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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.

18995 Topics

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ClarkKent77Avid Contributor I
asked in Home theater

Sonos Surround Set - Issues

I purchased the Sonos Surround Set. The arc arrived last night, and after spending a fair amount of time trying to sort it, I’m having a number of issues.1.The dialogue sounds terrible. I’ve tried the dialogue enhancer, and it makes no difference. As a test, I put on a nature documentary, and David Attenborough’s narration sounded so muffled, like he was underwater. It was like a jumper was on top of the arc. As another test, I tried various channels (Apple TV, Netflix, Regular TV) and the dialogue sounded poor on most of them. The best it sounded was on a game show on normal TV, but it sounded like it was going up and down, and changing each time a different person spoke. Really distracting.2. The sub makes absolutely zero difference. It is definitely connected, but when I switch it on or off, the sound remains exactly the same.3. The rear speakers (Sonos Ones) are fantastic for music. The quality is high. However, when the surround sound system was set up, I couldn’t hear any dialogu

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Airgetlam
3 years ago
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iainholmes81Contributor II
asked in Advanced setups

Using Sonos Port as headphone source in same room as Sonos Arc surround setup

I currently have a Sonos Arc, Sub and two Play:1's set up for 5.1 surround.I'm thinking about purchasing a Sonos Port, which I'll pair with a headphone amp to essentially create a Sonos integrated headphone socket in the same physical room as the Arc for late-night listening.My question is, if I was to use the Port in this manner, would the 5.1 signal going to the Arc (a movie, for example) get downmixed to stereo before reaching my headphone amp when I'm listening using the Port, or would I only receive the true L and R surround channels (no centre/dialogue channel)? 

3
K
3 years ago
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dhronaContributor I
asked in Components and Architectural

Songs cutting off

Songs are cutting off consistently. This has become very annoying to use. Seems like Sonos is becoming an expensive piece of furniture living in my room now. Can someone please help? Here is a diagnostic report 1411209521. RegardsSantosh 

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Corry P
3 years ago
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Vincent33Avid Contributor I
asked in Advanced setups

Sound quality of SONOS Fives for computer

Hi,I know this subject has already been discussed but mostly about the delay/lag issue.My concern is different and concerns sound quality.I mostly listen to music in front of my computer, through Foobar (mostly FLAC) and Deezer Hi-res.At the moment, I use a DAC (DACMAGIC PLUS) connected to the computer with USB and to active speakers (Focal Shape 65 plus a sub) through XLR.It sounds good but it’s a bit annoying because I have to switch everything on and off when using the PC or not, as the “auto power on/off” of the different devices doesn’t work well.Also, I have Play 5’s in my house and I love their sound, maybe more than the FOCAL (which are “studio” speakers thus more neutral and less “fun”) so I thought : why not try the SONOS on the computer ?It works (with a slight delay but ok for me) but I find that the quality is altered because of the “aux / line in” connection.Maybe it’s only in my head but as the only solution is to connect one of the Play 5 to the DAC through a AUX /RCA c

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V
3 years ago
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hradjyContributor I
asked in Controllers and Music services

Music library on MacBook Pro NOT accessible

I have successfully installed my new device ‘Connect’ (Serial No. D102 1909CP *redacted*), and it is working well. On my Apple iPad, I can stream music from different radio stations to my amplifier and loudspeakers. However, my music library is on my Apple MacBook Pro, but I cannot play any music from my music library. Sonos website says ‘install the MacOs app, then …’. But on the Apple store there is NO MacOs app to download. Can you please help by telling me what to do to play music from my MacBook Library? With advanced thanks, Hamid Radjy

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H
3 years ago
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VheeContributor I
asked in Home theater

Xfinity Remote Only Turns Up Volume

We just got a new Xfinity set top box and I've tried setting up the new remote. After pairing the remote, the mute doesn't work and Volume Up and Volume Down BOTH turn up the volume. It got very loud in here for a bit. How do I get the Playbar to lower the volume when I'm pressing Volume down? 

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Airgetlam
3 years ago
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Jrp54Contributor I
posted in Components and Architectural

Sonos stops playing when phone connects to bluetooth

Hi, hope you can help. I found an old topic regarding this where you state that the phone is a remote and shouldn't affect the playing, but.If I get in to my car and the phone connects to the car hifi music stops. Playing any source.Next, working from home phone calls I connect my Jabra 75t earbuds the music stops.I can just start again but a bit anoing.This also happens when in my sommerhouse, on different internet an separate move.

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J
3 years ago
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rthorContributor I
asked in Speakers

Play 5 gen1 connected but silent

I have two play 5 gen1 and sonos one SL, one of the p5 went silent but is connected.The silent speaker is connected, white light on, volume button and mute works for other paired p5 and it also shows line-in as active when i tried plugging it.I’ve tried factory resetting the speaker, plugging it to ethernet and also switched routers. Any ideas what could be wrong? I’m starting to think it’s hardware related.Thx, Robert ref: 1717545994  

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Corry P
3 years ago
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DatexContributor I
asked in Home theater

Sonos Beam keeps dropping connection to iphone

My Sonos Beam keeps losing the connection from the app and from my Spotify list of devices.The Beam is still connected to WiFi as I am still able to use the Alexa voice control to play music from Spotify or Amazon.To find the Beam again I would have to keep switching off and on the router. The Beam would reconnect with the app again but then the next day would have disappeared again. Very frustrating. It was obvious that something was happening overnight for this to occur again and again.I have since switched off the option for the Beam to check for updates automatically overnight. Since I have done this, the problem of the Beam disappearing from the app and the Spotify list of devices has been solved.So although this solution works, I now have to manually check every now and again for updates. This isn’t ideal and I feel it must have been in an update for this problem to suddenly occur. I had had the Beam for 6 or 7 months with no problem like this at all and my Wifi network at home i

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Corry P
3 years ago
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lovewillrule1023Avid Contributor I
asked in Home theater

HELP (for a friend). Arc / Sub wont stay connected to app

I talked him into spending almost $2000 on a Sonos system (Arc and Sub). He’s been having problems since the beginning. It works fine with his TV, but then he goes to his app to play music, and his system is not connected to the app, he has to run through the set up again, the app finds his system, and works, and then after he watches TV again, he has to do the same thing again, go through the set up to find his system to play music because once he’s watched tv his system is no longer found with the app.  he has submitted a diagnostic report and is not getting help

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L
3 years ago
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airtasTrending Lyricist I
asked in Components and Architectural

On this mobile device freezes after a few minutes on Android

Ever since the new upgrade when I shuffle on this mobile device everything is fine initially but after a couple of songs the queue changes and freezes. Sometimes the music plays without the now playing updating. Eventually I need to relaunch the shuffle.  Any idea what is going on? 

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Corry P
3 years ago
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TrizeContributor I
asked in Components and Architectural

Stereo not working

Hi, I do own a Sonos play 5 2gen and a sonos five. I would like to create a stereo pair, but it doesn’t seems to work in the appAre these 2 speakers not able to be in stereo mode together ? Why is that ? Thank youTrize

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N
3 years ago
Salty69
Salty69Contributor I
posted in Components and Architectural

Sonos and BBC Sounds

Well after 18mths of “reasonable” success with BBC radio via Alexa and BBC Sounds skill, all has now ended! Was my success out of the norm as I see the BBC and Sonos don't appear to be talking, and no matter what I try Alexa tells me despondently to try again in a little while!Tech should not be this problematic and I’m not pleased that the BBC keep telling me to listen to everything on the Sounds App. Email to the BBC next?

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Salty69
3 years ago
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CapstanleyContributor I
posted in Components and Architectural

sonos and xfinity, same old issues

Same problems everyone else seems to have.... set it up, worked for a few minutes... popped an error. Will not work with Xfinity now.... tried reading all the suggestions here, just made me more upset that my gear I paid good money for will not work now.

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Airgetlam
3 years ago
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CMM67Contributor I
asked in Portable speakers

Can Roam connect to Boost as opposed to my general wifi?

My new Roam wants to connect through a pop up in the Sonos App and I can’t find a way (having reset twice so far) to get the Roam connected to Sonos Boost and not the general home wifi. It will only show in the Sonos System Info in the About My System as WM 1 while all other products are WM 0. It will be frustrating if the Roam cannot benefit from the Boost while at home and therefore suffers the very same problems that caused me to get the Boost in the first place. 

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ratty
3 years ago
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AlijohntContributor I
asked in Home theater

Does arc work ok in a tv unit?

We have arc, 2 one sl and a sub as home theatre. Does the arc work noticeably better if it’s not enclosed on a shelf in a tv stand…or will we notice a difference if it’s freestanding on top of the tv unit? Thanks for any advice

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A
3 years ago
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B9bennyContributor I
posted in Portable speakers

Setting up Roam when you have an old S1 system

If you have an old S1 system and want the Roam set up as a separate system on S2, you need to swithc off all your product, while you set up a separate system, or you can’t setup your new Roam.After setting up a new system in S2 app, your can switch your old products on again and access them in your old S1 app.After setting up the Roam via network, you can switch on the bluetooth system.Only that way you can get your Roam to work,It took me a while to get it to work, but now it works fine.SONOS please let your customers know this fix, or you’ll get unsatisfied customers.

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Xander P
2 years ago
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jdshoContributor I
asked in Advanced setups

How to Solve Latency Issues with Connect and Yamaha Receiver with other Sonos Speakers

Hi all,I have a Sonos Connect connected to a new Yamaha receiver (Yamaha TSR 700). I’m having trouble with the settings involved in getting the sound from music coming from Connect+Receiver to align with the sound coming from my other Sonos speakers throughoug the house.  We think the sound coming from the Play 5, Sonos One, Beam, and Move is ahead of the sound coming out of the Connect + Receiver. Very slightly, but with the more brassy tones it is pretty noticeable.  I solved this before with an old receiver, but every receiver is different. Hoping this community can help provide some tips on how to solve this. The Yamaha has Scene settings so I can save whatever settings end up working for whole-house listening.  thanks for the help! 

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K
3 years ago
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Craig BContributor I
asked in Components and Architectural

Sonos app keeps losing wifi signal

Hello,We are new to sonos and have recently purchased 3 play 5’s. We are all using android phones and are all experiencing the same issue… losing the wifi connection with the controller.We live in a large house (6000sq ft) and the speakers are outside in our outdoor living area. Our router is centrally located on the top floor of the house. I am using a sonos boost. Everything works perfectly when we are in our home. Its just when we go out side… the controller appears to lose wifi coverage making it difficult to connect to speakers, change songs… etc.Not sure what to do… whether to get a WIFI extender, if so, which one? indoor or outdoor? or use a mesh router?Any help would be appreciated...

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Corry P
3 years ago
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martinespinal129Contributor I
asked in Home theater

Sonos Arc Atmos on Samaung Native Apps

I just bought the Samsung Q90A tv and turned on the eARC feature for my Sonos Arc. Everything has been set to Auto as far as audio detection goes, but I notice that the native apps on the TV like HBO and Netflix and Spotify do not play in Atmos Am I doing something wrong? for reference I used HBO on my Xbox One X and it played in Atmos   

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G
3 years ago
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Thewizard2000Chromatic Producer I
posted in Components and Architectural

Issue with Hifi music (drop, unsync)

I have since day 1 issue when playing flac Hifi music (Tidal, Deezer, flac files on my phone).I have 2x sonos five, 2x sonos one.The issue is EXTREME unsync music and rooms drops every single times when i select new music or if i forward and backward the musicI tried tons and tons of things that do not solve the issue at all.The only solution i found is to plug every sonos speakers on ethernet cable OR  use MAXIMUM 2 speakers AT same time. If i play with more than 2 speakers, the issue come back again without ETHERNET cables.These are the things that i tried yet.-Try with SONOS Boost device enabled.-Try with sonos boost and 1 wired speakers.-Try with sonos boost and 2  wired speakers.-Try without sonos boost with 2 wired speakers.-Try to move sonos boost closer to my room, and farther.-Try to move speakers anothers places.-Try to change the router for a brand new one, with satellite lastest 6TH generation.-Change IP adress.-Tried all available routers channels into sonos app.-Tried all

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Ken_Griffiths
3 years ago
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yearofthebeatContributor I
posted in Controllers and Music services

Was I hacked? Email address changed without my permission.

Hey there, a few days ago I received an email from Sonos asking if I changed my email address to one I’d never seen before. My system is new and I’m the only one who’s owned it, so (reading into other threads here) I don’t know how this email address could’ve landed in my system. I called Sonos today and the tech helped me transfer the system back to my original email, but we’re still clueless how this happened, and I’m concerned there’s a wider issue. Oddly (no idea if it was related), earlier the same day I received a phone call from an “Apple rep,” which turned out to be part of the “iCloud breach” phone scam. I realized this after a few minutes on the call and hadn’t given the caller any information. Still, the timing of the change on my Sonos account to an email I’ve never heard of has me concerned. Anyone else experienced this?

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Corry P
3 years ago
S
SparkesContributor I
asked in Components and Architectural

terrible sound with Play 1 speakers, Sonos Port and Denon DP-300F turntable

I bought a Sonos Port specifically to go with a new Denon DP-300F turntable so I could play vinyl through my Play 1 speakers.  I’m taking advantage of the turntable’s built in pre-amp.  The sound is total garbage; tinny, weak and staticky.  I’ve changed the pre-amp setting on the turntable just to be sure I have it in the right position.  The other setting produces no sound at all through the Sonos system.  The speakers sound great playing music streaming services.  It is just the Port with the turntable that sounds terrible.  Any suggestions to improve this?

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J
3 years ago
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deeepraveenContributor II
asked in Advanced setups

Sonos Sub Keeps Dropping out Google Wifi

Hello all.Need some help here, have a sonos playbase, 2 sonos ones and a sub (got it a couple of months back) and since then I have been having issues to keep the sub on the network. I have a google wifi mesh ( 1 in the living room where the system is set up and a couple more in the other rooms). I have the sonos 1 connected via a ethernet cable for sonos net. My sub is not too far from the wifi point. Every other day my sub keeps dropping out with a question mark, I have tried the following.Played around with the channel and now set to 11 dont know which one to select because whatever I select does not seem to work. There is no way I can change the channels on the google wifi.  Assigned DHCP IP to all the devices so that the sub always gets the same ip. I reset the whole system so many times and set everything as new and that did not work.  I do not have any interference close to the sub.  call the support and they said sub is not receiving the signal, but it is close to the router ar

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D
3 years ago
D
DuDContributor I
asked in Portable speakers

Move showing as Offline and won't connect when showing on Spotify

My Move shows as offline in App, however when connected to Airplay will stream without issue until added to my network, then the Move drops out.  I have reset and rejoined the Move several times without any improvement.  A System Diagnostics report has been submitted. The Bluetooth button does not switch between WiFi and Bluetooth :-(  Any help would be appreciated.

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James L.
3 years ago
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