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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.

26301 Topics
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Sid-HarthaAvid Contributor I
posted in Components and Architectural
Problems playing long tracks on Amazon music & Calm

Hi All,Recently I’ve had problems playing any track over 30mins in length on Sonos via the music services provided by Amazon & Calm. I get the following error very consistently,“unable to play - connection to Amazon/Calm music lost”I never had this error previously. Everything was working fine.Any tips for how I might be able to diagnose the issue/fix it?

3
Annazel S
3 years ago
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SeyiContributor I
asked in Speakers
Faulty speakers - hardware

I️ have a set of Sonos speakers (a Sub and 4 Play 1 speakers) which I️ will like to send in for repairs. The sub and 2 of the Play 1 no longer come on, and I️ suspect this is hardware problem. I️ will like to send these to the service centre for diagnostics and possible repair. Any information on how to go about this is appreciated.

2
Stanley_4
3 years ago
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ChetanKContributor I
asked in Home theater
Sonos Beam touch controls not working

Hello, just got a Beam and the touch control don't work though it is turned on in the app. Touch controls on two surround Ones do work though. Have done full reset on Beam too which hasn't fixed it. Regards,Chetan

5
Mark P
3 years ago
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KristisContributor I
asked in Components and Architectural
30 unit Sonos system crashes with Jung Sonos Gateway

Hello,one of our clients uses SONOS products in their building, its like a 30 devices, from ONEs to AMPS, Beams and Bars. Two sonos gateways. Whole devices was on LAN cable, but after adding Beam to the controller whole system crashes, older devices starts to disappear. After putting everything on wifi it seams to stabilize but after some time i notice that on my ping program the whole system loses connection instantly, like a switching On and Off. Maybe you can suggest a solution or if there is some specific way to manage all these devices.P.s. Amps are not even added to controller yet, do not know what will happen after we add them...

14
K
3 years ago
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TDYVRContributor I
posted in Home theater
Sonos Arc no sound with Samsung Frame TV

Hello all,  Recently got Samsung The Frame (2020) and Sonos ARC. Sound started cutting out for 10 seconds then playing one second of sound in loops like that.  many hours to both companies support. Both made me do hard updates. No real change. No fix. Does anyone know if this is fixable. Actually fixable. I want to keep the arc but if it don’t work I have to take it back before my return policy runs out.  Many posts on here about it but all 6 months or more ago.  thank you for any insight. 

2
T
3 years ago
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svenllrContributor I
asked in Components and Architectural
Amp with Klipsch KG4 Highs that Bleed Ears and Minimal Bass

I have hooked up a brand new Amp with my sweet hand-crafted 1980s Klipsch KG4s.  I have Treble down to -10 and Bass up to +10.  The highs bleed my hears and the bass isn’t has heavy as the rear 16” sub should be putting out.  They are 4 ohms speakers.  Any ideas?

2
S
3 years ago
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thepowerisonContributor I
asked in Controllers and Music services
Can't play to Sonos via Spotify Connect anymore?

I’ve had Sonos Play:5 (Gen 2) for a few months now and it worked perfectly via Spotify Connect. A couple of days ago I purchased a second Play:5 to create a stereo pair and since then I am unable to play via the Spotify app?I’ve deleted and reconnected Spotify, reset my router etc and it still won’t connect - any ideas?

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Corry P
3 years ago
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jmwalden1123Contributor I
asked in Controllers and Music services
Sonos app won't connect to NAS Music subfolder - can it use a two word subfolder ie: My Music?

When I try and add my NAS drive music subfolder (called My Music) the app says ‘No share My Music on server.  If I put ‘Music’ (though not a real subfolder) it connects but clearly nothing there.  Any help? All my other devices connect flawlessly.  Thanks!

16
M
3 years ago
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Patrick vContributor I
asked in Home theater
Sonos One surround connection falls out from Sonos Beam

one sl sonos regularly disconnect from surround.  composition: beam, sub and two one sl. When it is happening i have to restart all  one sl and reconnect them. it also very difficult to connect the one sl to the beam. It takes a lot of time. i buy them 2 weeks ago and surround was working two days. I see this is a problem that has been around for a long time.my mobile is an iPhone 12 pro max and the router is a Netgear Orbi RbK 23  when can we hope a solution ?    

1
Airgetlam
3 years ago
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Cwuest34Contributor I
asked in Components and Architectural
Roku ULTRA/Sonos system

I recently upgraded ROKU from premier to ULTRA. I’ve noticed that neither of my surround ONESL speakers work anymore. Is this a common issue? Setting adjustment? Thanks! 

1
G
3 years ago
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FolkyContributor I
asked in Home theater
No Dolby Atmos showing in app with Arc and Samsung Frame TV

Hi there,I have a new Arc and Samsung The Frame 2020 TV. No Dolby Atmos showing in Sonos app even though eAr. And Dolbly Atmos TV settings are set. I’m using the Disney Plus, Netflix, Amazon Prime apps. None showing atmos in the now playing window of the Sonos app. Any ideas?Thanks!

6
Corry P
3 years ago
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Pinto25Contributor I
asked in Home theater
Probleme Sonos Arc

Impossible d entendre le son diffuser en air play d entendre mon lecteur Blu-ray et prime vidéo ça fait beaucoup de chose …. déçu que faire net flix fonctionne et canal plus également 

1
Airgetlam
3 years ago
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EricwhateverTrending Lyricist I
asked in Components and Architectural
Adding Move to S1 system froze S1 app

Hi all.I’m running an S1 system (i use a Sonos Connect to stream my turntable, and don’t really want to buy a $450 new component to do the same thing).  My partner attempted to add a Sonos Move speaker to the system and now the S1 app is stuck in “Use Sonos S2 app” mode.The options it gives me are “Download Sonos S2 app” which i obviously don’t want to do.and “More options” which includes: “About My System” “Submit Support Diagnostics” “Reset App” and “Sonos Customer Care” About My System shows all my speakers on S1 except the Move.“Reset App” does… i dunno, just asks me to close and restart the app, but when i reopen i go back to the “Use Sonos S2 app” screen. how do i get the Move on the S1 system, and/or how do i get my S1 app working?no, i don’t want a split system. the system still kinda works.  e.g. home theatre works when controlled by the TV.  and i can play music in rooms from Spotify.  but i can’t control anything from the sonos app. edit: it just now occurs to me i could try

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E
3 years ago
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CoenSanderinkContributor I
asked in Home theater
Unable to setup home theater setup

Hi,I want to setup a home theater setup using a Beam + 2 sl’s and a sub all on S2.  All speakers are detected but I am unable to add the sl and the sub to the theater setup. Speakers are placed in the same room. The configuration takes ages (both sub and sl’s) and fails after a while. The speakers and sub are removed from the app and I have to start all over again. If I setup a stereo pair with the sub everything works fine. The beam works also perfect with the tv.  system is on the same wireless netwerk Channel is 11, WiFi=1. So 5 separated  connection to all speakers is excellent to good  all speakers are on s2  Version 12.2.2

8
Rowena B.
3 years ago
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tjtCollaborator I
asked in Controllers and Music services
BBC Podcasts will not play on Sonos using Spotify App

Hi, I have discussed with Spotify the fact that you cannot play Spotify provided BBC Podcasts on Sonos speakers. All other podcasts I have tried to play from Spotify work no problem, but with BBC podcasts all Sonos devices are greyed out. This is not unique to me or to Sonos it seems (see the discussion here).Spotify has said they are working the issue, I wondered if Sonos was aware?Is this the BBC controlling where their content is played again, even though this content has been licensed by Spotify?

2
T
3 years ago
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mary12345Contributor I
asked in Home theater
Sonos One SL keeps disconnecting from Wi-Fi.

Dear Sir/Madam,I hope all is well. I am having an issue with my Sonos One SL. It worked great for the first month or so, however recently I have encountered problems with it.I often cannot connect to it as it keeps getting disconnecting from the Wi-Fi network. I then proceed to reconnect it to the Wi-Fi by plugging out my Wi-Fi router and then reconnecting the sonos device to the Wi-Fi wirelessly. It works great for the rest of the day but disconnects the following day.What can I do to solve this problem? I was considering buying more sonos speakers but this problem is a bit off putting….Kind Regards,Mary

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Paul A
3 years ago
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charbuttContributor I
asked in Components and Architectural
Cannot control volume on Move with Sonos app

I can control volume on Sonos One, One SL and Port from Sonos app but not the Move???!

3
Ken_Griffiths
3 years ago
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lbbrown851Contributor I
posted in Components and Architectural
Physical damage to speaker mounting plate of my play 5, where do i get it fixed?

where do I get my play 5 repaired? speaker mounting plate is cracked causing distortion of the sound??super tough getting through to the customer service at Sonos.. 

6
L
3 years ago
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LotusgirlContributor I
asked in Controllers and Music services
Website shows unused devices - app doesn't

A small niggle, but I wanted to check I had registered my new Sonos One and looked on the website.  The website shows my old system, a play one setup that I have now sold and replaced.    However, the app on my phone is correct - shows the new system.I cant see how to change the info on the website.  I would like it to be correct, just in case I have any warranty issues. What am I doing wrong? Many Thanks

3
Airgetlam
3 years ago
mAlort
mAlortContributor I
asked in Components and Architectural
Sonos Move red/white light

Hi! I hace a sonos move with red white flash and not working. What can i do??thanks

3
Paul A
3 years ago
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ArntContributor I
asked in Components and Architectural
Unstable Tidal HD playback on Sonos

Hi all, I’m experiencing unstable playback with slow response (via app) from a group and common delay with some speakers and others not. The specific group includes these products: boost, play3, play1, play5, One SL and Connect:Amp. I’m using Tidal HiFi. The issue has gotten more common recently. Would be wonderful to hear ideas on what could cause this:-)Diagnosis submitted: 1506863163Thanks, Arnt

2
A
3 years ago
A
azrielleeContributor I
asked in Components and Architectural
Unable to connect products to Wifi!

I currently have a Sonos Playbase and a Sonos Sub. They were both connected to my Wifi in the past however there was one day when they were just disconnected from the Wifi.The Playbase is now connected to the router through Ethernet cable while the Sub is unable to be connected. When I try taking out the Ethernet cable, my Sonos app is unable to find either the Playbase or the Sub. With the Ethernet cable connected to the Playbase, I am unable to connect it to the Wifi as the error "Incorrect Password" keeps showing up. To note:1. I am definitely keying in the correct password.2. My router 802.11 mode is mixed 802.11a/n/ac.My wifi should be compatible with the Sonos products. I would like to enquire what I am able to do to reconnect both my Playbase and Sub to my wifi. As of now my Sub is unable to be used while my Playbase can only be used with an ethernet cable as I do not have sufficient ports on my router. I have already tried factory resetting both my products yet the issue still

3
Stanley_4
3 years ago
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PaulMBanasContributor II
asked in Components and Architectural
Troubleshooting: Playbar not working with Sony TV KDL50@800 and Onkyo Receiver RZ620

The Playbar is working with music services, but not with the TV. I’ve tried unplugging TV, Playbar and receiver. On the Sonos System Info in the app, the Playbar has nothing next to it. The optical cable seems to be good with red lights coming out of TV and Playbar. (Should optical cable go to receiver rather than TV?)On the receiver, when I do a setup, searching in vain for some setting, the cable TV sound comes on when I get to sound settings, but disappears when I move to the next setting. It was working fine but quit working when I did a system update on the Onkyo receiver My diagnostics is 246167946

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buzz
3 years ago
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AlloyboyContributor I
asked in Advanced setups
Amp as sufwoofer amp for passive subs

I have 2 sonos connect amps powering 8 bose outdoor speakers. I believe i want to setup outdoor subwoofers as well. 1) Can have a 3 third sonos amp added,  dedicated as the sub amp to set passive subwoofers. If so, would the sub signal come one off the other sonos amps running the bose speakers or can I plug the sub output into its own inputs on the same amp and can be controlled independently along with the other two amps. Also if true, would there be any delays with the signals matching up to the bose units when playing music.

1
jgatie
3 years ago
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vince10Contributor I
asked in Components and Architectural
ARC TV cuts out after 3 seconds

I am now experiencing the ARC sound cutting out.  It will last about 3 seconds, then it reverts to the Samsung TV speaker.  Every time I reset and disconnect, it will do the same thing.  Need help to get this up and running again.  

1
Simon B
3 years ago
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