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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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5801 Topics
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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?

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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?

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Airgetlam
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

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Rowena B.
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JuanzaContributor I
asked in Speakers
Old system

I've got a Sonos system since 2013.I operate it with an Android 5 tablet.My Play 1 doesn't work. I think it's the fault of my wifi's.A few days ago, I succeeded in connecting my system without a Bridge, but since then my Marantz 7004 can't be connected to the Internet (via Sonos Connect). Previously, it was. I hear Deezer through a regular amplifier connected to the Sonos Connect via Aux port.What can I do, without spending money, and without buying a new tablet (it works perfectly)? 

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Airgetlam
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IM314Contributor I
asked in Speakers
Connection issues after they dropped Bridge

Ever since the update where I was forced to connect my trusty Play:3 directly to my home wifi instead of using the fantastic Bridge dedicated network that had been working without interruption for years, I’ve had daily frustrations. The first few seconds of songs are jittery, I get long pauses in streaming radio, and once or twice a week all my (completely up to date) apps refuse to see my Sonos device, and all that works is completely resetting my router and waiting 10 minutes.All this in a house with several devices and HD TV streaming high quality without issues from a 100 Mbps connection. All my apps and firmware are up to date, and this is really not what I expect from Sonos. My feeling about them dumping Bridge is that they tried to fix something that was not broken, and caused a lot of new problems.Anyone with the same problem and a *real* solution (don’t tell me to update, reset things, move my router, install repeaters, change channels, etc. - all of this has been tried and it

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AjTrek1
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Loulou607Contributor I
asked in Speakers
teconnect play 3

My play 3 has been disconnected for some time. I’ve changed internet provider and now I can’t get the two to connect. 

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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
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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.
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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
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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
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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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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
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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
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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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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
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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
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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
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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.
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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
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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
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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
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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 

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Mark P
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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
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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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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
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