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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

This article is intended to get you unstuck if you are having problems adding a Sonos device to your existing system.  Firstly, this is with...
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Edward R
Edward R
started this topic

Factory Reset: What you need to know

Sometimes, we just wish we could start over. Though if you’re considering factory resetting your Sonos devices, there are a few things you s...
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3013 Topics

pwt
pwtVirtuoso
posted in Speakers

Play:5 erroneously switches to Line In (solved)

I’ll post this just in case it helps others.I was having a repeatable problem with a Play:5 which has a turntable connected to its Line In input, with AutoPlay enabled.When starting playback from another source (e.g., a streaming service), the stream would start momentarily, then the speaker would flip to its Line In input, even though the turntable was completely powered down.The solution: the line in cable was too close to the power cable. As the P:5 amp powers up, there’s a burst of noise on the power cable, seemingly enough to create a signal voltage on the Line In cable. Making sure the cables are well separated solved the issue. Using a better shielded Line In cable would probably also be a solution.

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James L.
3 years ago
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RustySContributor I
asked in Speakers

Sonos 1 & 3 dissapearing from Sonos App

Over the last few days my 2 One speakers and 3 dissapear from the app and also spotify.  I can see they are connected via WIFI but drop on and off.  The house has 3 Rukus AP’s and coverage is excellent and this has just started happening. Ideas?

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Corry P
3 years ago
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MarsuveesContributor I
asked in Speakers

Sonos Pro-Ject Turntable SB

Got a Pro-Ject T1 turntable and Port and trying to connect this set-up to my existing Sonos speakers. I have the Line-In selected and it’s playing through the speakers, but the volume is barely audible at max level.  Loudness is on, volume limit if off, line-out level is variable and the sound doesn’t get any louder than ~5%.  I’ve paired it with a Sonos One SL by itself to remove and surround sound issues from the threads and I’ve also paired it will ‘all’ speakers.  Not sure how to get the sound from the Sonos turntable to utilize my Sonos speakers.  Please help!  

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Xander P
3 years ago
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LpramonjContributor I
asked in Speakers

Sonos Move + Vinyl

Setup: turntable w preamp(uturn) on a sonos five.  Have a beam and move as well. beam and five play great from all sources.Move works great with tv/spotify/etc.Move quality with line in from five(vinyl) is static and not acceptable for listening.tried compression and other settings, no change.very dissapointed - blaming the move. Anything im missing?  Internet fine, other speakers fine.its just move + vinyl.thx 

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L
3 years ago
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esmith69Contributor I
asked in Speakers

Audio randomly stops for 5 seconds in random zones

We three zones in our home, two are powered with separate Connect:Amps and the remaining zone is a Play:5 that we don’t use as often and so can’t verify whether this issue happens on the Play:5. We've been having this issue randomly for years now and it’s frustrating.  We can have simultaneous playback going in two of the zones, playing the same song, and one of the zones will just randomly stop playing for 5-10 seconds and then it comes right back.  The Connect:Amps are hardwired and we have a super reliable wireless network anyways, so it’s definitely not a connectivity issue.  We recently got a new ethernet switch and that has made no difference, the issue happened before the new switch and it still happens now.  Also, the fact that playback never skips a beat in the other zone indicates to me it’s not a problem with the Internet connection or even the LAN.If we listen to music for 5 hours straight, the issue may happen 3-4 times over the course of those 5 hours.  Not enough to make

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Corry P
3 years ago
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Wayne2101Contributor II
asked in Speakers

Play 3 and Play 5 Disconnects from WiFi

I have a Play Bar, Play 1s and Subwoofer in one room, a beam in another and a Play 3 and Play 5 in two other rooms.The issue is when I come to use the Play 3 and 5 they have to be reset (off and on) to connect to the wifi, whereas the beam maintains its wifi connection. The bar is literally always on (used with the TV).Any reason why I have to unplug the Play 3 and 5 before I can use them?Once restarted they work fine.

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Corry P
3 years ago
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dpmcContributor I
posted in Speakers

Can't connect Play:1 speaker to wifi

We got a new router, and have followed ALL instructions (connected by ethernet and got them working) but they refuse to setup wirelessly - My phone tries to connect to the temp SONOS wifi, but next step fails - they can’t be seen on it… and there are no clear instructions anywhere for what to do.  Before I sell them and never use Sonos again, would really appreciate some help, thanks in advance

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106rallye
3 years ago
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CasperBContributor I
asked in Speakers

How to debug suspected defective Play:1?

Hi all,I suspect that one of my Play:1 devices is (and always has been) defective but I am struggling to find a way to confirm or debug this. The device is always visible on the IP:1400/support/review network matrix table and all devices are green. But in the S2 app the device regularly goes missing for minutes or days.It was initially part of a stereo pair with another Play:1 in the living room and caused regular problems during playback. It just dropped off and then some time later came back on again, or not at all. I have reset the device many times and removed and added it to the Sonos system many times. No effect.So recently I swapped it with another Play:1 in the kitchen. Now the drop out problem is in the kitchen. When grouping the Kitchen and Living together in S2, playing from the Spotify app is nearly impossible (also in the old configuration btw). The group Living+Kitchen seems to get messed up if one device drops.I think this is a defective Play:1. But I have run out of opt

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106rallye
3 years ago
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DJAinCLEContributor I
asked in Speakers

Play:5 (Gen 2) says needs update but won't update

I have a Sonos system with various Connect, Connect Amp, Play:5, and Sub components. It has worked fine for several years including various updates of all components along the way. Suddenly the Play:5 said it needed an update, but that update has failed dozens of times. I have tried hardwiring, factory resetting, uninstalling Sonos app (Android Sonos 2), unplugging all other components and trying to add the Play:5 as its own new system, etc. Nothing has worked to let me update that Play:5 or add it into my existing or a new system. Any ideas?

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D
3 years ago
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scirvine001Contributor I
asked in Speakers

Wired network but getting audio drop outs

Hi, I have 3 play 1’s and a connect connected to my tv in the lounge, all 4 devices are connected via CAT5 cables which run to my 48port Netgear Gigabit switch, I have over 100mbps internet and still I’m getting drop outs, I have listened to the audio on each speaker and it seems fine but I can’t work out which one is at fault, can anyone help? I’m not very tech minded. many thanks

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Corry P
3 years ago
miketyler
miketylerContributor II
asked in Speakers

Problems with 5 and Play:5 after upgrade to S2

Hello all -Long time Sonos fan here, LOVE the product. Have been running mutiple devices and speakers with S1 for several years with few issues. I recently bought a 2nd gen Play:5 and 5 speakers and decided it was time to move to S2 knowing I’d need to re-setup S1 to retain control of my older devices.The upgrade went “text book” with no issues. All 4 compatible devices were found and I was excited to finally move forward to S2. However once upgraded I find that the Play:5 and 5 wont or only intermittently will stream audio service (Sonos Radio). Both speaker devices are seen in the app. Communication seems ok as the local controls on them respond in the app. The Connect: Amp seems to work reliably. I normally group these and tried ungrouping but mostly wont output any audio.The 2nd gen Play:5 was rock solid on the S1 app so I have to think the issue has to be within the S2 app. Because the devices are present in the app I don’t think the problem is connectivity-related. Hoping I can g

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miketyler
3 years ago
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KlementinoContributor II
posted in Speakers

Rear speakers sometimes crackle or cut out

Hi,I’ve had several different speakers as rearspeakers for my Playbase (which is wired). It started out with Play:1’s, followed by Symfonisk bookshelf speakers. I havent had any issues with these.For the past couple of months I’ve used a set of Play:5 gen2’s as rears. Lately they have been crackling from time to time and sometimes cut out. The cutting out is very rare, but a bit of a crackle here and here is more common. I’ve sent a diagnostic within a minute from it occurring. It actually occurred when sending diagnosis as wel. The number is 254768390. Any idea what could be wrong?

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Corry P
3 years ago
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User961352Contributor I
asked in Speakers

IKEA Tradfri gateway - Remote Control - very slow with Play:1 and Play:3

Hello Sonos team,I just bought to my Sonos eco-system remote controls from IKEA: - correctly setup Tradfri gateway - setup SYMFONISK Sound remote for Living room (Port device) - works perfectly - setup second SYMFONISK Sound remote for kids room (2xPlay:3) - and I found out, that it is really “sluggy” - it responds after 1-3 secs, also volume control steps are really badI also found same issue when controlling devices via iOS app “IKEA Home smart”: - when controlling new devices - Sonos Port / Sonos One - it reacts immediatelly - also volume changes (from 10% to 60%) is done in one step immediately- but when controlling old devices - Sonos Play:1 / Play:3 - it is “sluggy” - volume change (from 10% to 60%) is done in several steps and with delay after each step… every control step is really pain.Is this normal ? Do old devices miss some feature ?I am really disapointed 

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Airgetlam
3 years ago
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Brian TorkelsonContributor I
posted in Speakers

Constant problems with a Play 1

I’ve been using Sonos for 10+ years. However the product has gone downhill lately. Currently, I’m having problems with a specific Play 1. It constantly keeps having an issue and then causing music to stop in all the zones. When I try to restart the music or even remove the Kitchen from the group, the controller says “Unable to connect to Sonos product”Any idea what is causing this?No updates recentlyNo changes to system setupTried rebooting but it keeps happeningUsually comes back online after 5 minutes or so  

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B
3 years ago
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WoodlandkContributor I
asked in Speakers

Speakers no longer connect wirelessly

My Sonos speakers have recently developed a frustrating behaviour, made worse after a Wi-Fi network change.  My Sonos app will no longer find my speakers wirelessly stating ‘unable to connect to Sonos’. So I follow the instructions to setup the wireless network - and all speakers show when I set up a wired connection. But following a successful wireless  setup, the speakers immediately drop off the app when I disconnect the wired connection. This is repeatable behaviour. I have also deleted the old Wi-Fi network from my system configuration.  I have 2 Play3 speakers, Soundbar and all updated software afaik. I’m running the latest Sonos app on up to date iOS.  Can anybody help please leaving a speaker by the router isn’t ideal. Thanks. 

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Corry P
3 years ago
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KeithusContributor I
asked in Speakers

WiFi password not recognised

Hi community, I have a Sonos play 5 2nd gen and a Sonos play 1. I changed my wifi provider and password and now it won’t connect unless connected to the router with Ethernet. Has anyone found the solution to this as I see it’s a common problem, if not, can someone sent me the European number to contact Sonos? thanks.

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Xander P
3 years ago
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ss1234Contributor I
posted in Speakers

Audio cutting out on Play 3

Recently, my Kitchen Sonos Play 3 has been breaking up whilst playing music. The other day, it was grouped with my Living Room Connect. They were both playing music working perfectly, and then the Kitchen speaker started to stutter and the audio cut off completely. About 30 seconds later it began playing again, in sync with the Living Room speaker. Just now, the Kitchen speaker started to break up again. I have submitted a diagnostic report 963986265. Please note the speaker has been operating perfectly normally in this location for years. Please advise on how to fix this. Thank you

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S
3 years ago
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Smack DaddyContributor I
asked in Speakers

Sonos play 5 does not work at all

Just a heads up, I am already annoyed/extremely frustrated with this product so please don’t hit me with any canned responses or weak-sauce answers! I purchased the Sonos play 5 (I think it’s a gen 2) a while back and attempted to connect it to my existing sonos beam and other sonos speaker (can’t remember if it’s a play 1 or play 3) and my sonos bridge, I am told that my Play 5 is incompatible with my existing products:I have tired both the G1 and the G2 app.I tired ethernet direct connection.I tried a line in connnection directly to my PCI have even tried a line in connection from one speaker (which still functions) to my Play 5Nothing is working. I would honestly like to know how can you sell a product for $500 when it is functionally broken straight out of the box??Please help me with either direct answers and help, your phone lines are closed on the weekend!

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G
3 years ago
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runemaagensenContributor I
asked in Speakers

Kan ikke tilføje Play 1 til S1 appen

Min 2 play1 skulle opdatere med kunne ikke finde ud af det.Sonos S1 app'en beder om at blive opdateret, men der er ikke nogen nyere opdatering i Play Butik.Nu har jeg 1 Play1 som ikke kan tilføjes til app'en fordi S1 beder om en opdatering som ikke eksisterer, før man blot kan forsøge at tilføje højtaleren.

1
Ken_Griffiths
3 years ago
B
BrantlbdContributor I
asked in Speakers

Play 5 Gen 2 starts playing twice a day

I have a play five that turns on with no external inout twice a day. Typically between 11:30am-12:00pm and 4:30pm-6:00pm. I have no alarms set and have disconnected all hubs (echo and wink) from the system and the issue persists. The only Sonos controllers are on my phone and my wife’s phone and neither of us are issuing the command to play. There is an extremely low possibility that someone else is inadvertently controlling my system because I have changed my Wifi password and the fact that it happens at the same times consistently every day. I have spoken to sonos support via phone with out much resolution. I have also done a factory reset on the speaker and added it back to a different room to rule out any routines turning it on mistakenly. I also don’t have any routines with any other smart items in my house scheduled for those time ranges. Any suggestions?

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Corry P
3 years ago
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C osborneContributor I
asked in Speakers

Sonos Play 5 disconnected from WiFi

I have attempted to reconnect my gen 2 Sonos 5 in every way that I can see on the suggestions. Powered of internet, connected to Ethernet cable etc. The speaker has been in the same location for months with daily use and just became unpaired with another Sonos 5. Will work after connecting to Ethernet and then unhook But only if sitting right next to Router. Diagnostic code. 827664053

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Corry P
3 years ago
E
edmacdonaldAvid Contributor I
posted in Speakers

Play:5 clicking sound when grouped

I have 3 play 5’s. When grouped, I hear a clicking/static/bubbling sound.  The volume of the clicking is unaffected by the volume of the music.  It only happens when grouped, and it doesn’t matter which ones or how many are grouped.   When streaming cbc radio, the sound cycles 5 seconds on, 5 seconds off, like a clock.  When streaming Spotify, it seems to be constant. When streaming RadioParadise’s 128kb channel the sound is constant, when I switch to RP-Flac the sound gets louder and takes on a different pattern.  If I change the rooms in the group, the sound gets louder and steady for a few seconds, then fast pulse for a few, and finally gets a little quieter and steady.I haven’t found any source that does not make the sound when grouped.  I haven’t found any source that makes the sound when not grouped.I saw one post from several years ago by @kithas that seems like the same thing but there was no resolution.It seems likely that this is somehow related to data buffering and synchron

2
E
3 years ago
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slaphappyContributor I
posted in Speakers

Play:5 (Gen 2) Network Dead?

I have a Play:5 (Gen 2) which does not connect via wifi or ethernet cable. Tried literally everything to connect and it is DOA.What are my options? I would switch it to line-in auto play but you have to have a network connection unless there is a way to “log” into it and set it?I’m assuming it is $500 trash brick, but thought I would ask. 

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A
3 years ago
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BobblejContributor I
asked in Speakers

Play 3 stopped working

Last weekend I lost my play 3 off of my Sonos device list. Tried rebooting, turning it off and on, have now connected it by Ethernet cable to the router still nothing. The app will recognise it, it chimes and I press the play button and then it fails…...help? 

1
G
3 years ago
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Woody1976Contributor I
asked in Speakers

Sonos Play 1 and Play 3 not connecting to Sonos app, but fine in Spotify?

Hi, I have noticed drop out through Spotify recently and now i cannot connect to the speakers via the sonos app, although they still appear in the spotify app and can play music through them.No changes on wifi apart from adding a powerline extender to improve wifi in living room for sky tv box and smart tv.

1
G
3 years ago
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