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Denboj
Contributor I
September 29, 2018

Speakers won’t re register to Sonos account after factory reset

Hi, any help gratefully received. I recently factory reset my 2 Sonos Ones due to problems with the Alexa functionality. Have just set them back up again, but the app is now telling me that it can’t find any speakers registered to my Sonos account.

When I attempt to register them, after a long while of trying to link it displays a message saying “Setup problem”, asking me to check my internet connection (which is fine) and that my speakers are plugged in (which they are). It also says to check the system settings on my controller device (iPhone) to check the time and date settings are correct (which they are - just the automatic iPhone time and date).

Have checked my Sonos account on the Sonos website and it’s showing that the 2 speakers are both registered to my account (albeit showing the date of registration as the date I originally registered prior to the factory reset).

Can anyone explain to me why my speakers aren’t registering now, and how I can go about fixing the problem?

Thanks!
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    38 replies

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    antti_takalahti
    Lyricist II
    March 16, 2019
    I also have this problem. The app says that no speakers are registered to my account but when I check this site it shows the speaker under my account -> products so I think there is a mismatch somewhere.
      John B
      March 16, 2019
      I also have this problem. The app says that no speakers are registered to my account but when I check this site it shows the speaker under my account -> products so I think there is a mismatch somewhere.In the app, go to Settings, Account Settings. Is the email address the one you are expecting?
      antti_takalahti
      Lyricist II
      March 16, 2019
      I also have this problem. The app says that no speakers are registered to my account but when I check this site it shows the speaker under my account -> products so I think there is a mismatch somewhere.In the app, go to Settings, Account Settings. Is the email address the one you are expecting?

      yes and the account id is the same as well.
      Ken_Griffiths
      Ken_Griffiths
      March 16, 2019
      antti-takalahti,

      What happens if you reset your Sonos controller app in 'Advanced Settings' and then choose the option to 'connect your controller back to the existing Sonos system'?.. just make sure you do not create a new system with the controller, stick with the existing one.
      antti_takalahti
      Lyricist II
      March 16, 2019
      I think I have some sort of network issue. This was a huge help: https://bsteiner.info/articles/hidden-sonos-interface and I am able to ping this laptop but not any external service. I just wish I knew how to solve that but I guess it's not a sonos issue per se.
      John B
      March 16, 2019
      The old advice to power everything off and on again is often remarkably effective. Power down the router and everything on your network. Then power up one device at a time, letting each come up fully before doing the next, starting with the router.
      stephene
      Lyricist I
      March 26, 2019
      Have same problem, spent over an hour on phone with sonos tech support and did not get a solution. He did suggest going into router and check settings. We turned off 'Enable AIRTIME FAIRNESS ' apparently this can cause problems with sonos. Also, once in router settings, you can get ip address of you speaker and try to ping it. I cannot ping speaker, there is something in the router/internet settings that is blocking the registration. What makes this most confusing is the speaker was working last week...and nothing changed???
      Stanley_4
      Stanley_4
      Grand Maestro
      March 26, 2019
      An easy way to sidestep many of the issues with flaky routers is to wire one or more Sonos components and move the Sonos devices to their own wireless network.
      Ken_Griffiths
      Ken_Griffiths
      March 26, 2019
      Have same problem, spent over an hour on phone with sonos tech support and did not get a solution. He did suggest going into router and check settings. We turned off 'Enable AIRTIME FAIRNESS ' apparently this can cause problems with sonos. Also, once in router settings, you can get ip address of you speaker and try to ping it. I cannot ping speaker, there is something in the router/internet settings that is blocking the registration. What makes this most confusing is the speaker was working last week...and nothing changed???I agree with Stanley_4, but I would have expected the Support Staff to have already tried that with you, if they were on the phone to you for more than an hour, however wiring a speaker is the best place to start. I would check both the router and controlling devices Network: DNS/Gateway/DHCP settings etc. too.

      If using any WiFi extenders/adapters or powerline adapters, then I would turn those off whilst trying to get the speakers up and running on their own SonosNet wireless signal. Be sure to set the SonosNet channel at least 5 channels away from your main routers WiFi channel.
      isaiah.n
      Lyricist III
      June 15, 2019
      I had the exact same problem, with the ethernet cable I resolved it, Thanks


      What process did you take to resolve this using the Ethernet cable?
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