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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

Moderator note: This article has been updated in December 2024. This article is intended to get you unstuck if you are having problems addin...
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5757 Topics
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tomkmContributor II
asked in Speakers
System split and missing products!

My set up is Play1, Play3 and Connect running on S1.Recently i was experiencing issues with Play 1 and Play3 dropping out.I thought that Connect might be the issue, so turned it off and tried to connect both Plays via Wifi direct to Router. What happened next was that my system somehow “split into two”. Under my login in app i can see Play3 but can’t see Play1 or can’t even add it in. If i log out of my account i can see Play1 but can’t see or add Play3.Is there a way how to reset the whole system and start over? Or any other suggestions?It is driving me crazy. 

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edwardpikeContributor I
asked in Speakers
Unable to turn off or reboot

Our Sonos system has completely stopped responding: the white light is on, however nothing happens when we press the Play button, even for 60s +, or when we run through the factory reset sequence… it just stays white …Any help would be greatly appreciated!

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Corry P
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BarkoftheBirchContributor I
asked in Speakers
Play 5 wont play after reconnection via ethernet

My Play 5 (one of a stereo pair) dropped out recently and nothing would get it back online so I carried out a factory reset which didn’t work so I took it to the router and connected it via ethernet cable.After an update I could see it and re-paired it with the other speaker but when I unplugged it to move it back to the kitchen it dropped off my system again.This has now happened twice...any ideas anyone? TIA

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Chacin-ArtContributor I
posted in Speakers
Sonos Play 1 ne s'allume pas

 Bonjour, mon Sonos Play 1 ne s'allume pas après un court-circuit dans la maison 

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Ken_Griffiths
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mflatContributor I
asked in Speakers
Early adopter, forced upgrade to S2, Play:5, Connect Amp, Sub not discoverable/pairing

As an early adopter, I am beyond frustrated with this product at this time.There’s constant breaking upgrades.After I finally made time for the S2 upgrade and started recycling my setup (3 Play:5, 1 Connect Amp into wired ceiling speakers, 1 Sub), I can’t discover my second Play:5 nor my Sub.All the documentation I find online seems outdated. Do NOT tell me I need to wire any of my SONOS products into my router---I paid $$$ to avoid wiring.Extremely annoyed at this point.

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JonathanKContributor II
asked in Speakers
Line in audio problems

Hi,I have a Play 5 with line in connected to my turntable and it sounds superb. The problem arises when I try to listen to the vinyl in other rooms.For example, the play 5 is in my conservatory where I tend to listen to records most of the time, but when I want to connect to the Play 3 in the Kitchen, the playback drops regularly, but only on the kitchen speaker not the 5 in the adjoining room..?Why does line in work perfectly through the 5, but poorly through the other  speakers in my set up..?TIA,Jonathan

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LemmyContributor II
asked in Speakers
Music drops and Play5 disappears from apps Rooms list

Hi!My Connect Amp and Play 5 is ethernet hardwired.I had drop-outs on my Play 5 for a very long time, like 1min then it plays for 10sec and then gone again.When then selecting only my Play5 from application (Rooms list), suddenly that room disappears from the list. Still playing, not able to control it.Diagnostic is sent, no:1247721983ThanksLemmy

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Airgetlam
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OlehSContributor I
asked in Speakers
Sonos Connect:amp and Play:5 system goes down

Hello everybody, I have some problems with my client sonos system.We have:  9 connect:amp (gen2) | 1 playbar | 1 sub (gen2) | 1 play 5 (gen2)my client connect(turn on) the play:5  two times a week on the pool and line-in from projector to watch movie and group the play:5 and pool amp’s.During last 2 years everithing was working great until last 2 month, the system after connect or disconect play:5 goes down and he needed to reboot all amps to play music again. Last week, the problem changed, now everytime he connect(turn on) the play:5 all system goes down, music stop playing everywere and all amps just desapear from his S2 app Until he disconnect the play:5 from the power, and then by magic the sistem start apearing again in the app and after 5/10min start work perfectly again.all system is in DHCP so its now ip problem, i already reset the play5 2 times and every time I add it again to the system, goes down. Can anybody help me with it? :c

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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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mmmmishaContributor I
asked in Speakers
Suddenly no sound from Sonos Play 5

Our Sonos Play 5 is suddenly silent.  It’s visible (via wi-fi) to the Sonos app and also to the Spotify app, but there’s simply no sound coming out.  We’ve tried disconnecting the speaker and confirmed the volume settings.  Completely at a loss as to what to do. Meanwhile, our Connect in another room is working just fine.

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Corry P
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dcmouyardContributor I
posted in Speakers
How do I get Sonos to work without an internet connection?

I have some vacation property that has no internet or cell reception. I want to bring some Sonos speakers with me, but I can’t get them to work. Here’s what I’ve done so far:I have a router that has the same WIFI information as my home network so any devices that can connect to my home network can also connect this one. Again, this WIFI has no internet. I was able to get my Sonos speakers to work on my home network when the internet was disabled (with local files only, no streaming services obviously.) I brought a Play 5 to the vacation property, and I confirmed that both my phone and the speaker were connected to the vacation network. The speaker was able to connect to the network either via WIFI or with an ethernet cable. The Sonos app on my phone couldn’t find a Sonos network. Perhaps this was because my home network was tied to a different GPS location? The phone app required Location services to be on, so I couldn’t disable that. I couldn’t create a new Sonos network without an in

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chiaContributor I
posted in Speakers
compatibilità

Buongiorno, ho un vecchio sistema home theater Bose Lifestyle 18 collegato ad altre casse Bose in più stanza. Per avere musica in streaming ho collegato più chromecast audio. Se collegassi al Lifesyle 18 il SONOS PORT è compatibile? riuscirei a trasmettere anche la musica dei CD sugli altri chromecast audio?grazie per le informazioni

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Montana_SydneyContributor I
asked in Speakers
play 5 gen 1 cant connect

Using S1 app (black)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 can see the bridge connecting but can’t get the play5 to connect…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 Please advise.

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tx.bakersContributor I
asked in Speakers
Play:1 suddenly stopped working

My play1 and play3 were in use when the play 1 stopped working.  The light won’t come on - I tried unplugging and plugging back in. I tried a different play1 power cord but no light. The original power cord worked normally with a different play1.  Also, it disappeared from the app.  Is my play1 dead?  It was weird how it just stopped while music was playing.  I’d be appreciative of any suggestions, similar experiences.  I have 3 more play1’s and I’d hate to think they’ll be dying 1 by 1.  (Sorry for the bad pun)

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jcouzyContributor I
asked in Speakers
Unable to add Play:1 to existing system

I tried to add the 2nd Play:1 speaker to an existing system with a Play:1 speaker. I did a factory reset on the 2nd Play:1 speaker I want to add, the wizard took me to the process and at the end I consistently get the message that the Play:1 might not be visible in the App and the I need to power cycle it.I submitted support diagnostics; the confirmation number is 734836827.What to do now….

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WASD - Gaming CaféContributor I
asked in Speakers
Only 1 box plays music of the Play:1 stereo pair

Hi I have this problem that only 1 of the 2 Play:1's actually plays music. In the beginning it was only the left one that worked. Now the music switches from one speaker to the other. Sometimes both of them play. They both have their white LED lights showing and I can see both speakers in the app. I have had them for 1.5 year, but this problem started only a month ago. They are connected by WiFi and are wall mounted above the bar. I only use them to play Spotify. Diagnostic number: 1042496142 Thank you in advance!

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beckgirlContributor I
asked in Speakers
System won't update or connect and can't seem to connect to my network at all

I am at the end of my tether. I have wasted hours trying to get my system to work after one of my speakers (a Play 3) showed as needing to be updated. I tried this, it didn’t work (said it couldn’t update and couldn’t connect to Sonos). I did a reset of that speaker and things have only got worse. Now, none of my five speakers work. I have followed all the steps your Support pages suggest multiple times (turned off router, waited, turned off speakers and then turned them on again, etc, etc). I have tried to submit diagnostics but they can’t be sent either. Please, please can someone help. No changes to my router or settings. I’m so fed up with it all.

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Darren2012Contributor I
asked in Speakers
Play:5 bass heavily distorted

Hi ive two play 5 2nd gen the sound, esp the base is starting to get really distorted, at times it’s ok then on a really heavy base it sounds like the speaker is vibrating with no base the sound is as it was perfect crystal clear true sound is on is there anyway I can fix this the speakers are lit only ¾ months old   

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James L.
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Lee777Contributor I
asked in Speakers
Sonos play 1 intermittent connection loss

We user 7 Sonos play 1s grouped in in the following manner : 2 In the front part of the office; 2 on the center column and 2 at the back side with the last 1 being alone in the corner near the back. There were all working fine until just more than a month ago. Now they randomly just go silent, they don't disconnect from the network and since I managed the network there hasn't been any change in the connected devices. I ran n constant ping to all 7 as well as to internal and external sites like youtube but there wasn't less than 0.002% packet loss. I did restart them all as well as reset and setup the whole system again from the ground up but still the speakers disconnect in a weird manner. What tends to happen is the music will stop then the font set will play then they'll go slightest and then the center speakers will start playing at about a ¼ of the normal volume.  I have the same issue occurs even if I change music providers.

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ScottGPContributor I
asked in Speakers
Odd Play1 Issue

I have an odd issue. I have a house with Sonos products in multiple rooms, including two rooms that have identical home theater set-ups with a Beam, a Sub and two Play1’s as surrounds. I recently upgraded my router and all the products appeared to have reconnected successfully. However, I noticed yesterday that one Play1 used as a surround in one of the home theater set-ups had a blinking white LED. I reset the speaker several times, each time successfully connecting the speaker to the network and Sonos system, but when I tried to finish the set up by adding the Play1 pair as surround speakers, the app gives me an error message after timing out saying it cannot add the speakers as surrounds. The other Play1 that was not affected reconnects as a surround but the affected one does not connect and returns to a blinking white LED with no sound. I am out of ideas. Any thoughts?

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Mikael i KungsbackaContributor I
posted in Speakers
Sonos 5 Gen 2 grabs the WAN ip from the gateway...

I recently moved to a new ISP (Bahnhof Villafiber) in Sweden, with a 1000/1000 Mbit bandwith. Everything worked fine until I plugged in my Sonos Play 5 Gen 2. The speaker seems to grab the WAN IP address, and shows up in the ISPs log files with its Mac address. The LAN internet connection still works, but the downstream bandwidth is reduced from 900 to 250 Mbit, which of course isn’t acceptable.  The gateway/router provided by the ISP is bridged (only acting gateway), and then the traffic goes through my OWN ASUS RT-N66U router.I have tried a few things - without any success:Make sure to plug in the Sonos speaker very late to the network, as the last device. Assigned a static IP address.So I’m searching for new ideas to solve the problem :)Anyone who has experienced this problem, and might have solution?Best Regards,Mikael

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GordyLyonContributor I
posted in Speakers
Problems Playing Music / Submitting Diagnostic

Hi all,I have 2/3 minor problems, that I am hoping are all caused by the same issue.1 - I have a Playbar and 2 x Sonos 1 Speakers set up as surrounds.  They don’t show in my list of Airplay speakers on my iPhone. This means I can’t play music that’s physically on my phone.2 - My setup works perfectly for any content (4k etc) via the TV, but music (Spotify specifically), seems to stop completely or cut out and back in randomly.  Sometimes it’s every song and other times it gets through a few songs before running into problems.I have run a diagnostic today - 1323474904, but there nobody available to speak to at the weekend, and I am flat out Monday - Friday 8am - 7pm, so never have time to call mid week.Any help would be greatly appreciated. 

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GCHJRContributor I
asked in Speakers
Play 3 will not stay connected in s2 app.

Does anybody have an solution as to why my play 3 will not stay connected in my s2 app? I have already reregistered it once and it is connected within my wireless router. 

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whydoesitsuckallofasuddenContributor I
asked in Speakers
Sonos speakers randomly disconnect

Ever since the recent update about 2-3 weeks ago, my five play:1 speakers keep randomly disconnecting.  Usually reseting my wifi works, but I’ll still need to factory reset one or two speakers.  This is both annoying and not viable as i need a 12 foot ladder to reach 2 of the speakers.I’ve unplugged the speakers, reset wifi, and restarted the speakers.  Ive factory reset every one of them.  the issue persists.  We’ve had them working without an issue for 2 years until this recent update.   In those 2 years, the speakers have not moved an inch and the wifi has not moved or changed.I’m beyond fed up with this system now.  This is in a restaurant setting, so when they disconnect my dining room goes silent, which is a huge problem.Last little weird piece is when the speakers go down, my sonos app and desktop app can see spotify and the speakers but i get an error when they try to connect.  when that happens, i can’t submit a diagnostic.The most recent successful diagnostic while this probl

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meld51Contributor I
asked in Speakers
Sonos App Greyed out, Can't connect to my Sonos 1

I have a Sonos Play 1 which I control on my network with my Android phone. Sonos App is 11.1 which I think is the latest version Android is 9 Sonos 1 is: Play 1 There are no network changes.   I lost connection to it recently. I notice in the Sonos App that a number of options are greyed out. These include Account System Services and Voice Which means I can't even log in or out.   I reinstalled the I Controller App and factory reset the speaker. When I tried to connect the speaker it wasn't found. I connected via Ethernet and managed to get it to work with my phone. However, when I pulled the Ethernet cable out, the speaker was disconnected again and the app greyed out again.   There is also a message across the top of the app which says: "Unable to connect to Sonos Fixit"   What on earth is happening? 

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