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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.

18997 Topics

Edward R
Edward RRetired Sonos Staff
published in Speakers

Factory Reset: What you need to knowF.A.Q.

Sometimes, we just wish we could start over. Though if you’re considering factory resetting your Sonos devices, there are a few things you should know first.    What a Factory Reset is Not:    A cure for skipping music. The majority of cases where music is cutting out or skipping are caused by interference in the WiFi environment (Even if everything else seems fine, and yes, even if you seem to have good bandwidth in that room). Sending music from room to room (or device to device), is rather demanding. Just because one device works fine, it doesn’t mean that all others will as well. Location, distance to router, devices nearby, there are many things that can influence a WiFi device and its ability to effortlessly send and receive information.    The solution for a room disappearing from the app.  Factory resetting your speaker to solve this problem is rarely (almost never) the answer. You would be better served by doing an evaluation of your network environment, to ensure there is no

201586
Edward R
4 years ago
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rmartin7
asked in Home theater

Sonos Arc, Apple TV 4K and eARC setting on LG OLED C3

I just bought a new Sonos Arc and LG 65OLED65AUA tv.  Everything seems OK but I am having problems with sound from my Apple TV 4K (latest version).  I only get sound when Dolby Atmos content is played, no sound with Dolby 5.1, HD, etc.  I spent and hour with Sonos phone  support yesterday.  We were unable to find a solution.  I tried different settings on the Apple TV and LG tv.  Today I turned off the eARC setting on the LG tv and now all is working.  I think with eARC there is more information transferred with ARC and there might be a slight difference in sound  with Dolby Atmos.  The eARC was turned on automatically when I installed the Sonos Arc on the LG tv.  Just curious why the eARC setting seems to fix the problem.  Thanks.

85
R
6 months ago
K
king60115Contributor I
posted in Speakers

volume changes on its own

The volume keeps lowering on its own

13
P
5 years ago
S
SwATisOContributor I
posted in Components and Architectural

Sonos Play 1, trying to find parts to repair

Hello, last week Ive found my Sonos 1 without any light, so I started to troubleshoot and the yellow part in the picture is damaged, plastic and wires are cuts. DXTPQ2020-225, didnt find any parts info for replacement, any idea ? Thanks [img]b2ba871b-6957-4423-a0ac-104a5a97a5c4.png[/img]

27
P
3 years ago
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sparkymark75Enthusiast I
posted in Advanced setups

Access Sonos from a different wireless network

I have a Ubiquiti Unifi setup at home with multiple VLANs and wireless networks. All of my Sonos speakers are connected to the IoT wireless network (which in turn is associated with the IoT VLAN). My phone and laptop are on another wireless network, called Home (which is connected to the main LAN). I have firewall rules in place to block cross-VLAN communication but I do allow devices on the Home LAN to communicate with the IoT VLAN (the connection has to initiate on the Home LAN). Obviously when I open the Sonos app on my phone, it can't find any devices until I connect my phone to the IoT wireless network. Is there any way for me to get this working so that I can use the Sonos controller on the Home wireless network with the Sonos equipment on the IoT wireless network?

6
J
5 years ago
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GaryBixContributor I
posted in Portable speakers

Bluetooth on Roam

Cant connect, only getting a white colour appearing, Roam not showing up as a device in Android when next to itOh and the App is useless BTW bit will keep product if can Bluetooth it !

54
N
9 months ago
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Jost L. HansenContributor III
asked in Advanced setups

3 (or more) Play:1 in one room without stereo pairing

Hi, I have 14 Play:1 hanging in a large room. Right now they all are in their own "Room" and then I have put all rooms in one group. But I would really like to have another setup: One room with 3 speakers One room with 5 speakers Three rooms with 2 speakers And then group all 5 rooms. The three rooms with 2 speakers would normally not be a problem, but when I put 2 speakers in one room they are getting stereo paired and I don't want them to be paired because they are not hanging so it makes sense to make them stereo paired. I haven't tried to put a third speaker in a room because of the stereo pairing, so I don't know what happens when I do that. Can I make the five rooms with out stereo pairing the speakers? Thanks in advance Jost

8
V
7 years ago
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pghallidayContributor I
posted in Home theater

I occasionally get a loud buzzing over the audio from Beam connected with HDMI

Is anybody else experiencing this. It only started happening yesterday and I have had my Beam for about a year. I have the Beam connected to my Samsung Smart TV using HDMI (ARC) and it happened when I started a YouTube video through the TV YouTube app. There was a loud buzzing noise over the audio. At first I thought it was a TV problem, but I switched to the TV speaker and it was fine. When I switched back to HDMI the problem persisted. I also unplugged the HDMI from the Beam and plugged it back in but the problem persisted. After rebooting the Beam (by removing and reinserting the power cord) the problem went away. However it has happened at least 3 times over the last 24 hours. It should be noted that if I stream to the beam over airplay while in this state the buzzing doesn’t happen. Also the Beam is in a surround setup with a Sub and 2 Sonos Ones. As it just started happening I wondered if it was due to a software update or something.

121
R
1 year ago
SarahN
SarahNHeadliner I
posted in Controllers and Music services

Recent 15.1 update - Sonos Boost 'Updating' (looks like an app glitch)

HiDid the update last night and ever since, my Boost sporadically shows as ‘updating’ on the app, with a blue dot next to it. It does sometimes show as normal but then reverts to this ‘updating’ status. It isn’t updating though and everything seems to be working fine. So looks like just a glitch and I have noticed folks on Reddit also commented the same.Anyone else got this little issue?

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C
1 year ago
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drbasham12Contributor I
posted in Advanced setups

Working with Linksys Velop

I recently moved to a new, larger home and started from scratch. I purchased the 3-node Linksys Velop system for Wifi coverage and have 5 Sonos units. I have seemingly very good Wifi coverage with all typical devices. I have had issues with the speakers not showing up occasionally in the controller app. When they do show up, I still have skipping of songs in the middle of them, etc. It will occasionally all work perfectly, then at times have trouble. I connected one of the speakers to one of the Velop nodes, but don't know if this really helps. I use Amazon Music, Apple Music, TuneIn Radio I hoped I wouldn't need a BOOST setup with the fancy, new, expensive Wifi system... Questions are: does connecting a single speaker to the node via Ethernet change how the other units work at all? Other tips/tricks? I've changed the channel from 1 to 6 without much change, will try 11 next... Should I just eat it and buy the BOOST?

15
D
4 years ago
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Laurence5Contributor I
asked in Speakers

Sonos Play 5 Gen:2 will not connect to WiFi

I forgot to add the diagnostic information, its #1488866377

108
Stanley_4
4 months ago
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BunkMuffinContributor I
asked in Components and Architectural

Compatibility WiFi 6 (802.11ax) mode

Hi there.I recently upgraded my router to a Wifi 6 (no extender or mesh). I have3 x older Play 1s (2 as surrounds)1 x Soundbar3 x One SLsI have found that, using 2.4GHz wifi, the 3 One SLs (i.e. newer hardware) work just fine however the older hardware cannot be seen on the networkUNLESS I turn off Wifi 6 mode and go into a compatibility mode… Then everything is fine. As a workaround, my house is Cat 5 wired (and a couple of units are placed to enable connection directly to an ethernet port. I therefore connected the Playbar to try and create a hard wired configuration… It seemed that this didn’t work either, with an inability for anything to be seen / configured by the iOS app…My questions are therefore:1. Am I right to assume the Play 1’s and Playbar will not work with Wifi 6?2. Because wireless router remained on whilst trying to config in wired mode, has this prevented a wired mode setup working?3. What is the range of using SonosNet (i.e. wired mode) vs WiFi?(and finally) 4. Would

41
B
3 years ago
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PixieBelleContributor I
asked in Controllers and Music services

Problems with using Apple Music on Sonos

I use Apple Music through my Sonos and used it successfully in the past. What has started happening recently is that I select apple music, then get asked to re-authorise the account, which I do and get a message stating setup is complete, when I click on done, the Sonos message states it is unable to browse music, so I click back to the main menu to select Apple music again and repeat the same process with the same result. My phone that I have the app installed on is a Samsung S20 with the Version 14.12 of the Sonos app installed. I have deleted apple music several times from Sonos and re-installed as suggested by Sonos online support team and I use apple music fine on my phone with my Samsung buds but I can’t seem to get Sonos to recognise the apple music account any longer. Has anyone else had this issue recently and does anyone have a solution?

13
F
1 year ago
T
TSIContributor I
asked in Portable speakers

Roam keeps turning itself on.

Just set up the Roam.  Sounds great but a few minutes after I turn it off it comes back on.  Has done this several times.  Any ideas?

79
Ken_Griffiths
2 years ago
M
Mr.Jhay31Contributor I
asked in Advanced setups

Help on setting up a simple karaoke on sonos arc via mixer.

I have a Samsung smart tv that has optical drive and hdmi earc and hdmi arc compatible to sonos arc.I was searching through google and youtube how to get the sonos arc to work on a mixer but i dont find any possible solution on how to get this set up before actually buying the mixer because it will be a waste of money if the set up doesn’t work on my sonos arc and smart tv. I was planning to buy this sound town mixer https://www.amazon.com/Sound-Town-Channels-Microphone-Microphones/dp/B086WY6Y34?ref_=ast_sto_dp&th=1 to connect on my sonos arc will this actually work if i connect the tv optical audio output to this mixer and then i connect the mixer optical drive to sonos arc via HDMI optical drive adapter. Does anyone tried this setup before? Can u please help me on any suggestions that might work on sonos arc to mixer to TV.

5
buzz
2 years ago
J
joanna72Avid Contributor I
asked in Speakers

Why does the sound from my speakers keep cutting out intermittently?

HiI was wondering if anyone knew what issue I was having with my Sonos system. I’ll try and explain it in the best way I can.My Sonos system consists if one Sonos Arc, two Sonos One speakers, both a left and right for surround sound and a Sonos Sub. I have the Sonos Arc connected to a Sony Bravia TV OLED using the Arc port and also connected with my Dell PC through Airplay as it is not connected through a cable.The issue I’m having is related to iTunes, which I use to listen to all my music. It starts fine with no issues but say after 15 minutes or so the sound coming from the speakers begins to cut out intermittently and sometimes the sound coming from the Sonos One speakers cuts out completely leaving only sound emitting from the Sonos Arc. It only cuts out for say a second but happens more frequently the longer you listen to music.I only have this issue when I’m listening to music via iTunes and not when I’m watching the TV or watching a film from the Blu-ray player, which work perf

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J
2 months ago
E
EE1927Contributor I
asked in Advanced setups

Can I use Sonos One as front left and front right with Sonos Beam?

I am pursuing a 5.1 surround sound set-up for my medium-sized game room. I plan to get a Beam and Sub as well as an Amp to power two in-wall rear speakers. I know that the Beam can output front left and front right in addition to center; however, I am curious if it is possible to 'boost' the front sound by getting two One speakers for front left and front right while also using the Beam. I understand that the Playbar may be a better option for front sound but I like the look of the Beam better and want the HDMI ARC functionality found in the Beam. I simply ask if it is possible to set up my front sound with a Beam and two One speakers (and still have it sound as it should), not whether it is practical or what others would do.

5
melvimbe
5 years ago
P
PhiloLynottContributor I
posted in Components and Architectural

Sonos One disconnected overnight "WiFi password incorrect" fix.

Dear Sonos-ers!TLDR;Issue; “Incorrect password” for wifi set up even though you enter the right password.Fix; “Incorrect password” → Factory reset → Ethernet to router → create new router password for network on router → set up speaker again with Ethernet still in → “create wifi network” via app → Enter your new router created password → should work!I am creating this as hopefully my first and last post on this community thread.=============================================I have spent the last 2 hours troubleshooting this issue, so creating this in the hope that this helps you further. Hopefully this will improve my karma!I went to sleep last night with the Sonos One speaker working perfectly, with a smile in the corner of my mouth. Waking up, the Speaker was essentially a brick, went through the “whats wrong” troubleshooting several times via the app to no positive effect.Then, I eventually got the “enter your wifi” option, entered my password, and got “password is incorrect”. I thoug

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controlav
3 years ago
S
srosvoldContributor II
asked in Home theater

Arc stopped working on Samsung TV

It was working fine and then just stopped working two nights ago. I have an older Samsung smart TV. I have tried changing HDMI cables, turning Anynet on and off, disconnecting the ARC power and HDMI, re-connecting them and nothing seems to work.

3
S
2 years ago
M
Michel_3Contributor I
posted in Advanced setups

Hi-resolution support required (eg: AIFF 96kHz/24bit)

PLEASE add hi-resolution file support (eg. AIFF 96kHz/24bits) In a world where CDs are becoming obsolete, I believe a good share of Sonos customers are still looking for hi-fi quality, not only the mediocre (format) quality provided by most digital music services/stores. It is rather purpose less to invest in the acquisition and maintenance of such a high quality product as a Sonos system and, not being able to play the best sound quality available with it! Thanks for kindly prioritizing such improvement :o)

79
C
5 years ago
M
MikeConnellyEnthusiast II
posted in Advanced setups

Advanced Sonos Wireless Network Configuration Using Sonos BOOST

I wrote a how-to on my blog that describes in detail the performance differences between: * using your existing WiFi network (“Standard” mode), * using SonosNet 2.0 (“Boost” mode) with an Ethernet-connected Sonos speaker, * using SonosNet 2.0 (“Boost” mode) with an dedicated BOOST device, and * adding a second and then a third dedicated BOOST device Initially, I had only two Sonos One smart speakers, each in different rooms. I used Standard mode, connecting them to my Wireless AC WiFi home network. As I added more Sonos speakers, I encountered occasional audio drop outs, particularly noticeable with paired speakers and particularly with lossless audio. Now, I have purchased three Sonos BOOST hardware devices to feed over a dozen Sonos One smart speakers. In the article, I walk through using the Sonos Network Matrix to optimize your network (and therefore audio) performance. Beyond the red/yellow/green color codes, I describe how to understand signal strength, noise floor,

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M
5 years ago
A
alphagetti666Contributor III
posted in Advanced setups

Connect Sonos from office to home via VPN

Has anyone connected their Sonos system from an office location to their home? I'd like to know what I need to check to ensure that things work. I have a VPN connection between the office and the home. I am able to remote desktop without issue, but I can not seem to get the Sonos system to connect to the home network. Does the Sonos need to be able to access the server with the music directly? Can it be streamed? etc. Thanks, Ed

17
D
5 years ago
J
joenutContributor I
asked in Home theater

Sub Connected but no sound

Hi. my Sonos shows Family Room (+Sub), but no sound is coming from the Sub. I have been troubleshooting this for days. Forced Sonos speakers to be on the 2.4GHZ bandwidth by renaming a dual band router, made each speaker have its own DHCP reservation on my router, tried hardwiring an ethernet cable to the playbar. Under Advanced Settings / About My Sonos, It shows both Playbar and Sub, but it states "Warning: Your wireless network will not support the use of a Sub or surrounds with your Playbar". It worked perfectly for 2 weeks when all new, but have been having a lot of troubles getting it to all work smoothly again. The playbar kept losing its connection, but i think I got that sorted at least. Please help!!, as this is getting very frustrating for such an expensive sound system. Thanks,

6
Jeff S
5 years ago
C
ClientFrustreContributor I
posted in Components and Architectural

Impossible to connect after change of Wifi network

I am sharing here my customer frustration. I change my Wifi network.  It took me 15 seconds to update my google devices, 10 seconds for Alexa devices and I am still troubleshooting my Sonos after 2 days.I have the exact same problem than the case below but unfortunately cannot connect my sonos to an ethernet cable. For a Wifi sound system it is incredible that the product is not better tested and the app support is very light.  

14
bockersjv
2 years ago
L
LIONMOMContributor I
asked in Speakers

How to connect old sonos speaker?

Hi, I have an old Sonos Speaker Play:5. It was manufactured in 2011. I want to connect to my cellphone and my computer. But i cannot connect to the speaker. Please tell me how to set up connection with the speaker. Thanks,

1
AjTrek1
4 years ago
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