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Lost A Room On the Sonos App

  • 15 December 2014
  • 144 replies
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144 replies

M
Thank you, Chris and Keith! Once I’m back home I will try that and let you know what happens.
Keith N
Manuel Gemperli: Thanks for the diagnostic report. Please plug the PLAY:5 into the router via Ethernet and resubmit your diagnostic report. I'll be happy to give next steps. Thanks in advance.
Chris
Userlevel 7
Badge +22
Hopefully Sonos sees your diagnostic. Sometimes its hard to see at the end of a 5 page thread.

If you take the Play:5 to your router and plug it up via Ethernet - does it come up then?
Respect the Queue (1)Move (2)Beam (1)ARC (1)SonosOne (1)Playbar (4)Play5 (4)Play1 (3)Play3 (1)Port (2)Connect (1)Connect:Amp (3)Sonos Amp (1)Sub + (9) Echo + Smartthings
M
Hi Sonos team,

Same issue here. Tried rebooting and changing the WiFi channel on boost. Living room (play 5) is not showing up after it had worked for about a year without any issues. Diagnostics number is 8380347.

Thank you for your help!
P
I lost my play 5, diagnosis 8239024
S
Hi,

I've also lost two rooms.
My Setup is as follows:
- One Play:Bar ("Livingroom") -> Linked to Ethernet
- Two Play:1 ("Gartenzimmer" and "Jakob")
- Two Play:3 paired as Stereo (named "Kitchen")
- One Sonos One (named "One")

Had a party today,
- grouped Livingroom and Kitchen
- first, Livingroom started turning off and on, while it was showing on the App, while Kitchen kept playing
- after 15 Minutes, the "Kitchen" (and the "One" - but not used) were lost from the App, Kitchen kept playing
- then, music from "Kitchen" stopped
- stopped all Sonos Apps and restarted them several times (also later) w/o success
- Restarted the Router (Speedport W725V) twice, w/o success
- Climbed up on the kitchen counter while the guests were there to pull the plugs from the Play:3's - no success
- Changed channels on both Sonos and Router, no succes


Sent Diagnostics as 8199385

I really need you to fix this. Though it sucks that my party had to go withouth music...

PS - perhaps when sending the diagnostics, one of the kitchen players was still unplugged...
P
I am having the same problem with my Play 5 on my account. I have factory reset my speaker. I have re added the speaker. I have reset my modem. I have reset my controller. I have called repeatedly and not gotten through to technical support. Can you please help with this issue?

Diagnostics number: 8139632
Keith N
chathamtri: Understood. Thanks for the diagnostic report. I notice you are using a Google WiFi Router. When trying to set up Sonos in a Standard wireless configuration on a Google WiFi network, I have found the best success working with a technician over the phone. One of the challenges with wireless on Google WiFi is that the channels automatically change. This can cause havoc for Sonos. When you get on the phone with a technician they should be able to help get your system in a more stable configuration. Our contact information can be found here.

lvnt: Here was my last reply to you.
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.
If you are still having troubles after this much time has passed, I would recommend giving our technicians a call to troubleshoot this in real time. We want to respect your time and get this PLAY:1 working as expected. On the phone, they can go over the steps in a remote session with you on a local computer. Thanks.
L
Hi lvnt, welcome to the community. Can you temporarily wire in that missing player to your router with Ethernet cable? Make sure the light flashes white for a minute or so and then goes to solid white. That's what you should see for normal operation. Once you get that white light, check on the app to see if the room has appeared. If not, try adding it again by following the menu under Settings > Add a Player or SUB. If you ever manage to get the speaker showing again, please send us a diagnostic at that point and reply here with the number you get.

If you cannot get it to appear, or the lights are not doing what you expect, you may want to try a factory reset on it. If that works, try to add it in again. Let us know how it goes.

Hi Tom, is there anything to do here? It's very frustrating not to be able to use the play1. It's a very expensive paperweight just now... Again upon pairing, the app sees it with the appropriate SN (MAC address) then when I press the two buttons there's a deep dongding,the light goes blinking orange, and then nothing, shortly I'm back to blinking green.
C
Userlevel 2
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
Keith N
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.
F
Lost a room too. Rebooted router and the affected PLAY:1, but no change. Diagnostic: 8097925. Thanks
Keith N
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:
K
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.
K
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
O
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
Keith N
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?
O
Hi Keith.

The device is a play:5 Second Generation, the light is solid white. Thanks
Keith N
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.
O
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
Keith N
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?
P
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
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?
P
Hi Sonos,
I have the same problem, Diagnostic Number # 8057853 and after reboot my router the Diagnostic Number is 8057947.
S
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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