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Red1esq
Contributor I
May 10, 2024
Question

Can’t Add Play:1 to my account

Hi,

I searched around, and googled the error messages I have, but am having no luck.  Perhaps as this is an older device, the answers are harder to find.  Anyway, see if anyone can help…

I recently moved and setting up a Play:1 in my new home. All other Sonos speakers set up correctly, except this Play:1. I did a hardware reset. Still setup failed. 

I did a hardware reset in the end. Still setup failed.  The error message says "There was a problem linking your Play:1 to your account", no reason or details given for fail. I logged out of Sonos app and logged back in.  Have u plugged the device and did a reset.  Nothing works. The Play:1 is shown in System/Products as "Not registered".

 

Now when I hit the “Fix it” link it jumps to “Let’s finish adding your Play:1 to your system”.  When I hit the “Continue” link, the Sonos app crashes.  I have to reopen the app.  I try same and it crashes.  At this point I cannot move forward with trying to register the Play:1 to my account.  

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    31 replies

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    ILW44
    Lyricist I
    May 14, 2024

    Same issue here with all of the above with my Play:1. For such a simple task from a tech perspective, this blows my mind that Sonos has an issue like this. 

      Yeti Bash
      Trending Lyricist I
      May 15, 2024

      I was having the same issue as OP but I was able to get past the “Fix It” crash by resetting the app (Settings > Account > App Preferences > Reset App).

       

      Unfortunately, I’m now having the same issue that several have mentioned here where it says it is unable to link the Play:1 to my account.

       

      I have had this speaker in my account system for several years, so I don’t know what the issue could be. I hope the gets resolved soon so that I can get my surround sound back online.

       

        Bmc100
        Lyricist I
        May 15, 2024

        Same issues for me!

          thenameIuse
          Lyricist II
          May 15, 2024

          I want to add that I’ve also tried set up from my iPad and and ancient Amazon kindle fire tablet (S1 app)  to no avail and the hold time for support today, weds may 15 at 11:21am pst is 70 MINUTES. I stayed on the phone for 35m before I needed to hang up. 

           

          Infrequently the app will sometimes allow me to reach the point of hearing the tone and saying my Play:1 is connected to the system before reverting back to the app screen that says No Products found. But lookie here, nice contradictory messaging that my system is not connected, but I can ‘join it’. By repeating this process over and over again, I’ve been able to add ONE of my 4 play:1 speakers and there’s not much logic why it worked.  

           

           

            thenameIuse
            Lyricist II
            May 15, 2024

            And nevermind, the one device it allowed to add (and effectively play music from spotify on) has now disappeared from the app once it wasn’t hardwired. Great. 

            NicAnd
            Lyricist I
            May 18, 2024

            We just updated and now nothing connects, we have spent all day on this, really annoyed we have had 12 years of no issues, and now none of 7 devices connect. 

             

            Sonos has lost it

            Swanz99
            Trending Lyricist II
            May 18, 2024

            My first ever Sonos product and I can’t get passed this stage….

             

              MurphLand
              Lyricist I
              May 18, 2024

              Found this on Reddit, and it worked!

              First, in the controller try to add the new speaker as usual. You will get so far and the app will keep crashing. You’re probably getting the “Not Registered” error. 

              Second, you need to go into the controller app and choose to transfer ownership of the system (settings/manage/transfer system ownership), putting in your account as both old and new owners. All speakers including the one that you tried to add unsuccessfully will now transfer to your account and work perfectly.

                Swanz99
                Trending Lyricist II
                May 18, 2024

                Found this on Reddit, and it worked!

                First, in the controller try to add the new speaker as usual. You will get so far and the app will keep crashing. You’re probably getting the “Not Registered” error. 

                Second, you need to go into the controller app and choose to transfer ownership of the system (settings/manage/transfer system ownership), putting in your account as both old and new owners. All speakers including the one that you tried to add unsuccessfully will now transfer to your account and work perfectly.

                Problem is I’ve never created a system before so the manage setting is greyed out for me

                Yeti Bash
                Trending Lyricist I
                May 19, 2024

                Found this on Reddit, and it worked!

                First, in the controller try to add the new speaker as usual. You will get so far and the app will keep crashing. You’re probably getting the “Not Registered” error. 

                Second, you need to go into the controller app and choose to transfer ownership of the system (settings/manage/transfer system ownership), putting in your account as both old and new owners. All speakers including the one that you tried to add unsuccessfully will now transfer to your account and work perfectly.


                Murph you’re a real one! This worked!! I am now back online!

                Hallelujah, holy sh*t!!

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