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.

26686 Topics
G
GJBristolContributor II
asked in Controllers and Music services
USB music library on Asus wireless router.

I've got an ASUS RT-AC68U wireless router and am really struggling connecting to a music library on a USB.On my old router, I just plugged the USB in the back and entered the appropriate path when defining the music library location in Sonos and it all worked fine.With the new router, I can't figure out how to connect Sonos to the USB stick plugged into the back. The router's USB config utility gives me an option to setup a UPnP media server, which I've done (because I've read that Sonos is UPnP-compliant), but I don't know if that's the right thing to do. I still have no idea what the path is to the USB stick, or how to access it. I've downloaded and read the relevant section of the router manual, but I'm still stuck. The ASUS range of wireless routers is pretty common, so I'm hoping someone can help me sort out what should be a really simple problem.

2
G
3 years ago
D
DjmenuckContributor I
posted in Components and Architectural
Sonos One won't power on.

I bought sonos one speakers two years ago and now one of them won’t turn on. No power, not showing up on app, nothing. Any thoughts?

3
Paul A
3 years ago
S
ShaggysContributor II
asked in Components and Architectural
Network Matrix question

HiCan someone explain to me how a cabled sonos is not green in the matrix? I struggle to understand that.I got 2 products cabled:Spa O Utekök Tv RoomI am running Sonosnet but getting dropouts and that’s why I am looking at the matrix, but if the Spa O Utekök is on a cable, shouldn’t it be Green? Same goes for the Tv Room!!!The one called Uteroom is 1 yard away from the cabled product so that should be green aswell? RegardsLasse 

3
J
3 years ago
R
ricardsampereContributor I
asked in Controllers and Music services
Unable to play- connection to Tidal was lost”.

I have a Sonos Beam. But for some days, after a few minutes of Tidal - Sonos connection without problems, the music stops playing and shows the error, “unable to play- connection to Tidal was lost”.My submit support diagnostics, have a confirmation number: 947434063

5
Simon B
3 years ago
T
TinaBContributor I
asked in Components and Architectural
unable to connect Sonos

I’ve tried to reconnect to Sonos using the ethernet cable on one speaker and it comes back for a few minutes then goes again…. how can i fix this???

1
Rowena B.
3 years ago
R
RobCJohnsonAvid Contributor I
posted in Components and Architectural
Amp does not drive subwoofer

Hii have just replaced my connect amp for the new amp but it does not seem to be able to drive my Tannoy subwoofer? Any ideas?

6
Rowena B.
3 years ago
M
Malcolm_7Contributor I
posted in Components and Architectural
Unable to set/remove/change alarms

I cannot add, change or delete any of my alarms. Can anyone help? I'm on S1

11
L
3 years ago
M
monoiantmTrending Lyricist I
asked in Components and Architectural
Sonos either won’t connect to airplay, or if it does it drops and/or has no sound at all

I recently had a chat with a rep who told me these are the best settings for your Sonos. I hope that it makes things better for you: a. Auto channel must be set to Offb. Choose best non-overlapping channel (1,6,11)c. Set channel bandwidth to 20MHzd. Both 2.4GHz and 5GHz should be enablede. UPnP should be enabledf. 802.11 band should be set to b/g/ng. Airtime Fairness should be disabled Unfortunately, despite these settings, I can never get my Sonos to reliably stay on the network. The rep told me that my Sonos was showing some signs of inconsistent WiFi signal. But even when it does connect, I get no sound through AirPlay. I get that this might be an airplay problem and not a WiFi or Sonos problem. This is just not the expectation when spending this kind of $$$. I expect it to work. Or I expect it to be an issue where it feels like an active solution is being sought. I gather from forums that Sonos doesn’t really seem to care.  I find it personally difficult to ever recommend one of th

9
Rowena B.
3 years ago
E
ElvisJonesContributor I
asked in Speakers
Play:3 Upgraded to S2 and it's all broken :-(

I was using the S1 app up until two days ago. I have upgraded to S2 app and initially it worked after a few teething problems connecting. As of this evening I cannot connect at all. The Play:3 will not connect to the router nor can I see the elusive ‘Sonos has created a wifi network for you to connect to’. I have literally tried everything and have resorted to completely resetting the Play:3 as if I were selling it nd still it will not connect.    I can see all the devices connected using the router portal and have reset the portal also.    I’m kicking myself for upgrading TBH. I wish I’d have just stayed on the S1 as this worked without issue. I’m about half a bottle of wine away from listing it on eBay and buying another Alexa Studio!    I’ve followed every guide on the Sonos site, every google result and every router help forum. I’m done. BTW, I am tech savvy and work in the network industry.    Can anyone help?

4
Airgetlam
3 years ago
PinoS
PinoSContributor II
posted in Speakers
Play 3 was part of surround, its now saying unused and wont configure

Also says it can’t connect to WiFi but checked sonos is running on the correct wifi

3
Rowena B.
3 years ago
M
mccannaContributor I
posted in Components and Architectural
Lost Apple Music after upgrade

you put out an upgrade and I have now lost my apple music. I have tried to reconfigure and gone down so many wormholes and wasted so much time I am about to bin the Sonos experience. I have just removed both Sonos 1 and sonos 2 apps to and I will re load them on my Iphone. It tells me my bridge needs rebooting - which I have done. It asks me to remove Sonos 1 applications which it wont allow me to do……...its never ending.

10
Airgetlam
3 years ago
L
Logan123Contributor I
asked in Controllers and Music services
Youtube Music not working properly

Have been using Google music for 2 years with no issue, but now I have switched over to Youtube Music and have authenticated my account. It’s *****. Inside the Sonos app, when I go to Youtube, there is nothing in the app. It says “no selection available”. There are no charts, lists, the ability to search… nothing. At one time it said ‘Playlists’, but that was the only option. Any idea how to fix this?   Moderator Note: Modified in accordance with the community guidelines.

3
controlav
3 years ago
M
MushyMiddleContributor II
posted in Advanced setups
Yet another Sonos/VLAN setup

Having read through a number of different setups for getting Sonos working on a separate VLAN, I thought I’d post my setup.  I find that a lot of these setups are very specific to the hardware involved, so the more examples, the better.I have two Sonos networks in two different locations, connected at all times via site-to-site VPN.  My problem was that when I moved from location A to location B, my Sonos controllers (phone and laptop) would tend to stick to the last working location, and not roam to the “home” location.The only simple workaround I found was to temporarily disable the VPN connection, and restart the controller so it would find the local Sonos network and “forget” the remote Sonos network.Frankly, Sonos should give you control over which network you’re looking at - as Ring and Nest do (which I also have in both locations).  Absent that, though...In basic terms, my setup includes Ubiquii Unifi switches and APs in both locations (highly recommended, but not necessary to t

1
controlav
3 years ago
J
Jppn20Contributor I
asked in Controllers and Music services
Spotify not an option in music services sonos 2

I was forced to update to Sonos 2. Now Spotify will not connect to my speaker. Also can’t see spotify as an option on music services on the Sonos 2 app. Spotify just saying connecting but never does. Got latest updates to app no help. Any one got any ideas? Speaker is basically useless to me if I can’t get it to work. 

2
J
3 years ago
M
mccannaContributor I
posted in Components and Architectural
Stuck in the S2 upgrade

stuck in a never ending circle - had upgrade to S2 platform but lost Apple music. Tried to remove S1 but still being told Bridge incompatible, all resolution keeps just taking me to your website to buy new hardware! (funny that). Only I dont want to spend more money with you because of this very reason. How do I restore it back to normal - the old saying is if it aint broke dont try and fix it!

3
M
3 years ago
M
MasterTrollAvid Contributor I
posted in Home theater
SYMFONISK surround speakers cutting out

I bought two bookshelf speakers to enhance the ARC and they cut out all the time. How is this good? Why is there no direct way to hook them up to avoid this????????

2
Airgetlam
3 years ago
statgeek
statgeekContributor II
posted in Components and Architectural
System updates and room name changes

Why does the app change my room names every time it updates?

2
Airgetlam
3 years ago
R
RaigoeContributor I
asked in Components and Architectural
All speaker showing on one app and not another.

I was using the app tonight (iPhone) and a pop up flashed and I clicked okay. Now, I can only see four of our nine speakers on my app. When my husband opens his app (iPhone) his is showing all nine speakers. What gives?   I’ve reinstalled the app. Reset the app but nothing is working. 

3
Simon B
3 years ago
D
drew571Contributor I
asked in Components and Architectural
disabling WiFi kills my RCA outputs on Connect

So this one is a doozy.  I have a Sonos connect that I’m trying to get working and I’ve had nothing but problems.  I’m on a Unifi network with a USG and managed 48 port switch.  Every time I’ve tried to get the sonos connect working with wifi it creates a network storm and the audio just staggers until it’s completely unusable.  I have STP enabled at the recommended value and no change.  I was told to try to disable wifi and see what happens then.  The only way I could actually get the wifi to disable and STAY disabled for longer than a few seconds was to put the connect on an entirely different network, otherwise i would get an error message that said something about the ethernet not being connected.  Once i disable the wireless I can then put the connect back on my Unifi network and the network storms are gone and it works reliable, EXCEPT for the fact that now my RCA outputs don’t work.  Well, they work but the signal is down near -80dbfs.  Totally unusable.  The digital toslink wor

2
D
3 years ago
M
MLArnallContributor I
asked in Components and Architectural
Sonos Move Not Showing in App.

HiMy Sonos Move is regularly not visible on my System i.e. it’s not an option on the S2 App. I also have a Sonos Boost installed.The move is an expensive piece of kit and this should not be happening. Please advise, diagnostic number 1564751572 has been submitted.RegardsMatt

17
Paul A
3 years ago
M
Mister KnightsContributor I
asked in Controllers and Music services
Spotify dropping out, undiscoverable and offline.

970426344 Hi All,  Have a Beam with play 1’s as surround, 2 further P1’s in the kitchen and dining room and a play 5 G2. Beam is connected via Ethernet to a TP Link Archer router (over power line adapter) and a virgin Superhub 3 in modem mode.  constantly having issues with Spotify pausing and starting again after what seems like buffering. Submitted diagnostics, any issues with Virgin been reported? Wifes about to go mad 

10
Simon B
3 years ago
S
Simonkenny76Contributor I
asked in Home theater
Sonos Arc no longer connects to TV

Help please! Our Sonos Arc continuously cuts off from our TV and now it wont reconnect at all. We tried the advice of powering off the devices, disconnecting the other HDMI cables, powering up the devices and reconnecting the arc only.Nothing changed, so we swapped out the HDMI to arc for a brand new one, followed the same procedure and still nothing.The Arc works fine for music, but no joy connecting to the TV. I’m starting to assume there’s a fault that’s not been diagnosed. Does anyone have any ideas of what it could be or how to repair? Thanks

1
Rowena B.
3 years ago
W
whostorm05Contributor I
asked in Components and Architectural
New router - massive headache

Hi Everyone, My sonos system consists of two rooms - 2 play 3’s in one room and a playbar and sub in another room. Everything was working fine until I moved to a mesh setup - Asus RT-AX92U (two of them). I've disabled “airtime fairness” and I’m not using smart connect.  I have three different SSIDs and I am trying to use the 2.4 GHz one.I’ve factory reset all speakers and reset my Sonos App on my android. When I try to register one of the speakers it always fails as if it can’t connect to Sonos.   I noticed when logging into sonos.com and looking at “System”, I still see my old system.  Is that causing issues? Any other known issues with these routers?8.5.2

4
W
3 years ago
W
wolfenContributor I
posted in Controllers and Music services
Live Streamed Radio Jumps

Hi,We have a Sonos Port in our living room, a Sonos One in our kitchen and an IKEA Symfonisk in our kid’s bedroom (all up to date). We usually listen to the live streamed radio station Sveriges Radio in the mornings. The stream keeps jumping, I think it’s back in time. More than an hour is my guess. This always happens out of the blue. Some mornings it doesn’t happen, some mornings it can happen so many times you just want to go buy and old school FM radio and retire the Sonos speakers (not really, but you get the frustration 😉).When this happens I’ve never found an issue with Sveriges Radio at status.sonos.com, it seems like it’s a bug somewhere. I don’t know if it’s on the Sonos side of things or at Sveriges Radio’s side, but it’s pretty annoying and I don’t seem to be alone.I searched the community before writing this, and found at least one person with the exact same issue. It’s in Swedish: https://en.community.sonos.com/old-sonos-svenska-forum-229125/naer-ska-sveriges-radio-boerj

3
Rowena B.
3 years ago
P
parzick23Contributor I
asked in Advanced setups
Play 1 Paired Speakers Out of Sync

For the last week, my Play:1 speakers have been falling out of sync. I only have two set up as a stereo pair and have tried multiple times to unpair and then re-pair them. When I go through this process, things work the way they are supposed to. After some time, though, they fall out of sync again. I submitted a diagnostic (1752032275). Any thoughts on what could be going on? I have had this pair for over 3 years and have had this issue occur a handful of times ... only to be fixed by unpairing and pairing again. In the past, it has only taken one time to go through this process and then everything works. Now it is continuously breaking down. Thank you! 

3
Simon B
3 years ago
Terms & ConditionsCookie settings