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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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4673 Topics
S
ShakContributor I
posted in Speakers
Play:5g2 won't connect to router

Unable to connect Play5(2 gen) to my new router

1
controlav
3 years ago
E
eyalbisContributor I
asked in Speakers
Cant add play:5 gen 2 wirelessly

Hi,I have reseted the device in order to connect it to a new system setup. The s2 app recognize the device but is unable to join network. When I try to connect it using an Ethernet cable it works smoothly. I have 4 other devices in the same location that were connected wirelessly so it is not an app or router issue, I also restarted my router just in case. Does anyone has an idea?I've try to run diagnostic but the only thing I could do is submit diagnostic to the customer support. Thanks a lot,Eyal  

5
Airgetlam
3 years ago
J
jacintojContributor I
asked in Speakers
Play 1's and Playbar no longer streaming music

My Play 1s and Playbar all of a sudden stopped working last night. My 2 Sonos One’s work fine but the others do not. I reset one of the Play 1’s and tried to link it to my account but it wasn’t working. For a while, the speaker showed up on my app as Not Registered but eventually it registered. Unfortunately, I still cannot play any music on it from any service (Apple, Pandora, Amazon, etc.)Before all this happened, the error I’d get when trying to play a song was “Unable to play ‘<song name>’ - unable to connect to <service>. Another error I’d get was “Unable to add tracks to the queue”The only way I can get music to play is if I start a track on one of my Sonos One’s and then select the Play 1’s. I’ve checked the wifi settings mentioned in other posts:a. Auto channel must be set to Offb. Choose best non-overlapping channel (1,6,11)c. Set channel bandwidth to 20MHzd. Both 2.4GHz and 5GHz should be enablede. 802.11 band should be set to b/g/nf. Airtime Fairness should be di

1
J
3 years ago
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UghworkplsContributor I
asked in Speakers
Sonos Play 1 not working on new wifi

We have 3 Sonos Play 1s and was able to set up one of them on our new wifi, the other 2 I have already spent 15 hrs trying to set these up with zero success. Tried connecting directly to router, turn on/off router and sonos, updating software, factory resetting sonos.. still not working. Beginning to think they did this on purpose so you buy more of their expensive speakers. Way too hard to get these onto a different wifi! Why??

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Mark P
3 years ago
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Lennart8Contributor I
posted in Speakers
Can't set up Play 1 or Play 5 speaker to system with bridge

Hello everyone, I bought a Sonos system a few years ago and used it constantly without problems. Now I moved from Germany to the Netherlands and I am unable to connect the System to the new router, after not using it for 2 years. I changed the country in my profile, reset all the speakers and the bridge, connected the Play 1 speaker per cable to the router and tried the other troubleshooting tips on the website. There is no Mac filtering and I also tried setting it up with the 5Ghz frequency turned off. But nothing really seems to work.Only the Bridge is shown in the S1 App, but the App constantly shows “Unable to connect to Sonos”.When trying to set up the Play 1 by pressing “Add product” it recognizes the speaker I want to set up (and ask for the wifi password when not connected by cable), however it always stops during the last step and says the speaker couldn’t be found.So far I couldn't reach the German or Dutch support as the numbers don’t seem to work and the chat is constantly

2
L
3 years ago
A
alexyediContributor I
posted in Speakers
Play:1 has died - any tips?

Hi everyone,My trusty Play:1 seems to have died. When plugged in there is an occasional dim flicker of the white LED but nothing else. Doesn’t show up in app etc. Have tried resetting and an alternative power cable but no joy.Any advice or tips for where to go from here?Thanks!

1
Mark P
3 years ago
D
DJVContributor I
posted in Speakers
app mix up

I have been using the s2 app for my newer product purchases. 4 rooms with multiple products. I have an older play 5 which has been working fine on the s1 app until the lastfew days. Now when I open the s1 app it say incompatible and a screen comes up to flip to s2 where it will not recognize the older play 5 product. Tried chat support but difficult to explain what is happening. Did some resets but still not right. Seems like an app issue???  Anyone else having this problem. ??

3
D
3 years ago
L
LouisJames88Contributor I
posted in Speakers
Sonos Connection Problems.

I have Sonos system throughout the house. Since March this year, one of my Play 5’s have decided not to work.Just today, it has started showing again in the app to connect. The app fails to connect to the temp network it provides. When adding through ethernet, Sonos plays setup music, then states it looses connection.This also happens with Sonos Boost.Please advise.

1
Simon B
3 years ago
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pcweaveContributor I
posted in Speakers
Pairing sSonos 1 with Play 3

I used to be able to pair my two Sonos products - my older Play 3 and my newer Sonos 1 with Alexa built in. Now it seems to have been removed… am I doing something wrong? We used to be able to tell the Alexa what to play on the Play 3.. but now we can’t?

2
J
3 years ago
G
gillrobert81Contributor II
posted in Speakers
Legacy Sonos products stopped working?

Hi, late last week my sonos play 1, 3 and 5 (all legacy models) just stopped working one night. Woke up and they were no longer listed as devices on the app. Have tried re-adding them, they don’t seem to be able to connect to my wifi network (password is correct but the error I get says it’s not) and then I’ve tried adding them as wired devices. This seems to work, however I then have to move to their room which involves unplugging them and then they disappear from the setup. Vicious cycle! Seems suspicious they all stopped at the same time?

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Mark P
3 years ago
Z
ZaphodBeeblebroxContributor I
asked in Speakers
One Paly:5 gen2 in a pair "lost" after upgrade to S2

I have 3 speakers, two Play:5 gen2 and one Play:5 gen1 and have been using them with the Sonos S1 app. The gen2 speakers are placed in the same room and configured as a stereo pair.I have decided to “split” my system to allow the gen2 speakers to be controlled by the S2 app.So, following the instructions, I first removed the gen1 speaker from the system using the S1 controller, I then “upgraded the S1 app to S2 (all system settings should then stay as before), but when I started the S2 app the stereo pair showed as Vardagsrum (V+?) (translated = Livingroom (L+?) ) and only the left speaker was still connected and able to play sound.I have unplugged the gen1 speaker from power to avoid any interference.I first tried to add the lost speaker (S2 app on iPhone iOS 14.2 and Bluetooth) but the app was not able to detect the speaker. According to the instructions given by the app (when speaker cannot be found) the speaker has to be reset if it has been used/installed in another system before,

3
Ken_Griffiths
3 years ago
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petesotmusicContributor I
posted in Speakers
Sonos Play 3 and Play 5 (gen 1) keeps dropping out

As described, Sonos Play 3 and Play 5 keep dropping out. Music is pausing throughout the day. We are connected over wifi and using a very stable internet connection. I’ve run and sent a diagnostic. Confirmation number: 1633682018 Any help would be greatly appreciated, it’s definitely killing the mood at our busy cafe when the music keeps cutting out. Pete

2
Ken_Griffiths
3 years ago
A
acepmemoriContributor I
posted in Speakers
My Sonos Play:1 Can't Boot

Please help me. My sonos play 1 cant work right now. I have tried to reset it, but it cant. The white light is blur. I tried to unplug for a minutes then plug again, the white light is blur and there is no flash.

3
Paul A
3 years ago
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bbqmistress
asked in Speakers
Sonos Play 3's disappeared and will no longer connect to Wifi

Hi there,I have three Play 3 speakers that have been set up in their current configuration for the last 5 years with no real issues. Yesterday they all just stopped working and were no longer visible in the app.The app would not see any of them and I could not get them to connect wirelessly.I rebooted the speaker, reset the app, tried a different network, rebooted the router, pretty much anything I could think of and some several times.I tried connecting directly with an ethernet cable and got one speaker to work sporadically. The others would still not connect.I spoke with support over chat and we did everything including factory resetting the speakers. Nothing worked. Ended up having to use one of the speakers as a “bridge” by connecting it directly via an ethernet cable to the router and then connecting the other 2 speakers to it wirelessly.The support person suggested that I should purchase a Sonos Boost to correct the problem. Why should I have to spend money on another component

3
N
3 years ago
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seb d.Contributor I
asked in Speakers
Can't connect my new PLAY 5 to wifi

Hi, I tried everything (reconnecting power cord, reconnecting router, Downloading the newest app) nothing works. My PLAY 5 can’t connect.  It always says : we were not able ton find any device… or something like that. Help :( 

1
C
3 years ago
T
Trazan_pwContributor I
posted in Speakers
Problem connecting to wifi

Hi got some older play 3, play 5, playbar and sub. They just stopped working and most Times The app wont find system so i reset The app and speakers. Now when i try to connect them again they all say that my wifi password is wrong. Im sure password is right. Sometimes i get one working with cable but then when cable is out again The app says it dont find The system. And if one starts working it looses connection after a few minutes and says wifi password is wrong. Any help will be very appriciated. 

2
T
3 years ago
D
DericSContributor II
posted in Speakers
Messed up system

My sonos system is totally messed up since an unavoidable update, all my speakers are early models S1 Play1x2, Play 3 x2, Play 5 and a Playbar. The controller will not complete a update and I only have the play 5 working. All the others are incompatible.I have bought a smart phone to try and set it up again and failed, I need help to sort this out. Deric

10
D
3 years ago
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WeomardContributor I
posted in Speakers
Sonos Play 1 wont connect to WiFi only ethernet

Hi I have had my system comprising play 3 play 5 first gen & a play one for a good few years. Other than the odd random drop out it has always worked fine. the play one my teenage daughter sometimes borrows. Plugs in her room and it connects fine.However it has been switched off for a while and has been dropped and works fine but will kit connect through Wi-fi. I have tried everything. Reset and reconnect all. The play one will only connect with Ethernet cable. totally appreciate the silly sod dropped it but can that make it stop working on Wi-fi? But random as otherwise it’s fine 

2
W
3 years ago
B
BaaartmanContributor I
posted in Speakers
Wireless connection with powerline adapter

I have a play 3. It will not connect wirelessly. I have a Powerline system and it wont connect on that either. However, if I connect directly into the modem it will. What  can I do to connect wirelessly?

1
Airgetlam
3 years ago
N
Nick2robContributor I
asked in Speakers
Sonos Play 1 - flashing white light- wireless card issue?

I have a Sonos play 1 after unplugging to move, it will not reboot.spoke to Sonos tech support, they couldn’t do anything other than offer to sell me a new one as I was 16 days out of warranty 😒tried the factory reset, hard reset etc and nothing.ive logged into my router to see if it is there and it’s not coming up. Plugged in via Ethernet, still not registering. is this likely to be a network card issue or more like a blown component on the main board. Ive disassembled the unit and tested the fuses and checked other components. All seems fine. if anyone has had this issue and has fixed, please let me know.  thankyou

1
Paul A
3 years ago
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PRPContributor I
asked in Speakers
How to turn off volume normalization when streaming from library.

When streaming lossless ripped CD’s from my NAS to my Play 5, the volume of quieter tracks is boosted.  This is especially evident when listening to live performances where softer between song dialog is tracked separately.  How do I get Sonos to stop adjusting the volume and just play the music as It was ripped? Thank you,

10
T
3 years ago
D
DennanContributor I
asked in Speakers
play 1 not connecting over wifi

Hi, Since a couple of weeks I have an issue with a play1, it simply doesn’t connect to wifi. My setup is like follow:Sonos beam connected wired to the router/modemplay 1 wireless downstair connectedplay 1 wireless connected upstairs  The play 1 connected upstairs has been working for a couple of months but now it doesn’t seem to be able to connect.Even when I place it next to the router it doesn’t connect. When I connect it wired it does work. I have factory reset the play 1, but it still doesn’t connect through wifi.

1
Rowena B.
3 years ago
J
Jf1214Contributor I
asked in Speakers
bridge issue

Recently bridge stopped working while i was replacing modem.  I have a play 5 speaker.   I replaced with new bridge, and now the S1 app says bridge needs updating.  I spoke with a sonos rep. Ia chat and they told me to remove the old bridge from the app and then add new.  S1 controller didn't give me the option to remove. Suggestions?

7
J
3 years ago
E
ElvisJonesContributor I
asked in Speakers
Play:3 Upgraded to S2 and it's all broken :-(

I was using the S1 app up until two days ago. I have upgraded to S2 app and initially it worked after a few teething problems connecting. As of this evening I cannot connect at all. The Play:3 will not connect to the router nor can I see the elusive ‘Sonos has created a wifi network for you to connect to’. I have literally tried everything and have resorted to completely resetting the Play:3 as if I were selling it nd still it will not connect.    I can see all the devices connected using the router portal and have reset the portal also.    I’m kicking myself for upgrading TBH. I wish I’d have just stayed on the S1 as this worked without issue. I’m about half a bottle of wine away from listing it on eBay and buying another Alexa Studio!    I’ve followed every guide on the Sonos site, every google result and every router help forum. I’m done. BTW, I am tech savvy and work in the network industry.    Can anyone help?

4
Airgetlam
3 years ago
PinoS
PinoSContributor II
posted in Speakers
Play 3 was part of surround, its now saying unused and wont configure

Also says it can’t connect to WiFi but checked sonos is running on the correct wifi

3
Rowena B.
3 years ago
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