in your products’ and to unplug and retry. I do this and the app isnt in products and doesnt pick the Ray up at all. It o

I would just like to point out that since the latest update when viewing ‘Albums’ in my Music Library, albums that consist of multiple artists (e.g. compilations) appear multiple times. A compilation of tracks by 20 different artists appears 20 times in the ‘Album’ view. 

Sonos app says can't find product repeatedly. Doesn't offer any solution

Heads up, fam, it appears that today’s v16.3 firmware update blocks the v16.1 app with the dreaded “update required”. Seems that is the reason for the coincident release of the v16.3 desktop apps.Ouch.Those unlucky enough to confirm, kindly do so. Other folks using v16.1 consider holding off on the firmware update and monitoring the forums. 

Hi, I’ve tried connecting my new Move 2 Sonos to an existing Sonos system (Sonos Amp 2 and Sonos sub) however every time I try I get the same error: could not link move 2 to Sonos system. I have tried factory resetting the move 2 , doesn’t work. I have tried turning everything off and back on, doesn’t work.  Really frustrated considering I bought this today and thought it was just plug in, connect and play. Ive tried calling Sonos but they are not open here in the UK on Saturday.

I have reset the MOVE over 10 times.  I am 2 plus hours trying to reconnect this thing. I have reset my phone, my network, and all my other SONOS products work.   It says the app is updated.   get through the setup process, and the app FAILS activating your sonos move to your system.   NOTE - when I log into SONOS website, I see my move listed.  I see all 7 products.  I am officially lost for options.    The error in the app is “move is not registered” - FIX IT.  I go through the FIX IT process, I hear the chimes, I follow directions, I push the button, more chimes, and then it says “Linking your Sonos Move to you account...”  and then it just spins for a while...and then it says “There was a problem adding your Sonos Move to your system.     Can someone reset my app or delete it from my purchase history??? So I can add new???   No clue.  This sucks.  

While watching tv using my spectrum dvr box, both recorded and live shows, the sound goes away. It starts again after 1 to 3 seconds. If I rewind the show I’m watching the sound that was gone before is now there. Also, if I hold the volume up button the sound returns. I have not tried watching shows using only the tv speakers. It doesn’t happen frequently but it’s enough to be annoying. 

I had Plex working before, it some how stopped working. I tried to reauthorize it, the S2 app bounces me to Safari to authenticate, I log in, Plex tells me I can go back to the app, but when I go back Sonos app says “Plex wasn’t added”. How can I debug this issue?

my app is now very clunky, volume takes 5 seconds or more to respond. volume wont respond to phone side buttons used to be much better. what’s happened? 

I did a music library update on the Windows app and now the app on my Samsung Android phone crashes. I’ve tried reinstalling the app and restarting the phone but to no avail. I get a Samsung message telling me there is a bug in the app and to wait for an update before reinstalling. (My partner tells me that now the app crashes on his Huawei phone!)Has anyone any ideas as to how to get the app working again?Roger C.

My roam does not turn on

Bought a brand new Ray, cannot get past message saying update required to use. When I press continue I just get home screen where Ray is not showing. This is the second speaker from the shop, same issue with first unit. The shop also could not get it to connect. Fist time SONOS customer, extremely disappointed and frustrated with set up difficulty. Can this be resolved somehow? I've factory reset, rebooted router, tried setup on 3 other routers in different houses. Same continous problem. HELP!! Thank you 😊 

My Sony tv unable to play any sound on the sonos Beam. I have tried changing the HDMI cable, made sure that its connected to ARC. But the new app is not letting me link to the Bravia SYNC I have now reset my whole sonos system consist of 2 sonos one SL, a sub mini and a beam. But the new app is not letting me Link my sonos devices to the app each system gives different error as attached”There was a problem adding your Beam to your system. Try again later.”“Your Sonos One SL has been added, but may not appear in the System tab. If so, unplug the power cord and plug it back in to finish setup from the System tab.”“Sign in as the System Owner The system owner must be logged in.Please log out and have the owner login.”i in-fact am the system owner and the product is registered on my account am i just supposed to wait until sonos fix its app to use my system ???? please help

Hello,My system won’t respond by voice to switching off it’s currently-playing service. Is there some way of resetting the system? I have tried switching off and back on all 9 speakers, as well as the boost box, but no dice.Many thanks. 

I love my Sonos speakers but hate the Apps.Sonos automatically upgraded my speakers to Sonos S2 app and I can no longer find access to the Alarm function on Sonos S2 app. Settings - Manage - ... I should have access to Alarm functions, but it is not visible.  Any help? THANKS!

Hey everyone, we moved and I’m reconnecting two Sonos amps. In both instances I was able to restart and get them connected to my wifi (shows up as devices in the xfi gateway list).  When I go into to Sonos app it doesn’t show up but then I click join network and get a message “you’re connected to Sonos” but I can access the amps from the app.  Really confused and frustrated, been two hours. 

Hopefully the heading covers it.  I have a web radio station that I added through the TuneIn workflow on the desktop app.  The station still shows from the Windows desktop app in the favorite section, but it will no longer show in the ios app in the favorite section.Wondering if this is a known bug being tracked for a later release, or if I should log this as a feature request?I would love the ability to view anything I have added to my desktop controller favorites within my ios favorites.

The volume is near impossible to control in the app. I move the sliders and they snap back to where they were before. It takes multiple attempts to get the volume to change and then it does reach the desired level or snaps to some other level. FRUSTRATING! My children have refused to update to the new app or those that have avoid it by playing music directly from Spotify. 

We have had a Sonos system for a long time now. We got it originally so we could transfer all our CDs to a NAS drive and play them wherever we had a Sonos player instead of loading one at a time in a CD player and only playing on a Hifi system. We now have several hundred CDs loaded but found that, like everyone else, the ‘Music Library’ had vanished with the updated app. The system has 9 ‘Ones’ of various types, 2 Play 3s, 1 Beam, I Roam and 1 Port.I understand there is a security problem with SMB v1 (I think there is a real issue!) and that my old D-Link DNS-320 is no longer fit for purpose so I have now invested in a Synology DSM224+. This is set for SMB v3. However, I can’t get this seen by my Sonos system.So my first question - if I can get the NAS drive seen by Sonos, will it only work from our desktop PC, running Windows 10, or will it work from the app on our iPhones as well, as these don’t seem to have ‘Manage Music Library’ settings? If it will work from the iPhone app, why d

I just recently purchased a pre-owned sound bar and can't get it to link with my Existing sonos speakers. It keeps showing code 1002 which is an updating issue.   Can anyone explain what I need to do so I can add playbar to my account?

Sonos is super successful at making the worlds, most unfriendly and most frustrating app.   I wonder if it was designed by five-year-olds with   no thumbs.   whoever designed the interface should be fired, and they should hire some kids from the local high school to build a much better version or revert back to previous app.

Not only does this update remove TuneIn (Classic) (though this could have been a few versions ago, I wasn’t paying attention), now it also deletes any Radio Stations you had previously saved. Until the latest update the stations were still stored in the system, but no more.Ironically I was just trying to submit an app update to the App Store to allow playback of these TuneIn-saved stations. Well, that’s not happening now as the stations are gone.

Thank U Sonos for this horrific update i was planning a big party with family and friends for my daughter’s wedding thanks to the upgrade everything went wrong lost a whole day trying to fix Sonos system problems, been asked many times to repeat system upgrade, finally it worked with Spotify app directly The last version was just fine.Why changing for something so much worse?

Since the app update, I have been unable to connect my roam to other speakers. I can play music over WiFi and Bluetooth on the roam by itself but once I try to connect to another room I get “unable to connect try again later”. I have turned it off and back on, I have reset my router and I have signed in and out of the app…issue still exists.  Any thoughts on how to fix this? It’s super frustrating and I tried to connect with support but the wait time is 120 minutes (why no call back option?).