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advanm
Contributor I
January 15, 2024
Answered

Sub Mini not registering

My Sub Mini suddenly stopped working. 
 

it is connected to my network but it says that it is not registered  

 When I try to rectify this it says that

 

”

Incompatible

Software Versions

The version of the app you're using isn't compatible with your Sonos system, so some settings have been disabled.

 

my iOS app is fully up to date and when I check for device updates it says that there are no issues. 
 

any suggestions?

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    advanmAnswer
    Contributor I
    January 23, 2024

    Hi All,

     

    I contacted Sonos support and we figured out the issue. 
     

    Basically the PIN and serial number labelled on my Sub Mini does not match what the software believes it to be, hence it won’t accept it when registering it. 
     

    Sonos will be sending me a replacement.  
     

    The strange thing is that it

    had been working perfectly for months so I wonder what had caused the issue?

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    15 replies

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    Ken_Griffiths
    Ken_Griffiths
    January 20, 2024

    I have this exact issue with the Sub I bought yesterday. Called Sonos and they are going to escalate to teach support next week. Very frustrating.

    To teach them what🤔? Maybe it will help some others here with their issue.

    flhtcui
    Lyricist I
    January 23, 2024

    I received the following suggested process from TECH support and it resolved my issue.

    First, factory reset the Sub and move it next to your router for a better signal.

    Second, reset the Sonos App and connect to the existing system again.

    Third, follow the prompts to add the Sub back to the system. This time it should be able to complete the registration process.

      advanmAuthorAnswer
      Contributor I
      January 23, 2024

      Hi All,

       

      I contacted Sonos support and we figured out the issue. 
       

      Basically the PIN and serial number labelled on my Sub Mini does not match what the software believes it to be, hence it won’t accept it when registering it. 
       

      Sonos will be sending me a replacement.  
       

      The strange thing is that it

      had been working perfectly for months so I wonder what had caused the issue?

        Andymih
        Lyricist I
        February 29, 2024

        Hey, this just happened to me recently and indid manage to fix it . Without knowing my phone was connected to a 5ghz network and not the one that used by sonos beam a 2.4 one. I connected to the 2.4 → factory reset sub mini → sub dissapears from system → initiate again the setup by adding a new product . This time it went straight without any issues. Hope it helps .

        prokizzle
        Lyricist I
        March 4, 2024

        Sonos speakers actually store the exact MAC address of the original WiFi access point they’re connected to, and expect all new products to be registered on the same one. In my instance, I had added a new access point after setting up my initial Sonos devices. So when I purchased a Sub, I got that error. 
         

        I fixed the problem similar to another answer here by disconnecting all but one WiFi access point and connecting all speakers to the network, and then I was able to register the sub and connect it to my Sonos Arc soundbar (after a factory reset of the sub to clear out network settings).
         

        Even though your access points may have the same WiFi SSID, Sonos sees each one as a different network. 

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