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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Keith N

Sonos Staff

Thanks for the diagnostic report, Oliver22.This report only shows two devices that are wireless. Perhaps a few more details of whats going on could be helpful. What Sonos device is missing? What color is the LED when you plug it into power? Much appreciated.

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

Hi Keith.

The device is a play:5 Second Generation, the light is solid white. Thanks

Keith N

Sonos Staff

Understood. At the time of the diagnostic report, was the PLAY:5 plugged into the router via Ethernet? If it was not plugged in, please submit another diagnostic report with the PLAY:5 plugged into the router. Additionally, can you tell me a little more about your local network? What is the make and model of your router?

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

Hi Keith.

I have submitted a new diagnostics with the ID: 8070257. The Paly:5 was now connected via cable. The router is a technicolor 789 VAC. Does that help?

Thanks
Oliver

K

krock

Lyricist II

hi,
2 rooms were missing from my controller. After fussing around sonos asked to register my connect. I did and one room appeared on the controller. The tv room which has the play bar and 2 connect 3 speakers is still missing. Can you help?
diagnostic number is 8071991

K

krock

Lyricist II

problem is resolved. What a pain in the ass. Seems that I had to link these components to my account even though I had them for years. Why now and why not some kind of notification or instructions. two weeks ago i could not access my library. Spent a couple hours figuring that out now this weird linking of devises. STOP with the updating of software!! Seemed fine to me before.

Keith N

Sonos Staff

Hi there, Oliver22. Thanks for the fresh diagnostic report. I was able to determine that we will need to replace your PLAY:5 due to a faulty wireless card. Please send me a PM with the following details and we can talk about how to get you back up and running. Thanks for your patience.

Full Name:
Shipping Address:
Contact Number:

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.

F

fromjoel

Lyricist I

Lost a room too. Rebooted router and the affected PLAY:1, but no change. Diagnostic: 8097925. Thanks

Keith N

Sonos Staff

fromjoel: Thanks for the diagnostic report. Based on the result, I would recommend giving our technicians a call to troubleshoot this in real time. It seems the PLAY:5 you have is showing signs of a faulty wireless card. This would explain why your PLAY:1 is not showing up. If you give us a call we can take care of the PLAY:5 and walk you through getting the PLAY:1 to be functional at the same time.

Our contact information can be found here.

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.

C

chathamtri

Contributor I

I am having the same issue - on my Mac I am missing one of the Kitchen Sonos Play 3 speakers and on my Apple IOS app I only show 1 Kitchen Play 3 speaker and am missing the Kitchen speaker and the two Living Room speakers. Diagnostics number is 8102297

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