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 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.

Hi AMR1,

It looks like your PLAYBAR has lost its IP address. Usually rebooting your router and PLAYBAR helps get things communicating again. Please try that and let me know how it goes.

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A

AMR1

Lyricist II

Hi Jeff, I've had a go at what you suggested. The result it the same as usual. As I say all other Sonos components (actually absolutely everything else that needs wifi) that I have seems to be working fine. Could there be something wrong with the Soundbar? The issue is making 5-off of my Sonos devices unusable reliably.

I have submitted a new diagnostic no 6810054.

Max P

Sonos Employee

Hi Jeff, I've had a go at what you suggested. The result it the same as usual. As I say all other Sonos components (actually absolutely everything else that needs wifi) that I have seems to be working fine. Could there be something wrong with the Soundbar? The issue is making 5-off of my Sonos devices unusable reliably.

I have submitted a new diagnostic no 6810054.

Hi AMR1, I have reviewed your diagnostic. I found some sync errors. Is your system still experiencing the same problem? If yes, the best would be to contact us by phone a Sonos agent will be able to remotely connect to your system and check both our network and Sonos. Let us know how it goes.

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A

AMR1

Lyricist II

Hi Jeff. I did get in touch by phone and after running some diagnostics the agent said it was down to a router issue. My BT Homehub 6 apparently has issues around IP allocation which strangely only affects one (the Playbar, or a couple of) Sonos component (note: the rest of my devices are working better than ever). They told me to get in touch with BT to downgrade to an earlier modem - which was a little disappointing. Since then I found this: http://bt.custhelp.com/app/answers/detail/a_id/56287/~/what-is-the-wireless-mode-feature-on-my-bt-smart-hub%3F

It suggests switching to Mode 2 for devices which "sometimes struggle to use the latest wireless features" which is what this sounds like.

Things seem to be working better for now at least. I'll post more news is there is any.

Max P

Sonos Employee

Hi, happy to hear the system is working better. And thanks for sharing your findings .
If you don't mind, could you keep us up to date on how the PLAYBAR and the Sonos system is doing in the next couple days?
Thanks.

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M

MichalSzl1

Contributor I

Tom B i exchsnged faulty connect for a new one but now new connect is doing the same: disappperIng and appearing again only after power off and on again. I submitted diagnostic code 6852507. Let me know what is it this time... one more thing. After some time the white light bearly lights up like there was no power...

A

AMR1

Lyricist II

Hi Max, so a few days on and I'm still experiencing the Playbar drop off issue that has been ongoing. Possibly less often since I enabled the legacy support option on the router, but it is still happening.

Do you have any thoughts on what to try next?

ChrisTay

Lyricist I

Help. I have lost one device too, but only on one PC controller.
Working okay on both my other Windows laptops. I tried re-setting the controller but no luck.
Can anyone give me any advice?

N

nageVehT

Contributor I

I have lost a player - tried reboot and also router reboot but no joy - my diagnostics number is 6970390.

H

hjf001

Lyricist I

diagnostic 7023758.
have 2 players which disappeared yesterday. a play 5 (gen2) and a play 1.
have rebooted router and changed channel from 1 to 11.
both players are showing solid white light.
why is this system SO unreliable.

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