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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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6017 Topics
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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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Airgetlam
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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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Airgetlam
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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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EmilB04Contributor I
asked in Speakers
Play 3 won't play on its own

Hi. My two Play 3’s are acting a little wierd. They can’t play anything on their own, but when configured as surround speakers or grouped with for example my Beam, they work. The Play 3’s show up in the Sonos app, but when I for instance select a song on Spotify It just loads (or sometimes stays on 0:00 seconds) and eventually says: “Can not connect to the Sonos product” (In Norwegian in my case) After a while the speaker/s disappears altogether ending up with that I have to restart them.Till this date, I am still clueless about what to do. I have reset them around 3 times (each) with occasional problems under the configuration progress. I have also Googled to see if anybody else have experienced something similar, but I found nothing. Screenshots from Sonos App, Windows 10 Pro:“Could not play radio station”“Please wait” I’m currently using a mesh network from Asus: ASUS RT-AX92UAnd the issue started after i switched to them, was using D-Link COVR-C1202.They have internet, and show up

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LindaStelzleniContributor I
asked in Speakers
missing product

when I unplugged my play one speaker and moved it to a different electrical outlet, I believe it said unable to play when I tried to play it. So I gave up and moved it back to its original location and now the product doesn’t even show up. The Sonos support says to go to settings and select find my missing products under support. But when I go to the support option I get a blank screen popping up.It’s not totally blank, it says support but that is all it says – there are no options listed. It seems to me moving a speaker from one location to another should be a relatively easy procedure. Please help. Thank you    

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James WGContributor I
asked in Speakers
Help needed - No lights

Hi there, tried to connect to my Sonos Play 5 (gen1) yesterday and it wasn’t appearing on my known devices on the app (Sonos S1)Went over to the device itself and there were no lights on, pretty worried as I love my Play 5! Please can someone help?Thanks,James

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ThomasVDBContributor I
asked in Speakers
2 Play 1s suddenly stopped working, cannot be found via app

Hi all As the subtitle describes. I got 2 PLAY 1 speakers in my system. Have been working like a charm for many years.However, they suddenly stopped working. The app is not seeing them anymore, I did all I could find on the net to reconnect but w/o any luck.Led light is full white, sometimes it starts to blink and goes over in a period of full white again.  Opened up a diagnostic ticket:492365961

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ERENContributor II
asked in Speakers
Play 1 dropped from Sonos network

Hi there,I have 2 play 1 and 1 playbar.. one of my play 1 is dropping from SONOS connection each day. RealIy, Im tired of it.  Everyday im trying and connecting it to Sonos system but one moment later it lost connection again.Thx for your help in advance

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Kurt BøgeContributor I
asked in Speakers
Two stereo coupled play 5:2 giving some kind of interference

Every morning (!) my two sonos play: 5 (2) sounds like someone shouting in an empty oil barrel. I need to remove the stereo coupling - and afterwards create it again. Then everything is OK - untill next morning.I’ve removed the automatic updating, but that didn’t solve the issue. 

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Airgetlam
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julezeeContributor I
asked in Speakers
Play 1 unable to detect wireless network

I have a Play:1 that won’t connect via WiFi after it was unplugged for some timeI’m using an Orbi WiFi system that’s outputting both 2.4 & 5Ghz. I have one other Play:1 and 2 x Play:5 speakers and they all connect fine to the same network. If I plug the speaker into the Orbi base unit via ethernet, it works fine. As soon as I disconnect ethernet and try to connect via WiFi, it doesn’t detect the network. It recently updated its software when connected via ethernet. This speaker was connected to the same WiFi network OK a few weeks ago but now it won’t connect. I’ve done the factory reset and checked everything. The speaker gets recognised by SONOS and connects fine (with the chime etc) but at the point where its trying to connect to the WiFi network, it says it can’t find it. I located the speaker right next to the Orbi base unit. Still no joy. As soon as I connect it via ethernet to the same base unit, its fine Please help...this is driving me nuts! 

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ERENContributor II
asked in Speakers
PLAY 1 CONNECTION PROBLEM

Hi there, I have 2 play1, 1 playbar and 1 play 5 in my house. and last week I moved to another house so another internet connection. I configured my playbar and one of my play 1 but I couldnt connect my second play 1. When i tried with ethernet cable it works. but when i try with wifi it stopped to play.Realy i m tired of it. Help mee! :)

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Paul_66Contributor II
asked in Speakers
I can't upgrade my S1 controller...

Help. I’m in an everlasting un-upgradable loop... I am a Sonos user since 2006. So I have some old gear and some new gear. I want to remove the gear that I am being told to remove  - Play5 (Gen1) - in order to be able to upgrade my S1 app as I need to reauthorize my Apple Music account which I can’t do without upgrading. When i go to remove the Play5 I am told I need to upgrade first. I cant upgrade because unless I remove the incompatible Play5 Ive been told i need to remove. I cant unplug the Play5 because when i do and try and upgrade, the system says you cant upgrade because all of your gear isn’t available. I have tried rebooting the Play5 etc. no advice works none of the error message advice works. In fact at this point in time nothing works. I have a Play3, Play 5 (Gen 1), Play 1, ZP100, ZP80, Bridge and DockOnly the Play3, Play5, Play1, ZP100, are currently in use and they all worked on S1 controller up until now.

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UxenContributor I
asked in Speakers
play 5, drops out.

Hello Sonos, I have a problem i can’t figure out, it started not long ago.we have a play 5, in our living room, sonos one sl, in our kitchen, and a play 1, on our first floor.  When We play music, and have them all 3 playing, then the play 5, drops out - if i disconnect play 1, then there is no problems.if play 5 is running, then i cant get play 1 to work.  diagnostic report : 1249672719 kind regards Lars Renner

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Ares83Contributor I
asked in Speakers
Second sub on Play:5 stereo pair

I am trying to add a second sub to my currentPlay:5 + sub setup. In settings->system->room there is no option to add a second sub. I also try to assign the sub to the room, but it says ‘a compatible sonos speaker is required …’ anybody achieved second sub wirh play:5?

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gemamaj255Contributor I
asked in Speakers
Sonos Five turn on / off everyday lifetime impact

Hi!I have 2 Sonos Five in stereo pair connected to a power strip in order to turn on / turn off the speakers.I’ve read that turning on / turning off ervery day could affect the internal circuits, that it would be better to have the speakers every day connected.I usually listen music around 2 - 3 hours per day, and the rest of the day are turned off.Do you think this could affect to the lifetime of the product? Is better to have it turned on? 

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James L.
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ViviBeneContributor I
asked in Speakers
S2 app dropping Play:3 speakers

I have two Play:3 speakers that keep dropping from the system after I "upgraded" to the S2 app. The Sonos One I have seems to stay connected. I'm able to get the system to recognize the Play:3 speakers by unplugging them and rebooting the router, but they keep disappearing. As of right now, they are not available on my S2 app, but I can access both of them through the Alexa app and they do play music. So, I don't think it's a connectivity issue. I'd prefer to be able to go through the Sonos app as I can't group the players in the Alexa app. Any advice??

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MarvContributor I
asked in Speakers
Room only plays when grouped

My Sonos equipment has been working fine for many years.  Over the last several weeks, I have intermittently not been able to play music in my living room (2 Play5 paired speakers), but the rest of my Sonos equipment is working fine.  If I rebooted my wifi, the living room would typically work again...possibly for a day or two or perhaps just hours.  Now the living room will not play, even after rebooting wifi. What I have discovered is that if I group the living room with a room that is already playing, the living room will also play.  If I ungroup, then the living room will stop playing.

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ArielPeaceContributor I
asked in Speakers
Play 1 and App stopped working

I have 4 play 1 speakers. All do a sudden the app is not working. I’ve done everything I structure to fix it, Including connecting to the router. 

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