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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.

26312 Topics
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Fab56Contributor I
asked in Speakers
connection Internet Box to Play 1

Bonjour,Je n'arrive pas à connecter mes enceintes Play 1 à ma box Bouygues (BBox Wifi6) ; impossible de trouver ma box via l'appli Sonos.Hello,I can’t connect mu Play 1 speakers to my Bouygues Box (BBox Wifi6) ; impossible to find my box via the sonos app. 

1
Corry P
2 years ago
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FgiblinContributor I
posted in Portable speakers
Works Great: Roam and Bind function on Asus mesh

I have a 2 Roam system running on an Asus mesh wifi.  Worked great indoors but was having lots of drops when I’d move the speakers outdoors.  This was frustrating because the Roams insisted on connecting to the router, which was further away, rather than the nearby node.Long story short, I used the ‘Bind’ function in the Asus App force each Roam speaker to connect to the node instead and now it works great.  Note: it did give me a warning that the wifi signal at the node was poor so it may cause dropouts, however, this has not been the case and the node is clearly the better signal.  But that would explain why the Roams weren’t automatically connecting to the node instead of the router: the mesh ‘thought’ that was the better signal. In any case, this was such an easy fix to a frustrating problem that I wanted to pass along. cheers,Frank

1
Corry P
2 years ago
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User95797Contributor I
posted in Components and Architectural
Device showing up in app is not on my wifi

Today when I launched the Sonos app a pop up asked if I wanted to add my new Sonos Port to the system. I don’t own a Port. The pop shows the serial number of the device, which I understand is also the MAC address.  I logged into my router and didn’t see any devices with this MAC address connected to my network.  I’m sure I’m not connected to my neighbors WiFi so how does this device keep showing up in the app? 

1
ratty
2 years ago
K
kspies007Contributor I
asked in Portable speakers
PIN Doesn't Match FCC - Horrible Experience

I just bought a Sonos Move and had to take a flashlight and magnifying glass to get the pin number. You put microfont that is black on black and I’m not sure how anyone is supposed to retrieve it but I did and confirmed with a micro zoom photo.  When I try to go through setup it says the pin doesn’t match the FCC ID. This is an awful first experience for a premium product. 

0
K
2 years ago
T
The Yoga CollaborativeContributor I
asked in Controllers and Music services
Multiple users on one system, problem adding apple music

I have a Sonos 1 at my yoga studio (Play 1, 3 and move at my house). There are many of us using the Play 1 at the studio. All instructors have downloaded the Sonos app. Those that have apple music are not able to get it to join. It keeps saying the they need to renew their service with Apple. (I do not have apple music, is it somehow linking to my account)? Everyone with Spotify is able to link easily. Thanks for any and all support. ~ Melissa

0
T
2 years ago
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JasonMCGContributor I
asked in Home theater
Sonos Arc EQ Preservation

Question… I recently purchased an Arc+SL+Sub set, set the EQ/Trueplay in the Sonos app, but unfortunately, I’ve now lost my phone. Will the system retain my EQ and other settings even though I don’t have access to the app? Thanks!

1
Stanley_4
2 years ago
A
apax0260Contributor I
posted in Home theater
Connection issues

After hours of trying to get a stupid Beam soundbar working through surround speakers, i’ve given up. Over an hour with a Sonos tech and no one knows wtf they’re doing. meanwhile, i just hook in an appleTV and the speakers all sound fine. Sonos has the best sound when it works, but it never works for long. I’m constantly dealing with connection issues and this last one wasted several hours of one of the few days off i have.I’m returning this POS beam soundbar. i wish i could return my entire sonos system. the engineers at sonos are terrible and things never seem to get better. funny thing, i had this all set up just the night before and today it was all f’d up and sonos customer service had no idea after over an hour. Waste of time. i wouldn’t advise anyone get Sonos. i doubt Bose or any other system has the constant connection issues that Sonos can never seem to truly fix.Junk.

1
Ken_Griffiths
2 years ago
CCM
CCMTrending Lyricist I
asked in Controllers and Music services
system won't update even after following repair procedure

DX: 962911074System won’t update, is sluggish, won’t play most songs on my saved lists and lags alot. I’m using S1 app as I have mixed system play 5’s first gen, play 3’s and some second gen play 5, 1 sound bar,,,I recently unplugged my boost from the wifi hub and it’s hard to do anything with the system reliably, I plugged the play 1 in to see if it just needed to be conected, but no luck,,,, this is frustratingI rebooted my whole internet system, whole sonos system

10
Airgetlam
2 years ago
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ccartermc63Contributor I
asked in Portable speakers
Roam sound ahead of TV

I recently bought 2 roams with the main goal of pairing them to my outdoor tv. I wanted a Bluetooth speaker so I can move them around rather then have a fixed soundbar. First use worked well set up as a stereo pair however now the sound and voices are a few seconds ahead of my TV and I can’t seem to get them synced up again. I read about a tv dialog sync in the Sonos app but that doesn’t seem to be available for the Roam. Just looking for any other ideas outside of restarting everything. Thanks for the help!

2
C
2 years ago
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PopeBuckContributor I
asked in Home theater
Beam Gen 2 and Sonos Play 1

Hello, I recently purchased the Beam Gen 2 and I cannot set it up as a stereo pair sync with the Play 1. I can press the play button on the Play 1 and will play sound from the Beam but they are slightly out of sync and I need to adjust them independently. Anyone know how to rectify this? Thanks  

4
P
2 years ago
M
mistyopticAvid Contributor III
asked in Components and Architectural
Radio won't restart since update

For the last few days, (now running 14.6 build 68228040) I’m finding that if I stop the radio, either with the iOs app or by pressing the play/pause button on my Amp, I cannot then restart it.Message is “cannot play ----- radio. Station not found”.This happens if I try to restart withthe app or the play/pause button. Only way to resume is to select the station in favourites and then it starts fine. New behaviour, this used to work flawlessly.Anyone else?

5
M
2 years ago
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Phil DevlinContributor I
asked in Controllers and Music services
Adding Apple Music to Android Sonos App

Hello, I have recently needed to take my Apple Music App subscription direct with Apple rather than through my telecommunications carrier. I took up a personal membership. Ever since doing this I needed to reauthorize the access through the Sonos App on my Android phone (current Samsung model) as you cannot add in Apple on the PC version of the Sonos Software. But I cannot get it to work. I have looked through the Sonos community advise, reset everything in the system and even reloaded software. Nothing works and I get this error flow. So to add service and select apple music, the system goes to load up the previously remembered apple ID asks you to press continue asks for your password. you enter your password. Warning bang Javascript: We’ve run into a problem. Try again. OK. You click ok and it dumps you back to step 2. How can I get this to work? 

6
P
2 years ago
K
Kainechris83Contributor I
posted in Portable speakers
Roam SL setup

I've been gifted a roam SL for my birthday, I'm pretty tech minded but cannot for the life set it up. I spoke to live chat yesterday but they were about much use as a chocolate fire guard.  Upon setting up the roam via the app, it goes through the discovery, the audio PIN but then it just gets stuck on connecting .I thought it may be issues with my mesh network so tried again connecting to my main router instead. I get to the same point again. I've tried uninstalling and reinstalling the app, tried setting up a new account with a different email but still nothing. For something of this price bracket I expected more Any ideas on what to do? Or should I just admit defeat and send it back and replace with something more reliable Thanks

4
W
2 years ago
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mikedalyContributor I
asked in Home theater
my remote for the new ray keeps losing connectio and inhave to repair

My remote for ignite TV  keeps losing connection and I have to repair to control volume    Help please 

1
Ken_Griffiths
2 years ago
G
Griff77Contributor I
asked in Components and Architectural
Port only plays music in one channel

My port only plays music through one channel (right speaker). It will work randomly through both channels. I purchased a new amp because I thought it was the problem. So all 3 amps I have used the left channel doesn’t work. It has to be an issue with the port but I can’t get with Sonos support. 

5
Ken_Griffiths
2 years ago
L
LinsanityContributor I
posted in Advanced setups
Using sonos Amp as source to power other sonos Amp

I’m planning to update my celling speakers and amps. Right now the amps are in the pantry with connection to the speakers and I don’t have wires from TV to the pantry so I can’t use TV as source without delays.  I’m thinking of using one Sonos amp connecting to TV HDMI arc and another in the pantry to power the celling speakers and group them together so I can use celling speakers as TV speakers. Would there be delays in such use case? Any suggestions would be helpful

2
H
2 years ago
K
KymCContributor I
posted in Portable speakers
Listening through SONOS Roam speakers to CDs played on Apple Superdrive through iMac

HiI have an Apple Superdrive connected to my iMac and frequently play CDs which I listen to through the iMac inbuilt speakers.  I recently purchased SONOS Roam speakers and I can play music stored on the hard drive through the Apple Music app and have it play through the Roams (and it sounds great!), but I can't get anything when I play a CD and expect to hear the music through the Roams.Any ideas?

6
T
2 years ago
G
GravelContributor I
posted in Components and Architectural
2 zones ok but 3 it's Sh+-***** ??

My main room is Sonos Arc with Sonos Sub with 2 sonos one in the rear ( 5.1 ) The Arc is plug into the Router with Lan cable. The second zone ( Kitchen ) it’s 2 Sonos One on wall on wi-fi ( 15feet away with -45db straight signal ) The Third zone it’s outside with a Sonos Move. The problem is when we group all 3 , there is a lot of drop off. I Tried differents combition …..As long I let 2 zone group and the other one alone no problem…My 2.4 Ghz is on channel 6 and the sonos net is on 11.  Any clues ???I call Sonos , 2 hours with tech in Philipines :( and nobody were able to help me ??Any clue??

4
Stanley_4
2 years ago
H
HaasomeContributor I
asked in Home theater
Ray connection

I just purchased a Sonos Ray and connected it to a Samsung TV. It seems to work fine. The way it is currently configured is so the audio comes out of both the TV and the Ray. Is this ok, or should I not have audio coming out of the TV and just have sound coming out of the Ray?

2
H
2 years ago
H
HrzgdContributor I
asked in Portable speakers
How get a response from support

My Roam stopped working and is under warranty. 5 weeks ago I called support and was told a replacement was in process. Long story short, I've chatted 3 times and called 3 or 4  times now. No replacement. No answers. Have any of you done something to get a better response? I love my equipment; 6 products so far. But this is my first experience with support and it has been abysmal. HELP!

1
Ken_Griffiths
2 years ago
B
Braden_Dude0311Contributor I
asked in Home theater
vizio vs sonos arch

What are the best settings I should put on my Vizio that’s connected to my Sonos arch? 

2
G
2 years ago
M
MarcusPosAvid Contributor III
asked in Portable speakers
Move cables - UK

In the UK, is there an additional charging cable for the Move better than any other?

1
J
2 years ago
J
JackieajgContributor I
posted in Portable speakers
xfinity

I have read everything about trying to connect to xfinity WiFi. I understand not one word of it.  Seems the answer is to return the Sonos and buy Something else  Too bad I love all my Sonos products that work fine at my other house. But this house will have to find something new 

2
jgatie
2 years ago
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Mr.AndersenContributor I
asked in Home theater
Never recieved my product

On 04.april I ordered a Sonos Beam gen2 Black. The order was paid in full, wich was confirmed by Sonos support. It has been on storage from several weeks on the online shop and the order is marked as "getting ready for shipment* in mypage and it has been like this for several weeks.  I have called and sent email several times, but I do not get an answer. The sales-department has not picked up the phone for several weeks and I only manage to get through to the support departementet wich do not have expertise in sales. 

1
Ken_Griffiths
2 years ago
A
ArkiContributor I
asked in Home theater
Trouble setting up surround with 2x Play:5 gen2 (with Wifi extender)

Spoke to Sonos customer service. The staff were friendly, polite, helpful and knowledgeable. The products I’ve used have generally been great, easy to setup, user-friendly and are relatively seamless and produce decent quality sound for the price-point… but I’ve hit a snag on my Sonos journey that I’m hoping will not be the end of an otherwise good relationship. Was hoping to grab the sub gen 3 to compliment the set, but really want to overcome this hurdle first.Problem: can’t add my recently inherited 2x Play:5 gen 2’s to my new Arc as ‘surround’ speakers.So far:1. The play:5’s came factory reset from a friend and I had no problem connecting to them or adding them to my ‘Living room’ (where the Arc is).2. I can link the play:5’s as ‘stereo speakers’ no problem, both in the ‘Living room’ or other rooms.3. When trying to link them to the Arc as ‘surround speakers’ (noting that this has been attempted following a factory reset and relinking as well as after they had been setup as ‘stereo

8
ratty
2 years ago
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