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Get help with your Sonos Era, Sonos One, One SL, Play:1, Play:3, Play:5, Sonos Five, and IKEA Symfonisk.

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F.A.Q.

Troubleshooting Sonos on WiFi

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Edward R
Edward R
started this topic

Can't Add New Sonos Device

Moderator note: This article has been updated in December 2024. This article is intended to get you unstuck if you are having problems addin...
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6010 Topics
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eaj7Contributor I
asked in Speakers
Volume control

Is anybody having issues with the most recent update using iPhone not being able to use the physical volume rocker to turn the system up and down? I can’t stand having to go into the app or the now playing on Spotify tap the speaker icon select the speaker then having to use the manual swipe volume option. Or walk up to the speakers to turn it down. 

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paustin819Contributor I
asked in Speakers
Sonos Play 1 disconnecting from wifi when I add as surround to Beam

After changing around my living room and plugging back in my play:1’s they disconnected from my wifi. Since then I have not been able to get them to add back in as surrounds.  I have hard reset all three items. I have recycled my router multiple times. I have removed them from the device list from my router. I have tested adding just one speaker to sonos and able to stream music to it. When I add the second one it asks me to make it surround so I select yes and it looks like it adds them. When I leave the sonos app and comes back in it shows me connectivity problems   and both play are not connected and then I go to the app for the router and  the speakers are no longer connected to the router.  All sonos items are connected via wifi. I can see both the playbase and the beam in my router app, but none of my 4 sonos play or my sub. 

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TheScoKidContributor I
asked in Speakers
registered speakers on account all disapeared on the app when I went to play music.

I have had my Sonos speakers for over a year or 2 and they are all registered and I’ve been listening to the for some time. But the other day when I opened the app all my speakers were missing on the app. I have tried resetting them up again, but the are not connecting. What can I do to get my speakers back up and running so I can listen to my music again? 

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Smooth75Contributor I
asked in Speakers
Era 100 no white light?

HelloI just added an era 100 to my system and it took awhile to connect, Apple Music wasn't working at first but eventually it did. But I did notice that the solid white light that is on my other products to show it’s up and running isn’t on, there’s no light at all. It went through all the colours during setup but now nothing.. is this a normal thing for the era? thanks

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Adrian T 6677Contributor I
asked in Speakers
balance control

After the fateful upgrade the balance slider in the equaliser would not work. It would move but not change the speaker balance.Now the  actual balance slider in the EQ has gone !  This has happened between 22 & 23 May 2024 any suggestions re getting it back and making it work .App has been deleted and reinstalled 

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Dunny 53
asked in Speakers
Sonos Port / One SL connectivity problem

Just set up Port to play my turntable through my system but one of the One SL speakers is not playing.Everything else seems ok but not that speaker. Has anybody got any fixes?

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DorofinoContributor I
asked in Speakers
Play 3 Not Confirming while Pairing

I'm trying to add my Play 3 to my system, but I'm encountering issues during the setup process. After performing a factory reset and connecting to the Play 3 WiFi, the setup proceeds to the audio confirmation step. However, the speaker does not produce any confirmation sound at this stage. Additionally, the alternative option to confirm by pressing the speaker button also fails to work. This behavior seems unusual. What can I do to resolve this issue?

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bfay530Contributor I
asked in Speakers
Sonos Roam - Error Code 1,002

I have a new Sonos roam and it will not update and connect to my app. This is the second one I have purchased and it will not work. I’ve tried calling support 3x and never even been connected with someone after being on hold for hours. 

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NotWorking655Contributor I
asked in Speakers
Brand new Sonos Roam SL is not pairing with iphone with initial setup

I’ve tried every reset possible and nothing. Roam SL speaker will not pair with iPhone. iOS app is recognizing speaker but when I go to initiate set up it’s not connecting or finding the speaker and the speaker is touching my phone so distance is not the issue. Wi-Fi is not an issue.What else can I do?! Bc I’m very close to returning it. 

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MickelaContributor I
asked in Speakers
Sound and equalizer

Since the update of the app the sound of my Sonos speakers is very tinny and sounds far away, with a kind of echo. It sounds like very old and cheap speakers.I tried adjusting the sound with the equalizer, but that has zero effect.  Do more people suffer from this?  Has anyone been able to solve this?

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cgray1989Contributor I
asked in Speakers
Ethernet cable removal ends up with no Wifi connection

Hello All,Having some connection issues with my Sonos setup. Stupidly decided to try and connect it to a new router when it was all working fine. I have two Sonos 1’s, Playbar and Sub. Have factory reset all the speakers, plug the ethernet cable from the router into my speakers, carry out the setup and all goes fine, no issues. However when I remove the ethernet cable from the speaker I lose the speaker from the app and ‘No products found’ appears. Wifi is enabled in all speakers so it’s not that. As soon as the ethernet cable is plugged back in, I can pickup the speaker on the app again.  The router is in a different room so can’t really have an ethernet cable in a speaker to keep it connected. 

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JWaters555Contributor I
asked in Speakers
Play 5 Gen 2

Hi there, have disconnected a play 5 from my dad’s system (with his permission) by factory resetting it as I’m taking it with me to my new house. Whilst still at my parents I have gone to set it up to get it connected to my account. I open the Sonos controller and click add to system and it comes up. It then says there’s an update so I start it. The black circle comes up in the bottom left corner. The first time it got stuck at 1/3 of the way after I left it updating for over 8 hours. I then had to cancel it as I was going to work. Tried it again and it gets maybe half way and same again just stops. One time the circle completed but the update never actually finished. I have reset speaker again and I’m still at a loss. Any ideas? As now I cannot even use the speaker at all and have no way of bypassing update.

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Carl-111Contributor I
asked in Speakers
intermittent sound drop out on play 1

Hi all,  First off I thought I’d go out an purchase a beam and two play 1 rear speakers for the garden room.the problem I have is that the sounds coming from both play1 have a intermittent sound drop out every now an again, there plugged in to 240 sockets in ceiling an then wirelessly to tv/beam, the internet signal is excellent so I’m thinking that’s not the problem  please help once this is sorted then I have confidence it will all work correctly, I can go out an upgrade to a new beam (gen 2) an two era 100 or 300or whatever people suggest  thanks Carl  

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Philbr58Contributor I
asked in Speakers
Sonos App with VPN

Calling all those with App problems. Out of interest, are you using a VPN? I am. For reasons I will not divulge, I am not able to disable the VPN. I wonder if the App has problems through a VPN.

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sat2010Contributor I
posted in Speakers
access to my personal music library

The new Sonos update is just horrible. There is no other word for it. I mainly play all my music from my personal music library - connected via lan to my nas drive.  It is now not searchable and lacks all the functionality the previous app offers.  Why has Sonia done this is baffling.  Seems tone deaf to what customers want 

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DickydickContributor I
asked in Speakers
new update not good

Since I upgraded to the latest Sonos app, when I stream Apple Music through the Sonos app onto all of my speakers, randomly multiple of them will drop, and I cannot figure out how to get them to rejoin the stream. 

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User323041Contributor I
asked in Speakers
Wireless Fast Roaming (802.11r)

I have an at home Sonos system with a cocktail of 13 Sonos devices.  All of which cut in and out intermittently.  Even though I have gone through various steps of troubleshooting as outlined on Sonos’ support website and phone support, I continue to have regular intermittent cutouts.  I noticed that Sonos doesn’t support 802.11r which I believe could help these devices when there is interference detected on the wireless channel it locks onto when powered up.  When will these devices start supporting Fast Roaming and can this enhancement be pushed through a firmware update or will all of my Sonos devices become obsolete? Kindly, Dr. Donald 

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Markd9Contributor I
asked in Speakers
Problem playing on speakers

So I haven’t come across this problem before. I recently bought a new era 300 I just did all the set up and added to my system. It will not play music by it self.  I have to start playing music on another device and add the new speaker to it to get it to play.  And then once it’s playing if I unselect the other room it wilL shut off the new speaker.  Now if I start a group with the new speaker and add something to it.  It will not work.  It has to be added secondly to another group for it to work. I have never had a problem like this. Has anyone ever heard of a problem like this 

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Thewizard2000Chromatic Producer I
asked in Speakers
Unable to install my SONOS SUB again

Since the new update, unable to use my 1k $ sonos sub. I have made 3X TIMES hard resets and followed carefully all the steps without any changes and any succes…The error message still the same again again again. I tried every things. Your sub has been added but may not appear in system settings. If so, unplug the power cable and then plug it back in to complete the setup from the system setting.Has there ever been a time when sonos worked the first time? Never for me

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ThreeDaysTo FindAUsernameContributor I
asked in Speakers
What to pair with a Play3

Hi all,I have a Play3. I want to stereo pair it. But to what, Sonos no longer sell Play3s it appears? I don’t want to replace my Play3, I like it, but do I need to to get a better experience. In other words would two different speakers lose something in quality?CheersPaul

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LisaB73Contributor I
posted in Speakers
Connecting/Playing ANY music

After the app update (and even before) I cannot play any music!!   The app loads up. The services/subscriptions appear. All my devices are visible/connected…  Once I choose a playlist or station and click the arrow button, nothing!  I consistently get the error ‘Something went wrong’This sucks!  I’ve contacted customer support who advised that Sonos is and has had issues with my connectivity with my internet carrier!  Well what the heck am I supposed to do with that!?! I’ve got a house full of Sonos devices and cannot play ANYTHING!!  Somebody!  Anybody!!! Help!!!!

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Rachmaninoff2pcContributor I
asked in Speakers
System Compatibility

Hi, I just purchased a Sub (Gen 3) to enhance my Play 5 speakers. To my dismay I discovered the Sub is not compatible with the S1 app. I also tried setting up a separate system with the Sub through the most recent Sonos app but I get a message saying the Sub cannot be set up without an accompanying speaker. So now, unless there’s a workaround, I have to spend more money to purchase new speakers or return the unit for a refund.Does anyone have any suggestions to merge an older Sonos speaker set with the new generation?

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RoxcarContributor I
asked in Speakers
New iphone app practically unusable

Like the title says. First thing that was weird was my stereo pair of Play Fives cuts out. Then, music wouldn’t play at all on other selected speakers. I’ve all but given up using the new app. Now I use apple airplay full time which is extremely disappointing because there’s a noticeable sound difference. Please in the name of all that is holy fix the app. Thank you

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Peter WeldonTrending Lyricist I
asked in Speakers
Updating to latest system software

Hello … like so many of you, I updated the Sonos app not long ago and well, I think you all know what happened (lost the ability to access my library, or add songs to the end of the queue, etc.). I was amazed by how much of a disaster the update was/is. Since then I have been researching alternatives, but in the meantime, I have been able to run my system from the Windows app and also learned about the SonoPhone app, which took me a second to get used to, but has been working well. It is faster that the previous Sonos app we are all asking them to roll back to. I also noticed that there has been another Sonos app update for iOS (my computer is Windows, but I have an iPhone), and since my apps on my iPhone are set to auto-update, the app was updated. I thought there was a small chance that they corrected the issues we’ve been experiencing, but instead, was prompted to update my Sonos system to use the app (I am now prompted that there is an update in the Windows app as well, but have no

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dydevereuxContributor I
asked in Speakers
Sonos One SL and Sonos Roam

I have Sonos One SL in my living / dining room where we watch movies, listen to music etc. I just purchased a Sonos Roam for the bedroom / deck. I’m wondering if I can set it up so it either plays the same music we have playing in the living room AND / OR to play independently, so we can just have it playing if say we are only in the bedroom or out on the deck. If I’m working around the house, it’s nice to have the same thing playing wherever I go but when we are only in one area, it’s nice to have the audio playing only in that area. Make sense? Thanks for your help. I’m sure this has been addressed in an article somewhere but I guess I didn’t have the right keywords to find it.

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