“I have three Sonos One speakers, one Sonos Play:5, a Sonos Move, and a Sonos Arc SL. All of my speakers, except the Sonos Move, have been disconnected from my app. Since then, I’ve reset them to their initial setup, but I still can’t reconnect them. I need help… I’m getting really frustrated with Sonos.” I have a mac environment,
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lost all my sonos environment, exept my Sonos move. can't recover the rest of it
Best answer by Airgetlam
Whatever you do, do not reset the remaining Move. You’ve wiped any stored data from the devices that you’ve reset, the only copy you have now is on that Move.
If it were me, I’d connect one of the other devices to my router (not an extender) with an Ethernet cable, and then use the ‘add a device’ function to add it to your existing Move, which should then copy all of the information over from the existing Move.
I’d also be looking at your network. My guess is it is an improperly configured mesh, and the devices are attempting to connect to a different subnet than the Move and the Mac are on. I would recommend that you submit a system diagnostic, and call Sonos Support to discuss it. But don’t post the resulting diagnostic number here, they 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.
Whatever you do, do not reset the remaining Move. You’ve wiped any stored data from the devices that you’ve reset, the only copy you have now is on that Move.
If it were me, I’d connect one of the other devices to my router (not an extender) with an Ethernet cable, and then use the ‘add a device’ function to add it to your existing Move, which should then copy all of the information over from the existing Move.
I’d also be looking at your network. My guess is it is an improperly configured mesh, and the devices are attempting to connect to a different subnet than the Move and the Mac are on. I would recommend that you submit a system diagnostic, and call Sonos Support to discuss it. But don’t post the resulting diagnostic number here, they 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.
Oh, if you’re not using the Web controller, you can’t ‘add’ a device using the Mac. You must use a mobile controller.
I haven’t checked the Web controller to see if it has access to the ‘add a device’ function.
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