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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.

19002 Topics

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rbradford123Contributor I
asked in Portable speakers

Sonos roam - issues, issues issues

I have an old play 5 1st gen which I have now put on a separate s1 systems - tick - job done. dead easy to set up.1 have a beam and two 1 sl’s in my bar which are now on the S2 systems - tick job done - dead easy to set up. I have been given a Roam for my birthday - hurrah!?? No… not hurrah. can i connect the roam? no!!! i need to change my sky router settings - I have sky-q as well. I - like most - are not proficient in the way of IT and the mere thought of twiddling with the internet settings leaves me cold... And quiet frankly - for an off the shelf consumer product you should not need to delve into the wizardry and witchcraft of the IT specialist.  I did however delves into the dark arts - If i try and separate the 2.45ghz and the 5 ghz sync as requested then the rest of the tinterweb is up and down like a yo-yo. the rest of the ‘try this’ pointers I could not even fathom so left them as they were. I put it back the way it was and closed the coffin lid - never going there again. So

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Corry P
2 years ago
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Shakerag65Contributor I
posted in Portable speakers

Serious Roam problems

Finally got my Roam. Really disappointing. Charged it for four hours. Tried every adapter in my house. Finally to got 100%. Played for four minutes then turned off. Flashing red light. Left to charge again overnight. Turned on for ten minutes then turned off. App is saying 100% but won’t play. When operational, also dropped off my system every two minutes and need to be reconnected. Oh dear. Think I’ll need a replacement. And if that’s no better, refund. any thoughts? thanks!

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Corry P
2 years ago
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Brewsta612Contributor I
asked in Portable speakers

Sonos Roam keeps turning itself on

I have a beam and 2 sonos 1’s linked together in my apartment. I bought the roam for trips and the beach etc. and just want it in my closet when I’m not using it. Problem is whenever I tell my Sonos Beam to play music on my devices it automatically turns on my roam. This is real annoying. Any thoughts or solutions to this? 

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G
2 years ago
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Harvey70Contributor I
asked in Advanced setups

two sonos set ups

Hi ,  im hoping someone can help with this . About 5 years ago I brought my first Sonos speakers in my home and as you do keep adding to the list of new products.  I recently set up a Sonos system in my garage which is about 100 yards from my back door and even further away from my router. I ran the cable around the side of the house and put a new box in the garage and connected to a new router. I set up the 5 and 2 x 1’s in the garage and use the app on my phone. I had to start up a new account to register these products. When I enter the house the router changes and loses all of the products in my home as I have been using a different router in the garage and reverts to the account in the garage and won’t let me sign in under the old account. is there a way I can link both speakers in garage and house to the same account to resolve this problem or some kind of booster that will link both sets of speakers given the distance between the house and garage.  thanks 

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H
2 years ago
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dawson8321Contributor I
asked in Home theater

LG OLED and Sonos Beam are not working

Hello,I’ve spent three hours today calling between LG and Sonos Customer Support and know one can really help. I tried everything from turning off the TV/Soundbar for 30sec. Adding a new device in LG even using Philips instead of Sonos. Deactivating eARC in the LG setting, and I'm super frustrated as you would think a 1700 USD dollar TV and 400 USD soundbar would sync properly, and instead I get no tone over the Soundbar and the TV remote setup for Sonos does not work.. Does anyone have the same issue or is it just me???

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D
2 years ago
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NancyDContributor I
asked in Components and Architectural

Spotify complains of unstable wifi

I’ve been listening to Spotify since purchasing my Beam and OneSLs several months ago. Last week, Spotify started complaining that my wifi was unstable. All other services play fine. I’ve forwarded a diagnostic (200988785), and verified nothing is blocking between wifi hub and Sonos.

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N
2 years ago
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sherpahighContributor I
asked in Components and Architectural

Playbar "Unable to connect to Sonos LET'S FIX IT" Over and over and over and over

This issue is frustrating me to no end. It’s happened intermittently over the last couple of years, but a router reset and jumping through the hoops on the app usually sticks for a couple of weeks. Lately though, after getting it reconnected it’ll be unable to connect again the same day or next day at best. It is a complete pain to have to reset the router at all, let alone daily. Especially since we have 2 adults working from home and have had intermittent school from home with our 3 girls…. seemingly never a time when something important isn’t happening that requires the wifi. The Playbar is the only sonos product I have and it is the main wireless speaker used for music and radio in our main living area. At the moment it’s completely useless as a 10-15 min process to put on music over a busy morning’s breakfast and school/work prep is just not feasible. Is there a way to fix this for real or is this just relegated to a tv only playbar now? 

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Airgetlam
2 years ago
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FransWContributor I
asked in Components and Architectural

automatic skips songs

I am having a barbecue right now, so I cannot ask for online chat support, but I created a diagnostics file right after my Sonos skippedto the next song without me pressing next: 116502632 is the diagnostics number. this happens lately more often. It could be the ZigBee sensors I am using lately but I am uncertain why this happens and what to do about it. I changed the ZigBee channel of the Sonos to 6 to no avail so perhaps it is something else

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buzz
2 years ago
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Miguel1959Contributor II
posted in Controllers and Music services

Problems with XML files?

I have a Sonos Move, One SL, and Port and a Brennan B2 music server with my CD collection that has been working perfectly for almost a year. However, three days ago I noticed that some songs can not be found by my Sonos in the Brennan server. The most puzzling thing is that the “trouble” songs play in my One SL when it is the only speaker but not if I make the Move or Port the sole output. I notice that the problem songs have characters like ñ, accents, and/or question/exclamation marks in their titles. I reset all my Sonos components and that by itself does not fix the problem. The problem goes away only when I remove the offending characters from the name of the songs in the Brennan B2 music server. I have not made any changes in my system to have caused this problem. Has there been lately an autonomous update in the firmware of my Sonos components? How can I fix it? I would prefer not having to go through my full library in my server removing offending characters that were not a pro

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M
2 years ago
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uGATZContributor I
asked in Home theater

newbie connection probly

Hi, Newbie connection problemMy friend gave me his playbar and bridge and I'm looking to use it as a music speaker, I've never owned a Sonos product before so completely new to it, I've factory reset both and they have both have got green flashing lights, I've downloaded both sonos apps because I wasn't sure which to use, the S2 app found the bridge but not the playbar and said it was incompatible and that I should use the S1 app but that won't find either the bridge or the playbar I have the bridge plugged into my router via Ethernet, I've been searching the internet to find a solution, help I just want to play some musicThanks     

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G
2 years ago
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rj_whitehouseContributor I
asked in Components and Architectural

Sonos Patchiness

Does anyone have suggestions on how to make my Sonos less patchy. I currently have the below setup. Office - Connect (network cable extension from router -> tp-link splitter)Around 11 feetHallway (in between office and living room) - Boost (network cable into router)Around 20 feetPlay:1 (living room) (wifi) Laptop -> Connect (line in) Currently set as Automatic Audio Compression, but have tried Compressed and Uncompressed myself. When using my laptop using the Connect line in, the Play:1 is so up and down it’s very annoying. Sometimes just stop, play via the app wakes it up, but sometimes it doesn’t. I do live in an apartment so there is other wifi noise, but using wifi detectors, my wifi is generally at least twice as powerful as neighbours wifi. I realise the Connect is not supported anymore, but I don’t really want to upgrade everything, if everything is the same patchiness. I’m currently trying to stay away from getting cables across my hallway to the living room but surely t

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Ken_Griffiths
2 years ago
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jjododAvid Contributor II
asked in Components and Architectural

Voice Services “Sonos Offline”

Voice Services not working suddenly. Neither Alexa or Google assistant can connect to Sonos Ones. GA says “can’t connect” and Alexa show the speakers offline. I have tried absolutely EVERY troubleshooting step without success. Of course, Sonos support unavailable till Tuesday. Any thing I might be missing?Also…no microphone light on.

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Ken_Griffiths
2 years ago
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cooleysworldContributor I
asked in Components and Architectural

Sonos Connect connection issues

So I have the Sonos Connect. For some reason it keeps needing reset. I did a master reset and set it up again and it works fine. Then when i try to use the next day my app says “unable to connect to sonos lets fix it” So Ill go through and set up again and all is fine until the next time I go to use it. What is going on? Can the connect have gone bad? 

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Airgetlam
2 years ago
jazzpackages
jazzpackagesContributor I
posted in Components and Architectural

Recieving an “errorCode: ERROR_RESOURCE_GONE” when trying to send play command

I have been trying to figure out the sonos api over the past few days, but unfortuanetly have hit a road block. I have already gotten my tokens and room names and and favorites Id, but when I send the curl request to play a song I get the error described above.Curl Code : curl -X POST -H "Content-Type: application/json" -H "Authorization: Bearer {TOKEN}" "https://api.ws.sonos.com/control/api/v1/groups/RINCON_48A6B88A5B14014XX:XXXXXXXXXX/favorites" --data @play.jsonI keep the body in a .json file called play which contains the code:{ "favoriteId":2, "playOnCompletion":true }I have not been able to find any documentation on this issue online, so any and all help is very appreciated.

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controlav
2 years ago
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jackLexContributor I
asked in Home theater

Amp, Arc, and Turntable questions

I currently have a surround system with an Amp hooked up to two wired front speakers and two Ones as rear speakers (plus a Sub). I also have a turntable connected to the Amp. I am thinking of getting the Arc, but I am not sure how to set that all up - I understand that I can connect the Arc to the TV (via HDMI-ARC) to serve as the front channels (instead of my current wired pair), and the Amp can control the rear Ones, but I have also heard that the line-in is disabled when the Amp controls the rear speakers in a surround system. Is this true? Is there another way to set up a system with Ones + Arc + Amp + a turntable? Thanks!

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G
2 years ago
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T89Contributor I
asked in Portable speakers

Sonos Move Bluetooth Unable to Connect

My Sonos Move would not connect to my computer via Bluetooth. It worked previously. So I deleted the instance and tried to re-add without success. I would press the join button, Sonos Move would appear in my device list, I select, then I get error, “Unable to Connect”. So I moved to my Wi-Fi, no issues. So I thought my computer’s Bluetooth dongle was bad. I went to connect to my phone and that’s when I found the problem. Sonos Move was already connected to my phone. I disconnected from my phone, pressed the join button, and my PC connected to the Sonos Move again. Even though the Sonos Move stores up to six devices, it automatically connects to the first device it discovers.  I have a Bose Soundlink and it immediately announces which Bluetooth device I’m connected to. Is there a way for the Sonos Move to tell me which Bluetooth device it’s connected to? If not, is there a way to put in a features request?

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Ken_Griffiths
2 years ago
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Pablo 2287Contributor I
asked in Portable speakers

new ROAM

My new Roam sound is perfect, but when on bluethooth from my Iphone, souds cut for 1 second every 3-4 minutes. My phone is close from the Sonos Roam. I do not have this issue on other bluetooth device. Any idea ?

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Ken_Griffiths
2 years ago
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AJL10Contributor I
asked in Home theater

Sonos surround setup disappear from app everyday!

Hello,I have a Eero mesh network and have tried the troubleshooting steps above, putting the mesh network into bridge mode but my living room setup (beam, sub and 2x one SL) still disappears from the sonos app everyday! At least once A day I have to search for missing products or update the network on my living room surround setup so that it returns to the app. This has been ongoing for about a month now, nothing has changed on my network. As a worst case scenario, yesterday I factory restored the whole living room and still the living room disappears from my app.  please help!!

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J
2 years ago
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FinchContributor I
posted in Components and Architectural

airplay stop working all of a sudden?

I’m about to try one last thing - rebooting my phone but so far nothing has worked and I’ve tried everything else. My devices didn’t show up in Sonos either. I had to reboot one and then after that the others showed up magically!  I’ve reported problems like this before and Sonos customer support is hopeless. I’ve made due with the quirks but tonight my Sonos “system” learned a new trick! Airplay doesn’t work!  It worked earlier today but for some reason it stopped.  So I went to use AirPlay but it didn’t work.  My Sonos devices dropped weren’t showing up in the app so I figured they dropped off the network for some reason ( oh and for the record, they were still connected to the wifi and router  I could ping them)   Well now they are in the Sonos app but still can’t air play to them!  I’m going to reboot my phone but this is pretty annoying   Usually getting them back in the Sonos app fixes the problem… Anyone else having this problem? Oh and this website blows on a phone. Scrolling b

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Ken_Griffiths
2 years ago
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Selim SarkerContributor I
asked in Components and Architectural

iPhone cannot find the wi-fi network "SONOS"

For setting up network: at stage“Sonos” wants to join Wi-fi Network “SONOS”? Cannot find any wifi network as “SONOS”. 

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Corry P
2 years ago
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Mauresi85Contributor I
asked in Components and Architectural

Trying To Replace Faulty Pro-Ject T1 SB PHONO is a Disaster

I’ve been trying to get my turntable replaced for the past day in a half and it is a disaster.  I keep getting the told to call here, we don’t do that, call there, email this person--it’s so frustrating.  I bought my Pro-Ject T1 SB Phono TT not even 3 weeks ago and the line out has already gone out on it, all I want to do is replace it and it’s even still under the 30 day warranty.  Sonos claims that they do not replace the turntables, their partners do, so I called them, and they said they don’t replace turntables under 30 days, that’s Sonos’ job lol.  WHAT IN THE WORLD?!?  Hahaha.   Is there any way that I can just send my faulty turntable back and get a functioning one?  Literally that’s all I want.  If anyone could help, it would be amazing!! 

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2 years ago
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budgie 1964Contributor III
posted in Components and Architectural

Sonos connect not working with eARC

Hello I am still looking for the best way to get the sound from my television, Sky dvd player to come through my  Cambridge audio CXA81 amplifier which is in a different room I have  a Sonos connect amp which I used with my previous tv it was plugged  in via red/white connectors and accessed  through the line in function in Sonos although there was a slight delay this was easy to do & worked well.I now have a Sony Tv model KD-48A9 With hdmi E-arc I was advised  to connect  the Sonos  to this through a Tenkak HD10  switch also through its arc setting  but it does not work and just a humming noise comes out, can somebody clarify if this is the best way to acheive this and  how it would all need to be connected as  I am  not certain, the tv and amp both also supports chrome cast which I understand may also work   Any help would be greatly appreciated   Barry

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buzz
2 years ago
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realsherbanContributor I
posted in Portable speakers

Signal dropping for 1 out of 2 Roams

Hi, I have recently purchased 2 Roams for stereo sound on my terrace and I am seeing some issues with one of them - it’s constantly disconnecting when the WiFi network is changed. I’ll explain my setup and I mention I tried resetting both devices to factory settings and adding all WiFi networks to the list -  It looks to me like there’s an issue with that particular Roam, because the other one doesn’t experience any of these issues. Here’s my setup: I have an apartment and a terrace at the next floor, where I get to via stairs. To make WiFi work reliably everywhere, I have a router in the apartment and a powerline extender via the electric grid on the terrace - the SSID is the same for both, they are linked via OneMesh, so when signal fluctuates, the WiFi doesn’t drop on my mobile device and it’s rebalanced. When I run internet speed tests, I get 600 Mb/s in the apartment and 110 Mb/s on the terrace. I use 2 separate SSIDs, one for 2.4 GHz and one for 5 GHz, but I am always connected t

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R
2 years ago
Westeee
WesteeeContributor II
asked in Components and Architectural

Speaker disappear momentarely after upgrade to S2

After upgrade to S2 radio statitions are lacking and regularly stops.  One Sonos 3 speaker in a stereo set up also disappears. Later it normally comes back by itself.Have reset router and speakers with no luck.  

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Westeee
2 years ago
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townleetContributor I
asked in Home theater

Sub Audio Level Mysteriously Reducing

Hi everyone,I have two tv setups at home that both produce a strange issue of unreliable sub audio levels. My living room and my master bedroom each have a Sonos Arc, and Sub. Both setups are wired over Ethernet, with wifi disabled (my own obsession of signal reliability), and have been trueplay tuned.  Everything works great other than most of the time I don’t hear enough bass, so I go into the room settings and manually increase the sub audio level. Where it gets strange is the sub audio level will at some point in the next day or two reduce back down to a low, and inaudible level. For example, if I increase the sub audio to +10, at some point I’ll notice the bass is low again, go into the settings to check, and the sub audio will be down to -1, -8, or something like that. I have since tried removing Ethernet and enabling wifi to test at the suggestion of Sonos support, issue persists. I will also mention that both rooms get used for both tv audio and music regularly so lots of switc

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buzz
2 years ago
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