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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.

26079 Topics
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tigerfan87Contributor II
asked in Portable speakers
Sonos Move Offline and Won’t Reset

I bought the new Sonos Move speaker right when it came out a few weeks ago and when I got it I set it up with my existing Sonos system but haven’t tried using it since until today. My Sonos app shows that the Move speaker is “offline” so I started troubleshooting the problem with some of the feedback I’ve seen on this forum and Sonos’ website but haven’t had any luck figuring out what is wrong with the speaker. When I took it off the charger I noticed that the light on the top is solid white and it’s like the speaker is completely frozen because it won’t do anything when you press or hold down any buttons. I have tried to factory reset the speaker using the directions found on this forum but the speaker doesn’t do anything at all (but that white light has stayed solid on the top of the speaker) Has anyone had similar issues with the Sonos Move speaker or have any feedback of what I can try next to get it working? I’ve never had an issue like this with any of my other Sonos speakers

35
A
3 years ago
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Thewizard2000Chromatic Producer I
posted in Components and Architectural
Audio Delay with 75 ms latency

I experiment audio delay with my sonos five speakers when watching tv, even with 75ms enabled in settings (the minimum). My audio cable is AUX 3.5mmI know that because when i turn on my tv sound, they are not sync at all. I also know that sonos cannot reduce lower than 75ms buffer size to avoid dropouts.So if i connect every speakers on ethernet cables it should not create any dropouts even at 1ms… So the big question is: Why sonos do not offer the choice to the custumer to choose what buffer we want to. If i wire everythings on ethernet cable that will be useless BECAUSE the only option will remains 75ms anyway?? So it will not improve at all even on ethernet cables...

2
K
3 years ago
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jdshoContributor I
asked in Advanced setups
How to Solve Latency Issues with Connect and Yamaha Receiver with other Sonos Speakers

Hi all,I have a Sonos Connect connected to a new Yamaha receiver (Yamaha TSR 700). I’m having trouble with the settings involved in getting the sound from music coming from Connect+Receiver to align with the sound coming from my other Sonos speakers throughoug the house.  We think the sound coming from the Play 5, Sonos One, Beam, and Move is ahead of the sound coming out of the Connect + Receiver. Very slightly, but with the more brassy tones it is pretty noticeable.  I solved this before with an old receiver, but every receiver is different. Hoping this community can help provide some tips on how to solve this. The Yamaha has Scene settings so I can save whatever settings end up working for whole-house listening.  thanks for the help! 

3
K
3 years ago
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JsterrittContributor I
asked in Components and Architectural
Very old Connect performs poorly, cuts out

My Connect is hardwired into my router, yet is very flaky: it cuts out and takes a long time to start playing after other devices are going strong. It seems to work fine when ungrouped and playing on its own, but this is not a tenable solution.  I am happy to upgrade the device if its age is the problem.  My mesh WiFi is amazing. Is Sonos using its own WiFi network because the Connect is plugged into the router? My 10 Sonos devices are spread out over a considerable space (big house). Please help! Thanks…...

2
Stanley_4
3 years ago
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nomadskiAvid Contributor I
asked in Components and Architectural
suddenly cant find system on some devices

Have not had any issues with my Sonos for a good couple of years, and not made any changes bar a BT router 4 months ago. I have a play 3 linked to router, a play bar downstairs and 4x Sonos 1s dotted about the house. About a week ago my wife couldn’t see any rooms when opening the app on her iPad or iPhone, nor on her desktop app. I could see the system on my iPhone app and on my desktop app but not my iPad. After unplugging the whole system and replugging back in I was able to make the system viewable on all devices, and put it down to maybe a dodgy update overnight.  Today the same issue happened with my wife’s iPhone & iPad but not her desktop. I could see the system with my iPhone, and desktop but not my iPad. I tried running through the reconnect route in the app on the iPad but it always failed when it tried to connect to the Sonos WiFi. I tried this with both the Play 3 and the Playbar. Eventually I restarted the router which seemed to fix it, but later this evening my wife

4
N
3 years ago
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BmercContributor I
asked in Advanced setups
Can we get a schedule for night mode?

I have still not seen any feature to enable/disable night mode on my arc at a certain time. I have heard of external apps to do this but they are all on the Apple store not play store which is a problem for my android phone. Alexa also does not seem to be able to modify the night mode setting. I am running out of ideas I have 2 young girls and the ability to schedule this would be so incredibly helpful. 

2
B
3 years ago
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BlokusContributor I
asked in Home theater
PS5 only showing Stereo PCM instead of Multichannel

Hello all,I’m having trouble getting the surround sound setup for my current setup and don’t really know what the solution would be, My devices are as follows: T.V: Samsung UN65RU7100FXZADevice: PS5Surround System: Arc, One SLx2, Sub I have no issues with streaming services outputting correct Dolby audio as per the app saying it, but when on I’m on PS5 with the av receiver setting selected and 5.1 ch with Linear PCM choosing as well the app only shows Stero PCM. Selecting the bitstream options bring a slight delay which I read was a common issue and there’s not a concrete work around for it so I wanted to just use the LPCM route but this also isn’t working as intended, am I doing something wrong here?

5
B
3 years ago
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ahernetjContributor II
asked in Components and Architectural
Sonos Gen 1 causing issues with Gen 2

Hello all,I’ve had Sonos for a couple of months now and have been very happy.  I started off with three Gen2s and a 5.  Everything worked great.  I recently purchases three Gen 1 SLs and noticed pretty quickly after there have been a lot of issues with speakers cutting in and out for various groups.  Once I unplugged the old speakers the system is back up and running with zero issues.  I did some research online but wanted to see if anyone ran into issues with integrating older speakers with the newer generations?  Appreciate any assistance!

3
Corry P
3 years ago
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ACR21Contributor I
asked in Portable speakers
Roam Bluetooth

Excited when Roam arrived but so disappointed now as bought to replace Bose Bluetooth speaker for use when out and Bluetooth setup & connection to iPhone just doesn’t work. No Bluetooth chime, no flashing blue light, nothing. Just red/orange kight on RHS, then flashing white light on left followed by flashing green. Never shows up in Bluetooth devices on iPhone and as I run legacy products  and limited to sonis1 controller, it’s no use to me. Support chat line circular and no help, phone on 30minute wait. Aaarh! Looking to return it.😞

2
A
3 years ago
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GLENDAC4SContributor I
posted in Components and Architectural
I cant believe after 20 years and 10 add ons you've done this

I been with you for 20 years and you have wiped the whole good image of your company out with one update.I done as you said to put my products to factory settings that had been upgraded to S2 so i could use them back on S1.Now your S1 add product is in light grey.When i click on to re add my products it asks me to update again.You seriously are killing your loyal customers as i am now looking to completely change to other easily usable systems.I just wont be updating anything of yours at all .Talk about short sighted..Lets see the snowflakes work this one out!

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jgatie
3 years ago
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david32784Contributor I
asked in Portable speakers
Spotify Android app and Sonos Roam, track info (artist, title, artwork etc) not updating when next song is played.

If I play a playlist in the official Spotify Android app and then cast to my Sonos Roam, whenever it automatically moves on to the next song it won’t update the song title, artist, artwork in the app or notification controls etc… It does update when you change the song manually.It also works as expected in the Sonos app itself.This is using a Samsung Galaxy S7 Edge with Android 8 installed and the official Spotify Android app version 8.6.18.720.

4
Corry P
3 years ago
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airtasTrending Lyricist I
asked in Components and Architectural
On this mobile device freezes after a few minutes on Android

Ever since the new upgrade when I shuffle on this mobile device everything is fine initially but after a couple of songs the queue changes and freezes. Sometimes the music plays without the now playing updating. Eventually I need to relaunch the shuffle.  Any idea what is going on? 

3
Corry P
3 years ago
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DuDContributor I
asked in Portable speakers
Move showing as Offline and won't connect when showing on Spotify

My Move shows as offline in App, however when connected to Airplay will stream without issue until added to my network, then the Move drops out.  I have reset and rejoined the Move several times without any improvement.  A System Diagnostics report has been submitted. The Bluetooth button does not switch between WiFi and Bluetooth :-(  Any help would be appreciated.

3
James L.
3 years ago
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SRP80Contributor I
posted in Home theater
Fix Crackle

My Beam crackles way too much. Can it be fixed or do I need to replace it.Diagnostic number 1087756801Please Help.

1
UKMedia
3 years ago
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FoxEcho44000Contributor I
posted in Home theater
New on Sonos, "Unable to connect" each day

Hello everyone,First of all, please forgive my English !I would like some help on my problem ; I bough a Beam, my first Sonos product but I am quite disappointed…I connected the Beam to my TV via HDMI and works fine, connected to the wifi works fine too.I setup my router to shutdown the wifi during the night and then to run it at 8.00 am (router is still up, only wifi is shutdown). On the morning when wifi is back, every thing working good except I can’t connect to the Beam (unable to connect to sonos). It’s strange because in the wifi devices list I can see “Sonos ZP” connected, but on the app I can’t connect to it. If I want it to work I have to reboot my router, and then Sonos is back. I try this : put a fix IP address, separate the 2.4 and 5Ghz networks but still same thing ; in the morning when wifi is back, everything is working except the Sonos. Thanks for your help !

1
Corry P
3 years ago
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BZ1990Contributor I
asked in Components and Architectural
Issue with pairing Playbar and One

I have a Playbar and One that are paired together. However, from time-to-time, the Playbar will just stop playing music (even when it says it’s on and paired with the One) while the One works fine perfectly fine. I know the Playbar is a Gen 1 and One is a Gen 2, but I’m not sure why the Playbar would just stop playing music.  Sometimes the Playbar will be on and recognized on the Sonos app, but it just won’t play music from the get go. Other times the Playbar won’t even be recognized when I turn music on. When either of these issues pop up, I have to unplug the Playbar and plug it back in for it to start working.  Anyone else experiencing these issues?

1
James L.
3 years ago
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sfriouContributor I
asked in Components and Architectural
setting up roam - error code 800

i keep getting error code 800 on my new roam.  says check network connection -  how ?  i go to network under settings and it asked me to sign in everytime.  I sign in and then it just pops up the setup problem screen again.  So frustrating.  This ain’t an Alexa setup for sure.

1
Airgetlam
3 years ago
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ampakineContributor I
asked in Home theater
Connecting second Arc

I’m about to receive a second Arc for the upstairs LG tv. I was wondering if I should connect the new Arc with ethernet, or will the existing Sonos net, based on the first Arc (which IS connected by ethernet, and it’s the only Sonos component connected with wire)  suffice? Is the direct ethernet connection for the second Arc required, redundant or harmful? BTW, I’ve had the first Arc (with a sub) for a month, and I feel like I’ve jumped generations of technology, absolutely love this system!Thanks!

4
A
3 years ago
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Alan-BTrending Lyricist I
asked in Portable speakers
Roam and Android 7

I am thinking of buying a Roam and wondering if I will have any problems as my phone is Android 7.Currently I have a Play:5 and two Play:1s controlled from my Android 7 phone and Windows 10 PC.  The S2 app on the phone works fine.  The only annoyance is the orange dot and the message “The OS on this device is no longer supported”.If I understand the S2 app limitations correctly I think I may have to add the Roam manually on the phone and/or the PC.  Other than that will a Roam work with my set up?Alan

6
106rallye
3 years ago
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ShugreContributor I
asked in Home theater
sub gen 3 works with SL but not with arc

I have an system arc + gen 3+ 2 sl that that have being working fine for almost 5 months. Some days ago the sub stop giving sound.  Restore sub and arc to factory settings,  reset app but with no luck.When I connect the SL with the sub,the gen3 works fine, the problem is when I try to connect with arc. In the app everything is connected but gen 3 doesn't respond ( for example in mute the light stays white instead of turning green).

4
Corry P
3 years ago
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CMM67Contributor I
asked in Portable speakers
Can Roam connect to Boost as opposed to my general wifi?

My new Roam wants to connect through a pop up in the Sonos App and I can’t find a way (having reset twice so far) to get the Roam connected to Sonos Boost and not the general home wifi. It will only show in the Sonos System Info in the About My System as WM 1 while all other products are WM 0. It will be frustrating if the Roam cannot benefit from the Boost while at home and therefore suffers the very same problems that caused me to get the Boost in the first place. 

3
ratty
3 years ago
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tkjerulfContributor I
posted in Speakers
Sonos Play:5 gen 2

Hello. Ever since Generation 2 of Sonos 5, my PLAY;5 gen 1, on random Looses the connection to the router.really annoying, since everythin used to work.I tried changing channel to 1,6, and on.https://support.sonos.com/s/article/1219?language=en_US Too bad that a perfectly working system has been broken, because of new prduct updates?or is it just me?appriciated, a few working solutions. (and its not try restart your router… :-) 

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Corry P
3 years ago
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NickBAvid Contributor I
asked in Components and Architectural
Connect:AMP Gen1 Update Issue

HI AllI have just used the upgrade programme to replace my ZP100 and Connect:AMP with a Port and an Amp.I thought I had to return the old kit and then realised that actually I didn’t. So I thought I’d use the old Connect:AMP in my office, standalone, using S1.So I reset it and got an old iPhone 7 with S1 installed on it.  Now I can go through the setup of a new system just fine. The Connect:AMP appears as the only device. However, it doesn’t show any sources of music.  So I see in the system settings that it needs an update.But the update fails with an 1101 error.Steps that I’ve tried to resolve this are as follows (all result in the same failure):Connect via ethernetRestart the Connect:AMPReset the Connect:AMPReboot the routerReboot the controllerMove closer to the routerUse a different controller (a different iPhone 7)Tried tech Support, but on agents were available.Any ideas ?Thanks in advance !

4
Corry P
3 years ago
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JtaylorwebbContributor I
asked in Components and Architectural
Help with this please

Recently noticed system kept falling out. Shows no system on controller. Added BOOST hoping to help. No change. 

9
Corry P
3 years ago
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rthorContributor I
asked in Speakers
Play 5 gen1 connected but silent

I have two play 5 gen1 and sonos one SL, one of the p5 went silent but is connected.The silent speaker is connected, white light on, volume button and mute works for other paired p5 and it also shows line-in as active when i tried plugging it.I’ve tried factory resetting the speaker, plugging it to ethernet and also switched routers. Any ideas what could be wrong? I’m starting to think it’s hardware related.Thx, Robert ref: 1717545994  

3
Corry P
3 years ago
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