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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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5741 Topics
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JimmyrjamesContributor I
posted in Speakers
Product not found after router powered off

Hi, I’m hoping someone can help.  Every time I have to reset the router for some reason, (ie a power cut or having to turn off the supply to do some work on the house etc)  all of my sonos products come back on the network and app, except for one. I then have to factory reset this individual speaker (play1) and then reconnect it to the network, sometimes this works, but other times it says product not found and won’t reconnect. The Alexa on this speaker still works and it plays things using voice, but it isn’t anywhere to be seen in the app! I guess this is a network issue, but why is this continually happening, any support would be most grateful, thanks. 

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GuacanoeleContributor I
posted in Speakers
Play 1 not appearing on app

Play 1 sitting right next to google nest wifi point will not appear on S2 app unless I go and press main button on play 1 everytime I load up app. WIFI is good in room, all sonos connected to nest WIFI.Any ideas?

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zestbowContributor I
asked in Speakers
Sonos Play:5 Gen 2 bad WiFi card

I've tried everything that everyone else has tried, but it's just dead. The app finds it and I get up to the point where it tells me it’s switching over to its own wifi connection, then it fails. I’ve tried it a dozen times. I’ve tried directly to the router using two different network cables in case I had a bad one. I’ve rebooted the router, the modem, the unit the phone several times. I’ve deleted the app twice and reloaded it. All my other Sonos devices have no problems.I’ve tried calling support three different times on three different days and each time I was put on hold for over half an hour or longer before they disconnected or hung up on me. I even got up early in the morning (PST) last week hoping to get in a short line but the same thing happens. Put on hold then disconnected. I even tried their chat but it's not working on their site. It's a shame since I’m a partner in an AV company and we have installed hundreds of Sono products but I can’t even get mine to work.it's out o

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Simon B
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SeyiContributor I
asked in Speakers
Faulty speakers - hardware

I️ have a set of Sonos speakers (a Sub and 4 Play 1 speakers) which I️ will like to send in for repairs. The sub and 2 of the Play 1 no longer come on, and I️ suspect this is hardware problem. I️ will like to send these to the service centre for diagnostics and possible repair. Any information on how to go about this is appreciated.

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Stanley_4
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estropajoContributor I
asked in Speakers
Sonos Deja de funcionar

Hello, when creating a stereo pair one of my Sonos play 1 stops working, it works for a while and then I have to plug it in again to be able to see it on my system, I have tried cable and Wi-Fi changing the network channel, but it remains the same, sometimes when creating the pair it says there is a problem adding the stereo pairdiagnostico con el parlante en mono: 1480550458 

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Rowena B.
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Nick SlaterAvid Contributor I
asked in Speakers
Can't pair two Play 1's Stereo Pair

I can't get two Play 1' to pair as a stereo pair. Both are in the same room as the router as we live in a small flat. What can I do? 

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Ken_Griffiths
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Ginge431Contributor I
asked in Speakers
Sonos Play:3 stereo pair goes out of synchronisation

The stereo pair I have created (Play 3 speakers with Sub) has been fine most of the time but would occasionally would go out of synchronisation; resetting the pair would rectify the problem.  Now, however, this problem happens all the time and after only a few minutes so I have to reset every 10 to 15 minutes or revert to mono!  I have not been able to make any contact with sonos so wondered if anyone in the Community had experienced similar problems and if so could offer any advice please?  Thank you.

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DOB40Contributor I
asked in Speakers
Sonos Play:1 not connecting to WiFi or ethernet

Diagnostic: 1190678458Had the play one in my office and decided to use it at home. I’ve tried all troubleshooting found on the net. Finally it just says that it won’t connect to the WiFi 

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Jos07Contributor I
asked in Speakers
Prise jack.

Bonjour, J’ai une sonos Play 5 2émes génération, la prise jack ne fonctionne pas, elle n’a jamais fonctionné. Je l’ai acheté à DARTY modèle d’exposition début décembre 2020, il a tout juste un mois.Que faut il faire ??Existe t’il un moyen pour la réparer? 

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Paul A
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Dallas71Contributor I
asked in Speakers
The S2 app report that the Networks "Ïn Use" - can't actually see networks

I've hooked up my Play 3 through an ethernet cable, using the S2 app (Tried S1 app - FAIL). The device works perfectly through the cable. I'm trying to setup the wireless functionality, but when I access the System>Network>Networks all I get is a message saying 'In Use’'. I can't see any SSID's. The message is the same on Apple IOS and Android. Asus router is B/G/N enabled and all devices are on the 2.4g frequency. 5g network is live, but shutting that down is not an option. Without access to the ssid's I can't setup the wireless passwords. All factory resets and updates completed. Any ideas or advice gratefully accepted. 

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Ken_Griffiths
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MR TimContributor I
asked in Speakers
S1 and S2 Play 5 Gen 1 and Gen 2

Hi, I have Play 5’s (Gen 1)  that I have broken away from Play 5’s (Gen 2) in order that I can use S2.  I am operating two Sonos separate systems in the house. S1 and S2  The Gen 1 keeps trying to update to S2 which I don’t want to happen. It forces you down the route, and of course needs to be reconfigured.  Any ideas on how to stop this? Cheers 

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stevestevesteveContributor I
asked in Speakers
intermittent connection and control problems most noticeable with Spotify

Can see speakers but sometimes can't connect to some, not always the same speakers. If connected, control is intermittent, such as next track stops working for 10 minutes or so, then does. Grouping listed speakers works sometimes, doesn't other times, some will add to group some won't, different speakers at different times. Sometimes no problem, sometimes shows as grouped and then will ungroup. Volume control sometimes works sometimes doesn't. Playback sometimes just stops, sometimes jumps to next track. Problems seen in both Sonos app and Spotify. I'm on 100MB broadband connection. Using S1 app, with obsoleted play 5, and a playbar (with Ethernet cable) and play 3 that managed to survive the cull. Issues becoming progressively worse, started just over a year ago when Sonos started pressing me to brick and buy again.

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DelphineSContributor I
asked in Speakers
Play 3 light showing solid amber light

I recently moved my Play 3 to a different location. I can not connect it and the light shows a solid amber light or just white light but I can't connect. I tried everything that is recommended (rebooting, changing place, changing device to connect, etc). My husband,s phone can connect to it but my Ipad or Iphone can’t. My husband’s Iphone can’t connect to the other Sonos Play 1 we have (and which works perfectly for me). What shall I do?? Thank you. 

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CrazyeasybartenderContributor I
asked in Speakers
Tidal connection issues on Sonos Five

I recently purchased a Sonos Five. I first had it hardwired with an Ethernet Cable to my router and I was able to use Tidal Connect like Spotify connect. I recently moved the speaker and it is now connected to 5GHZ wifi instead of being hardwired and now the Sonos speaker will not show up as an option on Tidal Connect. Spotify connect still works though. Any help?

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ratty
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drummershaneContributor I
asked in Speakers
Sonos not connecting to Google mesh WiFi

I’m sorry guys I’m new to Sonos and I have no networking experience.  I have a Google Wifi mesh network. but since it automatically assigns 2.4 or 5 GHz (i.e you can’t force the sonos devices to choose one or theother) I find that certain components either don’t connect at all or have a long delay before working.  For example, if I play music through “everywhere”, one of my SLs or my sub for example won’t play the music either at all or takes several minutes to get going.  I don’t know how to remedy this problem - I called support and they told me that I had to keep all Sonos devices on either 2.4 or 5, but as I’ve been told by Google their Wifi doesn’t allow being forced to one frequency over another.  I have 3 Ones, 1 Sub, and 1 Five.  The sub is connected to 1 of the Ones.   Please advise - any advice would be much appreciated!  

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BMW RunnerContributor I
asked in Speakers
Play:3 won't complete Trueplay set up

Hi,I have a Play:3, Play:1 and a One.  The other wo speakers set up fine and sound great, but the Play:3 won’t complete the Trueplay process due to excessive background noise.  There is no background noise, I have tried the online advice of removing the cover from both my iphone 8 and ipad, but both have the same problem.  I have tried deactivating bluetooth as well.  I have also tried placing the epaker in different rooms to retune.  All with no success.  The other two speakers worked fine with no problems with the set up.  

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Ken_Griffiths
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LeotrimContributor I
posted in Speakers
Sonos:Play 3 slow to respond

Hi,I have a Sonos Play 3 that i bought a few years ago. I have since i bought it had issues with both the Sonos app and via Spotify being slow to respond. It takes a lot of seconds until it responds. For example:If i increase or decrease the volume it takes near 5-6 seconds until something happens (this is for both the Sonos app and Spotify).  It has annoyed med a lot, but recently it has become so bad that it’s really frustrating and making me question the product. Would be great to get som assistance. Best regards,Leo

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ThomasHHContributor I
posted in Speakers
Sonos updated and now I can't add Play:3 to my system

Hi,the “genious” SONOS marketing try to force me to upgrade my system:3x SONOS Play:31x SONOS Bridge1x SONOS AmpAfter removing one Play:3 i CANNOT ADD IT AGAIN to my system…  again and again foring me into update process, which FAILS every time and telling me I should buy new components!I really start to HATE SONOS!!

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Smilja
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PaulS123Contributor I
posted in Speakers
Play:5 g1 WiFi setup fails

I have a play 5 (gen1) that was working fine in all respects - until I unplugged it and moved it to the other side of the room. Same wifi, same router etc etc..No amount of trying will get the thing to be found. I even plugged in an ethernet cable… reset everything including setting up the wifi….. then when I removed the ethernet and tried to use the play 5 over wifi - it simply did not work. I’ve screen shots where the app says to connect to the sonos wifi to set up my play 5… with the same screen shot showing my phone IS connected to the sonos wifi. Followed all the advice regarding IP addresses… been a network expert for years… but 2 hours on this and I want to throw the Play 5 away….how can this be such a hard job? The online help just says check the password - which is no help as only an idiot would not have checked that!!!!so frustrated - really want someone at SONOS to call me or accept my play 5 back as not fit for purpose (or offer me a Gen 2 upgrade at a discount as they can

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Airgetlam
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Footy_heroContributor I
posted in Speakers
Play 1 connection to Bridge & wifi

Hi,I’ve not used my original Play 1 & bridge for a while. Recently updated the S1 app, logged into my account. I’m unable to either connect to an existing setup or create a new system setup. Are my original products still compatible? Any help would be great, thanks 

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ratty
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RT310819Contributor I
posted in Speakers
Sonos Play:5 update fails

Anybody having issues updating Sonos play 5/Sonos five?My Sonos Play 5 not updating despite several attempts.Please help.

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Airgetlam
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andyjcContributor I
posted in Speakers
Can you play music through play 5’s that are set up as rears in a surround sound setup with a beam

Hiive set up a beam with 2 play 5’s as the rears in a surround sound set up in my living room.but if I want to just play music, is there  a way to just use the play 5’s ? thanks 

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Ken_Griffiths
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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
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trainwreckContributor I
posted in Speakers
Sonos Play 5 won't accept wifi password

I know there have been other threads with this same question, but none of them have resolved the issue for me. My play 5 was working well for a year or so, when suddenly it just stopped. I factory reset it and reset the app on my phone, which finally let me get it working on LAN. No matter what I try though, I can’t get it to accept my wifi password (which I have 150% confirmed is correct, typed correctly, etc). I have already confirmed:Signal is good, as it is literally 2 feet away from my access point Access point is putting out both 2.4 and 5 Ghz signals speaker works perfectly when wiredUnfortunately I can’t actually get in touch with Sonos support. I have tried calling and their chat feature, neither of which actually put me in contact with anyone.Does anybody have any suggestions on where I should go next?

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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.
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