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Ron Tate
Contributor I
June 11, 2017

New to Sonos

Okay, so I am a newbie. I bought this system - 2 Play 1's and a subwoofer for my main living room. My intention is/was to listen to new music and my own iTunes library in good fidelity. The immediate result is this - I can't play my iTunes library because of the error 1002 aggravation that seems to be bothering a lot of you out there and I can't get the Amazon streaming to finish playing one darn song. Yes, yes, I have read all the threads on correcting this. But I am not that sauve or knowledgeable enough to fix it myself. So here's what I'm going to do. I am having the guys come over from where I bought and I will pay them to get this working right. And if they can't, I will return this and find a system that will do what I want it to do. I'm retired and have enough money to get what I want.
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    21 replies

    John B
    June 11, 2017
    The chances of the people you bought it from being able to help are slim, I would guess. A much better (and free) way to find out what is wrong is to start by submitting a diagnostic report and posting the confirmation number back here.

    https://sonos.custhelp.com/app/answers/detail/a_id/142/~/submit-system-diagnostics

    I would bet a fair bit of money that it is a local network issue and not a fault with Sonos.
    Ron TateAuthor
    Contributor I
    June 11, 2017
    You are probably correct. But I did submit a diagnosis and have heard crickets. I'm old and this might be far above my patience to figure out.
    John B
    June 11, 2017
    OK your call. But did you notify Sonos in any way of the diagnostic confirmation number? And if it was over the weekend then you may have to wait a little longer even if you did. My only concern is that many companies selling Sonos are sadly lacking in knowledge about the system. Still, it isn't for me to tell you how to deal with your issues, and I wish you the best in getting them sorted.
      Ron TateAuthor
      Contributor I
      June 11, 2017
      I will take your advice. But really, in this day and age of internet connectivity, it should not be this difficult. And, apparently, many other Sonos owners are having the same issues. Thank you for your courteous replies.
      John B
      June 11, 2017
      This forum is like a hospital, so don't judge Sonos on the health of its occupants!! Please do try running another diagnostic and post the number on this thread. It wiil take only a moment and you have nothing to lose.
      Kumar
      June 12, 2017
      have enough money to get what I want.
      But you can't get a wireless system that is more reliable when set up properly and has better support for when it is not than what Sonos has. So I echo the suggestion to stick around or go back to legacy tech wired systems.
      Sonos needs a foundation of a good home WiFi network if it is to work properly; so does all wireless home audio at the present time. Posting the diagnostic number here will be a start to the end of your troubles; just make sure that the diagnostic is one from a time a problem has surfaced, within minutes of it surfacing.
      Ron TateAuthor
      Contributor I
      June 12, 2017
      I don't have a diagnostic yet. I will probably hire someone to set this up. This house is very nicely set up for wi-fi. But I am a little tech challenged.
      Kumar
      June 12, 2017
      Never too late to learn; if I could, anyone can. Go to the advanced settings under settings on the handheld controller and hit submit diagnostic with the system running with a problem. Quote the received diagnostic number here. On a desktop controller, use the help menu.

      Hiring someone is almost certainly not the answer because of the difficulty you may face in getting the right physical resource at the right time. From 2011 till now, I have had the occasional annual glitch that I have been able to solve with help online. Less than what I had to do with my old HiFi systems, but I am listening to a lot more music now than before at any time.
      Ron TateAuthor
      Contributor I
      June 12, 2017
      Thank you. I will do that.
      Kumar
      June 12, 2017
      In the mean time, try this:
      Turn off mains power to all equipment including the router and modem, and restart in the following order:
      1. Modem
      2. Router
      3. All equipment that is connected to the router by a cable
      4. All wireless equipment, including Sonos kit.
      At each step wait till reboot is over before moving to the equipment in the next step.
      Post here if you do this and if this addresses the problem, for next steps.
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