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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Jeff S

Retired Sonos Staff

Hi, I have the same issue. Works again if I reboot router but would very much like to solve this permanently :)
Diagostics 6333067. Thx.

Hi Tagreners,

Your Sonos units are sometimes losing their IP addresses. Rebooting your router likely frees up those IPs again and allows your Sonos system to reconnect. Please check your router's DHCP pool and make sure there are enough available in the IP range. Sometimes routers have by default a small number of IPs available to assign. Also, if you have an IP address reservations set up, please check these as there may be IP conflicts from time to time.

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T

tagreners

Lyricist II

Hi!
My brand new router (Asus RT-AC87U) has a DHCP pool ranging from 192.168.1.2 to 192.168.1.254 - e.g. 253 IPs, and I don`t have any reservations.
This issue only involves my 2 Sonos 5 (new model) - none of the others - Sonos 1 and Sonos 3.......

Jeff S

Retired Sonos Staff

Hi!
My brand new router (Asus RT-AC87U) has a DHCP pool ranging from 192.168.1.2 to 192.168.1.254 - e.g. 253 IPs, and I don`t have any reservations.
This issue only involves my 2 Sonos 5 (new model) - none of the others - Sonos 1 and Sonos 3.......

Hi Tagreners,

It would be best to continue troubleshooting over the phone. I've created a support ticket for you: 160707-001179. Please give us a call and we'll help out. You can find our phone number here.

Help others find useful content by clicking the like button and selecting the best answer to your question.

J

Jma1987

Contributor I

I'm having the same problem - Diagnostic number 6412315

Jeff S

Retired Sonos Staff

I'm having the same problem - Diagnostic number 6412315

Hi Jma1987,

There's some wireless interference showing up which is probably why your speaker isn't connecting properly. It is communicating with your other Sonos units, but not well enough to keep its network address. Please start by changing the Sonos wireless channel, here's how.

It may also help to reboot your router and missing Sonos unit. This should cause the speaker to get a new network address. To reboot your speaker just remove it fro power for ten seconds or so.

Help others find useful content by clicking the like button and selecting the best answer to your question.

M

MichalSzl1

Contributor I

I got similar problem. Connect will not show up in my controller though it bots (flashing white light) and then has steady white light. Room with connect in it will not show up in the controller app. Support code is 6624088

Tom B

Retired Sonos Staff

Hi MichalSzl1, welcome to the Sonos community. Can you try restarting your TP-Link router by removing the power cable for 20 seconds? It looks like your other players have had problems authenticating with the access point, and I would guess perhaps the CONNECT has had the same problem but worse. If the CONNECT does not re-appear after the router reboot, connect it to the back of the router via Ethernet cable and send us a new diagnostic.

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M

MichalSzl1

Contributor I

Hi Tom, I reset connect to factory detail and added back to the system. Still after 30min playing musinc from line in source the romm where connect is set up dissappears. i need to unplug power cable and boot connect back. 2/3 times it works. other 1/3 i nned to wait some 15-30min to get this room back. I just did boot of connect. it is playing music nw and i have just submitted diagnostics no 6630347.

Tom B

Retired Sonos Staff

Thanks for getting us that diagnostic. It looks like this CONNECT actually has a problem with it's internal memory and we should replace it as it will not be reliable for you. I've made a case for you using the email address you registered to the community. The incident number is 161012-000697. Please give us a call on our support number and quote that number to your technician. You can find our number at www.sonos.com/contact

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A

AMR1

Lyricist II

Hi, I am now getting a similar issue. I have a surround sound setup (Playbar, Sub and 2 Play:1s) and the room just disappears. I have two other rooms that work flawlessly.

Looking into it it seems that the Playbar is the component that keeps disappearing making the whole room unavailable. I have even tried to connect the Playbar directly to the sub to see if that helps, but sadly not. I just have to unplug and reconnect daily.

I have submitted diagnostic no 6803342.

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