Get help and assistance with your Sonos system

I am located in Sydney, Australia, and it’s nearly impossible to get support here, so I’m reaching out for help. My ACE device is less than three months old, and there are what appear to be palm print marks on the exterior case that cannot be wiped off. Has anyone else experienced this issue? I’m really upset that such an expensive purchase has such poor build quality.  

I’ve had Sonos for well over a decade now and have upgraded to all of the new stuff when it comes out and for the most part Sonos has been very stable for me. however, I’m working on having a more elevated sound experience and I went out and bought some KEFLS50 and KEFLS60 speakers and KF92 subs. I still have a house full of Sonos speakers and that’s not gonna change. I just thought I would try a different music server.  I’m not sure if it’s in my head or not but I think that Roon just sounds more defined vs the Sonos App? The bass hits a little harder and the vocals sound just a little bit more crisp. Is this in my head or for those of you with Roon have you noticed a better quality sound through your Sonos speakers?  It’s super easy to group speakers, I can’t believe I set the Roon nucleus one up by myself! Have a long way to go to figure everything out given I’ve only had it now for 24 hours, but it’s pretty cool.

My Music Library has disappeared after a recent Sonos update and now I am unable to add it back.  I get an error message saying “Sonos was unable to add the Music Folder”.  I would greatly appreciate any tips on resolving this issue.  Thank you!

Not clear if I have got this… but if I purchase a pair of Sonos Ace headphones, hidden away in FAQ is the comment  “Sonos Ace does not group in the same way your other Sonos speakers group”. Are they saying that you can’t use Sonos Ace headset to listen to your Sonos Music library? If that is true it seem inconceivable. Is the expectation that headphone users listen to a different music library? Using a different App?I don’t have the Arc soundbar, but does the TV Swap for the Arc allow music from Sonos library to be played on the headphones. I have a Beam, so it seem this might work in the future but sounds clumsy.As always any insights appreciated. 

I have an original Sonos 1 system that was wired to my old WiFi system via a Sonos bridge, the WiFi has completely changed and we have also added 3 x TP-Link WiFi boosters around the ground floor to give a better WiFi signalThe system has stopped functioning following this upgrade and attempt to reset have failed? The speakers ( Play 1,3,5, Playbar) are completely wireless and do not have Bluetooth capabilities.What is the process to reset the system successfully , and will I lose my current Sonos playlist etc ?The WiFi  network I would like to use is the TP-link via my I-phone 14 controller Sonos 1 App?

Je ne peux plus gérer les paramètres enceinte arrière plus tous les réglages aigu grave etc me demande de me déconnecter et de me reconnecter mais rien ne marche merci Moderator edit:Google Translate-I can no longer manage the rear speaker settings plus all the treble bass settings etc. ask me to log out and log back in but nothing works thank you 

Hello everyone, unfortunately, I observe some marks on my headphone because of the case. I’m afraid that it becomes even worser.do you have the same problem ? 

When I bought the speaker, I thought it would be possible to switch the “move” between networks. Namely, from friends, work, and home. After a lot of searching online, I still don't know if this is possible or not. Hence, my question, “how can I connect my move to multiple networks without a factory reset”. Online, it states that the move can remember up to 6 SSIDs. The Sonos app 2 also sees the move when I switch networks and even tells me to add it as a trusted network. Then, when I click the ok button, it keeps on “searching for system…”. Do you have a definitive answer as to whether or not it is possible to move between networks without a factory reset?  

Sonos speakers really are bad, I’ve tried everything. Rebooted so many times the play button is wearing away. i have three play 1’s in our pub. All on the same WiFi. The WiFi’s not great but it does it’s job. i connect them all together and they work. WiFi goes off and it’s chaos with Sonos. Reboot them all again and start again. Now a common issue is one speaker will connect and play and the other two won’t. Or the two others work and the single speak won’t. So we have a very quiet room without music. They are all updated recently and rebooted.  so what do I do now? I surely just need to replace these rubbish things?

My 18 month old Sonos One just stopped working. It will not power up. I have switched cable, plugged directly into outlet but still not powering up. It was working perfectly the day prior.  Thoughts? 

App Update version 80.02.04Still missing the option to play the whole list of songs under these paths: - My Collection - Tracks- My Collection - Artist - XXX (chose an artist)  - TopTracks- My Collection - Artist - XXX (chose an artist) - Artist Radio- Recommended New Tracks 

Sonos is like an old friend. From the S1 stuff, what 20 years ago to now. I love this s..t. Really do. Will I stick with them. Absolutely. Am I happy with the current bricking of the playlist. Haeeeeeeel no. Maybe the current C levels need to go. I don’t know. What I do know is the pros of this magnificent system outweighs the cons. They will fix the playlist. They will improve the app. And when they do, I’ll be in love again.

I have a new Sonos amp. It will not connect. Sometimes I get as far as the app telling me it is connected but then failing to connect to my Wi-Fi .other times. It doesn’t even get that far.

Surround speakers stop connecting.  They sometimes show up  on the APP but still  not working.This happens all the time. I restart the router and SOMETIMES that helps, but now, after doing that still nothing.  I’m at a loss. I”VE UNPLUGGED/PLUGGED/RESTARTED/TURNED OFF ROUTER/TURNED ON ROUTER.  NOTHING. This is expensive stuff and IT SHOULD JUST F****** WORKModerator Note: Modified in accordance with the Community Code of Conduct.

My arc bar and sub (gen 3) won’t connect to the new app

How do I turn off voice assist from my Sonos Beam? It's so annoying! I don't need to be told what I'm doing each operation I conduct including volume!!!

I tried to TruePlay Arc / Sub / Ones but the tuning is simply stuck on “Continue” step.I’ve updated to the latest version 80.00.04.  @Corry P do u guys are aware of this? 

With this week’s update, many things are broken again. Including now my Roam is “unable to connect”. This happened shortly after the first release of this new piece of junk app but was later fixed. Now it is broke again and my Roam is useless for now. I am so fed up with Sonos…. As a software engineering manager and configuration control expert, it frustrates me beyond belief when a “professional” organization breaks things that once worked. I am looking forward to a big class action suit. I won’t even start on what else is broke again… did you just push out the original new app?

Is it normal to have just one entry in the devices list in the router app if I have multiple devices grouped into one? On Google/Nest WiFi I think I saw each show up as their own entry but I recently switched to TP-Link Deco and I am only seeing one IP address. All the speakers work, fyi. 

I am sick of this. App does not find the system. Ever.

Hi - other SONOS ARC owners have posted this issue previously but it did not reach a resolution so I am reposting.  I’ve just purchased a Sonos ARC and I’m having to constantly adjust the volume level up and down to compensate for the extremely low levels for dialogue vs action / music.  The dialogue levels are extremely low in any movie compared to action and music.  I am using the ARC with a Samsung 55 inch 2019 model.I have set night mode and speech enhancement on.  Still getting the same issue.  There appears to be no further adjustment / modes in the SONOS app to adjust dialogue to music / action balance other than reducing SubWoofer level.  DEAR SONOS team - surely this is a software setup issue which is resolvable?  Please let me know - really don’t want to send it back!! Quite bummed!  Love my Sub, Play 5 Gen 2 and Gen 1 and Play 3.  Thanks in advance for your timely solution to this issue.  

What a terrible customer experience!  I have changed router and wanted to connect two SL ones. After many days and hours I have not succeeded.  Speakers have been resetted Sonos app have been updated. Sonos app have been deleted as installed again.  I have read the instructions on how to connect to speakers, connecting to WiFi etc. When connecting a speaker to the system it pass through:Add productDetect sound codeAdd to local WiFi networkAnd I get the message: …. Is now a WiFi network your Sonos system trust.  …however when selecting “done” the speaker doesn’t show and there is no connection.  How can Sonos make such a terrible guide and yet the speaker is still not connected? What am I supposed to do here?  Your help is much appreciated.  

I keep getting Error 1000 when I try to set up my new ONE SL speakers. The update needed popup blocks me from using anything in the Sonos app and keep leading me to the error code. There's no way to bypass it and play existing speakers. Very frustrating! About to return all $2500 of speakers today!

So, last night (17 July 24) experienced intermittent audio dropping whist listening to TV audio on our Playbar. No changes to the setup at all. This issue just started to manifest itself. TV connected by optical. No TV software update. No previous issues observed at all. Will look to disconnect, clean and check optical later. Noted in Sonos App that the status of the Playbar changes from TV to no input. Anyone else experiencing this?Thanks. Kieron

After update of May, 2024, Sonos will only let me play one song at a time from “Top Songs” playlist. How do I resolve this?