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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R

rgraper

Lyricist I

I am having the same issue my number is 8398016

J

JodiHummer

Lyricist I

Same issue here. Today is the third time and rebooting hasn't worked. My confirmation number is: 8414040.

Keith N

Sonos Staff

Manuel Gemperli: Thanks for the diagnostic report. Please send me a PM with the following information. It seems we will need to replace this device due to a failing wireless card. Thanks!

First / Last Name:
Shipping Address:
Contact Number:

rgraper: This diagnostic report shows the PLAY:5 functioning on wireless. However, I see that you are currently using extenders to connect to the network. Can you tell me a little more about your local network? What is the make and model of your router and access point?

JodiHummer: Based on what I am seeing on the diagnostic report, the PLAY:5 is missing from the network. Would you mind plugging the PLAY:5 directly into the router using an Ethernet cable? Afterwards, please submit another diagnostic and I will be happy to take a look.

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.

V

vontura

Lyricist I

Hi,

Same issue here:
Number is 8463637

Tried with ethernet cable via apple airport and wireless via apple airport

Keith N

Sonos Staff

Hello there, vontura. Thanks for the diagnostic report and for posting. I can only see a problem with the BRIDGE accessing the outside network. Could you tell me what is physically nearby the BRIDGE unit? I understand that you are using an Apple AirPort, however, according to the diagnostic report, IP addresses are assigned from a ZTE router. Are you able to access that device?

Thanks!

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.

V

vontura

Lyricist I

Hi Keith,

I can access the ZTE router, just connected the player with an ethernet cable to the router but the player doesn't show up.

G

great_stussy

Contributor I

Hi there,

I have half the same problem.

My config:
Sonos Play 5 2nd (Wireless) // Room name : Cuisine
Sonos Connect (wired to router) // Room name : Salon
Sonos Play 1 (wireless) in bathroom // Room name : SdB
Sonos Play 1 (wired via CPL to router cause it's uptsairs) in bedroom // Room name : Chambre Laulau
Sonos Play 1 (wireless) in my office (near my router btw) // Room name : Chambre Julien

my diagnostic number is :996911756

I can see my office speaker in the app (Win10) but not in the android app.
When i reboot my router i can see it on my phone for a fgew minutes then it disappears again.
My girlfriend has an android tablet taht also can see my speaker.

When I first saw the bug, 2 speakers were a stereo pair in my bedroom, each on a side of the bed.
When the bug occurs the pair disappear. When i break the pair, the other speaker reappear but not mine.
I moved my side speaker to a new room, my office.

I tried to wire the problematic speaker, it does not change anything. My PC sees it, and my phone does not.
All my speakers are well recognized in my router setup, and all have a reserved IP. I tried DHCP aswell, same problem.
Shall i try to come back to standard wifi mode since i am now in boost mode ? (with 2 wired component)

I hope anybody could give me an idea or an answer to solve that mystery.

In advance thank you.

Have a good day

Z

Zephead2112

Trending Lyricist I

I installed my new Sky Q router today (and have since read about others who've had issues with Sky Q & Sonos) and all of my rooms are back on-line except for one, the guest room. I've tried everything/all the usual tips to get this stereo pair of Play 3's to re-join but no dice. I note from the Sonos app on my PC that this stereo pair is showing as [?&R] suggesting that the right hand speaker is not connecting (?). I've unplugged each of the speakers and taken them to the router where I've connected them via the Ethernet cable. They both work, including the one that was left in the geust room. Our guest room is next to the lounge where the router is. The kitchen speakers, which are furthest away from the router, work fine. I'd really appreciate any help! Many Thanks.....

Z

Zephead2112

Trending Lyricist I

I note from the Sonos app on my PC that this stereo pair is showing as [?&R] suggesting that the right hand speaker is not connecting (?). .... Apologies, that should obviously have read LEFT hand speaker.

Z

Zephead2112

Trending Lyricist I

I note from the Sonos app on my PC that this stereo pair is showing as [?&R] suggesting that the right hand speaker is not connecting (?). .... Apologies, that should obviously have read LEFT hand speaker.

UPDATE which may be useful for those having similar issues; although I had read that the Sonos system no longer requires a bridge, I reinstalled my old bridge and all worked perfectly straight off. Happy again......

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