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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.

26687 Topics
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Maarten PoelsContributor I
asked in Components and Architectural
Diagnostics

I have send in diagnostics. When and how can I expect an answer?

2
Airgetlam
3 years ago
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Naveed.AhmadContributor I
posted in Components and Architectural
Asus ZenWiFi AX rotuer QoS feature doesn't work with Sonos

If you have one of those Asus routers which support Quality of Service (QoS) feature to prioritize different kind of traffic (Streaming, Work from Home, etc.), this may be helpful to you. When I enabled this feature I had lot of issues with connecting to various Sonos speakers, or playing music on them, or adding a new speaker to the system, etc. Once I disabled QoS feature in the router, everything worked seamlessly.I have ASUS ZenWiFi AX6600 (XT8) router.

34
F
3 years ago
lucasSWE
lucasSWEAvid Contributor I
posted in Components and Architectural
Speakers won't stay connected

Hi,I’m writing this for my father who have problems with his Sonos system. The problem have been present for a while, and we've tried several things. We have also contacted Sonos support and tried what they suggested - but the problem is still there.The system right nowBedroomA stereo pair of Play:1. Wirelessly connected.Living RoomSonos Beam (connected with ethernet to the router)Sonos Sub (wirelessly connected)Surround speakers - two Play:1 (also wireless).The issueThe problem is usually that speakers disappear from the app. As of right now, the speakers that disappear are the stereo pair in the bedroom. A restart of the speakers in the bedroom (unplugging them) makes them appear in the app again. The bedroom speakers did never disappear when he used a wireless setup.Other versions of the problemWireless setupWhen the system was using a Wireless setup (with the routers WiFi) the surround speakers usually was the ones that disappeared from the app. The bedroom speakers, the Beam or th

5
lucasSWE
3 years ago
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t.laffeyAvid Contributor I
asked in Controllers and Music services
Pocketcasts - Error, Unable to play, song not encoded properly or the connection was lost

Has anyone else seen this error? The encoded error as well as the lost connection error are persistent & I have tried changing network channels, I have tried rebooting the system and I have tried uninstalling the service and adding it again. The error codes persist despite these troubleshooting strategies. Anyone else having this issue or have any suggestions?

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T
3 years ago
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louie7497Contributor I
asked in Components and Architectural
Sonos Amp Repair

Does anyone know of a repair shop anywhere in the United States of America that will repair a Sonos amp? I think its pretty crappy that Sonos will refurb and trade out hardware under warranty, but after 12 measly months you are simply done. If I would have known that I probably wouldn’t have invested a small fortune in my system. But here we are...  Thanks community. And no thanks to you, Sonos. 

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A
3 years ago
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NikoceciContributor I
asked in Controllers and Music services
Problems playing iHeartRadio via the Sonos app

I have iHeartRadio installed as a music service in the Sonos app and it has worked perfectly until recently. If I search for an artist, that artist actually comes up on the list with iHeartRadio as an option but when I then click to select I get an error (see picture below). I do have a workaround as I can open the iHeartRadio app on my phone and then search for the artist and then connect to the room I want to listen to the music in. However, it is still annoying why I can’t do it directly from the Sonos app which used to work. Any input on why I get this error and how to fix it? 

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Airgetlam
3 years ago
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carloswebebopContributor I
asked in Components and Architectural
Sonos Play 5 making static noise while On or Off

I have purchased over 11 speakers so I’m a bit concerned that I can’t find a quick answer.   My Play 5 starting making a static news while on or off?   I disconnected...Moved to a different room...reconnected and it’s the same issue.   While off the static news is low...while playing the static news is more pronounced.   Can this be repaired?  

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Annazel S
3 years ago
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carloswebebopContributor I
asked in Components and Architectural
Sonos Play 5 Static News While On or Off

I have purchased over 11 speakers so I’m a bit concerned that I can’t find a quick answer.   My Play 5 starting making a static news while on or off?   I disconnected...Moved to a different room...reconnected and it’s the same issue.   While off the static news is low...while playing the static news is more pronounced.   Can this be repaired?  

1
AjTrek1
3 years ago
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muskokakenContributor I
posted in Controllers and Music services
SiriusXM Account not Found

Just a note for others, my SiriusXM account just stopped playing this week on SONOS, and per the advice here on the community and then from SONOS Support (Case #02556297), I tried removing and re-adding my account credentials as a music service.  Then tried changing my password and waiting 24hrs as instructed by support.  None of this worked; I still could not play SiriusXM over SONOS - just kept getting an “Account not Found” error.  It would play fine on any other device or app, just not SONOS.Today I tried also changing my SiriusXM Username along with the password, and it worked immediately, I could re-add the account on SONOS.  What seems to be the key here is changing the Username, not just the password, I assume that causes a refresh with the account credentials database.Very frustrating that SONOS support could not advise me of this apparently critical step when contacted.I still have no idea why my setup stopped playing SiriusXM after years of continuous use...but this seems to

1
Annazel S
3 years ago
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liobotContributor I
asked in Components and Architectural
Connection issues

My Connect device is connected with a wire to a router. I have a home network also connected wiredly to the same router. However when I am far from the Sonos device and not connected to the same router wireless, I can't control the device. Looks like I am not getting the connection to the device via the TP Link extender, whereas I am receiving the internet signal. looks like the Sonos device is not accepting the wired connection and always prioritizing it's wireless network... has anyone encountered a similar issue ? Lionel  

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3 years ago
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EmmaGContributor I
asked in Components and Architectural
Setting up a new system for a new product on the same WiFi

Hello wise people.We have an S1 system in the house which has a Bridge, Play:3 and Connect connected to the home wifi. I have the S1 controller app on my phone.I bought a Sonos One for my new home office but the S1 app can’t find it, even when I’m holding my phone next to it.So I downloaded S2 intending to set up a completely new system just for my home office (obviously on the same wifi). It keeps redirecting me to use the S1 controller or ‘set up a new system’ but then doesn’t give me this option.Could it be that my iPhone 6plus is too old to support the S2 controller? Or is there something else I’m missing?Thanks for any help.Emma

2
B
3 years ago
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Shrimper19Contributor I
posted in Components and Architectural
Amazon Playlist Issue

I received a Sonos 1 (gen 2) for Christmas and haven’t been able to get it to play my Amazon playlist since I got it.  If I ask it to play it via Alexa it will do so, but I keep getting “Requested operation failed.  Please try again” when I try and access it from the Sonos app on my Android phone.  It’ll play the playlists that Amazon has created using my music (My Music Review 2020 for instance).  It’ll also play albums and singers from my collection but it won’t play my playlist.I’ve removed and re-added Amazon Music from the app; I have uninstalled and reinstalled the app; I have moved the portable phone which was too close to the Sonos.  Nothing has worked.  All I want to be able to do is manage my playlists from the app and it is getting very frustrating that two things that are supposed to work seamlessly aren’t.

3
Rowena B.
3 years ago
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John_351Contributor I
posted in Components and Architectural
Move issue

My Move works great if it's already playing something when I take it off its dock. But once I stop the play, it won't be visible on the app again until it's back on the dock. Any ideas?

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Rowena B.
3 years ago
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Smgray01Contributor I
asked in Components and Architectural
Amazon music not playing

Alexa says it will play then doesnt on Sonia 1. Other non Sonos devices do play and say the music is already streaming on another devise I.e. Sonos 1. Before this the music played for a number of years don't know what hapoened

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Belly M
3 years ago
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Carol DContributor II
asked in Controllers and Music services
SiriusXM - unable to browse music message

This is the message I get today. Anyone else having problems? This happens at least once a month for some unknown reason with Sirius XM and Sonos. No one has ever given a reason as to why and it sure is annoying. 

1
Airgetlam
3 years ago
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ABrasuellContributor I
posted in Components and Architectural
Spotify Alarm Not Working

For the last month my Spotifiy alarm hasn't been working, and I've been waking up to that dreadful Sonos Chime. I have deleted and re-created the alarm numerous times, re-set my internet, re-set my Sonos, re-connected Spotify, and it still starts with the Sonos Chime. I know it is not an Internet connection issue, because once it goes off I immediately turn on the Spotify playlist while I'm half-awake. Any ideas on how to fix? I'm using the S1 app for a gen 1 Play:5

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S
3 years ago
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MikeSNHAvid Contributor I
posted in Controllers and Music services
Primephonic Playlist size

Hi, I have a Primephonic account, what is the maximum Primephonic playlist size, or number of tracks, that I can play via “Select a music scource”I am using the S1 appThanks in advance for help

4
Airgetlam
3 years ago
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billraffContributor III
posted in Components and Architectural
Port drops out for a few seconds when song changes

I have a Sonos Port that is connected to my Yamaha RX-A770. I have tried it wired and wireless but this issue remains. When one song ends and another begins (streaming from Spotify) the music stops for about 10 - 15 seconds on the Port. The rest of the speakers in the house continue playing. I’ve tried making everything wireless and tried using wired for the Port and speakers that are near an ethernet outlet. I ran a diagnostics this morning during the problem (38917787). Can someone review and provide suggestions?Thanks 

3
Rowena B.
3 years ago
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BlasiContributor I
asked in Components and Architectural
No Sonos connection in app

Why my sonos one gen 2 connect to wifi for 2 minutes and then lost for 10 days?

3
Corry P
3 years ago
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fulwoodbladeContributor I
asked in Components and Architectural
Sonos 2 is slow on a Windows 10 PC

HelloBeen using a SONOS PLAY:1 for a couple of years now on Sonos 1. The controller on the PC worked fine. Decided to update to Sonos 2 as I am going to be putting a new speaker in the kitchen. So: I released the speaker within the Software, uninstalled Sonos 1, installed Sonos 2 then reconnected the speaker. Everything worked like a dream………….until……..the  Sonos 2 software runs like a dog on the PC. Moving around has a lag - a really annoying lag after using Sonos 1.OK: The basics: - I work in IT so very familiar with all things IT and WiFI configuration. My house/office has a router SSID running and I have Ubiquiti Unifi running for  the business which has 1 WAP on it and it’s own SSID. PC is Windows 10 Pro with an SSD and Core i7 - so please don’t say it’s the computer - it simply isn’t. The only slow aspect is the freshly loaded Sonos 2.So…...does the slow Sonos 2 point to WiFI channels? Before I go playing around I’d hopefully like a few ideas as to why the software is lagging.Tha

1
J
3 years ago
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Cristi8aContributor I
asked in Advanced setups
Sonos Amp and amount of outdoor speakear if using in wall volume control

New outdoor setting. Looking to connect 3 sets of sonos outdoor speakers to a sonos amp. Can I do it with 3 in wall volume controls? I know the setting would be from the amp to the volume control and then the speakers. So I’m wondering will I lose the capability of 3 sets of speakers by adding the volume control?  Don’t mind playing the same thing but definitely need different volume levels. 

1
melvimbe
3 years ago
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Herman2323Contributor I
posted in Components and Architectural
My pair of sono one sometimes silent and sometimes out of sync

Diagnostic no 1820201175 my pair of speakers used to worka week earlier started short silence, resume, silence, resume, just like laggingand specifically when use the Netflix app on Apple TV 4K, sound suddenly goes out of sync, I can hear the actor spoke twice of a sentence. I need to reconnect the speakers to make it work again, but a while later it will go crazy again appreciate it to give my some hints to fix it

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H
3 years ago
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Charlie122Contributor II
asked in Home theater
Connecting Beam to Chromecast and older TV

I’ve recently moved into a new place which already has an older TV, which has HDMI but no ARC or optical output. The sound on the TV itself and the 3.5mm sound output don’t seem to work, although the picture works fine. In any case I’ve brought my Sonos Beam with me, which I’d like to use to get the sound from my Chromecast. If I get something like an hdmi audio extractor from Amazon to put between the Chromecast and the TV, with an optical cable to the beam (via the included converter), should that let me get the sound through the Beam without too much lag? I’m aware this isn’t a standard supported solution from Sonos and it may not give the very best audio quality but I’m not in a position to upgrade the TV and I just want to get a reasonable viewing experience.Thanks in advance!

1
Rowena B.
3 years ago
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WayneDyerContributor I
asked in Components and Architectural
Sonos Move drop out

Because the Sonos Move has to be set up in a wireless setup does this mean that it is susceptible to drop outs if the wifi connection is not strong? One of the reasons I like the Wired Option is that it resolved drop outs. However I find that the Sonos Move does drop out the further it is away from the router (which is quite often the case as the idea behind the Move is that it can be "moved" outside!).

1
Airgetlam
3 years ago
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EwoutWContributor I
asked in Components and Architectural
Alarm chime plays instead of radio station

In the morning often the sonos chime plays instead of the selected radio station. Confusingly, If I open the app I can just stop the chime and start playing the radio station. I’ve found previous questions where the suggested answer was changing the sonosnet channel, but that option is grayed out in my app. I’ve tried moving the speaker around in the room but no success. I also upgraded the home wifi, which fixed the problem for a couple months, but now it’s back since a couple weeks. Diagnostic report: 1282918493

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Xander P
3 years ago
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