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Playbar works but unable to control volume or see it in Sonos app

  • January 2, 2025
  • 2 replies
  • 362 views
kzack

I got a new Samsung smart TV yesterday and have connected the Playbar to the optical port in the TV.  I changed the audio settings so it says “Receiver (Optical)” on the TV instead of the internal TV speaker.  The Playbar works but I can’t control the volume with my Tivo remote or the Samsung remote.  Further, I opened the Sonos app to control the volume from there and all of my Sonos components are missing (I have 2 Sonos Ones and a Sub).  I was able to re-add the Sonos Ones and the Sub, but the app can’t find the Playbar.  I’ve pressed the mute/+Volume till the amber light flashes, but the app still doesn’t see it.  I’ve unplugged the power from the Playbar and replugged, no joy.  Unplugged the optical cable from the Playbar and replugged, no joy.  

Interestingly, while the audio is working from the Playbar, it is NOT working from the Ones or the Sub, even though I reconnected them to my wifi network.

I’m at a loss about how else to troubleshoot.  Suggestions please?

Best answer by Sotiris C.

Hello ​@kzack, welcome to the Sonos Community!

I am sorry to hear you are experiencing issues with your Sonos Home Theater system. I can see from our end that your Sonos Playbar does not have a Cloud Connection, which makes sense since you are not able to see it in your Sonos App.

I’ve pressed the mute/+Volume till the amber light flashes, but the app still doesn’t see it.

It is not clear if you’ve completed the Factory Reset process or not. What’s the current LED light status?

Is it possible to temporarily wire the Sonos Playbar to your router? It appears that it’s missing your Wi-Fi information. Have a look on our Support Article Connect Sonos to a new router or WiFi network and more specifically:

Unsupported products

Currently, the Sonos app can update WiFi settings on Sonos products that are capable of using Bluetooth Low Energy (BLE). Some Sonos products don’t have BLE capabilities, so the Sonos app will not be able to discover them in order to update their WiFi network information. Your Sonos Playbar is under this category.

Once your supported products are updated, factory reset any products that could not be discovered, then add them back to your Sonos system.

If you manage to get your Sonos Playbar back online, then you should complete a Remote Control Setup, in order to be able to control the volume with one of your remote controllers.

If you are having trouble at any step, please reach out to our Support Team for some live troubleshooting. They have tools at their disposal to provide you with information and advice, specific to your system and what it reports.

I hope this helps.

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2 replies

Sotiris C.
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  • Sotiris C.
  • Sonos Staff
  • Answer
  • January 3, 2025

Hello ​@kzack, welcome to the Sonos Community!

I am sorry to hear you are experiencing issues with your Sonos Home Theater system. I can see from our end that your Sonos Playbar does not have a Cloud Connection, which makes sense since you are not able to see it in your Sonos App.

I’ve pressed the mute/+Volume till the amber light flashes, but the app still doesn’t see it.

It is not clear if you’ve completed the Factory Reset process or not. What’s the current LED light status?

Is it possible to temporarily wire the Sonos Playbar to your router? It appears that it’s missing your Wi-Fi information. Have a look on our Support Article Connect Sonos to a new router or WiFi network and more specifically:

Unsupported products

Currently, the Sonos app can update WiFi settings on Sonos products that are capable of using Bluetooth Low Energy (BLE). Some Sonos products don’t have BLE capabilities, so the Sonos app will not be able to discover them in order to update their WiFi network information. Your Sonos Playbar is under this category.

Once your supported products are updated, factory reset any products that could not be discovered, then add them back to your Sonos system.

If you manage to get your Sonos Playbar back online, then you should complete a Remote Control Setup, in order to be able to control the volume with one of your remote controllers.

If you are having trouble at any step, please reach out to our Support Team for some live troubleshooting. They have tools at their disposal to provide you with information and advice, specific to your system and what it reports.

I hope this helps.

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    kzack
    • kzack
    • Author
    • January 4, 2025

    Thanks very much for your reply.  I plugged in an ethernet cable from the Playbar to the router and now all of my Sonos components appear in the Sonos app.  I had to re-pair the Tivo remote in order to get the volume and mute buttons to respond, but now everything is working again.

    I’m not sure why the wifi connection suddenly stopped working but since ethernet is working I’ll just leave it plugged in.

    Everything once again sounds awesome!

    Thanks again for your help.

    Karen

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