• Community
  • Get help and assistance with your Sonos system

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.

24714 Topics

R
rbeaton1Contributor I
posted in Home theater

Arc Losing Sound

I’m having some issues with the sound on 2 separate TV’s.  I have an Arc with a Samsung QN90A and AppleTV. My problem occurs when transitioning from episode to episode. For example, I watch an episode on Disney Plus with perfect sound. When the episode ends a new episode will automatically begin. When the new episode starts there is no sound. I have to exit the episode and restart it 2-3 times for the sound to work. This same issue occurs with Netflix.  Has anyone else experienced this? Any ideas on how to resolve?

4
Ken_Griffiths
2 years ago
H
heysteevContributor I
posted in Components and Architectural

Issues with one Sonos Device fading in and out, but not another

My upstairs device that is connected with a cable directly to my router is having intermittent issues fading in and out, whereas my downstairs device that is on wireless is not experiencing the same issue while the same music is playing on both.I have Diagnostic code of : 2040040496

2
H
2 years ago
T
theruckusContributor I
asked in Portable speakers

Defective Sonos Roam

My Roam has been been essentially a paperweight since day 1. Out of the 4 months I’ve had it I’ve gotten about 3 hours of consistent play out of it. It doesn’t respond to anything. It will play for 30 seconds and then stop playing although the Sonos app or streaming service still show its playing. It doesn’t react to any buttons you press. It doesn’t power on or off consistently. It’s utterly frustrating. I spent an hour-plus with Support and they essentially told me it’s my router although none of this is related to that and my Play:1s work fine. I sent a billion logs and am told I can’t get a refurbished one since some lights light up so it’s not dead. I’d be fine just sending it back to Sonos for the sake of science. Donating my Roam for future good as it’s worthless to me and just causes frustration. Glad I used an upgrade discount for this….ugh. Essentially the same things this forum member said: 

6
C
2 years ago
W
whomaContributor I
posted in Ask a question

sonos play 5 gen1 clicking noise

Hi there, My Sonos play 5 gen 1 is making a strange clicking noise after a while the power cord is plugged in. I already opened it up and changed the caps in line which I marked on the picture. I also changed the MOSFET m054 which was blown. Unfortunately the clicking sound came back after a while.I would really appreciate any help from this forum.  

0
W
2 years ago
C
CrdrummondContributor I
posted in Advanced setups

Problems connecting garden room

Hi there!So I have a Sonos system in my house. Included in the system is a bridge which is hardwired to my main router (though from what I read, this is largely redundant, but it’s connected anyhow).I have an outbuilding which is at the end of the garden, and which has the house wifi extended to it via a repeater which is hardwired to another repeater in the house (note it’s not hardwired to the main router as this isn’t possible). The house repeater that the outbuilding repeater is hardwired to is connected to the main house router via Wi-Fi (mesh system - they are all Fritz!boxes).With my current set up, I don’t appear to be able to add a Sonos speaker in the outbuilding as the system can’t find it (it works if I bring it up to the house and connect it there). I think this is probably because, whilst the wifi is extended to the building, Sonos’s own wifi isn’t.What do I need to do to make this work? I have tried connecting the outbuilding Sonos speaker to the repeater in the outbuild

12
C
2 years ago
B
bry4321Contributor I
asked in Home theater

Sonos Beam Gen 2 occasional buzzing during dialogue

Sounds great in general but occasionally with dialogue there is a buzzing sound--typically when a young woman is speaking at a specific pitch, or when someone is talking over the phone or a police radio in a movie. This was happening with The Guilty (Jake Gyllenhaal) on Netflix which was very annoying since he was a 911 operator always on the phone. When I switch from Dolby sound to PCM the buzzing goes away. Beam is about a month old and since this is just an intermittent problem I may be able to live with it but thought I would see if there were any easy fixes to check out. Connection is HDMI from Hisense H8G.

5
B
2 years ago
C
crogPDXContributor I
posted in Components and Architectural

Analog output PCB repair for legacy ZP80 / Connect units

I have several older ZP80 and Connect units with failed analog out stages but zero appetite for pitching my entire system for S2 replacement devices.  In the past I’ve rescued an older ZP100/Amp by replacing obviously failed bulging electrolytic caps.  Hoping there might be a similar component level fix for this apparently all-too-common failure mode of the older Connects. If it’s a matter of some simple passive component(s) that have given up the ghost but can be readily reworked that would be ideal.  If the audio codec IC itself the culprit then that’s rather more involved.  Plan B is to buy a cheapo ADC from Amazon and hope the digital outs still function on my two failed Connect units.

3
K
2 years ago
O
opus02Contributor I
asked in Home theater

Digital audio output

 I have a Sharp Aquos LC-52D64U Could you please advise how to turn the internal speakers off on this model so that I can attach a sound bar.  (If this is the problem).  The sound bar is connected to the TV through the digital audio output terminal but will not play sound.  (in absence of HDMI-arc.)  The only audio adjustment is the variable or fixed option mentioned in previous discussions and changing to variable doesn't get me sound on the Beam.  There is no other setting on the TV menu.  SONOS has determined through diagnostics that the Beam is connected to my TV properly through the digital optic output but I still get no sound from the beam

12
O
2 years ago
K
khouzamContributor I
posted in Portable speakers

When will Bluetooth stereo pairing and grouping updated on Roam and Move ?

Dear SonosI am using 2 Roam in stereo pair (left & right) and 1 Move in the middle for watching movies on my MacBook Pro.Unfortunately this setup is only available on WiFi and is having a 2sec sync delay when watching movies, streaming, Youtube, Netflix, etc.To fix this issue I use the Bluetooth connection from mbp to Roam and the sync is always perfect.No more sync delay!Problem is my 2 Roam cannot stereo pair (left & right) but only group when on Bluetooth.An update for Bluetooth pairing and grouping on Roam and Move would also be great to consider for outdoor, travel, vacation, work, etc. as they are meant to be used as well outside of a WiFi network, they Shouldn’t they Move and Roam around like they’re name suggest?Unfortunately only 1 speaker at a time can be used on a location out of WiFi network where Bluetooth is the only option available. The Big question a lot of Sonos fans would like to have an answer for : Are you going to update Move and Roam to make them stereo p

4
106rallye
2 years ago
D
DjburnsContributor I
asked in Speakers

play 5 gen 1 on S1 app

I only own play 5 gen 1 speakers but now I can’t use them on the S1 app as it keeps asking for S2 to be downloaded and you can’t skip past it. Does this mean that all my speakers are now scrap? If this is the case this is the last I buy any of yourequipment it you treat customers this way. I have red all the articles about a split system but if you can’t close the update screen it’s pointless just like my £1000’s worth of equipment I now have.

4
J
2 years ago
Asgorath
AsgorathChromatic Producer I
asked in Home theater

Sonos goes haywire when using a recordplayer with sa port

I used to have my Sonos Amp connected to my Pro-ject turntable (debut III with preamp). I moved my Amp away and recently also got a Sonos Port. I connected my turntable to the port and want to use it as an input for the record player. But the audio keeps dropping, at some point my system goes total haywire. Most Sonos devices totally drop out and are missing from the system and after a while come back. Today it even when they came back claimed two S2 products (Ikea speakers) where incompatible with S2 and after a few more minutes they did show up normally again.This is my setup:Pro-ject recordplayer line into Sonos PortSonos Amp Sonos Arc + Sub + 2 Sonos Ones SL2 Sonos Ikea speakersSonos OneSonos Play:1Sonos RoamSonos Boost The port is NOT connected to any receiver and just functioning as a line in for the turntable.I try and play the line in on the Arc, Play:1 and/or Amp. Lots of drops of the sound until it all goes haywire.When it goes haywire it seems like mostly the products who us

26
Asgorath
2 years ago
J
JesFINContributor I
asked in Portable speakers

Slow flashing orange light & unresponsive Roam speaker

So basically the orange LED is flashing slowly, i tried to read thru the manual and it said the product is in too hot environment (?), my room temperature is approx. 23°C. Also the speaker is now unresponsive and wont turn on or off, nor is showing in my Sonos app anymore. Any tips for solving this?  Edit: I tried to plug it into a charger but that did not help either, its completely bricked. Kinda disappointed, i was only able to use it for total of 45 minutes yesterday…Money well spent

15
D
2 years ago
L
LetsgetitworkingContributor I
asked in Home theater

Beam receiving dolby 5.1 but no surround sound

Hi there, I’m trying to set up surround sound using 2 x play 1 and a beam. It works great when playing music but if I stream Netflix I only get sound from the beam. I’ve checked and the beam is receiving Dolby digital 5.1 audio in but there is still no sound coming from either play 1. 

5
N
2 years ago
C
ChcContributor II
asked in Components and Architectural

SONOS Connect - Line In come and go

Hello, I have the same issue as in this topic. The line-in used to work well, but now, it comes and go : I made a factory reset, without success Tried several RCA wire, of course Reboot router, of course Checked that Line out from the Hifi Amp was OK, of courseI called the technical support, of course - no comment - the guy/girl was not aware about the use cases of the Sonos Connect (Turntable > Hifi Amp > Connect RCA In or Connect RCA Out > Hifi Amp > Hi-fi Speaker)  I send my logs to the support : no idea - Your Connect is KOThis is the limit of Sonos in 2021. No fixing - No repair : You just have to buy the new model.Any idea? Thanks a lot.

10
buzz
2 years ago
J
JCaveContributor I
asked in Ask a question

Can't access my itunes library

I have submitted diagnostics 288056268I can no longer access my iTunes library or shared music folders currently stored on my Mac. Both my Play 1 speakers and the Mac controller are version 13.4.1 - all have been updated today to see if that was the issue. Firewall is set up correctly and it makes no difference whether the firewall is on or off. I tried to update the shared folder but received a 1002 error message. The mac controller has now been updating the music library for over an hour to no avail. Thanks in advance for your help!

0
J
2 years ago
H
Hewy404Contributor I
asked in Components and Architectural

Sonos One SL disconnecting from WiFi

Hi,I recieved a Sonos One SL for Christmas and would be very happy with it, however I seem to have an issue with it where it keeps disconnecting from my WiFi. It will only disconnect when it starts to play a song, and 9 times out of 10 it will disconnect before the song is over. If I don’t play any song the speaker will stay connected to the WiFi without any issue.I have tried removing my WiFi from the list and re-adding it, however the issue still persists. The speaker is located very close to the router, and I have tested it at various distances but this seems to have no effect. If the speaker is plugged into the router via ethernet cable then I don’t run into any issues.I have checked that my router settings are set to be compatable with the speaker, and so far as I can tell they are (standard is set to 802.11 b/g/n, and the security mode is WPA+WPA2 PSK).I have submitted support diagnostics if you need them, the confirmation number is 1165836081.Thanks in advance!

4
H
2 years ago
J
joshua7Contributor I
asked in Components and Architectural

Apple Music - We’ve run into a problem…

This issue has been posted several times on here by various users, and no real answer / solution has been provided yet — so let’s try one more time!I’ve had this issue for around 6 months now, started as soon as I switched back to Apple Music from Tidal.The Problem: Certain views of “My Music” cannot be accessed in the Sonos controller app. For me, the issue is isolated to “Apple Music → My Music → Artists” and “Apple Music → My Music → Albums”. The precise error message is “We’ve run into a problem. Try again.”SONOS TEAM: this is NOT a wifi issue, and I’ve already gone through the obvious troubleshooting steps (all the way down to a complete factory reset across every speaker and set the system up again from scratch). I’m a technology architect, I deal with issues like this everyday. This is a software bug that needs to be raised with the appropriate product manager. The fact that Playlists and the Songs are both working perfectly fine makes this glaringly clear to anyone familiar wit

8
Ken_Griffiths
2 years ago
S
sheffieldsteelerContributor I
asked in Home theater

Setup for Beam 2 to replace Beam 1

I have just taken the plunge and ordered a Beam Gen 2 to replace original Beam in a Home Theater setup with two Play:1 providing surround.  This will release the original Beam to be used with our bedroom tv providing much needed sound improvement.  Will I need to reinstall all from scratch or just add the new device and associate the surround speakers with it and then just change the romm for the original Beam?  No real clarity for such a move in support search

1
jgatie
2 years ago
T
TenZenContributor I
posted in Home theater

Utilisation d'un casque Bluetooth avec un système Sonos Arc sur TV Samsung

Bonjour,J’utilise un ensemble Sonos Arc + Sub + Play One sur une TV Samsung ue55nu7405 depuis pas mal de temps.Aujourd'hui, j’ajoute un casque Bluetooth à cette configuration mais en le sélectionnant, l’audio revient systématiquement au bout de quelques secondes sur la source HDMI ARC. Il semble que cela soit dû à la fonction Anynet+, activé pour le fonctionnement des Sonos.Est-ce que l’un de vous aurait une solution, à part désactiver systématiquement la fonction Anynet+ pour l’écoute au casque et la réactiver pour l’écoute avec les Sonos ce qui est assez fastidieux ?Merci d’avance.

5
Ken_Griffiths
2 years ago
D
DN3696Contributor I
posted in Home theater

SONOS ARC ABOVE FIREPLACE

Hi, I have placed Sonos Arc above my gas powered fire place and below my TV. Is it safe at this spot?  And what are the operating conditions for ARC?  Appreciate your feedback! thanks  DN  

3
Stanley_4
2 years ago
N
NonilimContributor I
posted in Advanced setups

Sonos System unstable

Hi all,I will need your help with this, My Client has sonos system in his restaurant and he is facing some issue. According to him, sometimes some player will stop playing music and came back after awhile, will say is unstable. (Drop) Sonos Player we have:8x Play5 Gen 2, 5x Play3, 1x Boost, 1x Connect We are using TP-Link Deco mesh system, Wifi Coverage no issue at all. Connection: Connect is wired to the Main Deco and a Sonos Five is wired to a Deco Satellite. Boost is being use expand/extend the Sonosnet Below is the matrix table which i don really understand and know how to read.   He intend to add 2 more Sonos 5 for outdoor area which there is no lan point. Can i get another boost to expand/extend the Sonosnet to the outdoor area? will it work?Submitted my diagnostics: 32120121Hope anyone with the knowledge can guide me. Thank you in advance.    

11
buzz
2 years ago
Stuart_W
Stuart_WWorld-Class Superstar
posted in Advanced setups

Export Sonos Music Library

I’d like to have a list of all my music and wonder if there is any way too export/extract the Sonos Much Library I’ve indexed? I expect there might be stand alone music catalogue software also which might do the trick. I only use Apple Music to rip CDs Thanks

9
Stuart_W
2 years ago
I
i.b.Contributor I
posted in Components and Architectural

Best setup for ASUS AiMesh + Sonos?

My home is set up with a 2-node ASUS ZenWiFi AC AiMESH wifi set-up.  I’ve got a few SONOS speakers throughout the house.  My Beam is hard-wired to the main router.  However, I still get the “Wireless range extender” error message when trying to play the same thing on multiple speakers.  (“Some Sonos products are using the WiFi from a range extender device.  If you include one of these in a room group, you won’t be able to play music in that group.  To ensure playback in all grouped rooms, you’ll need to permanently wire a Sonos product to your router.)   I’ve unplugged all the speakers, re-booted the router, then plugged them back in one-by-one, but the error still happens.   In my “About My System” page, all speakers are showing WM = 0.   Despite the error message, my speakers do seem to be able to connect in a group, but not consistently, and sometimes they are very slightly out-of-sync.  

5
ratty
2 years ago
C
ChocoPanContributor I
posted in Advanced setups

Music on USB connected to Router won't connect

Hey, everyone!I use a USB plugged into my router to play a few songs on my Sonos. I used to be able to connect this via Music Library Setup - Add Shared Music Folder - //192.168.0.1/volume9*voume9 is just the name my usb takes when plugged into the router* Now, when I try to do this (on my iPhone), I get this message “The computer 192.168.0.1 refused to let the Sonos Product connect to it.” I also tried it on my Mac and get “There is no shared folder ‘volume9’ on the computer ‘192.168.0.1’.” I logged into my router and ‘volume9’ is still there, is not password protected, the sharing feature is enabled. I also removed the USB and reinstalled in on my router just to make sure that wasn’t the issue. So, how do I fix this? UPDADTE: I changed the wifi I was connected to on my phone to 2.4ghz and it found the USB!

1
James L.
2 years ago
J
jalfContributor I
asked in Components and Architectural

"The Connection to Spotify was lost" errors. Diagnostics ID included

Diagnostics: 780386798Like seemingly many others, I have a problem playing back music from Spotify. Every once in a while I get the error “The connection to Spotify was lost”, and then the song skips, tries to play the next in the playlist, and usually fails that as well.My setup is as follows:I have 3x Symfonisk speakers in an apartment of around 100sqm All three speakers use wifi. None are connected by ethernet cable Every other device in the house works flawlessly on our wifi. I can download at rates of several hundred MB/s anywhere in my home. Our Chromecast never exhibits the least hiccups. I’ve verified that there is no packet loss and very low latency, and no routing problems, no duplicate IP addresses on the network or anything else, and the wifi signal strength is excellent. I even upgraded our wifi router (which was doing a fine job for everything else) to a three-node wifi mesh solely because Sonos seems to use exceptionally poor wifi antennae, or for whatever other reason s

1
Ken_Griffiths
2 years ago
Terms & ConditionsCookie settings