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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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4443 Topics
W
Wim Van MolContributor I
asked in Speakers
SONOS problems

SONOS installationFIRST HOME BELGIUMBathroom                1 x play 1Gardenroom2x play31 x subLiving room1 x sub,1 x Playbar, connect via cable met TVMy personal music on 1 x NAS (LaCie) in the living room, connected by cable with rooter in living roomSONOS BridgeAddition routerGarageFirst rooterSONOS usageradio via Tunln (internet radio)music via de NAS La-CieSONSOS 1 en SONOS 2 controllers installed on:Portable WINDOWS 102 x IPhone’s 81 x iPathChanged situation since the system no longer worksAdditional “new” router in living room. The distance between the new addition router and      the farthest SONOS PLAY 3’er is max 10 meters         SONOS Bridge, not working any more (control light not burning)Current situation, problems and questionsOnly SONOS 1 PLAY’er is operationalWith  SONOS 2 controller on Portable W,  iPhone’s and iPhat1Only music via TunlnQuestions1)Do I need a SONOS “bridge” ? (2 x SONOS 3 players)                2)A “reset” of all the SONOS players is necessary ?     

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Airgetlam
3 years ago
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n1ckbarnesContributor I
asked in Speakers
Sonos stops when Apple TV is switched on

I have 2 Play:1’s linked to my S2 app. Each Sonos has it’s own Alexa Echo Dot connected to it. Both Sonos speakers work fine normally (a few dropouts/buffering but nothing major).As soon as my Apple TV 4K box is switched on, the audio that is being played on the Sonos speaker stops. If I close the Sonos app and restart it, either the speaker that I was listening to is missing from the Sonos app or the app can’t connect to my Sonos system at all. As soon as Apple TV is switched off, then after a short while, the Sonos app shows the 2 speakers again.I’ve checked the ip addresses of everything connected to my router and they are all unique. I’ve tried making the 3 ip addresses (Sonos and Apple tv) static and rebooting the router but it’s made no difference. Anyone any ideas please?   

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Corry P
3 years ago
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JMRMContributor I
asked in Speakers
Play 5 gen 1

Hola, Mi SONOS Play 5 (Gen 1) no se enciende cuando lo conecto a la corriente eléctrica. Se que no se trata del cable porque el cable si funciona en otro SONOS que tengo. Es un problema del Altavoz.He probado pulsar a la vez los botones Mute y Vol+ y tampoco se enciende.¿Que le ocurre? ¿Que solución tiene?Gracias. Mod edit: Added English translation as this is an English language forum:Hello,My SONOS Play 5 (Gen 1) does not turn on when I connect it to the electrical current. I know it's not about the cable because the cable does work on another SONOS that I have. It's a Speaker problem.I've tried pressing the Mute and Vol + buttons at the same time and it doesn't turn on either.What happens to him? What solution do you have?Thanks.

1
Airgetlam
3 years ago
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TubygameContributor I
asked in Speakers
Sonos Five - Line in audio issue

Dear Sonos Customer Service, I have a Sonos Five, an iPhone 11 Pro, a 3.5 auxiliary cable and an Apple lightning to 3.5 audio adapter. When trying the play music from my phone on the Five via the auxiliary cable and adapter, i am faced with the ultimate disappointment of hearing no sound from my speaker. Is there an update that Sonos can push out to either resolve this issue or begin supporting this method of connectivity? I am not always near available wifi for use and the main buying point for me for this speaker was that it has an in-line port. All products are in great/working condition and both the auxiliary cable and lightning adapter was recently purchased as new from Best Buy. Thank you for any assistance in advance! 

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controlav
3 years ago
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BillsmafiaContributor I
asked in Speakers
sonos 5 wont connect

I have a Sonos 5 generation one that I have used with no problem. I bought the new roam and my Sonos app now finds the roam and plays music just fine but the 5 will not connect at all and says it cant be found. My husband is able to play music through the 5, but he didnt add the roam. Thanks

3
G
3 years ago
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Garry G1Contributor I
asked in Speakers
Unstable wifi?

streaming Deezer using Sonos app on iPad mini. the system is a connect, playbase, and 2 x play 3s. Today the signal to the play 3s has been unstable. Not had a wifi signal problem for sometime. So not sure why system started to play up today.  I have already diagnostic: 2018509983.Any suggestions?

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C
3 years ago
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ShaunBinnyContributor I
posted in Speakers
sonos Play:1 Play:3 & Play:5 grouping

We can no longer connect and group our Play:1, Play:3 and Play:5 systems. It seems really odd that it coincided with me buying the Sonos Roam, which I have to say has been massively difficult to set up and we are also encountering continuing problems with that so I’m likely to send it back. The main problem however, is the fact that my original systems no longer working and nor can I connect to them despite downloading the suggested apps from Sonos. Meaning that I’ve an expensive set up that I can no longer use. Any ideas? Thank you very much.

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J
3 years ago
J
jatouContributor I
posted in Speakers
Sonos alarm not playing

A Sonos Play:1 functions as our alarm clock. About a month ago the sonos does no longer wake us up in the morning. If I push the play button, the music plays, so no WiFi problem here. Apparently your phone needs to be turned on and connected, otherwise the alarm doesn’t function anymore?

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G
3 years ago
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procrastistamperContributor I
posted in Speakers
Sonos WIRED Play1 wouldn't connect: claimed firewall issue

I just wanted to share that I had an issue today with Sonos controller, through my computer app and also the Android app.It started by telling me in the computer app that there was a router/network/firewall change preventing my wired Play1 from connecting. There have been no changes to the router or my computer firewall. Nevertheless, I recycled power on all the network stuff, my Play1, then on my computer, still no joy.I then opened the Android app on my tablet, and it was telling me there was still a network problem. I tried to do the “fix it” option, but it got me nowhere. It was telling me to go reset all the speakers in my house...but it was already showing those speakers as options to connect to, so that seemed unnecessary. I finally unplugged the ethernet cable from the Play1 and plugged it back in. After that, when I opened the Android app and chose the “fix it” option, it noticed that I had unplugged the ethernet, and wanted to walk me through reconnecting to my network.This t

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Corry P
3 years ago
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neveragainsobadContributor I
posted in Speakers
Review of Sonos & Tech Support

The call center technical support agents are not succeeding in providing solutions. We have been on the phone for three hours. There is a loud ringing noise coming from my Sonos Roam, and it only charges up to 60%. The agents on the phone can barely speak English, so it is very difficult to communicate with them, and this results in them getting your phone number wrong for example. So then they say they will call you back and they never call you back. But actually, my phone number was correct, and they just never called me back after we mutually agreed that I would take a video of the loud ringing noise and send it to them, which I did, and then didn’t receive a call back after waiting for 30 minutes. So, I called tech support again and waited 15 minutes whilst forced to listen to sonically disturbing jazz music that I cannot disable; then a woman from another call center answers and we have to repeat the entire process of endless, aimless, futile troubleshooting. She says she will tak

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N
3 years ago
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Adal64Contributor I
posted in Speakers
Sonos Play 5 - Bluetooth Adapter

Hello Sonos Community!I have paired 1 Sonos Play 5 (with line-in) and 1 Sonos One. Sometimes, I would like to stream music via Bluetooth, and I’m wondering if anybody could recommend a suitable adapter.I understand that it should be plugged in the Sonos Play 5 line-in, in which case I would lose the pairing with the Sonos One, correct?Any additional tip?Have a great Sonos’ day!  

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ratty
3 years ago
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AlwaysConfusedContributor I
asked in Speakers
System and groups disconnect when I change the record

Hi, I’ve searched and tried a few things but I keep having this really annoying issue when I change a record.  Complete novice, just got the system so I’m fairly certain there is some setting I am missing that is causing this.I’ve got a play 5 connected to my Audio-Technica LP120 turntable.  I also have a oneSL set up in my living room and when it works, it works great.  But it keeps disconnecting when I change a record.  The 5 will all of a sudden be full blast and the two speakers will be un-grouped and the App will say it can’t find my network.  I’ll have to sit and restart the app multiple times until it decides to find the signal again.I’ve reset the router, checked the wireless connection during it’s “outage” but the App just keeps losing the network. Please help if you can, and thank you.

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A
3 years ago
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rthorContributor I
asked in Speakers
Play 5 gen1 connected but silent

I have two play 5 gen1 and sonos one SL, one of the p5 went silent but is connected.The silent speaker is connected, white light on, volume button and mute works for other paired p5 and it also shows line-in as active when i tried plugging it.I’ve tried factory resetting the speaker, plugging it to ethernet and also switched routers. Any ideas what could be wrong? I’m starting to think it’s hardware related.Thx, Robert ref: 1717545994  

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Corry P
3 years ago
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BoofonContributor I
posted in Speakers
connectivity issues

I have a play one (location bedroom) and a one SL (location living room) that to all intents and purposes worked perfectly other than losing connection with my phone at the extreme points of the home. I moved the play one to a closer bedroom in a central location to stop the above issue, and since then I have a whole host of issues arising from this relocation exercise.The worst problem is that I now cannot use the s2 app at all, I have a constant ‘ghosting’ appearance when in use, and the only use the app allows is the settings cog tab. In this section, the system suggests it only sees the one SL. This is regardless of where I am, the problem exists when my phone is leaning up against the Sonos product - so I don’t think location is the issue.My wife can actually access our Sonos network through her mobile and app, however, once she commences a radio station or chooses something from spotify, she no longer has any connectivity and cannot adjust the volume, change track or even turn th

1
Corry P
3 years ago
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dcarr25Contributor I
posted in Speakers
Sonos Play 1 and 3 stopped working

Hi,My Sonos Play 3 and  3x Sonos Play 1s have all just randomly stopped working. I work in IT, I have a dedicated 2.4Ghz SSID for Sonos to use, all was working fine but randomly on occassions I see one speaker, then two, then none. I have CAT6 around my house and have tried connecting the speakers to this but this has not had the desired effect. When I review my wireless, which is emterprise grade Aruba WiFi I see the devices connected on the SSID. All have a valid IP address. I have no traffic filtering, etc. It just randomly stopped working. I looked in the Google Play store at the S2 app and it seems a common problem. I also have the same problem on my iPhone and iPad. It is incredibly frustrating as nothing changed in my setup. I even tried disconnecting them all and wiring them directly into an enterprise Cisco switch I have that I run my network over and this fails too. My system has been reliable for 5 years plus and has now become completely useless and unstable. Other services

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Ken_Griffiths
3 years ago
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mhoward90Contributor I
asked in Speakers
play 1 will not connect to wifi, even after reset

My sonos play one will not connect to my wifi network at all, even after a hard reset. I have deleted and reinstalled the app, made no difference.  it connects ok via ethernet but connecting via wifi just says unable to connect every time. I need help as i don’t see any other options to get it working

7
Corry P
3 years ago
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OozeContributor I
asked in Speakers
Play:5 gen 1 speaker keeps disconnecting

I have multiple speaker spread around the house. The one in the kitchen keeps disconnecting. Power cycling fixes the issue temporarily but then it disconnects from the Sonos app after a while again. This speaker has worked flawlessly for several years and stood in the same position. Issues started when I swapped to a mesh router, so I suspect network issues. diagnostic: 1609197692

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Corry P
3 years ago
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SpewdogContributor II
asked in Speakers
Sonos Play:1 losing connection

All other speakers are fine, one speaker receives connection was lost to Spotify because wifi was unstable.  it is around 3 meters from wifi ap with strong signal, it’s about 4 m from 2 other Sonos, and the other Sonos all seem to connect via each other to a Sonos play one which is direct connected to network  diagnostics 703065622 

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Corry P
3 years ago
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cjapContributor I
posted in Speakers
S1 Android app not playing any streaming service to Play 1 since recent app update via Play Store

Since recent upgrade of S1 app on Android, I can only play S 1 by grouping it with S 5 gen 1. S1 app will not allow any streaming to Play 1 as a stand alone player. It was working fine until recent upgrade. Any clues please? I have rebooted everything, checked network, etc. It definitely feels like a problem since Android S 1 app update. E.g. errors “701, cannot add to queue” on Mixcloud, and “unable to play the radio station” on TuneIn.

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C
3 years ago
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Omar82Contributor I
posted in Speakers
Mesh wifi connected player disappearing and reappearing

I've got 9 devices running happily on sonosnet (S1), and a single Play 5 Gen1 on WiFi in a distant room which sonosnet doesn't reach but which is strongly covered by mesh wifi (Asus AX Zenwifi mini). The WiFi connected device disappears and reappears from the list of devices randomly... it plays absolutely fine when it's there, and there's no problem with the WiFi connectivity on the mesh. The sonos is still shown as a WiFi connected device to the mesh node when it's disappeared. I can re add it each time to speed up the reappearance process, but it's obviously pretty tiresome doing that.Connection report below.... the troublesome device is the one called Storage, and it is about 2 metres away from the mesh node so definitely has a good signal.Any suggestions?Thanks  

5
Corry P
3 years ago
A
arattrayContributor I
asked in Speakers
Play:1 missing in S2 app, visible in Controller App....

Hi,Have been experimenting to try and understand/resolve the nature of this problem but not able to, so need some help if possible!Have 3 x Play:1s, recently noticed that only a single Play:1 was visible in Mobile App (S2 on Android, Samsung S21). However, I have found that all 3 are visible in Controller App on Windows 10.The speaker that was visible was connected to a BT Smart Disc Extender. If I ensure the mobile phone is connected to the Extender, it doesnt have any impact. If I disconnect the Extender, the speaker disappears completely and Sonos reports no active speakers. However, all 3 remain active in Sonos Controller App on Windows 10.If I connect one Speaker to the router directly via Ethernet, with the Extender still turned off, all speakers come up and are visible in both the Controller App and the S2 app on Mobile.If I then remove the Ethernet cable, the speakers remain connected and visible in both apps for a short period but eventually they all disappear from the Sonos S

10
Corry P
3 years ago
T
tkjerulfContributor I
posted in Speakers
Sonos Play:5 gen 2

Hello. Ever since Generation 2 of Sonos 5, my PLAY;5 gen 1, on random Looses the connection to the router.really annoying, since everythin used to work.I tried changing channel to 1,6, and on.https://support.sonos.com/s/article/1219?language=en_US Too bad that a perfectly working system has been broken, because of new prduct updates?or is it just me?appriciated, a few working solutions. (and its not try restart your router… :-) 

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Corry P
3 years ago
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GSTechsContributor I
asked in Speakers
When adding a specific Play:5 (gen2) to system, everything else is removed

I have a simple system using three Play:1 units and two Play:5 (gen2) devices.  I was using the Sonos S1 app on iOS, but after trying to resolve this issue I decided to see if the S2 app would resolve the issue.  Spoiler, it didn’t.The system has been up and running for several years without issue.  Yesterday none of the devices were showing up on the app interface.  I called Sonos support and they helped troubleshoot for about 2 hours, but ultimately laid blame with my ISP router.  They indicated that the problem appeared to be that my router was “converting multicast into unicast”.  So I reached out to my ISP (AT&T) for support and we proceeded to troubleshoot for 5 additional hours with only a tiny bit of success.I gave up and went to sleep and resumed troubleshooting on my own this morning.   I was able to get some of the devices connected to my account again, but one of the Play:5 units gave me trouble.  I reset all the devices back to factory settings and started over.  But t

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Corry P
3 years ago
K
KlausnContributor I
posted in Speakers
2x Sonos Play:1s can't play over WiFi

I also have the problem with 2x Sonos PLay1 can't play together “both” over WiFi.I have 1 connected over WiFi wireless & 1 directly connected wired and it works fine.But both over wirless = WiFi doesn’t work!I seen them both in the ISP modem and they getting both an IP address!I have made some month ago a call to Sonos but still can’t fix the problem because it is a multicast problem. I don’t think that this will the issue.I have plugged 2 Sonos Play1 directly connected wired to the ISP modem behind. But still no luck!Submit support diagnostic: 279263876It makes me mad that I still not can connect 1 Sonos Play1 together and I have spended many times  and effort to find a solution. I have checked the Internet as well, but no luck.How to solve it? 

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Smilja
3 years ago
F
fsamaha11Contributor I
asked in Speakers
Unifi and sonos set up

its been a rough week trying to go through these forums trying to get my Sonos and unifi to play nice. Set up -network unifi dream marine pro. Poe 24 switch. ap ac pro.sonos- arc, sub gen 3, 2 fives, oneto make it easier I am only using the one and 1 five.I reset the sonos app and I can add one of the two speakers to the app but not the other, doesn't matter which I add, second one doesn't link. I downloaded the sonos app on my Mac and was able to add the other speaker but on the app on the phone I can see 5 and on the laptop I can see the one.  if I use spotify I can airplay to both speaker but I can't see them in Sonos Controller app. I have tried many of the unifi suggestions in this forum. Any assistance on how to get my sound system running will be greatly appreciated. I have an ethernet cord going to the one atm. tried a lot of things but can't seem to solve it.  

2
F
3 years ago
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