Hi @barry1061
Welcome to the Sonos Community!
I am sorry to hear of the multiple issues you are having.
First, please do not factory reset any speakers any more - as you have already discovered, it does not help, and you really are just creating more work for yourself! It is very unlikely that resetting speakers would help in such a situation.
The issues you are seeing are very likely related to the Sonos app and the Sonos speakers being unable to communicate with each other, for whatever reason. And this, in turn, is very likely due to your network topology, or settings on your router. However, I can currently see that 3 of your devices are not connected to our cloud servers, so it seems there are not only issues to do with communications between the speakers and the app, but with the speakers connecting to the network too.
I recommend you get in touch with our technical support team who have tools at their disposal that will allow them to give you advice specific to your Sonos system and what it reports.
I see you are in the UK - do you have Sky broadband, by any chance? If so, please try rebooting any Sky Q boxes by removing power for a moment - if this clears things up a minute later, please report as much to the agent you speak to.
I hope this helps.
thank you for the resonce, yes I am using Sky broadband and all Sky boxes including the router have all been switched off and reconnected. I have not had any issues with my home network, the app worked fine before the relaease of the new app earlier in this year.
I’m not sure what you mean that my speakers are not connected to the Cloud services, here is list of the Sonos components I have:
Play 3 (two), Arc, Sub woofer, ERA 300, ERA 100 (two, used as back speakers), Roam
I am having the same problem and it ONLY happens when I play music from Sonos music using the Sonos app. I ca play music from Amazon via Alexa on my Sonos speakers. Go figure. I cancelled my subscription to Sonos music because it has been nothing but a pain.
Hi @barry1061
One of your Era 100s is not connecting to the cloud - I recommend you reboot both surround speakers by removing power for a moment.
Your Roam is also not connected, but if it is in sleep mode, then that it to be expected.
There is also an offline Connect, but perhaps you do not use it anymore?
thank you for the resonce, yes I am using Sky broadband and all Sky boxes including the router have all been switched off and reconnected.
If you rebooted the router after rebooting the Sky Q boxes, then the speakers will have been forced to connect to the Sky Q boxes. The Sky Q boxes do not do a good job of extending your WiFi, so if either the speakers or the device running the app connect to them, it could cause problems. Please reboot the Sky Q boxes without rebooting the router to see it it improves matters.
I hope this helps.
The problem has been diagnosed as an issue between the Sky Q boxes I have dotted around my house and on occasion Sonos components connecting to either the 2.4G or the 5G being transmitted from the Sky wifi. The fix was really simple, switch of the 2.4G band on Sky, why chose 2.4G, because the Sonos sound bar (mines an Arc) only has 2.4G, how to switch of the Sky 2.4G band.
Switch off all your Sky devices for about 5 minutes
Switch on the main Sky box and using the remote control press the Home button scroll down to the Settings (do not press select)
On the remote press ,0,0,1 then press select, (this should open a new Settings menu)
Scroll to Network press select
Select the 2.4Ghz and toggle to Switch Off
Go back to home screen.
Switch on all your Sky devices and confirm they are all working
Switch on your Sonos App and confirm Sonos is operating correctly
Thank you, Sonos Tech Guys, for the support and walking me through the process
Hi @barry1061
Ah - I see you got the next steps sorted out! Thanks for posting, and I am glad to hear it is fixed now!
