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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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4094 Topics

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Michelle 70Contributor I
asked in Speakers

sonos arc mounting

Sonos arc system purchased 04/21. Used sonos mounting bracket to install to wall mounted tv.Heard a loud pop and saw that the plastic peg the small spring is attached to broke. Now arc is lopsided hanging from tv. Why a plastic piece in an area of continual stress?  How do I fix this? Without having to buy another $100 mounting bracket for my speaker?

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1 month ago
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bridget0000Contributor I
asked in Speakers

sonos app

since the new app update i can ne longer listen to bbc through my speaker. when i try adding bbc sounds in the sono app it fails on the last screen and says oops something went wrong. have tried switching wifi on and off.

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1 month ago
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ryanmckernanContributor I
posted in Speakers

Feature request - alarm grouping with multiple rooms

I have the alarm in my bedroom set to a radio station. It would be great for this to start at the same time in the kitchen, bathroom etc as I start my morning. ‘Include grouped rooms’ isn’t ideal and they’re sometimes not grouped and they’re out of sync if I create separate alarms for each room. Could this be added to the app?

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1 month ago
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omegafluxxContributor I
asked in Speakers

Sonos Play 1 Update

I have quite an old Sonos Play 1 that I wanted to add back into my system today. After a factory reset on the unit and adding to my system, it won't update so it's useless. The app gives no clues as to why it won't update, but I've done the usual restarted steps. No joy.Can anyone help?

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1 month ago
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HurleybirdContributor I
asked in Speakers

Customer Service - Sonos Roam SL

Why is Customer Service so poor? I have  Sonos Roam SL which was working perfectly until the new app was launched. Now, when I eventually manage to connect it, it plays for about 30 mins and then drops out and it disappears from my system (I have a play 1 and a play 3 that work perfectly). It's just happened again and I have tried yet again to contact customer service. This time the wait time on the phone is over 125 minutes so I tried the chat again (representative's are available). So after answering a few basic questions, it then tells me that no representatives are available and I should ring the helpline. This has happened on MANY occasions. On the 3 times I gave managed to get through to chat, I have been asked to perform an action of som kind and when I return to the chat, surprisingly it's been ended!!I am appalled at the current level of customer service. I have even tried sending an email to the ceo (Patrick Spence) as suggested on the app but unfortunately all I get back is

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1 month ago
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Anthony.Contributor I
asked in Speakers

help

How to connect to wifi

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1 month ago
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divyansh98sharmaContributor I
asked in Speakers

Sonos One SL

I recently got a new One SL in place of my Sonos One.i tried to set it up via my wifi, but each time it is giving me the same error code (see screenshot). 

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1 month ago
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jonnykavContributor I
asked in Speakers

New Sonos 5 will not connect

I cannot connect a new Sonos 5 (Gen2) since the S1 app update. All my old speakers including 1s, soundbar, and sub connect. Also my new Era 100 speaker connects. I have been working on this for 1 month, but the customer support has been absolutely shocking. Call wait times are typically 90 min plus (I don’t have time to wait this long) and web messaging drops out and is ineffective. I have already brought back the original Sonos 5 I bought and got a new one, which also did not solve the problem. Sonos support is unreachable and I cannot bring the device back without a return note from Sonos. Needless to say I am a VERY UNHAPPY customer right now.I have reset router, speaker and tried every other combination to solve the problem. I have also successfully connected 2 Gen1 Sonos 5 speakers over the last month. In short, there is something wrong with the Gen2 Sonos 5 models making them unable to connect to my system.Unless there is a magic fix, can you please contact me to provide a return

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Stanley_4
1 month ago
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OldquayContributor I
posted in Speakers

new ray and s2 updates

Just bought my first Sonos Ray , installed the app(s2) get to the part were Ray is to connect to my Bt hub but  refuses as app needs updated. I have tried but app not updating, no connection it says. How do I get around this problem?Old man aged 68! Help,

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28 days ago
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DaddouContributor I
asked in Speakers

son tele

Bonjour le son de ma playbar fonctionne mais impossible que le son sorte de ma télé , j’ai pourtant paramétrer la sortie « optique «  !!  Moderator Edit: Google Translate- Hello, the sound from my playbar works but it is impossible for the sound to come out of my TV, although I have configured the “optical” output!!

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1 month ago
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OmenDrifterContributor I
posted in Speakers

New App Blows

The new app launched while I was away for a month. First, it takes forever to open, and when it does I get an error message saying product cannot be found. It further says to update network, every single time. Info thru the whole process and sometimes upon giving up and exiting the app, there is my homepage..Almost 10 years of Sonos Bliss is gone to the point I'm about done with Sonos and will NOT recommend until the app is as reliable as the old one.

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1 month ago
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RPRPCContributor I
asked in Speakers

New Wifi

Hi All, I hope someone might be able to help me. I can’t get through to Sonos Support.  Had a new WiFi and Router installed. Connected Sonos with Ethernet. Factory Re set  Finds Product  when I want to add WiFi so can disconnect Ethernet - still coming up with no WiFi on the app.

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1 month ago
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UniqueowenContributor I
asked in Speakers

change wifi network

I changed my WiFi network but could not connect my Sonos one speaker to the new network. I followed the instructions to do a factory reset twice. Both times I was told that the reset had worked and the device was connected to the new network. However, there are on devices recognised in my app. The instructions were to switch the deice off and back in to recognise the device but this did not work. Extremely frustrating! Can anyone help. 

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1 month ago
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Robert T1974Avid Contributor I
asked in Speakers

spotify not playing correctly

Am I the only person who is seriously loosing patience with Sonos. I have a play bar (gen1) a sub and 2 play ones as surrounds. When I try to play a track in the Sonos app from Spotify sometimes it works sometimes it doesn’t. When I try to select a track nothing happens.  Also there are even times the app can’t find my system.  I use an iPhone 14 and an iPad. Happens on both.  I didn’t even think it was possible for a company the size of Sonos to develop a new app that is even worse than the rubbish it already had but it seems to me that Sonos has managed to do exactly that.   

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1 month ago
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Frank1986Contributor I
asked in Speakers

installation use one SL

Hey sonos community,I've encountered several other questions, more or less related to this one.I can't add my third One SL speaker to the app. It is recognized (does the sound PIN thing), but not registered. It stays on unnamed room. It requires an update, but this never succeeds. It gives several error codes (1000, 1001, 1002 among others). Router resets, sonos resets (including factory resets), all without effect. Also tried installing directly wired to router (with ethernet cable) no success. I'm getting really frustrated. Obviously there is nothing wrong with the wifi.If I close the app and restart, it promptly jumps to a mandatory update option, however (to no suprise), this doesn't work. In this case I dont get a error code, it just doesn't work. I can only use the app again after unplugging the faulty one sl speaker.Anybody got any actual sollutions, apart from trying again or resetting this or that?All help is greatly appreciated. Frank

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1 month ago
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MiwaContributor I
asked in Speakers

Sonos ray/sonos app will not connect to network

My app will not connect to my network. I can't find my network on the app and I can't get my Sonos ray to connect. I just bought it. My network is a 5g router called ZTE, it connects fine with my TV and phone and so on. 

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1 month ago
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Platen
asked in Speakers

High code Flac 24 bit / 192 kHz

Will we see lossless encoding of flac files 24 bit / 192 kHz from the manufacturer sonos for the era 100 speaker?

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1 month ago
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Johan1970Contributor I
asked in Speakers

speaker connection

I have older products (play 1 and 3) but cannot connect them to my new routers. I reset them , installed them again but the app S1 , throws them off.what can i do?

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1 month ago
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rekengreContributor I
asked in Speakers

Multiple users

After changing wifi my partner can only see my playlist. Isn’t it possible to share access and have separate playlists?

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R
1 month ago
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EBTContributor I
asked in Speakers

search more

Initial search on Amazon music is OK,Using Search more throws an Amazon error.Latest update and rebooted 

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1 month ago
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Wendyzx6Trending Lyricist I
asked in Speakers

Wired In Play 5 Gen 1 and Sub Gen 1

Due to poor WiFi signal and having the Play 5 and Sub in different rooms, I've wired in the Play 5 and the Sub to my router. Just wondering if anyone knows if having them wired in overrides the WiFi or should I disable WiFi on both?

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1 month ago
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wrtateContributor I
posted in Speakers

pause not functioning well with new app

The new Sonos app does not seem to connect and manage Sonos speakers well. I now get a better experience going through Spotify and connecting to Sonos as an external speaker rather than using the Sonos app. Even opening the app to do things like pause the music, control speaker volume, or add/remove a speaker to the current playlist is buggy and most of the time non functional. I've had to pause music using the button on the Sonos speaker itself more in the last month than the last 8+ years owning the speaker. 

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1 month ago
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Racing RigoContributor I
asked in Speakers

SONOS App can’t control music

My system is playbase + Sub + 2x SONOS ONE for surrounds.  Move and Roam in other rooms. Sound works fine from telly via optic cable and can control music via Alexa.  However, I’m getting nothing from the app.  I’ve cycled the router and the speakers in the right order, both deleted and reset the Sonos app, but still nothing. Any suggestions?

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1 month ago
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EffiekatContributor I
asked in Speakers

new sonos user product not showing

Hi! I’ve never had a Sonos product before and just bought a One SL. Initially it showed up in the app and it seemed to all but connected and set up but then I must have entered the WiFi password wrong and now it’s not showing up.I have reset the app, and I think reset the speaker (it flashed orange but then back to white) but I have no clue what to do next. Going a little bit mad. 

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1 month ago
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RavencrowContributor I
asked in Speakers

connection

I have recently reset all sonos speaker 2x sl1 sub gen 2 and beam gen 2. Now within woth sonos app it will not let me connect all speakers it may if im lucky connect one sl1 and beam but wont connect sub etc....... please help 

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1 month ago
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