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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.

20757 Topics

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craigcinsdContributor I
asked in Components and Architectural

Access Points accessing LAN and router gateway through SONOS network?

I have 5 access points that are all connected to the same 8 port POE switch.The POE switch is NOT connected to the router or network and the wireless function on the router is disabled.  The access points are somehow connecting to the LAN and finding the router gateway and internet and are they working...and they shouldn’t be!  One of the AP’s has a sonos plugged into it’s extra LAN port.  If I unplug it, the wireless network goes down.  It seems that the AP’s are using the SONOS wireless network and finding the LAN router through one of the wired SONOS in the house.  We have 13 Sonos devices in the house, about half are connected to the LAN.1st question, is this possible...is my guess correct?2nd question, how do I shut it down?  I discovered it because of network problems and latency. 

1
ratty
3 years ago
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padalyContributor I
asked in Home theater

Sonos SL disconnects from WiFi

Have new Sonos SLs paired with an ARC . Every 4-5 days the rears disappear from the app and aren’t connected to the system or WiFi . How can I fix permanently? 

1
Airgetlam
3 years ago
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JimmzContributor I
asked in Components and Architectural

Sonos One keeps disconnecting

Hello all, I just bought a Sonos One for the kitchen and we have a Beam for the living room. The One is connected via Wifi, the Beam via ethernet cable. For some reason my Sonos Ons disconnects a few times a day and I need to reconnect it. Sometimes even create a room etc.  Some more information: In the kitchen we have a router and in the living room there is another one which acts as an access point. I am only using the 2.4ghz network. I have submitted a diagnostics report:1529903601. I hope someone can tell me what is wrong.  Thanks and kind regards, Jim

5
Airgetlam
3 years ago
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User209308Contributor I
asked in Components and Architectural

SiriusXM connections fail with "the song is not encoded correctly"

I recently added my SiriusXM subscription to my Sonos configuration. When I try to listen to any SiriusXM channel, after attempting to connect, I receive the error message "the song is not encoded correctly". Sonos setup includes: Play:5 (original) - Ethernet Connect - Ethernet 2 x Play:5 (new model) in stereo pair - wireless 2 x Sonos One SL in stereo pair - wireless Sonos Amp - Ethernet Play:3 - wireless I *can* get SiriusXM channels to play reliably on the Sonos One SL pair but not on any other Sonos devices, neither the newer generation Play:5 and Amp nor the older products (original Play:5 or Connect - haven’t tested the Play:3). Ethernet connections are Gb, Internet is Comcast with 170 Mbps down, 12 Mbps up. No problems with other services (local music library, TuneIn, & Amazon Music) Can you please help me get SiriusXM working? Thanks  

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U
3 years ago
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Wyte FrogContributor I
asked in Speakers

Play:5 gen 1 not working

My Sonos Play:5 and playbar have stopped connecting. I cannot connect to my Sonos products anymore. The white light is on. The playbar works with the tv. I have tried everything to reconnect. Can I do a factory reset? Any other "tricks"?  Tia. 

3
Paul A
3 years ago
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lars90274Contributor I
asked in Components and Architectural

Why does my Sonos Move not work anymore

Why does my Sonos move not work anymore, this worked for most of the last year then in the recent weeks it has been spotey and reset a few times, now it will not connect over wifi or allow bluetooth connections. Honestly this is a nice product but way too much trouble for the money as I have wasted hours with setup over and over again this year and now it does not stay connected at all

7
Rowena B.
3 years ago
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dy22Contributor I
asked in Components and Architectural

Port cutting out

i recently purchased and connected a port via line in from my computer.   when listening to computer audio the sound cuts in and out regularly.   I am using two PLAY 1 speakers.   I have set audio to compressed and this did not help.

2
ratty
3 years ago
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eivlunContributor I
asked in Components and Architectural

IOS14 update & S2 and Apple music

After upgrade I am not able to play Apple music neither on ipad or iphone...I get two errors; 1. An error occured  when adding song to que (1002) and 2. Could not play `songname` - connection to Apple music was lost. I deleted the apple account and readded, same problem. Any ideas?

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G
3 years ago
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juiblex9Contributor I
asked in Components and Architectural

PC Sonos stops playing when Windows pops up a notification.

About a week ago, I think with the last update when ever windows pops up a notification the Sonos Windows app stops playing and I have to go into the PC app and right click the song and select play song, simply clicking play will not work even if the queue is full. Now I have two rooms setup one room (PC) is with a play bar, 2x sonos1, and a sub which the bar is wired to the router and is the primary output for the PC. The other room is just one play bar. If both rooms are playing at the same time “party mode” only the one set for the PC stops play. No problems if I am streaming audio from any other source on the PC. Similar problem with my Android phone. Music stops with notifications but I don’t exactly when it happens.

5
Airgetlam
3 years ago
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bcohContributor I
asked in Components and Architectural

Sonos ARC intermittently cuts out

I’ve had my Sonos Arc for ~4 weeks and have a recurring problem. About 30% of the time that I turn the ARC with TV as source, the sound on the ARC will go on for about a second, and then off for about 3 seconds. It’s not garbled, it’s just on then off. I’ve never had this happen from another source. If I switch sources - e.g. Pandora or Spotify - the sound is fine. If I switch back to the TV the problem is still there. I can fix this by unplugging either the power or the HDMI into the ARC and then plugging it back in. This fixes the ARC for 1-3 days.

4
B
3 years ago
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Tom HrbekTrending Lyricist I
asked in Components and Architectural

Playbase wire connection issue

Hi all,I am a lucky owner of playbase and 2 x play1s - working fine for 2 years with playbase wired, play 1s wifi connected.Today after upgrading to S2 on my iphone x I got message the play1s needs to be reconnected.Did not work out the regular way so I decide to factory setting the system starting with playbase.Unplugged and re plugged with holding the join button till green flashing light but cannot find the playbase in the S2 app (I tried wifi an wired - neidther worked).I can find play1s on the app but not the playbase anymore.Can anyone help / suggest what to try?

16
Ken_Griffiths
3 years ago
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Panelman01Contributor I
asked in Components and Architectural

Sonos in my PC stopped working -> Windows PC -> Bridge + Connect Amp

Sonos just stopped working. I have been using my PC ( windows 10 ) to feed Pandora into a Sonos Bridge ( hard wired to my cable router ) - which sends the signal to my Sonos Connect Amp.The existing Sonos items are years and years old. What can I do to fix this?  The sonos program keeps trying to get me to download an app to my phone. I want to continue to operate Sonos from my home PC.  

1
Airgetlam
3 years ago
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TomRodneyyContributor I
asked in Components and Architectural

Sonos won't connect to WiFi; Unexpected Error

I recently moved into a university dormitory, and although the WiFi is a public network, they have a system whereby a seperate private link network is used to connect wireless printers and such to your account on the network. This had worked perfectly and the Sonos connected and operated as designed for 3-4 weeks until recently ( possibly coinciding with the new app update), I was unable to connect to my sonos. In an attempt to troubleshoot this I tried to reconnect my Sonos to the system in the same way I had before except now I receive an “unexpected error” consistently every time my Sonos attempts to connect to the private network. It should be stressed that this is not an error on the Network’s side, as it had worked flawlessly before. I am unable to use any kind of ethernet connection, and when I tried to set up the Sonos through its own WiFi setup, i was greeted with another similar error at the point of finalisation. Any help would be greatly appreciated.

2
T
3 years ago
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tringlishunionContributor I
asked in Speakers

Major Issue with Sonos Performance

I need help with my Sonos which has been riddled with performance and reliability issues for as long as I can remember.Sonos issuesCannot connect to Sonos at all.App can connect but cannot access music servicesSpeakers/Rooms missing from app listI have a Samsung S9 and S10 and they can be next to one another on the same Wifi network and they have rooms on one phone but not the other and the other phone has the missing rooms from the other deviceWhen I do have audio playing it stops and startsApp connected and audio playing buy cannot add any additional roomsThe list of problems goes onMy system1 x Playbar in Kitchen1 x Sonos 5 Gen 1 Master bedroom1 x Sonos 3 Bedroom1 x Sonos 5 Dining Room1 x Sonos Amp with speaker in bathroom1 x Sonos 3 LoungeSky routerS1 App as I have 2 speakers not supported by S2I have called tech support twice but they were no help, the only advice is turn your router on and off, uninstall your Sonos app and re-install, remove a speaker from your network and re-con

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T
3 years ago
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Mike804Contributor I
asked in Components and Architectural

Create or play playlists 'on this mobile device'

I want to be able to create playlists of music which is stored on my Motorola (Moto g8 Plus) phone. Ideally I would like to import and play iTunes playlists I have already created on my laptop. 9 months ago someone called Bob95... had exactly the same issue and had a conversation with John B on this forum. The solution for Bob, recommended by John,  was to install Samsung Music. This worked for him but will not work for me as this app is incompatible with my phone. What's the solution for non Samsung users- or more specifically for Moto g8 Plus users? I've tried a few music apps- unsuccessfuly.Cheers   

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M
3 years ago
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patrickcubaContributor I
asked in Controllers and Music services

Why is the software so crap?

Sonos products work intermittently. I had given up on connecting to my imported itunes library then for a period of two weeks it worked, today it does not work again. The connection of my laptop to my home network has always been stable, the stupid software doesn't play the audio

3
P
3 years ago
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vergaritaContributor I
asked in Components and Architectural

Sonos has never managed to play music i own

So we have two Sonos speakers we can use to play radio, and some spotify and thats it. I have a LARGE collection of CD’s with unique tracks that i have saved on my computer as MP3. Spotify plays them beautiful everywhere EXCEPT on Sonos. Sonos makes them unavailable and this makes Sonos worthless to us.  If Sonos had an AUX cable input, then at least i could use that, but the sonos app wont play my music.  Has Sonos fixed this on newer generation speakers? Because we have now “legacy” speakers which are now unsellable and dont have an AUX input, its a ridiculous system that we regret ever buying, and we are preventing our large network from doing so because its worthless.   Anyone knows if the newer models support playing music you own that has not been bought to streaming services? THANKS

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J
3 years ago
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NateuzunkayaContributor I
asked in Home theater

Unable to get Atmos signal on Samsung QN65Q7FAM

Hi there. First of all thank you Sonos for making this incredible soundbar. We are in love with it. I think I know the answer but I wanted to make sure. I have my Sonos Arc soundbar and I connected to hdmi arc. I have tried everything but couldn't get it the Atmos. We only get 5.1.  I bought the new Apple tv 4k as well and there I can get Dolby Vision but still no Atmos. I'm afraid my tv is not compatible. But why have the ARC connection then? Thank you all very much for the help.

11
N
3 years ago
benmitchell
benmitchellAvid Contributor I
asked in Home theater

a playbase and a new TV

I am getting a new TV and I have a playbase set up on my old TV.  What kind of process is needed to hook the playbase up to the new TV?  Do I need to install it again or just plug in the audio cable?

1
N
3 years ago
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Jamie fContributor I
asked in Speakers

Play 5 Gen 2 reduced usability now orange light

Afternoon. I have/had a cinema set up. Playbay, sub, rears (gen 2 play 5). Recently one has been play up and not allowing the volume to adjusted on that unit. Ive removed it to then add again but will now not add. Ive factory reset it back to flashing green. When I try to add it to the system it doesn’t see it and shows a constant orange light for 10-15 mins then goes back to flashing green. I’m out of ideas and the help centres are shut until Monday. Thoughts and suggestions are welcome. Thanks in advance. J

3
Mark P
3 years ago
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jdn242Contributor I
asked in Components and Architectural

ZP120

I have a old ZP120 but no longer have a computer.  I have WiFi thru cable and an iPad.  Can we connect this way?

1
Mark P
3 years ago
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hallamboyContributor I
asked in Speakers

Play:3 not working with S1 or S2

Hi - upgraded to the new s2 app, but now my play 3 will not work on s1 or s2. Really frustrating! Any help please. Thanks

2
Airgetlam
3 years ago
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CazzaBContributor I
asked in Home theater

Sub not configured

So my sub is saying not configured. When I select finish adding to my system and add to room (lounge), I keep getting  a message saying there was a problem setting up your sub.I have checked in About my System’ and my sub is showing as connected to the WiFi .This is driving me insane, my arc and sonos one’s have been set up with no issues.I have tried numerous times re-setting the sub and starting from scratch. 😡🤦‍♀️

1
buzz
3 years ago
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HalstromContributor I
asked in Speakers

Play5

There is no power on my Sonos Play5 device. I have tried different cables for my device and it doesn’t make any difference. Is there anything you can recommend ? Serial number is : 1308 00 0E 58 82 54 B8 A

2
H
3 years ago
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Powderfreak1Contributor I
asked in Home theater

connection - blu-ray - projector - beam

Hi I’m not sure if it’s info overload from the internet or I’m just a bit slow but I’d be really grateful for any pointers on a set up for the following since the Beam is back in its box now :-(SONY BDPS6700B blu-ray side of room connection to projector via hdmi within walls and ceiling.SONOS BEAM ideally placed beneath projection screenEPSON TW-650 projector mounted on ceiling via hdmi from Blu-ray,How can i connect the Beam, ideally without cables running around the room. But failing that any solution would be appreciated.I’m confused with switchers, Amazon prime Bluetooth, hdmi arc on one and not the other.… Thanks in advancePs I’m not even going to ask about the two Sonos play1s since i think the os is updated.   

2
P
3 years ago
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