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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.

24713 Topics

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lowcarbonContributor I
asked in Advanced setups

optimal setup for Beam + Apple TV 4K + 4K projector

So I’m trying to configure a simple setup to connect an ATV 4K + 4K projector + Beam while keeping 4K HDR 60Hz and 5.1 audio. It isn’t proving easy!  My projector is a 4K ViewSonic x10 with S/PDIF out and 2HDMI 2.0 (HDCP 2.2 HDR10) in. My Beam has two rear L/R Play:1s.The ideal would be to have wireless sound to the Beam/Play combo but if I’m not mistaken AirPlay 2 only supports stereo not 5.1 channels so the audio signal has to come from the ATV via a splitter or another cable run from the projector. Shame Apple TV 4K has ditched including an inbuilt SPDIF output as on earlier generations of the ATV box, so one option is a 4K HDMI-audio splitter. However in UK most of these splitter boxes (approx £20 on Amazon.co.uk) only support 4K at 30Hz not 60Hz and some don’t support HDR10 etc. So this is already dropping down the image quality. The projector has an S/PDIF out, so I can use a long HDMI cable and the Sonos Beam bundled HDMI-optical connector to plug directly into the projector but

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controlav
3 years ago
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dreed12Contributor I
asked in Components and Architectural

Line in from TV stops working intermittently

Sometimes when we turn on the tv and sonos  playbase, no sound comes out. If I look in the app, the TV input isn’t selected but nothing plays when I select it. Audio In shows no signal. Other times the system works as expected with the TV and always works with music via app. If it’s not working, it fixes itself next time we turn it on. So it’s definitely an intermittent issue with the line in. I have checked the optical cable has a red light, replaced the cable, rebooted, checked TV and sonos are up to date, checked audio format in Tv so not sure what else to look for. I’ve submitted diagnostics - confirmation number: 161195062ThanksDom 

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Rowena B.
3 years ago
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Tony!Contributor I
asked in Components and Architectural

Movies Work Fine, but music drops

​​​Network MatrixI’ve been having issues with my system for a few months now and I need some help. I’ve had my system for about 4 years now. A playbar, sub, and two play3’s in a stereo pair for surrounds, They make up a group called lounge in the living room. I have another play1 that hangs out in the kitchen called traveler. So here is the problem:When I play music, doesn’t matter where the source is coming from, it can be from my synology NAS or amazon music, or sonos radio, it will drop audio in the lounge group for 3-10 seconds. It can be every 10-20 minutes or it can be unbearable and a couple of times in the span of one song, or it can go hours without issue. But here’s the deal, Traveler NEVER drops, it’s located about 10-15 feet form the living room (in the kitchen). And when I watch movies/TV the audio is always perfect and never ever drops in the group.In my troubleshooting I got a boost. It didn’t help so I Moved my router/modem/boost out of the living room and into the base

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Annazel S
3 years ago
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Mom23BoysContributor I
asked in Components and Architectural

Any way to use Sonos Beam without wifi (college campus)

I bought my son a Sonos Beam for Christmas.  He lives in his fraternity house but all devices must connect to campus wifi - devices with an operating system like phones, laptops, etc. connect to one.  Devices without an operating system - soundbars, playstation, Alexa, etc. connect to the other.Is there any way to use the Sonos Beam for anything other than a tv soundbar without access to wifi?  There is no way his phone (iPhone) and the Beam can be set up on the same network.  They do not have ethernet in the fraternity house (old house).   Can you use Airplay 2 to stream from the phone to the Beam without wifi or does that need wifi as well?  If wifi is a must, do they need to be on the same network (my guess would be yes but I don't know)  Looks like the answer was not doable to this a couple of years ago but don't know if things have changed since then.  Trying to avoid shipping it back to sonos!

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buzz
3 years ago
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artshotwellAvid Contributor I
asked in Controllers and Music services

newbie: apple music on sonos

I’m about a month Into using my Sonos Arc and Sonos One. I’ve been an Apple Music sub for only 3 months, so I’m not really familiar with them ,too. But, I can find albums on Apple that I can’t seem to find using the Sonos connection to Apple. And, today, after finding music on Apple, like NYE 2021 Carl Cox DJ mix, I they look for it in MySonos. I can find one cut from that album, then find the album from that cut, then play the album. It doesn’t show under Recently Played. And when I add it to MySonos, it doesn’t show up. Even though I can go back and try to add it again and the message offered me to remove it from MySonos. Am I doing something wrong here? I do realize that Apple is controlling responses to what I assume are Sonos data requests.  Does the same thing happen on other services?

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Mark P
3 years ago
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Daver1999Contributor I
asked in Components and Architectural

random speaker cracle from amp

I’ve got 2 separate Sonos systems since the S2 app won’t work with my Play 5 and Connect Amp. My new system consists of an Arc, Sub, Amp and 2 in-ceiling Polk Audio speakers. This is the one I’m having issues with  When I‘m not using the system, my left rear speaker makes a crackling noise at random times. Approximately every 20 minutes. The sound is quiet, so it is not always noticeable with ambient noise going on, but when the house is quiet it is annoying. Any ideas what this could be and how to stop it?

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M
3 years ago
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LisebroContributor I
asked in Advanced setups

wrong email address and it won’t let me changes anything

 Hello,All of a sudden my Sonos speaker was no longer logged in on my iPhone app nor computer. (It is not possible to log in from neither my iPhone nor my Mac in the Sonos app can you get to Settings or Preferences when you're not signed in. The only option other than to sign in is "more options" leading to add a boost or bridge, about my sonos system, submit support, reset controller, or view sonos help.) When I go to login it says "Enter the account information for g***9@hotmail.com" which is nothing like my email and when I login with my account info it says, "Sign in with the account used to set up Sonos". I've never had to do this before and the guy who installed it has been gone for two years. I reset my password and tried to follow the instructions below on both my phone and my computer but there is no option that says "I don't have access to this email" on either of those. I updated all my software. Still not there. Please help.HELP TOPICI don’t recognize the email that is disp

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jgatie
3 years ago
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sparky3659Contributor I
asked in Components and Architectural

speakers turning off intermittently

I'm having issues with my Sonos system since connecting to a new Wi-Fi network. A lot of the time, the app won't load any of the rooms/speakers and I have to turn Wi-Fi off and on again, close down the app, etc and sometimes this will work, sometimes it won't.  I'm now trying to stream a song via spotify through a play 5, play 1 and a sub. I get half way into the song and each speaker turns off and on intermittently. I'll have the sub only playing base for a few seconds, then maybe the play1 and maybe the play5. Very rarely them all together. Please help me fix my system as I've invested a few thousand pounds now in my system.  update- this only seems to occur when using spotify. Tunein doesn't seem to have any issue 

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C
3 years ago
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ChrisB60Contributor I
asked in Components and Architectural

playbar issues

Hi my play bar has started “stuttering” at the start of a new track download.  It never used to do this and none if my other sonos products do it.  Any ideas ?

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Ken_Griffiths
3 years ago
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edel79Contributor I
asked in Controllers and Music services

An error occurred while adding songs to the queue (701)

Hello, following the subject here closed : I would like to add my experience has I found one specific reason to that. I had the exact same problem using a playlist on Spotify. I tried everything related to a network or device issue as described on the original article, but none solved the problem.Googling to know wether other people had this problem, I found one which led me to the solution : it was a playlist size issue. Indeed I noticed I didn’t have the problem listening to music on Apple Music service. Actually the playlist I was listening to had 4652 titles for a total duration of near 250 hours !Too much it seems for the Sonos app.It would be interesting to know how much titles the app can handle on a single playlist.Want to reproduce the problem ? The playlist is “Cinemix Radio official playlist” by Chris Vuillard. Using any other (shorter) playlist, everything is working perfectly good.

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Annazel S
3 years ago
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User960935Contributor I
posted in Speakers

One of my Sonos Play:3 sounds broken/muffled

Yesterday when I watched a film its sounds that one of my Play:3 is broken. Please help. Could you make diagnostic? Best regardsJonas

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Paul A
3 years ago
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GillyNJContributor I
asked in Home theater

Dolby Atmos through Firestick4k on LG CX - Sonos Arc

Hi All, I have the LG CX and just got my Sonos Arc + Sub. I have the arc hooked into HDMI 2 for ARC/eARC capabilities and when using apps through the TV itself, the audio is output in Dolby Atmos (when possible). However, when I try to use my FireStick4k (LG doesn’t have HBO Max app yet) plugged into HDMI 1, all apps show the best possible audio output as 5.1.  I have my TV set to output via HDMI ARC, I have eARC turned on and I have the output set as Pass Through (although I changed it to that setting from ‘auto’ after already using and setting up the Sonos Arc). I also have updated the settings in my FireStick4k to Dolby Digital+ for audio.  Is there anything else I can do to get the Atmos sound to play through the Arc when using my FireStick? Is it possible that I need to reset my TV and redo the audio and set it to Pass Through before playing any sound through the Sonos Arc in order for other HDMI ports to receive Dolby Atmos audio? Thanks in advance!

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G
3 years ago
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El_MuchoContributor I
asked in Controllers and Music services

Amazon Music Unlimited Does Not Appear As A Menu Option

Hi, I am using Sonos OS S1. I recently took a free 3 month Amazon Music Unlimited subscription, however it does not appear as an option in my Sonos Amazon Music menu. I do see the following under the Amazon Music option:PlaylistsStationsChartsRecommendedNewMy MusicI have removed and re-added Amazon Music as a service in Sonos multiple times and re-authorised Sonos to use my Amazon account multiple times. I have also re-stalled the Sonos S1 software a couple of times, all to no avail. I am located in England and my profile settings reflect this. Can anyone help please? Luckily I am at the free stage of the subscription at the moment, however it is of little use if I cannot play the music through my Sonos speakers.Thanks for you help.

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E
3 years ago
D
DavidMCollierContributor I
posted in Components and Architectural

Previously connected pair of One surround speakers to Playbar no longer working

I have a Playbar under my Sony Bravia TV, and previously set up pair of One speakers as surround L & R. They have been running well for over a year. I am running S2 app on an iPhone 11 with iOS 14.2. The surrounds have suddenly stopped producing sound whether from the TV or from streaming music set up within the app, even though they appear in the app under system settings and I can also see them connected to my router on the 2,4GHz WiFi...so they are on my WiFi network. I have tried the following: reboot of router, reboot of Playbar and the One surrounds, and to remove and re-add the surrounds in the app. During the re-adding process I can hear both surround speakers so I know they work as speakers, but it seems there is some communication issue. Anything obvious I am missing??My support diagnostic confirmation is 196722245.

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Annazel S
3 years ago
J
Jon AndrewsContributor I
posted in Components and Architectural

radio stations wont play

Keep getting message unable to play radio stations, for any station.  Subscribed to radio HD this week, which I’ll cancel because it doesn’t seem to offer any features and now none of the stations I usually listen to are available, BBC mainly.  Tried the reboot everything, no luck.  

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J
3 years ago
A
augustind8Contributor I
asked in Home theater

Beam setup problems on shared wifi

I just received a Sonos beam for Christmas. I tried installing it in my apartment who has a shared wifi for the building (10 apts.) . The setup goes swiftly until I reach the moment to connect the Beam to the wifi. I enter the wifi password and the wheel starts turning for about 2-3 minutes then the app shows a message that says: “The Beam has been added, but may not appear in the system tab. If so, unplug the power cord and plug it back in to finish setup from the System tab.” I follow these instructions. When the Beam restarts, I still cant access the System tab and I have a message that shows at the top of the app “Unable to connect to sonos”. I tried going to the building router and plugging an ethernet cable, but nothing changed/worked. I saw that a way to get around a shared wifi would be to buy a travel router. Could that work in my situation? Or is there anything else I can do?  Thanks

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buzz
3 years ago
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Stefano ItaContributor II
asked in Controllers and Music services

Music folder Error 1002

“Adding music folder…Error adding musicThe music folder could not be addedReason: unable to add shared folder // Laptop - ****** /error 1002” Today I updated the version of the Sonos app on my computer (which already works badly).After the update I found that my music folder was deleted, and when I tried to reach it this error appeared. I've tried disabling firewalls and reinstalling apps entirely, I use a laptop with Windows10Any idea what it can do?

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Annazel S
3 years ago
A
adsfyfeContributor I
asked in Speakers

Speakers stop playing the last 10 seconds of songs

I have two Sonos Play 1, a Sonos Play 3 and a Sonos connect. All grouped together. Randomly one of the speakers will stop playing the last 10 seconds or so of a song. This happens with the connect (hardwired to the router) and one of the Play 1’s (12ft from the router). I can hear the song continuing to play on the other devices. This happens with Spotify and also with Sonos Radio, sometimes it will cutoff the last 10 seconds of an advert even!All speakers on the latest firmware.Any suggestions as to what’s causing it are welcome.

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Rowena B.
3 years ago
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gmjrContributor I
asked in Portable speakers

System was 100% reliable until the Arc

 I started my Sonos system with a Move, which was remarkably easy to setup and has worked flawlessly.  Next I purchased the subwoofer and added a pair of One SLs (with which I created a stereo pair).  Again, all setup could not have been easier and all components--including the app--interacted without even a minor glitch.  All of these products, incidentally, we're acquired in the last couple of months.   Two days ago I picked up my Arc from Best Buy and the only thing that works consistently now is the Move.  The Arc works fine by itself, but the One SLs and the subwoofer will not connect at the same time.  We have tried the app on 4 devices (2 IOS and 2 Android)--two of them don't even show the Arc.  We have followed troubleshooting to the letter, unplugging/plugging countless times, doing factory resets on all components repeatedly, resetting the wifi router, etc.  At no time in the countless iterations of this process would all components appear in the app at the same time; further

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Rowena B.
3 years ago
A
ATL WachContributor I
asked in Advanced setups

Turntable setup

We recently purchased the Pro-Ject T1 Phono SB turntable through Sonos and were unaware we would need additional items before connecting to our existing Sonos system in the house. We currently have the sound bar and subwoofer in our main family room, and four Play Ones scattered throughout the rest of the house. The turntable will be in our front room so I’m trying to figure out what product to buy to hook this up. Should I just get a Five and have that speaker in that room or should I get the port or amp? All music in the house runs through Sonos. Help!

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Ken_Griffiths
3 years ago
A
ATL WachContributor I
asked in Home theater

Best wallmount for Playbar.

I recently purchased a new TV which I plan to mount. I would like to mount the playbar we have as well and be able to conceal the wires. Any recommendations? Is the mount on the Sonos site worth it? Thanks in advance!

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Paul A
3 years ago
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rick.prenzlAvid Contributor II
asked in Controllers and Music services

Playlists have very limited shuffle

The only info I can find on this issue is two years old. I sincerely hope this problem has been sorted.The problem being, limited track shuffling. I have playlists, particularyly Spotify playlists, consisting of a couple of hundred tracks or more but everytime I play the playlists on shuffle, the same tracks are played. Most tracks I never hear. I’m no software wizard but I would’ve thoght a totally random track-shufflring system would be quite a straight forward procedure. I’m really hoping that there’s something I can do to rectify this problem. Any advice anyone?Many thanks

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controlav
3 years ago
B
BuildingContributor I
asked in Controllers and Music services

Changing account from Germany to US

Guys,I have an old German account, almost 10 years now, as I used to live there. Anyway, I now live in the US and I'd like to switch to a US account. Is it possible to switch the Country without deleting my original account and creating a new one here?Many thanks,Giovanni

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jgatie
3 years ago
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RSahayContributor I
asked in Home theater

sonos arc

Is it possible to connect Sonos Arc to Sonos Play:1?

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G
3 years ago
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Toby80Contributor I
asked in Components and Architectural

Will Sonos find a userfriendly way to fix the connection problems?

The app keeps loosing connection with the Sonos speakers. The problem seems well known but the solutions to fix it is not very user friendly and it’s time consuming. Are Sonos planning on fixing this? At the moment I can’t recommend anyone getting any Sonos products anymore, as most people don’t want to waste time on diagnostics, when so many products are better: just plug in and figure out the problem on the phone.  When a router works for smart Tv, fridge, watches etc etc, without any problem, it’s the Sonos software that’s the problem, not the router or the user.  

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ratty
3 years ago
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