Skip to main content
  • 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.

26311 Topics
M
msppiperContributor I
posted in Controllers and Music services
Unable to play Pandora access is denied.

Every day I am receiving the Sonos App errror message on my iPhone of “Unable to play Pandora access is denied”.  Each day I have to re-athorize my Pandora account to correct this issue.  Can SONOS please tell me why I have to re-authorize every day, this is such a hassle.

10
Airgetlam
3 years ago
D
darius.diasContributor I
posted in Advanced setups
What is the approximate Watts used to run the Play:5 (Gen2)?

What is the approximate Watts used to run the Play:5 (Gen2)? I am hoping to use 2 for outdoor events this summer, and want to get the right amount power bank to do a decent afternoon of music (min 3-4 hrs, ideally the capacity for 8+), but balancing considerations for weight and price.  Kind Regards,Darius Dias

3
Stanley_4
3 years ago
M
M5FansContributor I
posted in Controllers and Music services
Apple music library

Just upgraded my Mac and Sonos can no longer play my music on the Mac, says it is incorrectly coded! I’ve managed the library and it’s giving an error on importing playlists from iTunes too.  has anyone seen this and has a fix? Thanks 

1
G
3 years ago
G
Ginger nuts22Contributor I
asked in Components and Architectural
play:5 noise

My Gen 1 play 5 makes a regular  thudding noise after about 10 minutes of being turned on, this gradually increases in speed until it becomes continuous, this happens during standby as well as okay back, any help appreciated.

1
Ken_Griffiths
3 years ago
J
JuspaContributor I
asked in Components and Architectural
Issue connecting CR200

Can’t get the Controller CR200 connected to my multiroom system running on S1 sw. I have one Play 1 wired to the router and connecting procedure starts but do not find the system. So most likely system versions do not match, possible to downgrade the system to get the controller connected and then update all back up again?My system is running on the latest 11.2.8 version.

1
Ken_Griffiths
3 years ago
R
RetnyapContributor I
posted in Components and Architectural
problem with drop out on Sonos Roam

I have recently purchased a Sonos Roam (Kitchen and garden/garage) which I have connected to a Sonos One (Back Room) and SL (TV Room). When all connected in the house everything is fine. However on using the Roam in the garden via WiFi Extender it drops out and I get the following message.  “Some Sonos products are using a WiFi Extender. 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 wore a Sonos product to your router” I did connect the SL to the router however still got the drop out and above message.Help please.

2
R
3 years ago
M
malakeoContributor I
posted in Components and Architectural
My rooms suddenly disappeared

Been running Sonos for 10 years or so across 7 zones.   I added Spotify to my services and suddenly all my rooms have disappeared but one.   The one that has remained will not work either, it will allow me to select music but no progress when hitting play.I was on hold on the phone line for 20 minutes and then suddenly the hold music stopped….still on the line but don’t know if I have been dropped?Tried chat as well and stuck on “transferring to agent.” Any help would be appreciated - super frustrating. 

2
controlav
3 years ago
M
matt2002_ukContributor I
posted in Components and Architectural
Windows 10 - Updating Sonos Controller Completely Crashes My System

Hi All,Running Windows 10 x64 here. When I update Sonos, it will no longer launch, it gives the below error. Then next time you reboot the system will not start at all - it gives a blue screen. Luckily my system is a Virtual Machine and I can restore back to before the system update.Can anyone help. 

3
M
3 years ago
D
David_127Trending Lyricist I
asked in Portable speakers
My Sonos Roam switches itself off after a few minutes. It has plenty of battery.

Hi,    After a fair bit of work, I have added a Sonos Roam to an S2 system and got my compatible speakers working with S2, and integrated all speakers with Google Assistant.   All good. Now when I ask GA on Sonos Roam to play BBC Radio 6, it plays it from TuneIn.   Then after a few minutes, the Roam powers off with no input / touch from me.   When I turn it back on, S2 tells me it is at 91% battery. GA on the Roam tells me it is 87%. I.e. it has not switched off because it is out of battery.   Has anyone else seen this behaviour?   Thanks,   David.

14
James L.
3 years ago
N
ninja2Avid Contributor III
asked in Portable speakers
Can I use my new Roam with existing Boost in 11 Speaker system?

Hello,Recently I added a Roam to my existing system:Boost3 x Play:12 x OneSL2 x Play:31 x Play:5PlaybaseSubI got the Roam working using WiFi and Bluetooth to my mobile, but I had trouble swapping back from Bluetooth to WiFi so I decided to unpair the Roam from Bluetooth.The Roam is working OK using WiFi (or Boost?) but I’m hoping to use Bluetooth and Sound Swap to stream from my mobile to all my speakers (through the Roam). Is this possible?This article says Boost is not compatible with Sound Swaphttps://www.pocket-lint.com/speakers/news/sonos/156050-what-is-sonos-sound-swap-how-does-it-work-and-which-speakers-is-it-available-onDoes that mean my Boost is preventing my Roam from doing Sound Swap?When I look at my WiFi network list on my router the Roam always appears as offline, even when it’s active. I’m guessing this is because it’s communicating through the Boost instead, but I’m not sure.Do I have to remove my Boost to get full Roam functionality?Any guidance or advice appreciated …

2
N
3 years ago
H
huntaaarAvid Contributor I
posted in Advanced setups
Sonos Roam with travel or portable projector.

Hi there,I own a roam and am looking to buy a travel / portable projector. I use an iPhone, MacBook, and also have a Roku stick that I will have with me for travel.Was hoping for any advice on how best to make a setup like this work so the Roam is the main/only audio?Any projector recommendations a bonus. Thanks is advance. 

2
H
3 years ago
M
MscanlanContributor I
posted in Components and Architectural
sonos app lost two speakees

Yesterday I installed my new Sonos arc.  As soon as it was installed my move and one SL disappeared from the app.   The strange thing is that I can still play music on both directly from Spotify.  This makes me think it is a Sonos app issue and not a network issue.  Please advise. 

1
G
3 years ago
G
GelebrownContributor I
asked in Controllers and Music services
Pandora reauthorization

Every time I use Pandora on my Sonos system, it requires me to re-authorize my account. I have deleted and reinstalled the app.Nothing seems to solve this issue. Can you please help resolve this issue?

12
S
3 years ago
T
Toddssonos59Contributor I
posted in Home theater
Beam set up problem

Have had a beam for 18 months / set up no issues - using sonos app on mobile and connected to TV to use as sound bar - Bought Sopnos Move 6 moths ago again no problems set up and use via Sonos app on mobile.1 month ago changed broadband from Sky to BP and updated Iphone to new hand set - since then had nothing but problems ? maybe related or maybe not ? Move has connected and works - however beam will not connect to broadband and wont play TV soundeither - have followed all instructions ( turn off beam turn it back on / Turn off WIFI turn it back on / take it back to factory settings - all done and still wont connect) When its connected through ethernet cable to modem it works but once back near tv and not hard wired wont connect wirelesslyAny suggestions gratefully received    

1
106rallye
3 years ago
V
VmanonlineContributor I
asked in Home theater
Beam drops connections to other Sonos speakers

I have a Sonos beam speaker connected to my hi DEF projector when I connect my other Sonos speakers to the beam I have a constant drop outs of sound. I have two sets of Sonos one speakers and one set of Sonos play one speakers all on my Apple extreme network. I also have a satellite Wi-Fi router that I am not using the network but it is active. What can I do to stop these cut outs? I’ve already change the channel on the Apple extreme router twice. Thank you

4
V
3 years ago
J
jeremyrwcContributor I
posted in Controllers and Music services
Can't add apple playlist to a sonos playlist

For years I have had issues with larger playlists, between 2500 and under 10000 songs and still have not had any solutions from Sonos support. This became a problem after an update years ago and never was fixed.  Fast forward to now, and using the latest equipment like the Move, the system still chokes when trying to load an Apple Music playlist. When trying to play the playlist, I usually receive a 1002 error. Sometimes after a couple minutes, the music becomes available. When trying to add the playlist to a Sonos playlist, I get another error of unable to add music.  The answers I get from support have always been ridiculous: reboot, reconnect, disconnect, it’s your network’s fault….blah blah blah. But I have some very complex and demanding media systems running on my network, and they all work fine. The only thing that chokes, EVER, is Sonos. Will they ever resolver this issue?

2
J
3 years ago
R
Robert201Contributor I
posted in Components and Architectural
Cannot connect to all sonos in house

We bought a new Sonos for the bedroom on the third floor of our townhouse. The second one is on the middle floor and the third one on the kitchen on the ground floor. Three of us in the house using the Sonos and all experiencing different states of connectivity. Sometimes we can see all devices, sometimes two and sometimes none. All are different at any different times on each of our mobiles. Router is on the middle floor and we have tried everything we have found in line. Unplugging, re booting etc. Anything we have missed before having to buy a booster? Thanks 

2
C
3 years ago
K
Katie012060Contributor I
posted in Controllers and Music services
trouble with my sonos

Hello,I’ve had my Sonos for about four years and they’ve been working fine and I love them. I have had trouble with the app which my partner set up. He couldn’t remember his password so I set up my own and transferred them over to mine. I’m having trouble connecting them. I plugged them into my Wi-Fi and I connected them but As soon as I take the internet cable out they both disconnect. I have googled it and it says to set them up to wireless. I’ve gone on my network on the app and it doesn’t say anything about making them wireless. There is 3 wireless channels I’ve tried them all and as soon as I disconnect from the Internet they disappear from my app. I have been using these Sonos wireless for years so I know that they do work wirelessly. My partner can’t remember how he set them up so I’m really struggling To know what to do. It’s a lot Of money to waste if I can’t fix them. Please please help with any information that may help. Thank you

8
Ken_Griffiths
3 years ago
S
simon69Contributor I
asked in Home theater
Cannot connect Sonos one SL

We have had three Sonos products on one system but recently the Sonos One SL disappeared from the system for no apparent reason. We have tried to re-add it to the system by resetting the factory settings. The app says it recognizes the product and has added it to our system; it also says that the product may not appear initially and, if so, to un-plug the product then turn it back on again to complete set up. I have done that several times but the product is still not appearing on the system with the other products. I have also rebooted my wi-fi but that has made no difference.What can I do?

4
S
3 years ago
J
JemmailContributor I
asked in Components and Architectural
No able to remove song from Sonos Favorite

Hello,I’ve two songs in my Sonos Favorites that I cannot delete from the Favorites list.There is no menu to delete them.I cannot play them eitherI’ve tried from the Android App and the Windows App. Like ghost entries.Can someone help me ?

1
G
3 years ago
8
88cathyContributor I
asked in Components and Architectural
sirius XM connection lost?

Connection to Sirius lost. Still able to connect to Sirius on other devices in the house, just not to SONOS

1
G
3 years ago
C
CarmiContributor I
asked in Home theater
Arc and 2 one sl setting

Just added 2 one sl to Arc. As suround.The sound from tv is heared only through arc. Playing music through my cellphone the sound is great.Why...??

1
G
3 years ago
T
TubygameContributor I
asked in Speakers
Sonos Five - Line in audio issue

Dear Sonos Customer Service, I have a Sonos Five, an iPhone 11 Pro, a 3.5 auxiliary cable and an Apple lightning to 3.5 audio adapter. When trying the play music from my phone on the Five via the auxiliary cable and adapter, i am faced with the ultimate disappointment of hearing no sound from my speaker. Is there an update that Sonos can push out to either resolve this issue or begin supporting this method of connectivity? I am not always near available wifi for use and the main buying point for me for this speaker was that it has an in-line port. All products are in great/working condition and both the auxiliary cable and lightning adapter was recently purchased as new from Best Buy. Thank you for any assistance in advance! 

2
controlav
3 years ago
D
DamianChapmanContributor I
asked in Components and Architectural
my Sonos App doesnt locate my system anymore

Hi All, I am becoming increasingly frustrated with my Sonos app not locating my Sonos system. Once I have turned the items off and then on and reset the router and connected my play one through a cable it works for about 10 minutes then loses it again. Then I have to do the same process all over again! I give up, I loved my Sonos system but no longer this is infuriating as I can’t listen to any of my music. It still works fine on my TVs around the house but I can’t locate the system on the app!  There has got to be an issue with the app!!!  

2
controlav
3 years ago
M
Mike_033Contributor I
posted in Components and Architectural
7 grouped speakers Spotify issue

Sonos is unable to tell me why my 3 groups of 7 speakers (G1:Play 5 R+L+Sub, G2:One SL R+L, G3:Play 1) with Boost in my main 20x30 foot, open-concept floor go out of sync while playing Spotify. Spoke to three tech reps over 2hrs and 45min tonight bc their line kept dropping (1call back of the 4 hang-ups, obviously)  Conclusion: Sonos claims 80mbps fiber-optic Wi-Fi download speed is not enough to play Spotify music on the 7 grouped speakers without interruption.  Recommended I call my ISP and get more bandwidth. Of course they will not tell me how much download speed is required, whilst their published documentation says minimum 5mbps.  Nor are they able to tell me why this only happens with Spotify premium and not others like TuneIn, Mixcloud or Amazon music.  Any ideas?

15
M
3 years ago
Terms & ConditionsCookie settings