Answered

I want to "Set up a new Sonos system" but I am not given the option.

  • 26 October 2018
  • 39 replies
  • 5016 views

My first option is "Connect to existing system" which I do not have. Second option is "Learn how to set up a new system." When I click on that it just brings to this site which tells me to select "Set up a new Sonos system". I am not given the option.
icon

Best answer by MikeV 26 October 2018, 13:14

If you're trying to set up your Sonos system using the Windows or Mac controller software, you'll unfortunately need to use an iOS or Android device with the Sonos app from the App Store or Google Play. A recent update to the Sonos desktop controller no longer allows using it to set up a new Sonos system or manage many settings of the system.

Please reply if this is the case... we need to show Sonos that people do use the desktop controller to set up a new system, and it's affecting their ability to use and enjoy the Sonos gear they spend good money on.
View original

This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.

39 replies

I am really disappointed !

COULD PLEASE EXPLAIN TO YOUR KIND CUSTOMERS THE REASON WHY YOU DO NOT RAISE AN ERROR WHEN THE APP IS NOT COMPATIBLE WITH THE ANDROID VERSION !!!

My Android version is 6, SONOS request 7.

And why do you tell in this topic that this issue (no option "Connect to existing system") applies only to Windows or Mac controller software !!! The same applies to non compatible Android system.

Frankly speaking, I don’t trust your company anymore.

 

An upset customer.

This is a user forum answering specific questions.  Sonos staff do sometimes contribute but this is not a Sonos noticeboard. So your comments here are completely misguided and misplaced.

I am really disappointed !

COULD PLEASE EXPLAIN TO YOUR KIND CUSTOMERS THE REASON WHY YOU DO NOT RAISE AN ERROR WHEN THE APP IS NOT COMPATIBLE WITH THE ANDROID VERSION !!!

My Android version is 6, SONOS request 7.

And why do you tell in this topic that this issue (no option "Connect to existing system") applies only to Windows or Mac controller software !!! The same applies to non compatible Android system.

Frankly speaking, I don’t trust your company anymore.

 

An upset customer.

Userlevel 7
Hi Cooksters

Sorry to hear that nothing worked. When I mentioned extenders or AP I was referring to devices that are part of your network other than your router that are used to strengthen or extend your Wi-Fi. Speaking of router what brand are you using?

Also, even if the Sonos controller loads to a device if the device software is not to the exact minimum requirements the Sonos Controller may not achieve full functionality. Your device software does meet the minimum requirements...correct?

I still recommend calling Sonos Tech support.

Cheers!
Once again AJ thank you for taking the time to try help. I have tried the factory reset...4 times. There are no other Sonos devices in their house as never have been. It's all a big pain in the a***...and no setup via MacOS and Windows...that's a shocker! I think they have lost the plot here at Sonos. I have Sonos at my house and like it but I won't recomend it after this debacle. 😞
Userlevel 7
Hi Cooksters. Thanks for the pic.

1. At this point I suggest you Factory reset your speakers. However before doing so read the instructions carefully as once done all data is erased and cannot be recovered: https://support.sonos.com/s/article/1096?language=en_US *

2. Reboot your router (unplug any range extenders or AP's )

3. Delete and reinstall the Sonos app on one device (iOS or Android) for setup

4. Unplug all factory reset speakers but one

5. Open the Sonos app and begin setup

* If you do not want to perform a factory reset then I suggest you call Sonos Tech support. Tell them you cannot submit a diagnostic as you have not been able to bring Sonos on-line.

Let s know how things sort out. Cheers!
Thanks AJ, for taking the time o reply.

MacBook Pro (and Windows). WTF!!!! That's is terrible...moving on...

Android Device/iOS Device_Plug-in a speaker then open the Sonos App. It will walk you through the setup
Nope...it doesn;'...it give this option (see attched photo of the screen). ON both devices. Both new installs, both new to Sonos....only one network in the house.
Userlevel 7
Hi Cooksters

Ok assuming you have the latest OS for all your devices including the latest Sonos controller here are your options:

1. All devices including Sonos must be on the same Network. If using a Mesh Network only one of the modules(main) can be allowed to use DCHP and assign IP Addresses
2. MacBook Pro_cannot be used to setup a Sonos system (same applies to Windows)
3. Android Device/iOS Device_Plug-in a speaker then open the Sonos App. It will walk you through the setup

Click the links for more information

System Requirements: https://support.sonos.com/s/article/126?language=en_US
Setting up Sonos:https://www.sonos.com/en-gb/support/setting-up-sonos

Cheers!
An android phone, an iphone 7+ and a Macbook Pro. All devices have just had the Sonos software install so I assume it is the latest versions. NONE give the 'setup up new system' option.
What devices are you attempting to use to set this speaker up? What version of the Sonos software is running on them? This really seems like an odd thing, and I can't figure out why it would be doing so. Contacting tech support seems like a great idea to me. Would be interested in finding out what the end of the story is, in case it ever shows up again.
Thanks for replying Bruce. It’s a brand new speaker. Never been ANY Sonos in their house before and I have done a factory reset 4 times! There is no ‘set up new system” option on any device tried. I will contact tech support but judging by this forum little will help. We’ll see! Conversely the Amazon device I have at my house took...what...3 mins to set up!!! And for those who are older I’d suggest the setup instructions with Sonos are embarrassingly poor. What can you do?? I think they’ll end up taking it back for a refund by l’ll try tech support!
I'm confused. It wouldn't say "Connect to Existing System" unless there was already an existing system to connect to. Do your parents have other Sonos speakers than this "new" PLAY:1?

Is this PLAY:1 new, or has it been used before somewhere?

If it is the only Sonos speaker that they have, then you could very simply do a factory reset.
yes this post says it all. I cannot set up a NEW System

Trying to set my parents Play One up. The App loads on their Android phone but only gives "connect to existing system" option. Tried on my iPhone 7s...the only option available "connect to existing system"...so I loaded up the Sonos app on my MacBook Pro you guessed the only option available "connect to existing system"

Where is the option to set ups new system. Looks like they'll probably take it back now and get something else. I will try tech support but am not at all confident reading through this post.

Also why does the support documentation not give the correct advice? It says...select set up a new system!!!?

What I simply don't understand is why the App RUN on a system where they cannot full function. Sonos would save their customers a awful lot of arsing around if the app just said "sorry, the app will not run not his device. That way at least we'd know. But my up-to-date iPhone 7s...this show the same issue as the MacBook pro ad android phone. It's hopeless!
A Sonos speaker where I live (Luanda, Angola), is stupidly expensive. This decision is even stupider. Great system, huge let down as I no longer have a smartphone. I may as well use them now as purely decorative items or to hold my coffee or something.
Just spent 3 hours trying to set up my new sonos , only to find that the app on my ipad has an out of date os (9)and the app on my lap top and pc wont work either. It really does beggar belief!!!!!
A functioning desktop app is urgently needed. We're in a travel situation where we have to use the Sonos on a hotspot which is provided by the mobile phone. Since we have disable wifi on the hotspot phone, we need a second device to run the Sonos controller. The only other device we travel with is a laptop. Every app change that renders expensive device a dysfunctional black box is a huge letdown.

You can "run the Sonos controller". The only thing missing is some of the lesser used settings menus.
A functioning desktop app is urgently needed. We're in a travel situation where we have to use the Sonos on a hotspot which is provided by the mobile phone. Since we have disable wifi on the hotspot phone, we need a second device to run the Sonos controller. The only other device we travel with is a laptop. Every app change that renders expensive device a dysfunctional black box is a huge letdown.
I never really had any hope of things getting changed back. read enough to figure that was unlikely. but not bitching about it also doesn't offer any hope of anything changing down the line. the fact that folks on here would be "long-term" with a product that apparently makes frequent unwelcomed and/or poorly designed changes to its systems is surprising to me. voting with your feet would seem the only potentially effective strategy in a case like that. I will certainly not invest further in the system given your comments.
Userlevel 7
Badge +21
I won't defend this change. I voiced my displeasure when it was released, and will continue to do so. I think it's a mistake, and while there's nothing more that I can do than voice my displeasure, I'll continue to do so, along with the many others that are doing so. I'll happily "like" posts from others also, and I recommend others do the same. Yes, it's true that Sonos rarely goes back on things it changes, but it's not impossible that they could do it. This is a change that also significantly affected them too.
^^^What Stanley said.
Userlevel 7
Badge +21
Folks that have been around a while have come to learn that bitching about a Sonos change is ineffective. I can only recall one time it got any results and that was adding back in a night theme to the Android controller several years back. I'd say most of us have become resigned to this state of affairs and aside from a couple initial complaints about each poor Sonos decision, abandon all hope of things getting changed back.

With that, all we can do is recommend ways to try to work around the problems.

If it is your first rodeo feel free to complain all you want, make threats of dropping Sonos or calling your lawyer, whatever floats your boat. When you come to realize what the long-term folks have you too can change your priorities and do something more productive.
and airgetlam.....when i read this "You agreed to a license to use the software, including a proviso that it is subject to change." it certainly sounds to me like saying you agreed to this so get over it. pretty much a defense of the position with no option being offered.
jgatie while all of what you say may be true I'm not sure I understand the point of your reply. the fact that I had to agree to some software license in order to use the products does not in any way mean that I am not justified in being furious that I now own a bunch of very expensive boat anchors. there is absolutely no purpose in cutting off customers that love your products and prefer to use desktops to control them. It is plain and simple just stupid and bad business. not only do you make them mad and feel like they are being ripped off you also absolutely guarantee that they will never buy any more of your products and will do everything they can to make sure no one they know does either.
I don't see any defense of any position, just people trying to point out the reality of the situation, and offering options.
Userlevel 6
Badge +15
Why are so many regulars here defending this stupid decision?
I've just bought two play : 5 and I cannot configure them. I'm not happy at all. I don't care about smartphones.. I have an old one that I rarely use and the sonos app is not available for it. I want to setup and use the devices from my laptop and desktop!... I would never ever expected that a modern system lock you to have a smartphone around.
Guess I'll have to return them back.

I knew it was better to get a traditional system.
Rage. I'm seriously enraged. Damn.
It is a shame that you won't be able to enjoy Sonos. A $/£50 Amazon Fire tablet makes an excellent dedicated Sonos controller.