I am totally fed up. I have thousands of dollars invested in this product and now on Thanksgiving day the entire system has disappeared. I opened the app and I get an error message saying it can’t find any products on the network so does this mean I have to set the entire thing up again? Honestly, I hate this product. It has been nothing but inconsistent and unstable sometimes it works perfectly sometimes it doesn’t . really Sonos get your act together. This is no way to treat loyal customers. Your products are buggy and don’t consistently work. I’m looking to bail out of your system as soon as I possibly can thank you for ruining my Thanksgiving
Answered
System not working
Best answer by Airgetlam
It doesn’t seem like you’d need to do a full setup again, but it does sound like there’s a network issue of some type.
I’d probably do a relatively simple network refresh, by unplugging all your Sonos devices from power, then rebooting your router. Wait a couple of minutes for the router to recover, then plug back in your Sonos. Give them a couple of minutes to reboot and reconnect, then open your controller, and the system should show up. I’d probably check for any updates and apply them, but your choice.
I don’t know if the Support line is open today, but if this doesn’t work, I’d try a call to Sonos Support to discuss it.
When you speak directly to the Support staff, they have tools at their disposal that will allow them to give you advice specific to your network and Sonos system.
It doesn’t seem like you’d need to do a full setup again, but it does sound like there’s a network issue of some type.
I’d probably do a relatively simple network refresh, by unplugging all your Sonos devices from power, then rebooting your router. Wait a couple of minutes for the router to recover, then plug back in your Sonos. Give them a couple of minutes to reboot and reconnect, then open your controller, and the system should show up. I’d probably check for any updates and apply them, but your choice.
I don’t know if the Support line is open today, but if this doesn’t work, I’d try a call to Sonos Support to discuss it.
When you speak directly to the Support staff, they have tools at their disposal that will allow them to give you advice specific to your network and Sonos system.
Bruce
Looking at your profile you may benefit by setting up the SonosNet which uses a proprietary 2.4Ghz channel. Newer products such as Arc Ultra, Era 100, Era 300, All portable speakers and Sub 4 will ignore the SonosNet.
To do so: *
- Unplug all Sonos
- Reboot your router and let it come back
- Connect a speaker to your router via Ethernet and let it come back **
- Reboot your device and connect it to WiFi
- Delete the Sonos App
- Reinstall the Sonos app
- Select “Join an existing system”
- Select all prompts and sign-in with your credentials
- Check that you can see the speaker you wired in the Sonos app
- Plug-in your remaining Sonos speakers and they should join the SonosNet and allow you to see them in the app.
* Note: If you are using an ISP router/modem in conjunction with your own 3rd party router you may have two networks broadcasting. The ISP router side should be placed in Bridge mode. Doing the above steps will not resolve your issue if an ISP router is not in Bridge mode. Let us know if you are using an ISP router/modem and your own 3rd party router.
** You cannot use a speaker used as a surround nor a sub
Together Everyone Achieves More = T.E.A.M.
Then I would recommend that you submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it. Don’t post the resulting diagnostic number here, their lawyers get sensitive about GDPR.
There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.
When you speak directly to the Support staff, they have tools at their disposal that will allow them to give you advice specific to your network and Sonos system.
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