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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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3011 Topics

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Jeremy HobbsTrending Lyricist I
posted in Speakers

Stuck with Old Device in S2 App

Hello - wondering if someone on the forums could help me. I have been a Sonos customer since 2009 and have accumulated a number of devices that are incompatible with the S2 app. I have been happily continuing on with using the S1 app until I recently ordered a new Five and regrettably, failed to memorize the extensive list of caveats and gotchas associated with trying to buy a new Sonos product (otherwise I would have remembered not to buy any more Sonos products).Long story short, I reluctantly decided to split my Sonos system into two, removing my legacy products and settling on use of S2 for the newer stuff. Having removed them all from my system, I powered down my S5s while I attempted to sell them. Since that time, the S2 system has been working fine.Today I successfully sold the S5s and powered them up to perform a factory reset before handing them off to the buyer.When I got home, I went to fire up my S2 system and found to my surprise that those S5s are now listed in my S2 app

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J
3 years ago
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Dusty1971Contributor I
asked in Speakers

Sonos network connection

Hi so I have an existing Sonos system in my house but have now an annex in garden that is out of range for my existing WiFi.  I have installed a Cat 5 data cable to a new router in the annex from my existing router In the house.  How do I make Sonos 1s work on the new network in the annex. I just keep getting network not found.  It’s like I need two apps   1 for the garden and 1 for the annex   How do I get round this. help appreciated  

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C
3 years ago
SoundMan236
SoundMan236Contributor I
asked in Speakers

Connecting Play 5 Gen 1 to S2 system

How can I connect my Gen 1 Play 5 to the S2 system with my other speakers? I’m looking to have them all play the same music or source.

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SoundMan236
3 years ago
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julianchesserContributor I
asked in Speakers

Cannot connect Sonos Play:5 to WiFi

After switching to S2, and despite factory reset, reset router, good connection via ethernet, cannot get 5 to operate via wifi. “incorrect password” error despite all other Sonos devices working ok on same password. Please help!! Worked fine on S1. 

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Corry P
3 years ago
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thepaulrissContributor I
asked in Speakers

Sonos Play:5 2nd Gen kicks any device off randomly

I use my Play 5 with my turntable through a pre-amp. My Play 5 randomly kicks any device off. Anyone else have this problem?

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Corry P
3 years ago
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PierroooContributor I
asked in Speakers

Constant flashing white light - voyant blanc clignotant à l’infini

bonjour, mon enceinte sonos play 1 clignotte blanc à l’infini. j’ai essayé tout les moyens que j’ai pu trouver sur internet pour reinitialiser l’enceinte mais rien. avez vous une idée du probleme? je pensais au bouton qui ne fonctionnent plus... merci

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3 years ago
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MaffBContributor II
asked in Speakers

Sonos Play:5 Gen1 no power

I have a fairly old Sonos 5 Gen 1 (and an entire house wired with Sonos - eight roooms with Sonos amps, subs etc.) The 5 shows no power. I have tried multiple leads, fuses, sockets, everything except a defibrillator, but it is totally dead. Rigour mortis is setting in.Looking online it seems that many customers experienced a short life expectancy with 1st Gen Sonos 5’s and some have had their units replaced or received a discount to replace or upgrade. Does anyone have experience of this? 

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M
3 years ago
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eastvanlisaContributor I
asked in Speakers

Play 5 gen 1 not connecting

I’m  having the same issue that other i was reading about on the forum.I have a Sonos Play 5 gen 1 that i can’t connect to my network.  I’ve read the article, and tried all the various suggestions including connecting with an ethernet cable but no luck.I factory reset the speaker and tried to reconnect it.  I can see it but it won’t connect.When i do the ethernet cable option, and hit the two buttons together i get the chime, but that’s as far as it goes.  After that i get the “can’t connect” message.  I have another Play 5 and Play 1 that are working fine.  I just submitted a diagnostic…  Please advise.

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Ken_Griffiths
3 years ago
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Wouterp83Contributor I
asked in Speakers

Connection in China and slow customer support

Hi,I have my Sonos 1, 5 and Move, I`m trying to connect them on my router in China, and nothing is working. I have been trying for about 3 hours, nothing is possible…I send an email to the customer support, but that will take 7 days to be answered…. That`s no help either.… Pretty furstrating.Anyone with these issues and knowing what I need to do (resetting to factory settings,… I tried -I believe- everything already).Thanks in advance,Wouter

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W
3 years ago
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Graham TorranceContributor I
posted in Speakers

Sonos Boost

I have a system that includes a Sonos Five, two Sonos One speakers and a Play One. I set it up around Christmas time and it was running fine. Recently, very occasionally, the speakers are intermittently cutting out. Would a Sonos Boost connected to my router help solve this problem?

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G
3 years ago
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RobinBurnleyContributor I
posted in Speakers

Disappearing Devices

Every day without failure I go up to my bedroom around midnight and my mobile cannot connect to the sonos system. I have a new Play downstairs that sometimes is available but neither the One in the bedroom or kitchen are visible. I reboot my hub that does not work, I reboot my phone that does not work then for no reason its suddenly all okay.  My phone and the Play are 5ghz and the 2 x One are 2ghz could that be an issue? I am very technically savvy but this has stumped me   

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Stanley_4
3 years ago
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swardrawsContributor I
asked in Speakers

Unable to join Sonos WiFi during setup

One of my speaker pairs (Play 5, gen 2) went off line and I am unable to get it back up. I am now at the point where it is saying it needs to join a Sonos Wifi but it is unable to. I don’t recall this being an issue when I originally set up my speaker a few years ago. How can I get it to join the temporary Sonos wifi so I can finish getting this speaker online?  

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Annazel S
3 years ago
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UK2021Contributor I
asked in Speakers

Playbar and new router

I have two play 5s (gen 1), one play 1, a playbar and a sub. I’ve just put in a new WiFi router because of other issues and had to reinstall all my Sonos speakers. All speakers now work but strangely my playbar would only reinstall with an Ethernet connection and a hard reset. It works fine with tv and sub which is the important thing, but once Ethernet cable is removed it does not appear in my app. When cable goes back in it still does not appear. It only appears immediately after a hard reset (holding button down when plugging in and adding as a new product), reinstall and the cable plugged in. It’s as if it can’t connect wirelessly anymore and once the is cable removed the first time it stays invisible to the app (tv still works fine). There were no issues previously. The router has the same password as previously. Any ideas to make it reappear on my app again?! Thanks in advance  

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controlav
3 years ago
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adds21Avid Contributor I
posted in Speakers

Stereo pair out of sync

Diag: 1559091748I’m getting problems with one of my pairs of Play:1s being out of sync with each other.  This has happened a number of times over the last few weeks, and the only fix seams to be to unpair and repair them.  I’ve even switched one of the speakers with one from another room, but the problem has come back.  Currently I’ve sent them up as two different rooms, and just paired them as normal.  Yes, I loose stereo, but at least that might work.Bit of a rant, but I getting a little fed up with Sonos reliabilty issues at the moment.  I have 10 zones, so have been pretty deep in Sonos for over 10 years, but I am geting increasingly tempted to switch to another system, espeically as there are several options these days.  I know that the only think I’ll get back from support is “Theres a lot of interference on your wi-fi, try changing channel”, that’s the go to response. 

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3 years ago
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Hdhgsgsyshbeuzjxvvsuxb3bdhContributor I
asked in Speakers

Cost a fortune and for what?

I have had all 3 of my products linked to my original app for years. My wife left I changed system ownership, put wifi boosters in my house and when I did, randomly, my 3 kept working but my 1 and 5 aren't visible to the app. It doesn't allow wireless setup and I have factory reset both speakers and they still aren't visible. $1100 in stereo equipment that I am learning was designed proprietary to suck a degree it is literally the opposite of user friendly. Suggestions?? I'm thinking firepit at this point...

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Airgetlam
3 years ago
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DanH_57Contributor I
posted in Speakers

Play:5 not connecting -- wired or not

After having problems with my Sonos system, I was able to change the channel on the router (which had been set to auto) and put a different channel for the Sonos system. Since then my one speaker, Play:1 works fine, but I can’t get Play:5 to work. It is not visible in the app on wifi, and even when I connect it to the router, it doesn’t play and is not visible to the app. I have tried without success to do a hardware reset.  Would love some help! thanks! Dan

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D
3 years ago
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stuart campbellContributor I
asked in Speakers

Can't add S1 device to S1 system without upgrading to S2

I have 5 x Play 3 and a Bridge all set to S1. All of them functioning well on an S1 app (Android and iOS).I want to add a 1st Gen Connect to the system (also S1) so I can add my turntable.The ‘Add component’ option in the S1 App settings is greyed out unless I upgrade to S2 - after which the S1 Connect won’t be on the same system.Is there a way to do this correctly and simply so I can have everything on S1 - as it currently is? Thanks

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3 years ago
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LeotrimContributor I
posted in Speakers

Sonos:Play 3 slow to respond

Hi,I have a Sonos Play 3 that i bought a few years ago. I have since i bought it had issues with both the Sonos app and via Spotify being slow to respond. It takes a lot of seconds until it responds. For example:If i increase or decrease the volume it takes near 5-6 seconds until something happens (this is for both the Sonos app and Spotify).  It has annoyed med a lot, but recently it has become so bad that it’s really frustrating and making me question the product. Would be great to get som assistance. Best regards,Leo

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J
3 years ago
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russell_94Contributor I
asked in Speakers

Play:5 Gen 2 Stopped connecting to WiFi

Good Evening,I have a setup in my house of a play:1 Play:3 and Play:5, all of a sudden today the Play:5 stopped playing and did not show on the app, rebooted but nothing. I then connected a Ethernet cable and hey presto it came back to life! But now I cannot get it to connect via Wifi at all, even done a reset and it did not get picked up. I have submitted a diagnostic to sonos support 2093963164 does anyone have anyidea on how to fix? I’ve done all that Is obvious. The other speakers are working fine.

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Simon B
3 years ago
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Jay-JayContributor I
posted in Speakers

Play 3 (1st gen) permanent solid white light

after power cut…play:3 disappeared from control and now has a ‘frozen’ white light. even after last resort factory reset.is there any other solution to this?

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J
3 years ago
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JimmyrjamesContributor I
posted in Speakers

Product not found after router powered off

Hi, I’m hoping someone can help.  Every time I have to reset the router for some reason, (ie a power cut or having to turn off the supply to do some work on the house etc)  all of my sonos products come back on the network and app, except for one. I then have to factory reset this individual speaker (play1) and then reconnect it to the network, sometimes this works, but other times it says product not found and won’t reconnect. The Alexa on this speaker still works and it plays things using voice, but it isn’t anywhere to be seen in the app! I guess this is a network issue, but why is this continually happening, any support would be most grateful, thanks. 

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J
3 years ago
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CamzzzContributor I
posted in Speakers

Can't get my Play One to connect

When it tells me to press the join button one the back of my play one it doesnt work and then it keeps saying it cant find it each time i try to connect it. Ive all ready had it connected 3 times before and now doesnt want to connect at all, ive got 3 other speakers and a boost and their all working fine

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Paul A
3 years ago
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GuacanoeleContributor I
posted in Speakers

Play 1 not appearing on app

Play 1 sitting right next to google nest wifi point will not appear on S2 app unless I go and press main button on play 1 everytime I load up app. WIFI is good in room, all sonos connected to nest WIFI.Any ideas?

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3 years ago
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zestbowContributor I
asked in Speakers

Sonos Play:5 Gen 2 bad WiFi card

I've tried everything that everyone else has tried, but it's just dead. The app finds it and I get up to the point where it tells me it’s switching over to its own wifi connection, then it fails. I’ve tried it a dozen times. I’ve tried directly to the router using two different network cables in case I had a bad one. I’ve rebooted the router, the modem, the unit the phone several times. I’ve deleted the app twice and reloaded it. All my other Sonos devices have no problems.I’ve tried calling support three different times on three different days and each time I was put on hold for over half an hour or longer before they disconnected or hung up on me. I even got up early in the morning (PST) last week hoping to get in a short line but the same thing happens. Put on hold then disconnected. I even tried their chat but it's not working on their site. It's a shame since I’m a partner in an AV company and we have installed hundreds of Sono products but I can’t even get mine to work.it's out o

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Simon B
3 years ago
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SeyiContributor I
asked in Speakers

Faulty speakers - hardware

I️ have a set of Sonos speakers (a Sub and 4 Play 1 speakers) which I️ will like to send in for repairs. The sub and 2 of the Play 1 no longer come on, and I️ suspect this is hardware problem. I️ will like to send these to the service centre for diagnostics and possible repair. Any information on how to go about this is appreciated.

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Stanley_4
3 years ago
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