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Toni_4
Contributor I
December 15, 2014
Answered

Lost A Room On the Sonos App

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 R
Edward RAnswer
Retired Sonos Staff
June 21, 2019
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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144 replies

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hardco
Lyricist II
February 3, 2017
I've lost two of our rooms from our system. Both of them are on the main floor, but one of them is sub+playbar and 2 1s. The diagnostic number is 7064103. Any ideas?
Edward R
Edward R
Retired Sonos Staff
February 7, 2017
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...
Unfortunately, that diagnostic isn't in our database. Can you please recreate the issue, then submit a fresh one? Thanks in advance.

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?
We can certainly advise, however, we do require a diagnostic to be able to do this. Please submit a diagnostic and provide the confirmation number. Thank you.

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?
As with the above, please submit a diagnostic and respond with the confirmation number.

I have lost a player - tried reboot and also router reboot but no joy - my diagnostics number is 6970390.
Can you please bring it more nearby the router, try adding it in via the Settings menu (ignoring the suggestions as to what the lights should be doing), then press the buttons when prompted and see if this adds in. If it does, you can then move it back to where it is normally used. If not, please let us know.

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.
Interference on the BRIDGE will invariably cause reliability issues. Please distance it from your router by about 1-2 feet, being sure not to place it nearby anything else electronic or wireless enabled. Then, reboot all of your other devices. Furthermore, the distance between your BRIDGE and lounge device, as well as the distance from the other devices back to the Lounge and BRIDGE, looks to be quite significant... Or perhaps segregated by thick walls...? Can you please give us an idea of the layout?

I've lost two of our rooms from our system. Both of them are on the main floor, but one of them is sub+playbar and 2 1s. The diagnostic number is 7064103. Any ideas?
The massive peaks of interference being registered on every single device is the likely culprit. Every time this happens, it causes disruption across the whole of your Sonos system. Do you have anything that is ubiquitous in the household? A security system, WiFi enabled heating, or lighting? Anything else that comes to mind?
Try searching our articles for help with your question: https://www.sonos.com/en/support
rwsayrejr
Lyricist I
February 10, 2017
I have the same issue. I have 3 rooms set up and they have been working fine for over a year and a half. I made no changes to anything and last week one room dropped out and this week 2 rooms are gone. I have rebooted both speakers and the connect unit and nothing. Diagnostic confirmation number is 7089865
    jolock1988
    Lyricist I
    February 11, 2017
    I too am having a similar issue. I have three sons products linked to my account, but one of my play1 players as completely disappeared from my app. I have tried a hard reset and rebooted my internet rooter, but still no luck. Diagnostic number 7091590. Thanks
    marcall
    Lyricist I
    February 11, 2017
    We have the same issue. Installed a new router and after that our play 1 wont reconnect. Diagnostic confirmation number 7092611
    tnmccabe
    Lyricist I
    February 12, 2017
    I lost one of my three rooms recently after 3 years, and 3 months after the most recent reconfiguration. I rebooted all connects and routers. Diagnostic confirmation number is 7095938.
    hardco
    Lyricist II
    February 16, 2017
    I've lost two of our rooms from our system. Both of them are on the main floor, but one of them is sub+playbar and 2 1s. The diagnostic number is 7064103. Any ideas?
    The massive peaks of interference being registered on every single device is the likely culprit. Every time this happens, it causes disruption across the whole of your Sonos system. Do you have anything that is ubiquitous in the household? A security system, WiFi enabled heating, or lighting? Anything else that comes to mind?

    The main difference is I've added 3 Eeros for my network. Also, until yesterday I was still running my Sonos Connect. I dealt with the issue by just readding all of the rooms again, and they haven't dropped yet. However, even though I can stream music to any of the rooms, this week the alarm has failed to start for any rooms. I would assume this would be the same issue.
    hardco
    Lyricist II
    February 16, 2017
    Sorry, that was my BRIDGE I disconnected, and not a CONNECT.
    Tom B
    Tom B
    Retired Sonos Staff
    March 18, 2017
    I have the same issue. I have 3 rooms set up and they have been working fine for over a year and a half. I made no changes to anything and last week one room dropped out and this week 2 rooms are gone. I have rebooted both speakers and the connect unit and nothing. Diagnostic confirmation number is 7089865
    This looks mostly like high interference on the BOOST. This is going to affect it's ability to connect to the rest. Follow the instructions on this article and then restart the dropped rooms at the power.


    I too am having a similar issue. I have three sons products linked to my account, but one of my play1 players as completely disappeared from my app. I have tried a hard reset and rebooted my internet rooter, but still no luck. Diagnostic number 7091590. Thanks
    Your network and WiFi look to be okay. I would try that factory again, following these steps and try to add the player in a location in which you are certain the WiFi signal is strong. I can't see any wireless extenders or boosters there, but if you do have them, it's a good idea to switch them off while trying this. If that does not work, then it would be best to call our support line.

    We have the same issue. Installed a new router and after that our play 1 wont reconnect. Diagnostic confirmation number 7092611
    Try just restarting the PLAY:1 at the power. If that doesn't help,can you try connecting the PLAY:1 directly to the router with an Ethernet cable and then sending us a new diagnostic with it like this?

    I lost one of my three rooms recently after 3 years, and 3 months after the most recent reconfiguration. I rebooted all connects and routers. Diagnostic confirmation number is 7095938.
    Is this player connected by Ethernet cable? If it is, please describe your network and what it connects to. You may want to try a reset on it and see if it will add back in via the 'Add a Player or SUB' menu under Settings in the app.Please send us a new diagnostic and reply here with the number if you manage to get it added back in. Otherwise, we may need to get you on the phone to investigate this in more detail. You can find our contact details for your region at www.sonos.com/contact

    Sorry, that was my BRIDGE I disconnected, and not a CONNECT.
    With the BRIDGE out, the system will be connecting in a very different way; you may have configured it to join the Eero system. Send us a new diagnostic if you've had any more trouble now the BRIDGE is out. Please reply back here with the number if you need us to look at it.
    Help others find useful content by clicking the like button and selecting the best answer to your question
    melbourne_massive
    Lyricist I
    April 21, 2017
    Hi, i've lost a room with a pair of Play 1's. Diagnostics submitted 7319948
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