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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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4475 Topics
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rounder09Contributor I
asked in Speakers
Trying to add new play 1's to an S1 setup

I’m hitting so many issues it’s tough to identify which path was the closest to success.I have spent several hours with chat agents, who gave up and told me to call in. I’ve been on hold for 45 minutes… and then the call dropped. I’m back on hold again. Super unhappy with how complex Sonos has made this setup….For example, case 1On a fresh install, SOMETIMEs I can get the speaker connected to my Wi-Fi, but the Sonos app (not the S1 app) gets stuck adding the Speaker to a room. The app just hangs on this screen. If I hard close the app, despite the speaker having a solid White LED… I can’t see it being connected anywhere in the app… so I have to start the install againCase 2often on installs the Wi-Fi won’t connect propoerly. If I hard wire, I then see a message “Software update required”. When I try and do that it says I need top Sign in as the System owner I bought these speakers used… is it possible they are still associated with a past user? Any other ideas as to why I’m seeing this

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4 months ago
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WalmanContributor I
asked in Speakers
Play 3 speaker missing from my system after latest software update

Play 3 speaker missing from my system after latest software update and it wont allow me to add it.Is this a ploy by by SONOS to get me to upgrade to a more recent speaker?

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4 months ago
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Tony a55Contributor I
asked in Speakers
new app update ios

Hi updated the app today and it has lost both my devices Play 3 and Boost.can you help Tony

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4 months ago
Edward R
Edward RRetired Sonos Staff
published in Speakers
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 the assumption that you already have one or more Sonos products and are simply adding onto that system. If your setup is brand new and this is your first device, please see this article instead: Setting up your Sonos system.If you haven’t run into any problems with the setup but are just unsure how to go about it, see this help article: Add a new Sonos product to an existing system.If you have followed the usual steps with no success, read on… We have assembled a short list of quick tips to try to get your device added in as quickly as possible. Let’s try some of these things first.  Restart the device that has the Sonos app installed on it (we call this the controller device): This can help for many reasons. For example, sometimes, an application running in the background can interfere with devices on your home WiFi network. Unplug your router fo

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Edward R
4 years ago
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archstone2780Contributor I
asked in Speakers
Sonos Play:1 Connection problems

I am trying to connect the play 1 speaker but its not easy. i thought i got it but it told me to update. i am updating and it says “this will take several minutes” but it has been almost an hour.

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4 months ago
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CredgettContributor I
asked in Speakers
Unable to add Play 1 to Sonos System after App Update

After the app update I was having issues with my system just not working at all. I ended up factory resetting my Play 1. Now the rest of my system is working fine, but when I try and add my Play 1, it isn’t able to find it.

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4 months ago
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FailixContributor I
asked in Speakers
can not configure era 300

I have a running system with two One and one Move. Now I bought an era 300 and tried to configure it to my system. It works until I need to press the two buttons after syncing my mic to the sound of the box. Unfortunately it says something went wrong and I need to register the box to my account, or I need to download the updates (which also do not work) and I can press „correct“ to retry. I don’t know why it doesn’t work with this single player. Maybe something with the new updated app?Im looking forward for your help. Thanks :) Felix

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4 months ago
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mikemoormanContributor I
asked in Speakers
Dead Play 5.1 - no power LED

I have no power LED on the Play 5.1. I have 124VAC to the bridge rectifier and 170VDC out of the bridge. What would be the next logical place to look? Thanks in advance - Mike

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2 years ago
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TreyB3Contributor I
asked in Speakers
factory reset on pair of Sonos One (Gen 2)

I moved my pair of speakers from one house to another so to add them to my existing system. As they were set up previously the app says I need to do a factory reset. I have tried to do this multiple times with no luck. Why can’t I get the factory reset to work?

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4 months ago
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Griffin DAContributor I
asked in Speakers
product registration

We have a Sonos system with four One SL. We have been experiencing lots of trouble with our system. Today after rebooting,  he king for updates and several hours dedicated to this we finally have three of our speakers working. The last one has to be factory reset and added.  When we added it to the system the name “Looksey” we had given the speaker was found and the speaker added. Yet it has an error message that the product isn’t registered. The link to “fix it” does not respond in any way. 

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4 months ago
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SealockContributor I
asked in Speakers
Sonos Arc - Apple TV

Why is my TV sound so much lower than the music. I have Apple TV connected via HDMI to the arc. I also lose the connection when I first open. Doesn’t seem consistent in surroundsound. Any suggestions are greatly appreciated.

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4 months ago
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torroContributor I
asked in Speakers
Play 3 solid white light REPAIR

Hi @ all, I got a play 3 with a solid white light. Can´t reset, tried a lot of guides, i just can´t get it to work.  powersupply is good, a replacement keypad shows the same white light…When connected to LAN, the S1 app finds something, but it won´t go through the final steps.i repaired a lot of sonos speakers, mostly powersupply issues and some amp-things in 5 gen1, so challenge accepted :-) There is a company in europe, that repairs sonos speakers. In their “successfull-repair-list” they mention the solid white light. so it can´t be THAT difficult. 🤔 Has anyone found that failure on the logic board? Many thanks in advance! PS: i know warranty is gone when the speaker is opened Greetz from Germany, Flo

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1 year ago
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Enty64Contributor I
asked in Speakers
Play:3 and connect:amp not recognised

Helloi have two play:3 and two connect:amp non of which are recognised by the app. I have done factory resets and connected by Ethernet etc but the app doesn’t see them.i also have a move and a roam which are ok, so it seems to me as though the age of the products has something to do with it.please advise.

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4 months ago
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Shanua1856Contributor I
asked in Speakers
Arc Dropping Spotify

My Arc keeps intermittently dropping Spotify signal, it works fine with TV signal. Google wifi pucks nearby with great speed and connection.I had two Ones as surrounds with the Arc and when they were configured together all three would drop out. I disconnected them from the Arc and the Ones work fine, no dropping.The Arc continues to drop Spotify audio.Grabbed a diagnostic code **********Halp please Moderator edit: diagnostic number recorded and removed (identifying information)

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4 months ago
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DWRMD1957Contributor II
asked in Speakers
New App. control music from device other than device it was initiated from

New App on all devices. Started music in usual fashion from iPad. Tried to stop music from iPhone also running new app. This was easy with previous app. Do not see the list of devices and combinations currently playing. I see the music I have playing, but the play >  icon is visible as if music is not playing, not the pause/stop || icon. Attempting to deselect speakers playing from that second device gives me a no output selected error message then resumes playing. Is this a bug or have they hidden a once easy and essential platform function?

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4 months ago
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darrenbrill1985Contributor I
asked in Speakers
connection is * * joke pls help

Hi.this speaker has always been a * to connect to but since this new poxy update its been even more of a * it will not connect at all...pls help or I'm gonna throw this * * in the binModerator Note: Modified in accordance with the Community Code of Conduct.* 

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4 months ago
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CDCMContributor I
asked in Speakers
new app not connecting to television

We did the new app install, we are unable to connect to television. When it appears we’ve connected, there is no sound coming from speakers. We use three different, I’m not sure if they’re call receivers or amps, with prior app we could play Spotify out of one and the TV out of others at same time. Now it appears everything loops back to music. Did the 75 minute wait for the 5 minute call that said “issue has been noted and forwarded”. Any suggestions?

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4 months ago
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CCC1Contributor I
posted in Speakers
New App appears to be problematic

Just installed the updated/new app and my ARC and app no longer work. 

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4 months ago
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AlwenluniContributor I
asked in Speakers
arc connection issue

I can not re connect my Arc

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4 months ago
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CyranooContributor I
posted in Speakers
Play:5 Gen 1, repair dead high and medium loudspeakers.

Hello,I had one medium and one high not working.Bass/lower and another high and medium ok.No visual culprit on the board.All power bus ok.My fix was to replace electrolytic capacitors ahead of the connector.In case it may help…  

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1 year ago
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EnzooooooContributor I
asked in Speakers
supprimer un produit

Bonjour, j'ai acheté 2 enceintes, dont une était destiné à quelqu'un d'autres.J'ai voulu la tester en créant un compte pour les 2 enceintes.Cependant je voudrai supprimer l'enceinte "cadre SYNFONISK" pour que l'autre personne puisse la récupérer et l'utiliser sans moiCependant je ne vois aucun endroit où supprimer l'enceinte de mon système.Comment faire ? Moderator edit:Google Translate- Hello, I bought 2 speakers, one of which was intended for someone else.I wanted to test it by creating an account for the 2 speakers.However, I would like to remove the "SYNFONISK frame" speaker so that the other person can recover it and use it without meHowever I don't see anywhere to remove the speaker from my system.How to do ?

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4 months ago
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Alex WalworthContributor I
asked in Speakers
Roam thinks no music is playing when asking to stop playing music

Interesting issue this morning.... I was about to leave the house and used the Sonos voice assistant to ask the Sonos roam to stop playing music. Got the error beep and it kept playing, asked again and got the voice response of no music is playing. Here's a video to the problem : https://photos.app.goo.gl/AL9RGy1TDbNiewjJ6 Also here's a screenshot of the Sonos app showing that music is playing in the kitchen: 

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4 months ago
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Elly70Contributor I
asked in Speakers
sonos beam

Ik wil de Sonos beam als speaker gebruiken voor Google nest hub. Kan dat en hoe doe ik dat? Moderator Note -Translation by Google:I want to use the Sonos beam as a speaker for Google nest hub. Is that possible and how do I do that?

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4 months ago
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PvD2022Contributor I
posted in Speakers
REPAIR of Play 5 gen 2 no power after switching part

IMPORTANT: my question is about the GEN 2 not GEN 1. Primary part is ok, 315 VDC is president but secondary I have only 2.4 volt instead of 24 volt and measuring the feedback opto coupler it tries to switch on and falls off. Any suggestions or schematics are helpful. 

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1 year ago
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MW72Contributor I
asked in Speakers
the sonos app update

All my speakers will not connect anymore.My speakers will not be added to my account.Why?

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4 months ago
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