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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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4893 Topics
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User960935Contributor I
posted in Speakers
One of my Sonos Play:3 sounds broken/muffled

Yesterday when I watched a film its sounds that one of my Play:3 is broken. Please help. Could you make diagnostic? Best regardsJonas

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Paul A
3 years ago
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adsfyfeContributor I
asked in Speakers
Speakers stop playing the last 10 seconds of songs

I have two Sonos Play 1, a Sonos Play 3 and a Sonos connect. All grouped together. Randomly one of the speakers will stop playing the last 10 seconds or so of a song. This happens with the connect (hardwired to the router) and one of the Play 1’s (12ft from the router). I can hear the song continuing to play on the other devices. This happens with Spotify and also with Sonos Radio, sometimes it will cutoff the last 10 seconds of an advert even!All speakers on the latest firmware.Any suggestions as to what’s causing it are welcome.

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Rowena B.
3 years ago
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danbekContributor I
posted in Speakers
Get Play:1 and Bridge working with SonosNet

Hi,I’ve had a Play:1 and Bridge for years. Always worked great using SonosNet. At some point in the last 1 - 2 years I switched to using WiFi instead, but I would now like to switch back to SonosNet, in a configuration where the Bridget is connected via ethernet and the Play:1 uses SonosNet. I’m using the S1 app.I can not get this to work. I have reset the Play:1, the Bridge, and the android app multiple times. With a “fresh” setup I can add the the Bridge, but then I am unable to add the Play:1 (either using ethernet or wireless). Alternately, I can add the Play:1 to a fresh setup, but then I can’t add the Bridge.Is there a description somewhere of the exact steps I should go through to get this working?Here is info about the version of software and hardware that I am running, taken from the app when I’ve been successful in adding the individual devices.Play:1Version: 11.2.4 (build 57483220)Hardware Version: 1.8.3.7-1.0Series ID: A101BridgeVersion 11.2.4 (build 57483220)Hardware Versi

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D
3 years ago
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DanwcoopsContributor I
asked in Speakers
Play 3 wont update on iOS 14

Morning all.  PLEASE HELP. I have the S1 controller.Having tried all the steps to update my Play 3 speaker, it keeps giving the error code 30 or 1013.Following the same instructions, my Play 1 has successfully updated I have reset to factory settings, deleted and re downloaded the app, moved it directly next to and tried direcetly connected via Ethernet cable to router etc etc etc Is the product obsolete? What more can I do?

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D
3 years ago
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MagicTurboContributor I
asked in Speakers
play 1 1001 error Diagnostic 106904026

One play 1 in my system has been temperamental before then was fine but now won't add and play tracks, with 1001 errors. Have restarted, reset, moved system to wired via a playbar but still getting the same error. It is only 7 metres from the router and playbar, line of sight, no walls in the way. Any suggestions? Thanks in advanceNick 

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Stanley_4
3 years ago
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Jameclarke1979_31Contributor I
asked in Speakers
S2 App okay on iPad can't connect to speaker on iPhone

Had a lot of problems moving from S1 (which worked fine) to S2. I’ve got lots of drop outs and it not finding speakers (finds some, not others) - didn’t happen on S1.I’ve stripped my Hub to minimum (no repeaters now), put all the speakers in the same room, factory reset (hub, speakers) and updated everything (iPhone, iPad, Hub, Speakers). Still get issues with the S2 app connectivity.4x Play1, 1xPlay3Interestingly, the S2 app on the iPad works fine and is very responsive.It’s like my iPhone keeps losing it’s memory of the speakers and tries to reconnect.Please help.

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Ken_Griffiths
3 years ago
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Lionel GuyContributor I
asked in Speakers
Sonos Play:3 not reachable / disappearing

Dear community,I have, as it seems, a common problem, with one of my Sonos products disappearing or not connecting sporadically. I’ve read most of the help pages and some of the posts here but so far it didn’t help much. I’m trying to give a thorough description of my setup and of what I’ve tried so far. Setup:Two Play:3 in two different rooms (Kitchen, Office) One Play:1 in our bedroom My home network consists of two Asus RT-AX92U mesh routers, connected by a cable. The main router is in the kitchen, the second one in the office.  The Sonos products are connected through the Wifi, not through SonosNet. Both Play:3 are close to the respective router (1-3 m) without obstacle. The Play:1 is in another room, 10 meters away, with 3-4 walls in-between. I’m using Sonos mostly through Spotify connect, both on iPhones and from my MacBookPro. All products are up-to-date with the latest controller/firmware/version. I have some units close to the kitchen router that could possibly cause interfere

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Rowena B.
3 years ago
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SlapbunnyContributor I
asked in Speakers
Play 5 Gen 2 Disconnecting.

My Play 5 has been constantly disconnecting from my app and Windows 10.  It also takes awhile for the system to connect when I open the app.  I have difficulty getting in touch of support recently.  I’ll post my Diagnostic Number here just in case Sonos Support checks this Forum:Diagnostic Reference # 422237826

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Paul A
3 years ago
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WoebegonebuttonContributor I
asked in Speakers
Issues

I have a Playbar, Sonos Five and four Sonos Ones. They have always worked seamlessly but now there are always connection issues and the app doesn't see certain speakers. I try all the fixes (turning on and off the router, wifi on phone, speakers, etc.) And it is a lottery. Sometimes my app won't connect when I open it. I am stumped as nothing with my network has changed and am a loss. Any help would be great.

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Stanley_4
3 years ago
Redjenko
RedjenkoContributor I
posted in Speakers
Sonos 5 pauses, Sonos one carries on playing

Seriously getting annoyed with my Sonos 5, I have it cabled to my router in the living room, whilst my Sonos one is on wifi in the kitchen. The sonos 5 will randomly pause for 5-10 seconds at a time whilst the Sonos one carries on playing normally. This happens when it’s playing alone without the one being used. I usually play music directly from Spotify. What can I do to fix this ?

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Redjenko
3 years ago
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Joechua73Contributor I
asked in Speakers
Can't connect Sonos 5 to netwrok

My Sonos Play 5 can’t connect to network, flashing white 4 times, turn orange, flash white once and then red, and turn back to green, and the cycle repeating itself.  Anyone could advice how to resolve this issue.Daignostic info : 772673488

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Ken_Griffiths
3 years ago
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EdieContributor I
asked in Speakers
Sonos and DNS

I live outside the US, so I use a DNS masking device to get a US-based TV streaming services like Netflix and Hulu.  I would like to be able to also play my own music - not just Spotify’s playlists.  I have thousands of my own songs and music playlists that I have put together and spent hundreds of dollars on that are stuck in iTunes.  I don’t pay for Apple Music and don’t want to pay for more services.  But I can’t seem to be able to get my music to be able to play on Sonos speakers (Play 1 and Play 3).  I spent a few hours on the phone with the Sonos technicians who concluded that my DNS device was causing the music in my iTunes library not to be able to sync with their Sonos system.   The DNS device is not something that you can just turn on and off - it’s web based.  It’s a bit of a pain to turn off and reset every time I want to be able to want to listen to watch TV or listen to music.  I also contacted the DNS service to see what they could do but they told me that they only deal

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controlav
3 years ago
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KeneticContributor I
asked in Speakers
TruePlay gone (latest Sonos app for Android)

Hey peeps,I’m very puzzled as I can’t find TruePlay anywhere in my Sonos app. Is this feature simply gone?App version 12.2.2Looking forward hearing from you.

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ratty
3 years ago
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ruggcgContributor I
asked in Speakers
Issue connecting to a Play:5

I recently moved and am setting up my sonos in the new house. I’ve had to factory reset each speaker to install in the new location. (No Issue) I have successfully installed the other systems so far, but my play:5 is not connecting to my phone at set up. (see pic 1) I then plug into my google wifi router and successfully install the speaker. I then update the network settings and when i unplug the ethernet the sonos system can no longer find the speaker. I have tried restarting the router during every step of the process, I have deleted and reinstalled the sonos app, i have tried installing from multiple devices.  Any help would be great! 

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Paul A
3 years ago
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Pissed off!Contributor I
posted in Speakers
Dropping out

I have 3 off Play 1 speakers and 2off Play 3 speakers, the Play 3 are linked as a pair, they are in the same room as my router.Why do the play 3 speakers drop out? very frustrating!!The play one’s, are all in different rooms and work perfectly.Trying to contact SONOS is a proper pain!ARE THEY INTERESTED? DO THEY CARE?

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P
3 years ago
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Jason FrenzelContributor I
posted in Speakers
Can only register one speaker

I got a new router, so needed to reset my speakers (5 total, 2nd gen and Move). The methods online and in the app didn’t work. (spent 90 minutes trying, so let’s move on.) So I unplugged all my speakers with the intention of factory resetting them. I removed the app from my phone. Reinstalled the app with my account. I reset one speaker and linked it to my new wifi. This worked fine. When I attempted to reset and install another speaker it appeared to work correctly. Then it stated it had a connection error and I needed to re-login. Which worked. However, the original speaker and my linked music services were removed. I’ve tried this a few times with the same result. Starting with different speakers and using different speakers second. Any ideas on next things to try? Thanks, CJF

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J
3 years ago
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Craig 09876Contributor I
asked in Speakers
Play:3 problem - no power

Play 3 no longer works and led does not light at all despite plugging in again holding mute button. Is it broken completely?

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Airgetlam
3 years ago
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Lozzer304050Contributor I
posted in Speakers
Sonos 5 dropped out of WiFi group

My Sonos 5 has dropped out of network.  It’s not been moved or router changed.   All 3 other Sonos products still work I’ve tried all the trouble shooting.   It will work on the Ethernet but once unplugged stops not sure what else to do?? 

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Stanley_4
3 years ago
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Username2020Contributor I
posted in Speakers
Sonos Boost dropping out system repeatedly

I’m sure this question has been asked before, however I apologize that I am not very IT savvy.  I have a boost connected to my router by ethernet cable.  It’s about 2 feet away.  Next to the boost I have a Play:1.  I have 1 Play:5 and 7 additional Play:1’s scattered throughout the house.  I believe I set the boost up per the directions.  Any ideas?  Also - explain it to me like I’m 5 please. Cheers!

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C
3 years ago
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dekaakbeenContributor I
posted in Speakers
Sonos does not play music form SD card

Hi,I have 2 play 5, that I control with Sonos S1 app on an android tablet. My music is stored on the SD-card. When I say “Play from this device”  the app shows all tracks and artists from the SD-card, but gives an error message when I want to play these. It says “xxx is no longer available …. “.Any help is much appreciated.  

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J
3 years ago
S
ShakContributor I
posted in Speakers
Play:5g2 won't connect to router

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

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controlav
3 years ago
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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  

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Airgetlam
3 years ago
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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

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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

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L
3 years ago
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