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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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4645 Topics
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Pietje PukTrending Lyricist I
posted in Speakers
Fix for Sonos Play:5 with very low volume

Hello Forum,I just fixed a play 5 which was having very low sound at max volume settings. Scanning through the forum I see many other posts but no fix. The issue is not the amp but the fact that the 24V for the amp stage is not triggered when you select "play". There is a mosfet (Q27621) switching the 24V power to the amp stage. This mosfet could be dead or, like in my case, the signal feeding the gate of this mosfet not getting applied. There is a small circuitry near the mosfet, tracing this back leads to the large CPU board  connector. Just before reaching the connector there is a 10kOhm resistor (R27835) which was dead in my case. I replaced it by an "old fashion" one which can take some more power. I hope this will help some folks to give their Play 5 a 2nd life. Good luck! 

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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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3 years ago
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ss1234Trending Lyricist II
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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3 years ago
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KalamdiContributor I
asked in Speakers
play 5 gen 1 not working w/ s1 nor s2 apps

Hello, I’m not able to use my somos play 5 gen 1 after completing all updates of apps and system. S1 can find it as its wired to router but prompts using s2 app. And s2 app not able to see the system. S1 iOS app is v11.2.5S2 iOS app is v12.2.7both iOS apps can see the play 5 gen 1, but each one highlights the other app to use it but none can supervise it. My other Sonos play3 and One working fine with S2. 

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Ken_Griffiths
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.

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Ken_Griffiths
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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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

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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? 

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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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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.

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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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juanfbaronContributor I
asked in Speakers
Sonos + Apple Watch + Apple Music

This bug is driving me crazy. At our home, my wife and I have each a number of apple devices (MacBook, iPads, iPhones) and we also share a Sonos Play 5 + Sub. I got an Apple Watch for christmas and just recently noticed a bug when someone is using Sonos with AirPlay where the watch goes crazy. It be comes unusable. I contacted Apple and they said the issue is with Sonos. Link to YouTube video Any idea how to fix this? Sonos is up to date. Tried restarting Apple Watch and nothing.  

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3 years ago
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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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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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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
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panhalContributor I
asked in Speakers
Sonos Play:5 disappeared from Sonos system and cannot get it back with Wireless Setup (password incorrect)

Hello, My Sonos play:5 device dissapeared overnight from my Sonos system. I also own a play:1 device which operates normally. I tried using an Ethernet cable and Play:5 has been brought back. However, with the Ethernet cable connected to the Play:5 I am unable to connect it to the Wifi as the error "Incorrect Password" keeps showing up. (System > Network > Wireless Setup > ‘chosing my home network verification fails with Password incorrect’)Just to note:I am definitely keying in the correct password. I never changed any settings on my router My router 802.11 mode is mixed 802.11b/g/nAlso tried:Changing my home network router password. Factory reset to my Play:5 as suggested in other topicsAny clues of what to do next?Thanks ​​​​​​​  

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Xander P
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
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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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
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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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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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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3 years ago
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