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Hi , We have to reconfigurate our modem. Sonos recognize it but the email adress suggested when I try to connect at Sonos is not mine !

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26 replies

Userlevel 7
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Please follow the steps in this article:

https://support.sonos.com/s/article/1061?language=en_US
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Thanks - but why thé email adress is not mine when trying to access to my sonos plateforme ? Steph
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Problem unchanged
Userlevel 7
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Does your new Modem have a firewall? Can you check that deep packet inspection (DPI) is turned off?

If the problem persists, you may have to Factory Reset the Sonos player but this will lose all of your system settings.
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Does your new Modem have a firewall? Can you check that deep packet inspection (DPI) is turned off?

If the problem persists, you may have to Factory Reset the Sonos player but this will lose all of your system settings.
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No success , how Can I do à factory réserver ? Many thanks
Userlevel 7
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Hi

Please see this article:

https://support.sonos.com/s/article/1096?language=en_US
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Problem unsolved- factory reboot ok - connecting with my email and logî ok - when I install the sonos item system requests me to login again and then I get different email adress ....@life.fr which id not mine. Thanks
Userlevel 7
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I've flagged for someone from Sonos to investigate.
Userlevel 7
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Problem unsolved- factory reboot ok - connecting with my email and logî ok - when I install the sonos item system requests me to login again and then I get different email adress ....@life.fr which id not mine. Thanks

Hi STEPH1190,

Normally, if you factory reset your speakers they will not hold on to any registration email information. You can try going through the factory reset process again, or there should be an option for when you don't have access to the email you see. If you click the option that says "j'ai oublie mon mot de passe" it should guide you to a page where you can say that you don't have access to that email. This should allow you to set up with a different email address.

If this doesn't work, please post new screen shots showing how far you get.
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Good evening
Thank you for your feed-back
Sorry to borrow you but the option you spoke is not available. I got always the Wong email even If I proceed with a factory reset. Thanks
Userlevel 7
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What screen do you see after clicking "j'ai oublie mon mot de passe?"
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Jeff
Below screenshot
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Utiliser une adresse email valid because its not mine.
Userlevel 7
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Utiliser une adresse email valid because its not mine.

Are you able to enter in the correct email and password here?

Also, I edited out your email from the previous response in order to keep it private.
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d....s@life.fr is not my email adress
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Yes but when I install thé sonos boost it redirect me to the wrong email adress
Userlevel 7
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It sounds like there's some sort of error in the sequence of screens you're seeing. At this point I think it would be best to work on this issue live with our phone team. Please give us a call and they'll be able to get you up and running. Our phone number and hours can be found here.
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Ok Jeff , will Contact them tomorrow. Many thanks Steph
Userlevel 7
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Hi Steph

One other thought. Are you running the Sonos app on iOS? If so, can you please remove the Sonos App and re-install.
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Already done without success and still without music ?
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You means the sonos controller application ?
Userlevel 7
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Yes please.
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Unfortunately not
Userlevel 7
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Looks like you'll need to talk to Sonos live tech support, as Jeff has suggested. Sorry I couldn't help.