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.

26416 Topics
B
Biginthe50sContributor I
asked in Components and Architectural
Audible - song not encoded correctly

Hi, when I try and listen to an audiobook using audible, I got a ‘… song not encoded correctly’ error. This was working until quite recently. any idea on how to resolve?

6
D
3 years ago
C
CrazyeasybartenderContributor I
asked in Speakers
Tidal connection issues on Sonos Five

I recently purchased a Sonos Five. I first had it hardwired with an Ethernet Cable to my router and I was able to use Tidal Connect like Spotify connect. I recently moved the speaker and it is now connected to 5GHZ wifi instead of being hardwired and now the Sonos speaker will not show up as an option on Tidal Connect. Spotify connect still works though. Any help?

6
ratty
3 years ago
P
PhillyAlContributor I
asked in Home theater
New Sonos Beam & (2) Ones customer

I ordered a Beam and 2 Ones for a home theater setup mainly for music streaming, along with watching some movies in surround.  The Beam got lost in the mail so I received the 2 One’s first.  Easy to setup.  I set them up as stereo speakers and they sounded great.  Finally, a few days later, my Beam arrived.  I found to add the speaker, I had to break the stereo setup (in Sonos app) and then I could add them to the Beam as surround speakers.Here’s the issue.  I don’t think it sounds as good.  With just the two One’s the sound seemed to be coming from everywhere and was crystal clear.  Now they are configured as rears, seems that most of the sound comes from the Beam and the One’s are really low.  The sound seems to mainly be coming from the Beam and not traveling the room anymore.  Am I doing something wrong?  Do the One’s just have better fidelity?  Thanks for your help.

2
P
3 years ago
T
trentsteel69Contributor I
asked in Components and Architectural
TV sound cutting out on Playbar

Every now and again the sound cuts out on my living room setup. It’s the Playbar that’s cutting out. Its only for a second but it’s happening every 30/40 seconds which is getting annoying! Any help? 

3
T
3 years ago
R
Russell1994Contributor I
asked in Components and Architectural
Clicked upgrade on my Connect:AMP icon

In my account I have mistakenly clicked on my Connect Gen 2 Amp for upgrade which I clearly do not want to do! How do I cancel the upgrade before i lose my amp clicked about 4 days ago regards Russ

5
Airgetlam
3 years ago
J
jcnovoaContributor I
asked in Home theater
Airplay and Apple TV remote not working after installing Beam

Hi,I just bought a Beam and connected it to a Sony Bravia TV using the optical adapter. I also have a 4th Gen Apple TV connected.Since connecting the Beam I’m having two problems:I’m unable to airplay video from iOS devices onto the TV. I just get an error message whenever I try. (Less critical, but still annoying) The pause/play button is on the Apple TV remote does not work when watching video (from the Apple TV).Any thoughts on what may be causing this problem and how to fix it?Thanks!

3
Mark P
3 years ago
R
rkanarekContributor I
asked in Controllers and Music services
Can't get iTunes playlists to appear in Sonos Music Library

Greetings,I’m not having any luck getting my iTunes playlists to show up under Imported Playlists in the “Music Library” source. Here are my specs:Computer is running Windows 10 iTunes v12.11.0.26 Using the Sonos 2 app (had the same results on the Sonos 1 app, then tried updating to Sonos 2 to see if that would make any difference) Sonos system is freshly updated as well v12.2.2, build 61183220 What I’ve done so far:I don’t have my music in the “My Music” folder, but I have successfully pointed Sonos at the parent folder with that does have the albums and such in it, and can play those no problem I tried exporting a few playlists as XML into the parent folder that has the artists / albums as subfolders also created a “playlists” folder inside the parent folder and copied the same XML files into there I also tried exporting the entire iTunes library as an XML file into the parent folderAfter each export of XMLs I’ve updated / re-indexed the music library, and I can still play the musi

11
R
3 years ago
A
AC04Contributor I
asked in Components and Architectural
ERROR MESSAGE "UNABLE TO BROWSE MUSIC" FOR ONE SPECIFIC AMAZON PLAYLIST

I think I have a pretty unique issue.  I am getting the error "Unable to browse music" when trying to play a playlist I created with mostly music I own in Amazon Music.  What's even stranger is the playlist plays fine directly from the  Amazon Music app.  I only have the issue when I try to play it via Sonos. I signed out of Amazon.  I refreshed my library.  I removed Amazon and readers the service and nothing works.  I really hate to rebuild this playlist.  All my other playlists work fine.  I submitted diagnostics  too, # 690578130 Appreciate any insight and help.  Thanks!

8
D
3 years ago
D
Dogg11Trending Lyricist I
posted in Components and Architectural
Can't connect to Sonos

I’ve tried everything to connect. No success. Had system for years, never an issue.

6
controlav
3 years ago
S
Sharpeee193Contributor I
asked in Advanced setups
PS5 + Panasonic HX800 TV + Sonos Beam gives noticeable Audio delay?

My PS5 is connected via HDMI to my Panasonic HX800 TV which is then connected to the Beam via ARC. Have set both the PS5 and the TV to PCM but I am still getting noticeable Audio delay when gaming / watching movies via the PS5. I feel like I have tried everything (removed all TV processing, running in Game Mode) but I can’t fix it. Can anyone help?

2
S
3 years ago
D
drummershaneContributor I
asked in Speakers
Sonos not connecting to Google mesh WiFi

I’m sorry guys I’m new to Sonos and I have no networking experience.  I have a Google Wifi mesh network. but since it automatically assigns 2.4 or 5 GHz (i.e you can’t force the sonos devices to choose one or theother) I find that certain components either don’t connect at all or have a long delay before working.  For example, if I play music through “everywhere”, one of my SLs or my sub for example won’t play the music either at all or takes several minutes to get going.  I don’t know how to remedy this problem - I called support and they told me that I had to keep all Sonos devices on either 2.4 or 5, but as I’ve been told by Google their Wifi doesn’t allow being forced to one frequency over another.  I have 3 Ones, 1 Sub, and 1 Five.  The sub is connected to 1 of the Ones.   Please advise - any advice would be much appreciated!  

5
D
3 years ago
L
Le_CeeTrending Lyricist I
asked in Home theater
Problem with TruePlay. What to do?

Hi,After installing my two Sonos One SL coupled with my Sonos Arc, I realize a small problem.Indeed, before using TruePlay, the 2 One SL have the same volume. Only, after using TruePlay, the Sonos One SL on the left sounds much louder than the other. I tried to turn TruePlay off and on again and the difference is striking. I also tried to reuse TruePlay several times by doing different gestures. But nothing helps.I suspect the sloped ceiling of distorted TruePlay. But what to do ? Plus, TruePlay is a big improvement on Sonos Arc, so I can't do without this one.As for my setup. The Sonos Arc sits 8.85ft from the sofa at a height of 1.6ft. As for the two One SLs, they are 5.5ft apart and 4.60ft from the ground. I have put pictures for you to make it more meaningful:https://i.postimg.cc/wgKZGG2Q/20201221-173920.jpghttps://zupimages.net/viewer.php?id=20/53/vb45.jpghttps://zupimages.net/viewer.php?id=20/53/vb45.jpgThank you !

8
L
3 years ago
K
kukulkanContributor I
asked in Home theater
Unable to set alarm on Sonos - time is not set

Hi!I want to set up an alarm, but the application says that my time is not set. But there is no such function in the settings. How to solve this? Or how to make the alarm work.Thank you

2
controlav
3 years ago
W
WijaysContributor I
asked in Components and Architectural
Random bing bong sound

Hi, This morning my Sonos One speaker has started randomly making a “bing bong” sound for no reason.  I made a diagnostic right after the last one as I read in a support thread that it might help: 862562709 I don’t recognise the sound at all, but I have only had my Sonos for a week now!

7
W
3 years ago
Y
yanndvContributor I
asked in Controllers and Music services
Lost all my playlist

Hi, l have been a Sonos user since 2005 and lost all my playlists yesterday… My family is devastated so I hope someone can help me restore them. I was changing a router and factory reset all my Sonos one units and this seems to have erased all my history. I thought my settings were tied to my user account in the cloud...I do own some old ZP100 that I was still using 6 months ago, co-existing with some Sonos One units in my old network before I moved house. Is there a way I can use those to recover my playlists? I would be very grateful if someone has a solution.Thanks a lot! 

25
Y
3 years ago
L
Leht001Contributor I
asked in Home theater
Sonos Arc dropping ARC connection

Hi all. Probably not the first and not the last one asking, but as I haven’t able to find solution there is no harm to do it again, right? 🙂So I’m stuck with constant issue of Sonos Arc + Phillips 65OLED754/12 not being able to stay connected over arc and enabling tv’s internal speakers whenever they please or so. Both tv and sonos are running their latest sw. At first thought that there is something to do with switching sources (also using Amazon fire-stick and UHD IP set-top box ARRIS VIP5305) and not able to pass audio to correct channel after that, but have noticed that when I switch tv off and on in the next morning from the same source, then sometimes it will pass the sound correctly to the arc and sometimes it will just play audio from TVs speakers. So no logic behind that...Only thing that will reconnect the whole thing is to plug everything off from outlets and reconnect it back in 30s or minute later.. Any ideas ?..(Cables are okay - checked and just got upgraded to sonos ar

5
L
3 years ago
P
Perra pContributor I
posted in Components and Architectural
Amp disappears in Sonos app

Sporadic dropout of AMP from my tiny network of 2 sonos devices. No changes in location or any other disturbances. I see in my router that the amp suddenly sometimes switches to the other of my 2.4g/5g network but not sure that matches with the dropouts timing wise.have rebooted, reset, disabled/enabled wifi etc. Not sur what to do anymore, the sonos one works flawlessly all the time. Anyone has any ideas?

3
UKMedia
3 years ago
P
pscheffContributor I
asked in Advanced setups
ISO CenturyLink certified modem with functional USB port for SMB sharing

I’m looking for a CenturyLink certified modem with functional USB port so I can run my library from a USB flash drive. The USB port has been disabled on all the CenturyLink modems that I can find accurate info on (some literature says it’s functional when in fact it is not). Has anyone else run into this issue?

6
Airgetlam
3 years ago
J
Jack0608Contributor I
asked in Home theater
Connecting Playbar to older TV

I have a 2013 Magnavox television (Model 46ME313V/F7) and would like to connect a Sonos Playbar to it.  We moved into a new home w/ 2 of these Playbars months ago and have only used them for streaming music so far.  On the side of the tv are ports for HDMI, USB, and headphones, and this is a photo of the back of the tv.  I assume that I would need to somehow connect the Playbar to the Digital Audio Output.  Can someone tell me how to work this out?  What cables/ adapters I will need?  Thanks!  

3
Airgetlam
3 years ago
J
JohnecContributor I
asked in Home theater
SONOS One SL surrounds not playing after joining new network

When I moved my SONOS Arc and Sub Gen 3 to a new router and connected them using Ethernet the two One SLs I had set up as surrounds over WiFi are found by my system in the set up but no sound comes from the speakers. I rebooted the One SLs and they reappear in the system but still no sound comes from the speakers. If I try using the Trueplay Tuning function it tells me I am missing speakers. If I change both the ARC and Sub to WiFi connectivity the system works as expected and I can tune the system using the Trueplay tuning feature. 

2
J
3 years ago
A
australianaContributor I
asked in Components and Architectural
Move volume controls not working

I can't change the volume using either my mobile device or the touch controls. If I hold my finger on the down volume button it goes down for a second but then surges up again.Any advice appreciated.

2
A
3 years ago
B
bobo1Contributor II
asked in Components and Architectural
Problems adding S2 while keeping S1

I have half a dozen S1-only Sonos devices. I just bought 2 Fives. I understand those are S2 only and I’m prepared to have a split system running both S1 and S2.I ran into a problem trying to follow Sonos’ directions for adding S2 devices to an S1 system.  They say to first remove S1 devices through the System Tools section of the S1 app.  My problem is, there is no “remove device” button offered to me in that section. I’ve read past threads where some other users had this issue but it fixed itself when they updated their system.  But my Sonos is already up to date, plus I’ve tried rebooting my router, etc.  “Remove device” is not being offered to me.I’m wondering whether I would create problems if I went the other direction, and set up my S2 Fives as though I was setting up an entirely new Sonos system for the first time, and leave my Sonos 1 system as is.  Could that work?Any advice you can offer would be much appreciated!

1
ratty
3 years ago
T
Turpentine
asked in Controllers and Music services
Sonos unable to play, unable to connect to music library

Isn’t it about time Sonos sorted this error out?No updates, no altering files, no upgrade, no changes whatsoever.Can connect yesterday, and the day before and since the last update no problem, now today, as usual with its periodic glitches it can’t find the music files - no one moved them, or changed them so why can’t it suddenly find them on a computer dedicated to playing Sonos?

9
D
3 years ago
A
aksledneckContributor I
posted in Components and Architectural
Issues

I just bought a Sonos 2 Pack at Costco and Not pleased at all. Im ready to return it. I discovered that both power cords do not make good contact with either speakers, and moving them they lose power. I have to position them correctly on a counter for them to get power . Also, it was kind of strange that the power cord does NOT go in deep enough for the cord to go through the ‘Channel’ at the bottom of either speaker. And, it won’t sit flat because the power cord does not go in far enough for the feet of the speaker on all four corners to sit flat. Trying to set up the first speaker, and having issues, I tried the power cord from the second speaker with the same result. Im really disappointed. I shouldn’t have to move it around trying to make contact with the power cord to get it to work.

4
V
3 years ago
A
AndrewnoobAvid Contributor I
asked in Components and Architectural
Sonos Play 5 Gen 2 disconnected and will not reconnect

I’ve got two play 5s in stereo and they have been working flawlessly for a month.   Now the right speaker disconnected and I cannot get it to reconnect whatever I do.   I’ve tried factory resetting, connecting to the router, everything.   The app gets as far as seeing there is a new speaker, when I press the button on the back, I hear the chime but then it says ‘error not connected’.   Every time.   Diagnostic 1423631518

15
Rowena B.
3 years ago
Terms & ConditionsCookie settings