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phammer
Contributor I
February 3, 2018
Answered

One speaker missing from Sonos controller

One speaker is not on the controller. The white lamp is blinking slowly no matter what I do.
I have tried to "add a speaker or a sub..." but the light does not change when I press the two buttons simultaneously.
I have tried to connect by ethernet cable to my Bridge, but there is no blinking light in the Ethernet socket; netither in the speaker nor in the Bridge.
I have tried to move the speaker close to my router and my Bridge.
I have tried to reboot my router
Diagnostic report 8450108
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Keith N
Keith NAnswer
Sonos Staff
February 15, 2018
Hello there, phammer. Thanks for posting about this and apologies for not catching this any sooner. I noticed that you still haven't reached out to us or the support team about this yet. If the unit will not factory reset and is generally unresponsive, it will likely need to be replaced. In this case, you will need to reach out to our support team on the phone so they can get that process started for you.
Building community is like building a garden. You build the frame, till the ground, plant the seeds, feed the plants & sometimes you gotta pull the weeds.
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6 replies

Chris
Chris
Lead Maestro
February 3, 2018
Since all of your other speakers are working properly .... I would do a factory reset on it. Then try to add it wirelessly. If doesn't add wirelessly try plugging it via Ethernet to router.
Respect the Queue (2)Move (3)Beam (1) Era100 (2)ARC (1)SonosOne (1)Playbar (4)Play5 (4)Play1 (3)Play3 (1)Port (2)Connect (1) Roam (2) Ace (1)Connect:Amp (4)Sonos Amp (1)Sub + (9) Echo + Smartthings; (2)Play)
    phammerAuthor
    Contributor I
    February 4, 2018
    Thanks for your suggestion, but no.
    I tried to do a factory reset. I depressed the start-button for 3 minutes (checked on my watch) but the lamp kept blinking white. It never turned yellow.
    This is the same I see when trying to add it to my system. After depressing start- and plus-buttons simultaneous, the lamp keep blinking white. It never turns yellow.
    Keith N
    Keith NAnswer
    Sonos Staff
    February 15, 2018
    Hello there, phammer. Thanks for posting about this and apologies for not catching this any sooner. I noticed that you still haven't reached out to us or the support team about this yet. If the unit will not factory reset and is generally unresponsive, it will likely need to be replaced. In this case, you will need to reach out to our support team on the phone so they can get that process started for you.
    Building community is like building a garden. You build the frame, till the ground, plant the seeds, feed the plants & sometimes you gotta pull the weeds.
    phammerAuthor
    Contributor I
    February 16, 2018
    Hello Keith
    Thanks for catching up on my problem.
    I must admit I cannot distinguish between sonos Community and Sonos Support.
    I created an error report and sent it to somebody, so I assumed I was in contact with the Support ?
    I have tried to look at the Sonos homepage. I can see that there is no telephone number for the Danish office, but I cannot find out who to contact and how ?
    Can you please advise me on how to continue - and maybe in the future consider restructuring your support pages so that it is easier to find help - especially outside the USA.
    I suspect in my case it is a hardware fault, so I need help to have this fixed.
    B.rgds. Peter
    Keith N
    Keith N
    Sonos Staff
    February 16, 2018
    Hi Peter. Based on the email address you have set up here in the Community, there is no communication logged in our Support system. Unless you sent us an email from a different email, we do not have any information on file regarding you reaching out to us.

    Either way, if you follow the link provided, it should take you to the Danish support page.

    Here is the contact information should you have problems finding it: Call us at 80 40 01 77 Mon-Fri: 10.00-18.00

    Thanks!
    Building community is like building a garden. You build the frame, till the ground, plant the seeds, feed the plants & sometimes you gotta pull the weeds.
    phammerAuthor
    Contributor I
    February 17, 2018
    Thanks Keith
    I will be away on holiday for the next two weeks, but I will call the suggested phone number as soon as I am back :-)
    Peter
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