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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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4895 Topics
I
I'm DowntownContributor I
asked in Speakers
Moved Sonos One; Now, it will not play

I have a Sonos 5 and two Sonos 1 units.  I moved one Sonos 1 from one room to another, plugged it in, and now it won’t play. The light on top is solid white.  Can someone please provide step-by-step instructions?  This is **** and exactly why I got away from Bose.   Moderator Note: Modified in accordance with the community guidelines.

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Mark P
4 years ago
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StevieG345Contributor I
asked in Speakers
Sonos Play 5 loosing connection

Good morning, Yesterday my Sonos Play 5 dropped off my sonos app and had a white flashing light, I recycled power numerous times to the speaker and my WiFi router and after a while it randomly reconnected.  today I’ve woke to find it’s dropped off again, same flashing white light. I’ve moved it closer to my main home WiFi router but still nothing.  I think it’s an issue with connectivity or establishing an IP?  any help would be greatly appreciated.  Steve

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Rowena B.
4 years ago
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BoseandsonosContributor II
asked in Speakers
Sonos Play:1 and Sub connected to wifi but do not show in System.

I have done a quick setup with my Sonos Play:1 and the subwoofer on the wifi in my apartment building. Spoke to the wifi support and was able to get them added finally. When they connect to the wifi, on the app it mentions that they may not appear in the System and to unplug/replug the device to show up. This has not worked to show up in system and my app does not seem to find an existing system/sonos devices on the wifi after setting them up. Currently waiting to hear back from tier 2 customer service with my apartment wifi but thought someone may be able to help here.

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AjTrek1
4 years ago
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Wyte FrogContributor I
asked in Speakers
Play:5 gen 1 not working

My Sonos Play:5 and playbar have stopped connecting. I cannot connect to my Sonos products anymore. The white light is on. The playbar works with the tv. I have tried everything to reconnect. Can I do a factory reset? Any other "tricks"?  Tia. 

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Paul A
4 years ago
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tringlishunionContributor I
asked in Speakers
Major Issue with Sonos Performance

I need help with my Sonos which has been riddled with performance and reliability issues for as long as I can remember.Sonos issuesCannot connect to Sonos at all.App can connect but cannot access music servicesSpeakers/Rooms missing from app listI have a Samsung S9 and S10 and they can be next to one another on the same Wifi network and they have rooms on one phone but not the other and the other phone has the missing rooms from the other deviceWhen I do have audio playing it stops and startsApp connected and audio playing buy cannot add any additional roomsThe list of problems goes onMy system1 x Playbar in Kitchen1 x Sonos 5 Gen 1 Master bedroom1 x Sonos 3 Bedroom1 x Sonos 5 Dining Room1 x Sonos Amp with speaker in bathroom1 x Sonos 3 LoungeSky routerS1 App as I have 2 speakers not supported by S2I have called tech support twice but they were no help, the only advice is turn your router on and off, uninstall your Sonos app and re-install, remove a speaker from your network and re-con

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T
4 years ago
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Jamie fContributor I
asked in Speakers
Play 5 Gen 2 reduced usability now orange light

Afternoon. I have/had a cinema set up. Playbay, sub, rears (gen 2 play 5). Recently one has been play up and not allowing the volume to adjusted on that unit. Ive removed it to then add again but will now not add. Ive factory reset it back to flashing green. When I try to add it to the system it doesn’t see it and shows a constant orange light for 10-15 mins then goes back to flashing green. I’m out of ideas and the help centres are shut until Monday. Thoughts and suggestions are welcome. Thanks in advance. J

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Mark P
4 years ago
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hallamboyContributor I
asked in Speakers
Play:3 not working with S1 or S2

Hi - upgraded to the new s2 app, but now my play 3 will not work on s1 or s2. Really frustrating! Any help please. Thanks

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Airgetlam
4 years ago
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HalstromContributor I
asked in Speakers
Play5

There is no power on my Sonos Play5 device. I have tried different cables for my device and it doesn’t make any difference. Is there anything you can recommend ? Serial number is : 1308 00 0E 58 82 54 B8 A

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H
4 years ago
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leomar49Contributor I
asked in Speakers
Play:3 problem WiFi.

Hello, I have 1 Sonos one en 2 play:3work well since at least one year.Recently, one of my play:3 is invisible in Sonos app, and doesn’t work, when I listen some music!If a put an Ethernet cable on my play:3, I can see it an used it in Sonos!Can you help me?Anthony   

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Simon B
4 years ago
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jenkins27Contributor I
asked in Speakers
System Cannot Find Bedroom Speaker

Now running S2, and system is not finding the Play:Five (2) in my bedroom. Have restarted everything, and no luck.Reported a diagnostic; confirmation number is: 606191346.

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Airgetlam
4 years ago
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lawrence1902Contributor I
asked in Speakers
Sonos Play 1 skipping songs on a particular type of playlist (1651581632)

I have playlists, where it always skip songs. We cannot determine the cause since on other players (browsers, media players, etc.) it works correctly.  Submitted a diagnostic report immediately after experiencing the skip: 1651581632 I play this file via TuneIn custom local radio. The URL is: http://www.zanjanisound.com/core/api/file/playlistts.m3u?id=113. It skips after some time or during the transition to the next song. It only consists of two songs.

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Ken_Griffiths
4 years ago
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Timber1979Contributor I
asked in Speakers
Play:5 Gen2 with a S1 fw cannot upgrade to S2

Got a play 5 from a friend inside SOnos,the device info show as below:Sonos OS:S1Version:5.5After I initiated the device and include it by S2 (whatever iOS or Mac)I can do nothing but update it first.But! But! But! Failed every time with code 10(I can not find out the code 10 meaning from sonos support) Sonos engineer guess maybe the device using a test FW …which god can save me and the play 5?

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Rowena B.
4 years ago
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rdschContributor I
asked in Speakers
Play 5 Gen 1 has no power.

I have a Gen 1 Play 5 that was working today. I added a new mesh wifi and was attempting to move the speaker to the new system. I unpluged the speaker during the move to the new wifi mesh. When I plugged it back in, it would not power up. No Lites on the unit and it no longer appeared on the old wifi system. I checked the power cord and used multiple good outlets with no luck.Are there any solutions to fix this speaker?

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Paul A
4 years ago
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ASDriverContributor I
asked in Speakers
missing speaker.

Hi allmy play 5 has disappeared from my system. I have tried all of the usual fixes but still nothing it works when connected via Ethernet cable so I’m assuming that the WiFi is not working can it be fixed? It’s only 4 years old. any advice appreciated 

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Paul A
4 years ago
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Biscia15Contributor I
asked in Speakers
Sonos play 5 doesn't work

my sonos, after a problem with the electrical network, does not turn on anymore, I need to contact the assistance in Italy, but it is closed and I cannot find an official repair center. can someone help me?

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Mark P
4 years ago
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mariebou1702Contributor I
asked in Speakers
connection

Bonjour depuis mon déménagent nous avons changer de distributeur internet et je ne suis plus capable de connecter mon sonos 

983
Mark P
4 years ago
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ComeonSonos2020Contributor I
asked in Speakers
Sonos dropping off constantly.

Sonos speakers all dropping out and this usually results in songs being skipped and then the next song will start and then repeat the dropping out issue.  I have 2 older PLAY 5 units and one newer Play One unit all on wifi.  My Wi-Fi set-up is robust and solid with Netgear ORBI and Spectrum as MY ISP with approximately 500Mbps download speed.  I have assigned all three Sonos speakers with static IP addresses, rebooted countless times, even deleted and reinstalled the Sonos S1 app all to no avail.  All of these units used to be rock solid but not anymore.  Very frustrating.  It happens while listening to Amazon Music, Spotify or even Apple with my local library. Diagnostics log is: 1216727898

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Simon B
4 years ago
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AshtangiContributor I
asked in Speakers
Sonos randomly turning on in the middle of the night

Hi all, I had the strangest experience last night.  I noticed music coming from my kitchen Play:3 at around 11:30pm. I didn’t pay much attention to it but did manually stop playback using the Sonos app. However, at around 2:30am I woke up and noticed it again. However, this time the music was strange, and upon opening the Sonos app I saw it was playing the “Spa” channel from SiriusXM (and according to the app the playback was initiated by Alexa!).  Again, I manually stopped playback. And then finally at around 4:45am or so, it happened again - this time playing back some random track from Spotify.  It was at this point that I opened the Sonos app and submitted diagnostic information. I’m at a loss to explain this - I don't have cats, older kids, or anything I can point to as a likely explanation.  No alarms set. I have numerous Sonos devices, and this only happened on this one particular Play:3. Any insight would be appreciated! I’m also hoping to have Sonos look at the diagnostic log

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A
4 years ago
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StevieG345Contributor I
asked in Speakers
Play:3 wont group or play music

I have a sonos playbar and 2 x sonos 1’s in my living room, a play 5 in my kitchen and a play 3 in my bedroom. For some reason (I’m guessing software) my play 3 has just stopped working with my other sonos products. It shows within the app but I can’t group it with my other sonos products. If I’ve turned power off and on again to it, it plays 1-2 seconds of music then nothing after. I’ve tried radio via the tune in app and music from Spotify. It’s the same either way.

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Paul A
4 years ago
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Dale1980Contributor I
asked in Speakers
Speakers won’t configure

Setup is 2x play:5 Gen2’s and a Sub Gen2. System is named “living room” and used to stream music from Spotify.  Since updating to the new S2 app, when I went directly into Spotify app as normal the living room was missing from devices to play through. So I went into the sonos app to find the right speaker was showing “not configured”.  I tried following the app in find missing devices but it wouldn’t sort the issue. Tried rebooting the full system, also the WiFi rooter but still not working.  I have now done a full factory reset on both play:5’s and the sub. When I set the first speaker up there is no problem, when I go to set the second speaker up I had a problem trying to get it to stereo pair, it eventually did but then immediately says it’s not configured. The sub says not configured but I’m presuming that’s because I don’t have a stereo pair? I’m loosing the will, any help would be appreciated.    Regards Dale

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Paul A
4 years ago
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redboyContributor I
asked in Speakers
Playing from my Samsung phone

Hi all. Can anyone please help? I have 3x Sonos play 1 speakers. Just changed my android phone from a Samsung A310 F to a Samsung S9 plus. Transfered all my music tracks using the Smart Switch app but now cannot play any tracks on my Sonos system. I have deleted the Sonos app then re-installed it but still not working. Tracks will play on my new phone using the Samsung music app and will show on the Sonos app but each time a track is selected to play to Sonos a message appears saying ` No longer available on SM - G965F ` ( phone ). Anyone else had this problem or know of a solution ?Many thanks in advance.

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Rowena B.
4 years ago
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Bart5474Contributor I
asked in Speakers
Adding speaker.

I am trying to add a refurbished Play 5 gen 2 to an existing Sonos speaker set up. My device recognizes the speaker and I go through the prompts until I get to the part where set up wants to use a temporary network to continue set up. I am then prompted to tap the pause/play button on the new speaker that is chiming. Pressing the button does not do anything. I’ve reset my iPad, tried my phone instead and reset my router. Still stumped. Any help appreciated 

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Mark P
4 years ago
O
osvaldoContributor I
asked in Speakers
Not enough data for the SYMFONISK in the kitchen?

I’ve a playbar, 2x play1 in de living and a symfoniks (IKEA) in the kitchen. Radio and Spotify I can receive on the symfoniks in the kitchen, works perfect. When the TV is on, it goes on and of. No difference when I replace it with a play1. After several online contacts with the Helpdesk from Sonos, last time 2 hours!, they concluded that the symfoniks didn't receive enough data when the television is on. I’ve got a LG TV, with an Arris media box, the tv is connected trough develo’s. I’ve got a Fritz!Box 7581 router.More than 1200 euro’s equipment and this result is a bit disappointing. Anyone? Osvaldo, Amsterdam

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N
4 years ago
M
Martijn2308Contributor I
posted in Speakers
Error 701 Sonos Play:5

Hello,I have a problem with error 701 by sonos play 5.Sonos play 1 have not this problemI can not playing music on my library.Radio stations don’t working. Can you help me.

1021
Simon B
4 years ago
K
Kim SkovgaardsContributor I
asked in Speakers
Sonos not available on new network.

I have recently moved.My system of 4 units has been set up on the new network. Three of them are working fine, but the 4th is not connecting. I can get so far as it seems to be recognised, but when i need to press the below buttons I get the correct sound, but nothing happens in the app, I have also reset the speaker and tried again. I have tried with and without router directly connected to the speaker. It is a play:1, and the speakers which is connected properly are: Move, Play:1 and One.     

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Mark P
4 years ago
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