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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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5144 Topics
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Andrew57Contributor I
asked in Speakers
Unsble to sign into new app

Unable to log into App. Says to update (no update available as updated already), then to log in but won’t let you log in until updated!Trying to add new Ray!

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7 months ago
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jkpalmer52Contributor III
asked in Speakers
Silencing room(s) with new iOS app

How does one silence a room using the iOS app?  Turning down the volume is one way, I know, but the old app used to allow the user to turn off the speakers without ungrouping or using the slide. 

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7 months ago
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JOHN888Contributor I
asked in Speakers
APP CRASHING CONTINUOUSLY

Can anyone help. An entire day gone trying to reset up my Sonos One. App crashes and 'ADD' step. Have reinstalled, reset speakers, prayed and done a rain dance. Online support is offline globally.HELP!   

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7 months ago
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Eltel444Contributor I
asked in Speakers
Setting up Sonos One

I acquired four Sonos Ones from a friend. I performed a factory reset and was able to carry out a software update. When trying to add them to my system I am able to connect to the speaker, but they do not emit an audible tone to finalise the installation. They also will not connect by the alternative method of pressing one of the buttons. Any ideas?

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7 months ago
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janjuamanjotContributor I
asked in Speakers
play 5 gen 2

Hello All,I own a Play 5 Gen 2. I have been using it from past 7 years. Just last week I updated the new Sonos app. After I updated the app the bass on my speaker reduced. Previously on +3 bass I used to get awesome feedback on Bass. After update the bass has reduced significantly. I tried to retune the speaker but it did not make any impact. I hope Sonos has not tried to play smart by tweaking the software so that music quality degrades and the person buys their new product. Did anyone face the same issue ? And do you have any recommendation to fix the issue ? Thanks in advance. 

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7 months ago
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sourlowyContributor I
asked in Speakers
Unable to reconnect Arc to new wifi

Hi I have been using my Sonos Arc in Australia with no issues. Now I have moved to Hong Kong and I am guessing with the new WiFi I have to set up my Arc again with the Sonos app again so I can use it when streaming Apple Music. The sonos app constantly says it is unable to detect my system. I have tried factory resetting more than 10 times, the process works fine until the orange and white light blinks but I have not seen any green light. My Arc is connected to my Tv via HDMI cable and it works fine. So I know the system is working well. Its just not being detected by the Sonos app. So frustrating!! It’s been a week. Any advice is super appreciated!

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7 months ago
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StardogEnthusiast II
posted in Speakers
rapid downgrade of Sonos product quality

I have three newer Sonos products that have been purchased between a year and a year and a half ago. All three of those products are useless because of the terrible app update that was forced on me. The old school play 5 that I purchased in 2013 still works to this day. Still works. I can still play my music on the Sonos Play 5 that I got in 2013 but I cannot use three newer products less than 2 years old the same way anymore. I miss the old Sonos and I want my money back for this new junk sonos. So anyone that could pop in some Sonos Alternatives here I would appreciate it. Because I know the best way to get the attention of Sonos is to talk about other companies to replace sonos.  

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7 months ago
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VillenContributor II
asked in Speakers
Era 300 and sub

I have 3x era 300s and 1x sub gen 3 in large entertainment room for music listening only. 2x Eras are connected in stereo on one end of the room and 1x era 300 is paired with the sub gen 3. the room dimensions = 5 meters x 8.5 meters x 2.5 meters (height). My issue is to do with bass since most of the bass is on one half of the roof. Do I need another sub or is it a placement matter? Please help

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7 months ago
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ZusanoContributor I
asked in Speakers
difficulty getting sound out of the SL

We have the beam which we use for TV volume and on the other side of the room we have one SL. Since the app was updated, I have had a lot of trouble getting sound out of the one SL. I mess around on the app for about 15 minutes and finally I do something that gets sound out of it but I have no idea what that is. I wish that I could find what all the settings should be. I can provide more information if needed. Thanks to anyone that can answer or help me.  The image above is what I see. No matter where I move the volume on the one SL no volume comes out of it.

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7 months ago
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dmerklContributor I
asked in Speakers
Sonos 1:Play

I am trying to add a new speaker. The app tries to add a speaker with a different serial number than mine. Any ideas?

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7 months ago
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Disco_StwoContributor I
asked in Speakers
Gen 2 Sub power failure

Gen 2 Sub no power - There are quite a few posts on power failure in the Gen 2 Subs. My product is out of warranty but it is obviously a product design fault due to regular occurrence. What is Sonos doing to repair these Subs. They were not cheap!

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7 months ago
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timroggemanContributor I
asked in Speakers
apple music on sonos five

HiI bought a new Sonos five today to add to my existing setup of connect, move and 2 play:1 speakers. Apple Music (paid subscription, lossless) works fine on the existing speakers but doesn’t play on the five: Five skips to the next song all the time. Other sources do play on the five, like Sonos radio and my freemium Spotify account.  can anyone help me out of this pls?thxTim

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7 months ago
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danielanderson181818Contributor I
asked in Speakers
Play 1 wont find room

I have just plugged in my Play 1 after years of not using it. I factory reset it, went through all the steps to set it up, then it asks me to connect it to a room and is left on a loading screen saying “Adding Play 1 to bedroom”. The loading screen just keeps going and going. What do I do? 

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7 months ago
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flying pencilContributor I
asked in Speakers
Pairing existing speakers to new wifi network

I just bought my own modem/router instead of paying the cable company rent for theirs.I cannot figure out how to connect my two Play 1 and one Play 3 speakers to the new network. The Sonos help pages say that I must do a factory reset but I can’t figure out how.Someone please help. 

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7 months ago
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Darren WatersContributor II
asked in Speakers
Sonos Five buzzing

Since the app update my Sonos Five (which is in a stereo pair) buzzes for a few seconds whenever I return back to the app and the room is set to the room where the Fives are placed. It sounds almost like interference.  Very annoying. 

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7 months ago
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dajbakerContributor I
asked in Speakers
alexa not working with new updated software & App

Really not going to buy another sonos product.As soon as the new app arrived my whole system went to rubbish, I can't control Alexa or timers, the app appearance is the worst. This is not a smart speaker anymore, more like a dum speaker. Probably like a lot of people I have a large Sonos collection of speakers (5 x 1s 2 x 5s 1 x sound bar 1 x sub and 2 x roam) all now unplugged expensive door stops. I will not hesitate to suggest to anyone I come across thinking of buying a smart speaker to  seriously avoid Sonos products.Sonos you has seriously damaged you reputation as a so called high end product.

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7 months ago
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PahemiContributor I
asked in Speakers
Cannot use Play:1 since update: no pairing sound

I couldn’t connect since the latest App update and did a factory reset on the Play:1. Setting it up seems to work at first but when it comes to playing a sound on the Play:1 it does not do it and then the setup fails. It works very well on the Era 100.

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7 months ago
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Tom giltinanContributor I
asked in Speakers
i just bought a sonos play1 and isnt working

Hey everyone I just bought a Sonos play 1 and I can’t for the life on me get it to show up on my account it’s connected to my WiFi and account but isn’t showing also can’t get it to update it keeps saying (the system owner much be logged in  please have the system owner log in  if anyone can help I would be really glad as this is really annoying 

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7 months ago
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BikespodContributor I
asked in Speakers
update has made speaker unuseable

I only have a Sonos play 1. It’s been touch and go for a good few years. I can open the app, load up Apple Music put a song on and it will play, then it disconnects and the app can’t find the speaker. Reset start again etc. Then it’ll go weeks being fine. However since the last update ( which I’d hoped might sort these issues ) it’s actually worse. Play a song, try to play a different one and it says “something went wrong” try to send diagnostics “something went wrong” infuriating. 

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7 months ago
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RoxaneBContributor I
asked in Speakers
my sonos play:1 is not working since the update

 

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7 months ago
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LizlozContributor I
asked in Speakers
Connecting a Play 1 to a TP-Link

Hi allI’ve given my son a Play 1 speaker for his room, but he uses a TP-Link as he can’t get a good connection in his room.  We’re running into problems setting it up as it keeps coming up with error messages.  Any tips gratefully received! 

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7 months ago
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claudesContributor I
asked in Speakers
IKEA Symfonisk issues

We have 8 Symfonisk in our space - since the update the speakers cut in and out, are generally unresponsive and when I factory reset the speakers one by one, an error message says that it can’t be linked to my account.  I’ve tried transferring ownership but it doesn’t solve the issues of the music cutting in and out.  Does anyone have a fix? The speakers had been rendered useless as a result. Completely unusable. 

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7 months ago
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Greg BarlowContributor I
asked in Speakers
One SL pair stopped working since app update

Hi, I have a Sonos sound system composed of an Arc, 2 One SL speakers and a sub in my living room. I recently (last few days) discovered the One SL speakers no longer are outputting sound. I opened the Sonos android app to discover that there appears to have been an update, and both my One SL speakers are showing as network unavailable. I factory reset the 2 surrounds and reconnected to my system (living room group) , but I still get no sound from either. Both are flashing green and show as having no network available in the app. Please help as this is very frustrating. This is the first time I've had an issue with my Sonos products since purchasing them around 3 years ago.If you need any more information let me know. Regards, Greg

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7 months ago
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Stone101Contributor I
asked in Speakers
Move 2 network settings

Just got a Move 2 and a Roam.I have 2.4ghz and 5ghz  networks but both these portable units have connected to the 2.4ghz and I can't see any option to select the 5ghz. There is not UPDATE NETWORK button in the settings on the app. I have a Playbar, Sub, 4x S1's and a Beam. The Playbar and the Beam are ethernet connected.All work well I just want to move the Roam and Move 2 to the 5ghz and can't understand what I am missing?(Got a Boost in a drawer that I've never used so would I be better off setting that up and connecting the portables to that?) Thanks Mark

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7 months ago
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IrakiContributor I
asked in Speakers
Latest app issues

Does anyone else have operating issues with the app? I have a One SL, app upgraded and now does not work at all! Cannot change tune stations, cannot chose music, cannot find alarm, voice control doesn't work. Most frustrating is waiting time on call contact is over 65'(!) tried over 5 times to reach Sonos on the phone UK. Chat doesn't come through either. Non available or I'll wait in the queue and then it will drop.  

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7 months ago
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