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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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4477 Topics
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UnhappyCustomerContributor I
asked in Speakers
Era 300 Bluetooth doesn't work with occasional dropouts

I’m having trouble with my Era 300 speaker. The Bluetooth cuts out periodically when connected to Android (Pixel 8). It doesn’t appear to happen with iOS (though I’ve not tried it very long with an iPhone). I’ve tried rebooting and pairing again. It happens with AAC and SBC.The support line says an estimated wait of 85 minutes. No way am I waiting that long!I sent diagnostics with the number 1285931875.If I can’t get this solved soon I’ll have to return the speaker.

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3 months ago
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mattdchambers2Contributor I
asked in Speakers
Sonos plays in wrong room

Ever since the new update, the Sonos keeps playing in the wrong room and jumping in between rooms any time I try to change it. Is this a known issue? I use these speakers for our business, so they’re about to go in the trash

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3 months ago
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NotHappyCustomerContributor I
asked in Speakers
money back guarantee

If I knew how bad the customer service was at Sonos I would have never purchased a single product. One of my speakers disconnects every morning and it’s impossible to get a hold of tech support to get help. I want a refund for all my products. How do I get support?

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3 months ago
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GarnoBirdContributor I
asked in Speakers
Hiding Output of Sonos Amp

Hello -I love the new app!Ive always wondered since I bought my Sonos Amp - is it possible to Hide the Amp in my output choices? I only use my Amp as an input for our old turntable, and don’t have anything hooked up to the output (no external speakers).Is it possible to hide the Amp Output? Then I could click the “Everywhere” setting when selecting output instead of clicking each of my speakers individually. thank you much!-Garnet 

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3 months ago
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JackschumannContributor I
posted in Speakers
flashing green light

Cannot connect to my phone with the green light flashing.

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3 months ago
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x-007Contributor I
asked in Speakers
Sonos One Not completing software update

New to me Sonos One - completed a factory reset - sonos app finds the speaker & asks if i want to connect - Proceed with connection and the app says that a software update must be completed in order to proceed.  Successfully initiate the upgrade but it never completes.  I have let it run for over 24 hours.  I have re-booted my modem, my souter and completed another factory reset and got the same outcome.  SONOS Cust Serv (after waiting 90 mins to connect - that should tell you something - has me do it all again and surprise - same outcome ) conclude that the issue is my EERO Router and extenders.  Interesting - I have 8 other speakers that work perfectly well on my network.  Sonos you can’t have it both ways.  

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3 months ago
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shonasdaddyEnthusiast I
asked in Speakers
4 devices with inet6 addr: dropping RX packets

Hi,I've searched the forums and google but cant seem to find the answer.I have 5 speakers on my network that are loosing some RX packets. 2 x beams and 3 x play 1s. I can see a pattern between these speakers and the rest of my system but I don't know if it related to the packet loss. The 5 speakers all have inet6 addr: in both eth0 (WAN interface) and br0 (LAN bridge), and WM: 0 but no OTP: at the bottom of the list in the Sonos Controller About My system menu.The packet loss is mostly on br0 LAN bridge for all the problem speakers.  running /sbin/ifconfigbr0 Link encap:Ethernet HWaddr 94:9F:3E:72:E8:7A inet addr:192.168.1.17 Bcast:192.168.1.255 Mask:255.255.255.0 inet6 addr: fe80::969f:3eff:fe72:e87a%1995899440/64 Scope:Link UP BROADCAST RUNNING MULTICAST MTU:1500 Metric:1 RX packets:505413 errors:0 dropped:421 overruns:0 frame:0 TX packets:16141 errors:0 dropped:0 overruns:0 carrier:0 collisions:0 txqueuelen:0

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3 months ago
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aleformusicContributor I
asked in Speakers
play:3 connects to ethernet but doesn’t connect to wifi

Hello,I’ve recently changed router.I’ve managed to reconnect my Play:3 with an Ethernet cable, so the software update but I’m not able to connect it via wi-fi. On the Sonos app, the Netowrk section is blank and the so-Fi section says wi-fi unavailable.I have to move my Play 3 far from the router so I need it to be disconnected from the Ethernet cable and connect it via wi-fi.can you please help?thanks

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3 months ago
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JPPadreContributor I
asked in Speakers
Sonos app update

Hi. my Sonos app recently updated. I used to be able to disconnect my music from the Sonos SL speaker via the app. This would stop the music. Since the update this week, I can’t find anywhere on the app to disconnect the music. Is there a way to do this? Thanks.

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3 months ago
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Raymond AnthonyContributor I
asked in Speakers
wireless network

I can not connect one of my five speakers to my internet.  It happens to be a new speaker bought separately from the other original speaker 

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3 months ago
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PsychopanoContributor I
asked in Speakers
connecting speakers to iPhone

Can you connect Sonos SL via Bluetooth without WiFi?

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3 months ago
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MadsballingContributor I
asked in Speakers
i can not serch for songs etc

I can not search for a song on my iPhone after the update. I can go to diretly to spotify and find a playlist, but i can search for anything, not song album singer etc. The system works with my husbands android phone 

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3 months ago
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Peter ScheersContributor I
asked in Speakers
Connecting sonos move to wifi

My Sonos move doesn’t register to the wifi. I already started the system again and resetted the wifi.

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3 months ago
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BobD-5-23-24Contributor I
asked in Speakers
Roam SL Speaker Does not connect

I setup a new Sonos system about a month ago and it was easy and works great.  I have 5 OneSL speakers, 2 Beams and 3 Roam SL speakers. I just purchased 2 more Roam SL speakers yesterday and they won’t connect to my system. The app sees them during setup and then says it fails.  I’ve been reading that it might be the new app. I did the original setup with the old version of the app and can’t add these 2 speakers with the new app.  Any advice ?

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3 months ago
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PitschContributor I
asked in Speakers
Cannot connet anymore to S3 and Sub

Sono does not find my speakers anymore.Its is S3 and Sub. What to do?Thanks, Pitsch

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3 months ago
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ZeokoContributor I
asked in Speakers
Sonos 5 and oneDrive

Looking to get a Sonos five. Can I play audio files on my OneDrive? I usually just click the file and it plays on my portable speaker via Bluetooth. I understand Five doesn't have Bluetooth. What changed I would need to do with Five?

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3 months ago
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AmdoContributor I
asked in Speakers
play1

Guys how i can Conecct the play1 With my Sonos App ?

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3 months ago
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FletchaaaaaaaContributor I
asked in Speakers
one sl not playing

My One Sl is visible in the app but will not play- I just get ‘Something went wrong’….this was after upgrading the app.beam and surrounds in another room are all fine!Any ideas?

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3 months ago
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DannythefoxContributor I
asked in Speakers
since the new update the volume control is very difficult sometimes it does not even work

 Since the last app update volume control is very difficult sometimes it does not even work

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3 months ago
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DucoboyContributor I
asked in Speakers
geknetter in een van de twee one sl boxen

Wat moet ik doen aan een one sl box die op onverwachte momenten een vreselijk knetter geluid produceert?Moderator edit:Google Translate-What should I do about a One SL box that produces a terrible crackling sound at unexpected times?

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3 months ago
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Jpn712Contributor I
asked in Speakers
Is there a way to downgrade products now they kindly removed the function from the apps?

There’s no longer an option on either app to downgrade products.  SOIs there a place I can download the old app (on any platform) so i can use the downgrade function?ORIs there another way to downgrade the Play:3s bypassing the app altogether? Thanks 

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3 months ago
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mrrfsavageContributor I
asked in Speakers
sleep mode

Do anyone know what happen to sleep mode on sonos app?

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3 months ago
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WarmongeringContributor I
asked in Speakers
chargeback to sonos?

Maybe if we all chargeback Sonos for a failed product it will get their attention? Feels like a non resolving problem and half my system is broken. things were working great then the update caused things to disappear and require to be registered again. And of course you can’t…  Useless support and useless ceo.  

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3 months ago
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TucsonKevContributor I
asked in Speakers
how do i wake up my era 100 speaker

I got two new era 100 speakers and it was a real bear trying to get them to even hook to my Wi-Fi. Some of that was due to my Wi-Fi. When I got that fixed, in about another 30 minutes l, I worked my way through the incredibly feeble Sonos app and got both of my speakers linked and working. We listen to music for a while perfectly. That was last night. I just went to turn them back on today and only one of my speakers shows in the app. The other speaker will not show any lights or make any noise. I have tried unplugging it and powering it back. Nothing. Nothing has changed since last night. It's like it's either dead or it's asleep and I don't know how to wake it up. Can I get some suggestions on where to start looking for this problem. I've only had these speakers 2 days and I'm already tired of looking for problems. Thank you for your help.

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3 months ago
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VirginievdvgContributor I
asked in Speakers
impossible de connecter sonos au réseau tpblink deco

Je viens de changer de répartiteur wifi et je ne parviens plus à connecter les symfonisk dans Sonos  Moderator edit:Google Translate-I just changed my wifi splitter and I can no longer connect the Symfonisks in Sonos

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3 months ago
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