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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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5120 Topics
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davesempleContributor I
asked in Speakers
linked system issues

I have a play base, sub and 2 x play 1 in my living room. They were all working together as the  surround system until I recently got a new internet hub. I factory reset everything and added them individually to my system.The play base & play 1’s work as individuals. When I added the sub to the play base they worked together, when I then added the surrounds it all went wrong.The sub still shows as attached to the play base but zero output from the sub.The play 1’s show as the surrounds attached to the base & sub but zero output from them.When I tried to compete the true sound it worked for the play base when on its own but repeatedly fails with the play 1’s & sub attached as complete system.I have an Ethernet cable attached to the play base only as not possible to link the others that way. All help & guidance welcomed. 

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Stanley_4
11 months ago
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StylarTrending Lyricist I
posted in Speakers
Drop outs with Spectrum SAX2V1S! Router suggestions.

I’m still having issues where the system loses the network and I have to unplug all my speakers and search for the system. I’m looking at this router: WiFi Router 1200Mbps, WAVLINK Smart Router Dual Band 5Ghz+2.4Ghz. Will this be a good option?? Tired of the constant disconnects with the Spectrum router! 

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G
11 months ago
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Tony23Contributor I
asked in Speakers
sonos plays music randomly

Brand new to Sonos. I have the arc sub and two ones as rears. Music starts playing randomly. Once waking us up at 4am.  2124883762 Here is the diagnostics code 

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Airgetlam
11 months ago
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AmonxContributor I
posted in Speakers
upgrade 30% off

Hi, I bought at the same time a SONOS 3 and a SONOS 5 speaker. Both are well registered on my SONOS account. I need to change my Sonos 5 Gen 1 which is not compatible with the new SONOS system and I want to use he 30% discount upgrade program. For a bug reason that cannot be explained by SONOS for weeks, the offer is available on my account for the SONOS 3 and not for my SONOS 5. The Sales representative does not give any help to solve the problem. I am considering contacting a lawer to sue SONOS on the principle since I bought this speaker, ii is well registered and I am entitled to benefit  from this offer. I am incredibly surprised how SONOS treats its customers who want to be faithful to SONOS and buy a new product and I will protect my rights and those of the customers whatever it costs me.   

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S
11 months ago
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Lolo33Avid Contributor I
posted in Speakers
new sub 2024

Bonjour 👋 et bonne année à tous et à toutes Paraîtrait qu’il y aurait un nouveau sub de prévu pour cette année ?! avez vous des nouvelles à ce sujet et peut être sur d autres projets ? portez vous bien 👍 

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Airgetlam
11 months ago
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reggiesgirlContributor I
asked in Speakers
New to Sonos - grouping question

Hello. I am new to Sonos universe so forgive the probably stupid question. I have 2 new Era 100s that are stereo paired in my living room and Bluetooth connected to my turntable. I want to add an additional speaker so I can listen to what’s playing on the Era 100s anywhere else my house or outside, so I am thinking of getting the Sonos Move 2. Since they all connect to one another over wifi, this is possible, right? I’m assuming yes, but I would like to know for sure before I buy it. Thanks very much!

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R
11 months ago
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EarlyflashContributor I
asked in Speakers
Cannot setup Era 100: "We couldn't find any sonos products on your mobile device's network..."

Ok - bear with me. I have an existing setup of Sonos products - Beam, OneSL, One’s and an old Play:1.  Everything is fine.I have bought two ERA100’s to pair with the beam.When I attempt to set them up, I get the above message from the sonos app - “We couldn’t find any Sono products on your mobile device’s network so we can’t set up your Era 100. Please try again”.So far I have:Factory reset both Era 100’s Powered them off for hours, and back on again Powered off and on again the router, and all of the Unifi APs. Moved all Sonos producst to Wifi (I had one wired previously). Made a number of Multicast specific settings on the Router/AP configuration. Nothing seems to help. Every so often the message from the app is subtly different, in that it names my SSID, but it’s not consistent. Weirdly, at one point, one of the Eras did do configuration - I could see it on the Router connected over 5G and it had an IP address, etc.  I could see internet traffic from the Era100. However it never app

8142
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11 months ago
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ewandennisonContributor I
asked in Speakers
Era 300 Line in to Mac Dolby Atmos

Hello, I am looking in to purchase an Era 300 for my office and using it for music as well as a computer speaker for my desk (M2 MacBook Pro). My question is, will I be able to receive Dolby Atmos sound via the 3.5mm headphone jack on the era 300 (with the adapter) or is it limited to streaming and surround pairs thanks!

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11 months ago
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Totally DisgustedContributor I
posted in Speakers
Sonos app update disabled my system and now it no longer functions.

I LOVED MY SONOS PRODUCTS, BUT NOW WILL NEVER BUY ANYTHING SONOS AGAIN!!! I have two original Play 5 speakers. I used the app to play them as a Stereo pair. They sounded phenomenal! Then I bought a Beam sound bar for my TV. I used the app to setup surround sound using all three units and it was absolutely wonderful! Then the app updated to Sonos 2 app. Now my Play 5 speakers are not compatible and they no longer work as a surround sound system I paid a lot of money for, they don't even work for stereo pair anymore. 

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J
11 months ago
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GrobertsonContributor I
asked in Speakers
Two issues

I have had Sonos for years now and experiencing two new issues. When listening to music (on one or several speakers), the music will turn off for about 3-7 seconds and then come back on. What’s odd is, my living room is set up with a Play 5 and a Sub. When the Play 5 stops playing as described above, the sub will still play. Any thoughts on how to fix? The second issue is, when I am listening to music (seems mostly when using multiple speakers) randomly in the middle of a song, the song will stop and a new song in the playlist will start playing. I am the only one that has the application on my phone, so no one else is messing around and changing the song. Any thoughts? Thank you! Gary

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Ken_Griffiths
11 months ago
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RichieRuss1Contributor II
asked in Speakers
Seeking Resolution for Sonos System Performance Issues

Dear Sonos Community,I've been a dedicated Sonos user for a decade, often recommending the system to friends due to its stellar performance and user experience. However, I've encountered persistent issues with my Play 5's that have left me seeking assistance. Despite my home's robust FTTH 1GB mesh network setup, I'm experiencing intermittent cutouts and jitters, particularly with the Play 5's, which disrupt the seamless audio experience Sonos is known for.During a recent demonstration in my study, the system's performance fluctuated unexpectedly in front of an esteemed international DJ, which was quite disheartening. The network matrix indicates an intermittent red signal from the Sub, yet my network remains otherwise stable and fast, which suggests the possibility of a software inconsistency.With two devices directly connected to the LAN via Cat 6 and no discernible network issues, I'm inclined to believe there could be a software-related anomaly affecting system stability. Interestin

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Airgetlam
11 months ago
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CDA161Contributor I
asked in Speakers
Volume unable to increase

I have Sonos Arc system and a Chiq TV in my outdoor kitchen. I have Samsung TV’s in the other zones that Sonos is connected and this issue does not occur there. After a few hours of watching TV or listening to music outside, the volume drops to 15 (Sonos) and will not allow me in increase. Even if I use the TV remote or the Sonos app, the volume keeps dropping back to 15. If i turn the TV off for 15 minutes it fixes the issues for the time being. Any idea why this is happening. 

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Airgetlam
11 months ago
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BaileyJayContributor I
asked in Speakers
system doesnt show speakers!

We’ve been using our Sonos more since we got Apple Music. We have 5 speakers and a connect:amp. This am I wake up and only the Connect Amp shows! Support page starts with  turn all off and on. There are 5!!! All over the house in weird places!!! Why does this happen???  How can I avoid this? Ugh!!! 

723
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11 months ago
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chuckhawksTrending Lyricist I
posted in Speakers
Speakers (stereo paired) work on their own but don't show up in any instance of the app

I have many stereo pairs and surround groups in my Sonos system. A good number of times in the past, and recently I have issues where a room like “Kitchen” for instance, work to play music from voice prompts thru Alexa or Sonos voice control BUT the room doesn’t show up in the app (iOS, Mac or Windows.) I’m currently in that situation with several rooms. It’s baffling, frustrating, and paints a very negative image of the product and its ecosystem. And now there are valid competitors in this field.I can go in the kitchen and tell Alexa/Sonos to play music from any of my connected services, and it works. The daily alarm playlist (originally setup in Sonos app) starts at the set alarm time each day. So all seems well - thru voice commands and I supposed saved repetitive activities. But the room doesn’t show up in the app and the alarm and/or its playlist cannot be accessed/adjusted at all (no room, no playlist/alarm...)I’ve rebooted all speakers and the router to no avail. Many of my spea

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Ken_Griffiths
11 months ago
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PeteoEnthusiast I
asked in Speakers
Sonos 3's surround pair drop after doing updates

Almost every time after doing a Sonos update my 3’s that are paired as surrounds fail and drop off. This has happened for the last 4 updates. What the heck is going on with Sonos QA??

293
Stanley_4
11 months ago
1
1234rororoContributor I
asked in Speakers
sonos turning on randomly

In the last month my Sonos system has turned on in the middle of the night both at my house and my condo (with nobody home). What the heck is happening. I don’t have Spotify I only use Apple Music. 

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controlav
11 months ago
Fragments Of
Fragments OfAvid Contributor I
posted in Speakers
Era 100 - low volume on a speker

Hello Everyone,I have one question about a strange situation with my two Era 100.These one are in stereo mode with a fixed IP addresses on my home network. My Sonos configuration is in 5ghz.Sometimes not always I have a strange situation, the right one has a low volume that the left one, the right one works but with a volume lower. This situation is not permanent.Have you an idea about this situation ?Kind regards to you. 

48111
Schlumpf
11 months ago
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ParsaContributor I
asked in Speakers
Ikea SYMFONISK won’t connect

Hi,I’ve had the Ikea SYMFONISK for a while now but recently we changed the wifi password and the lamp wont connect its speaker to my iphone. I’ve tried resetting the product with the app but it doesn’t seem to work. How do I fix this?

2981
Stanley_4
11 months ago
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harry smithAvid Contributor I
asked in Speakers
Vocals on Era 100 Sound Bad

I saw a topic of this name and am experiencing the same issue. I bought a Sonos Era 100 to replace a Sonos One SL in my system. But the sound produced by the Era 100 is worse than the One SL. Vocals and mids sound muffled. I have tried messing with the equalisation setting bass to min and treble to max but the sliders seem to have little effect on the voice comprehension. This is puzzling as most people seem to say the Era 100 is better. Perhaps there are bad batches. I am not sure now whether to keep the One SL. The one benefit for me of the Era 100 is the volume slider but the sound is annoying me, particularly as I mostly listen to speech radio. Is this something Sonos support can fix, for instance a replacement Era 100. Do others receive muffled voices from the Era 100.

3852
Schlumpf
11 months ago
F
fr_nickContributor I
asked in Speakers
How to remove speakers from your system?

I changed my configuration and removed some speakers from my system. When I turned them off they stayed in the app and there was only the option to “hide” them, but it didn’t work. I checked this board for the steps but didn’t find a solution, I just went through it with chat support and the below method worked.  Factory reset the speaker Open the sonos app A popup will come asking you to “Add” this “new speaker Close out of the pop-up, don’t add it.  Restart the app. This worked for me, the old speaker is now gone from the app.  The speaker I did it on was a roam. I wish I had known this before I shipped the other one I had and sold because apparently, I have to wait for that one to be activated by another user before it can be removed from my app.  

8713223
Stanley_4
11 months ago
C
CptbfhrtContributor I
asked in Speakers
unplugged sonos bridge, when plugged back in, app can’t detect system

System requires sonos bridge to be tethered to router. When it was unplugged & then plugged back, app can no longer detect my system (4 play 5s, sub, 2 connects for traditional systems). 

2523
Stanley_4
11 months ago
F
FranTMContributor I
asked in Speakers
Comcast router issues

I recently upgraded my Comcast router.  Sonos no longer works.  Sonos app says I need to split my router signal.  Question.  Is this need to split particular to older models or is it an issue for all products?  Also, does splitting my signal slow or weaken my WiFi, in general?

856
Stanley_4
11 months ago
S
smittyukContributor I
asked in Speakers
Sonos Play 3 dying?

Hi,I’ve got the following SONOS speakers at home:1x Play:3 (ethernet)2x Play:1 (paired) (wireless)1x Beam Gen 1 (ethernet)1x Roam (wireless)These are all on static leases on my router. I’ve noticed that recently the Play:3 drops sound periodically, I usually have this paird with the Play:1s and this also drops sound when paired. When I tried to factory reset the Play:3 or unplug it I find that it takes a bit of effort to get it back into the system. Any thoughts on whether this might be a sign that it has developed a fault? I initially had it wireless and had these issues so I figured I would try it via ethernet but am now finding that this too is seeing the same issues. The problems seem to resolve themselves for a while if I power cycle the speaker.Am I right in thinking that the speakers are running their own mesh network? I have a Unifi access point but only see the Beam on there, maybe it’s too far away from the other speakers. Any ideas? Do I need to replace the Play:3? Thanks 

76821
J
11 months ago
C
Caliarco1415Contributor I
asked in Speakers
Play:3 speakers connection issues

I am experiencing issues with my Play:3 speakers - they keep dropping out after they’ve been running/ connected for a few hours. The only solution seems to be to power cycle the speaker and it’s ok again for a while. My system includes 2 Play:1s, 4 Play:3s and 1 Sonos Playbase.I have tried everything (rebooting my router, factory resetting all my speakers, reserving (fixing) the IP addresses of all speakers, trying different music sources). Always the same result - the Play:3 speakers start dropping out intermittently at first and then permanently off. Until I switch them off and then on again (power cycle). Then they work ok again for a few hours. The Play:1s and the SoundBase don’t seem to be affected. It seems like it might be a memory issue (cache not emptying?) and it only started happening in the last couple of months - previously everything worked perfectly - so I’m wondering if a Sonos update has caused all this? My system is running Sonos S2 and has been perfect previously, so

2481
Airgetlam
11 months ago
V
Volume11Contributor I
asked in Speakers
Volume

Just now at 430am, the sonos speakers on the other side of the house turned their volume to max. The sonos speaker in my room did not. I was able to turned them down after fumbling around in a half sleep state. It's happened once before.  I only use TuneIn and Youtube Music on the sonos app, and those two were set to Tunein. And the speakers are all Sonos Ones. Is there anyway to stop this from occurring again?  Thank you for any suggestions.  

496
ratty
11 months ago
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