Contributor I

Answered

Lost A Room On the Sonos App

144 replies
129797 views

Hi, I went on my phone and went on to the Sonos App , i went down to click T Bedroom and it wasn't there. It completely has disappeared and I can't listen to my music through Sonos. It has always worked as I always listen to music in my room. Do you know how I add my room back in? What is the problem?

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Edward RAnswer

Retired Sonos Staff

Lately, we have noticed this topic getting a lot of traffic. Although diagnostics are much appreciated, we do not always get the opportunity to conduct one-on-one troubleshooting.

If you are still having issues maintaining connection to one or more Sonos devices, sometimes, it's as simple as turning the router off for a few seconds. If this doesn't help, below you will find some useful content that we strongly recommend reviewing.

This article, that talks about Speakers disappearing or dropping off controller. This is an issue commonly caused by WiFi interference.

If you are still having issues, you may wish to get in touch with our support team via telephone.

Try searching our articles for help with your question: https://www.sonos.com/en/support

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sebastianmorrison

Lyricist I

I have have 4 rooms connected, and one has dropped off - I've tried resetting the router, tested the line, power-cycled the play:5 unit and still nothing. Diagostic #7915507 Many thanks.

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rdo

Lyricist I

I have the same issue with my system. I have lost the Playbase from the system. I have reset the wireless router frequency, I have done a factory reset, I have hardwired the speaker directly to the router, and nothing works. Diagnostic number 7921544

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sebastianmorrison

Lyricist I

After diagnostics it turns out my -12month old play:5 has developed a hardware fault - replacement due.

Keith N

Sonos Staff

Hi Tom, would you have any advice on the seemingly dead play1 above? The weird bit is that it powers up, gets to green light and then during the pairing process goes blinking orange immediately after the sound that follows pushing the two buttons to pair.

After pressing the two buttons the flashing orange LED is normal. This means it is trying to communicate with your network and get an IP address (as noted here). What we are more interested in is what the Sonos application is doing after the button press. Does the screen stay at the press the two buttons step or does it say "Connecting..." and then fail?

As you'd assume, these outcomes tell us different things about where in the handshake process things went awry. Thanks in advance.

Building community is like building a garden. You build the frame, till the ground, plant the seeds, feed the plants & sometimes you gotta pull the weeds.

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SusieJ

Lyricist I

Hi there, I've been having this issue ever since I upgraded my router to a SkyQ a few months ago. I've got three Sonos one speakers, all used to work fine. There's poor wifi in my house so two are plugged into a HomePlug (Solwise). Since changing my router only one shows up regularly (it's plugged into a HomePlug). One that is also plugged into a HomePlug doesn't show, the one plugged directly into the mains and working on wifi doesn't show at all.

I've reinstalled my router settings, plugged and unplugged the speakers, and nothing works. When I connect them directly to the router they show up on the system, but when I move them back into their proper location they don't show. I can't use my system at all at the moment - please help!

I'm using IOS controllers (Ipad/IPhone); controllers and speakers have all been updated. Diagnostic #8057907. Thank you.

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Papa Pond

Lyricist I

Hi Sonos,
I have the same problem, Diagnostic Number # 8057853 and after reboot my router the Diagnostic Number is 8057947.

Keith N

Sonos Staff

SusieJ: HomePlug or PowerLine network devices do not allow Sonos to function as intended. Without the HomePlug's involved, what network devices do you have? I'd be happy to help get Sonos working reliably for you. Thanks in advance.

Papa Pond: Thanks for the diagnostic report. Could you tell us a little more about your local network? I can see you have quite a few devices plugged into the network. Do you have any switches, extenders or access points? What is the make and model of the router you are using?

Building community is like building a garden. You build the frame, till the ground, plant the seeds, feed the plants & sometimes you gotta pull the weeds.

P

Papa Pond

Lyricist I

Hi Keith, Thanks for your reply, my router is Linksys LRT224, switch is Linksys also and the AP is Ubiquiti Unifi AC PRO.
The one the always has a problem is Play5 Gen 2 (Office (L)). I created stereo pair for this room, the right channel is working fine and never disappear from the Sonos app (when I check on "About my Sonos sytem"). if you need more info, please feel free to let me know.

Keith N

Sonos Staff

Thanks for the details, Papa Pond. The Office (L) does not appear in the diagnostic. What color is the LED on the unit? What happens if you plug the PLAY:5 directly into the LRT224? Does it come back up on Sonos?

Building community is like building a garden. You build the frame, till the ground, plant the seeds, feed the plants & sometimes you gotta pull the weeds.

O

Oliver22

Lyricist II

Same issue here. When I connect it directly to the router Sonos finds the speaker but still no music is played there. The button at the back does nothing and all reboots didn´t help. Issue no: 8065852

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