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Troubleshooting

Having trouble with your Sonos system in any way? Ask your questions here. The more detail you can provide, the better.

  • 16,239 Topics
  • 78,128 Replies
Keith N
Keith N
started this topic

Diagnostic Reports - How do they work?

Are you curious about our diagnostic reports and how they work? This topic is meant to help paint a little more detail around what happens w...
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Ditte
Ditte
started this topic

Tips for common Sonos problems

Running into challenges with your Sonos system? Here you'll find solutions to some of the most common problems. While this is a good place...
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Is your music cutting out? Or are your players disappearing from the ap...

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16239 Topics

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jregnier Trending Lyricist I

Ikea Symfonisk not playing nice with my current setup (3xOne, Play:3, Play:5 and Boost)
Answered

I recently purchased the Ikea Symfonisk Lamp and I'm having issues since then. When I start music from Spotify within the Sonos Controller app, it will stop for a few seconds then restart and stop again and again for about a minute or two until it stabilizes. Sometimes my whole system stops, sometim...

7576 30
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4 months ago
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artnok Contributor I

Play:5 first gen and Sonos Controller 11???

Hi, I must admit i’m totally fed up with this Sonos System. A few years ago I decided to adopt this system to offer my home a musical upgrade.  Since when, it has never worked as expected. Music stops, cuts, does not launch correctly, well, my musical environment is becoming a total random mess and...

177 30
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8 days ago
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j.wo Contributor I

Airplay cuts out on pause

I just got a Sonos One (Gen 2) after reading that Airplay was finally working well with it. I was hoping to use it as my speaker when streaming video from my MacBook Pro, but have been hounded by audio issues–even with it connected via Ethernet to my Airport. The audio cuts out if paused for more th...

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2 days ago
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rbrown Trending Lyricist I

YouTube Music skipping tracks due to song not being encoded properly
Answered

I keep getting this error randomly, after X seconds of playing a track. The same track will sometimes play through without error, so clearly its nothing to do with encoding since its intermittent.  Very frustrating since all I play is from YouTube Music.  Diagnostic 291296562.

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4 days ago
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BertoS Contributor I

Unable to connect Music using partitioned Airport as NAS

There are a bunch of discussions regarding this… which has helped me get this far but I still get the error “There is no shared folder ‘Music’ on the computer “BertoAirPort” when I enter: \\BertoAirPort\Music see attached to show how this is set up on an Apple Airport which appears as though I have ...

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1 month ago
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McFalconer Contributor I

Error: Unable to play xxxx - the connection to Spotify was lost.

I am receiving an error that sonos is unable to play a song (plays one song then the error comes up) and the connection to Spotify is lost. This seems to have been happening since I did the last Sonos update a few months ago and i have tried reloading Spotify and Sonos and none have worked. Are you...

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1 year ago
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JAW4321 Contributor I

sonos sucks
Answered

Once again I cannot get these over priced speakers to connect to an existing network . I have moved my speakers from my summer home (where they never did work because it is a line of crap that they work on a hotspot) back home and they will not connect to my network. How do I reset them as if they...

1806 29
2 months ago
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mgross9 Trending Lyricist I

SOUND DROPPING
Answered

I have tried everything. I’ve deleted my system and started from scratch, and I still have issues. I’m lost. Diagnostics 506303006, 154440595. thanks

166 29
3 days ago
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Mel_L Avid Contributor I

My Netgear Router Has Started Freezing Since SONOS Attached

I'm new to Sonos, and I've had a Bridge, Connect:Amp and 7xPlay:1 speakers working for about 4 weeks. The Boost is wired to my router (a Netgear DGND3700v2) and all other Sonos components are WiFi connected; control is via the IOS app on an iPad and the Connect:Amp drives a pair of good Sony speaker...

656 29
1 year ago
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mw2319 Trending Lyricist I

Playbase audio drops/cuts out

While watching TV using the Playbase as the speaker, the audio of the TV program will drop out for a second or two and then pick back up again. This behavior doesn't happen when listening to music, only when watching TV. Is anybody else having this problem or have a solution?

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1 year ago
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aclosedmind Trending Lyricist I

Garbled Corrupted and Dropped Audio Intermittently
Question

Hello! I have quite a number of Sonos devices, but I have been having trouble with my surround setup. Currently I have a Playbar, two Play3s, and a Sub in my theater room. I have a PS4 Pro, Xbox One S, and Comcast Cable box. From these I have optical cables going to a J-Tech 4x4 optical switcher. Th...

1204 29
2 years ago
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bunny1966 Contributor I

Music library maximum tracks or folders
Answered

Music library has suddenly started missing artists

11013 29
10 months ago
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Alautre1 Contributor I

SONOS Plan to Update SAMBA service to NTLMv2

Many SONOS users are facing this issue: they can no longer connect their Equipment to their NAS music Library. Several discussions are open on the same topic, without reply. This problem is caused by Sonos still not supporting NTLMv2 authentication, and NTLMv1 being disabled by default in recent Sam...

1270 29
10 months ago
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swimmingordy Contributor I

Samsung remote won't control volume
Answered

I just bought a UN65K8000F and a Sonos playbar. I can get the sound working, but the remote control won't register to change the volume up and down (only the sonos app works). Please help!

75147 29
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1 year ago
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NashvilleKit Contributor III

Sonos will not add my shared Music folder on my Win7 PC

I have been using my Sonos system for some time now. All of a sudden, it stopped being able to access my Music Library on my Win7-64-bit PC. So I open the Sonos app on the PC, click on Music and screen reads "You haven't added any music folders to your Sonos system yet." So, I click on menu Manage>M...

6168 29
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3 years ago
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underdone Contributor I

ENDLESS UPDATES!!! CEO should read this.

Hi I have always been a raving advocate of Sonos. Perhaps I am unlike many users but I am not an audiophile and I listen to music from time to time, particularly when I am entertaining in the house. The reason I bought Sonos equipment and joined your beta program was simply because: You plug it in...

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1 year ago
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agilitytosca Contributor III

Spotify plays music on different volume

It is annoying that when I play my Spotify Premium account on Sonos, some tracks are way louder than others.  Having some invites, I was continiously adjusting the volume with the controller on ipad.  Is there a setting where you can use a "gaincontrol" so that every song plays at the same...

15086 29
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1 year ago
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gatordog83 Contributor I

Connection to Apple Music was lost
Answered

During my normal play time on my sonos system I have got the same message of "connection to Apple Music was lost". I have had no problem ever since the release of using Apple Music until tonight?? Please help

2495 29
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3 years ago
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thierry c Trending Lyricist I

OFDM ANI level: 9

Hello, I discovered yesterday the principles behind OFDM ANI. I looked a bit more into my system and, not being at all an IT expert, I experience strange things I would need help on. The reason why I have been investigating is because i experience a lot of latency between my various sonos, drop off,...

3592 29
1 year ago
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will_26 Contributor III

Playbar connection without optical cable
Question

My oldie but goodie Panasonic tv has no optical plug, is it possible to get surround sound using the plug in my sky box or would buying a converter be the way forward?? If a converter is best, any recommendations please. ps tv has HDMI outputs also

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3 years ago
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JimmyVai Contributor I

Cant connect to spotify

I can play every other service but Spotify. It works directly on the phone just not through sonos. I've tried removing and adding spotify. Please help.

2352 28
1 year ago
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ghard1 Avid Contributor I

Issues adding CR100 or CR200 since 5.2

I've been running into difficulties adding CR100's (The Russian Ipod's) and the CR200's to Sonos systems since the release of 5.2. Has anyone else experienced this issue? When adding to the system, it says "connecting" but this ends with an error message. This has happened on two separate systems...

4168 28
3 years ago
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klaudisdk Contributor I

No TuneIn radio available after Sonos Update
Question

After prompted update of my Play5 it can not find TuneIn radio anymore. The play5 is the only device in system and it was working before the update. Internet is fine. How can I solve this?

871 28
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3 years ago
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User664273 Contributor I

Sonos music continually stops and starts
Answered

Why does my Sonos music continually stop and start. I am using my iPhone as the controller but music stops as soon as I go into the kitchen with the phone (which is where I listen to music most of the time). This is very frustrating.

524 28
2 years ago
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JBofLondon Trending Lyricist I

Searching for your Sonos!
Question

Hello, I am at my wits end and about to throw my Sonos system in the bin! My system is so unpredictable its ridiculous - recently i use the app to turn on my Sonos and its just searches and cannot find my system. I've move it as far as the ethernet cable will allow me to move it, unplugged it, un...

1589 28
1 year ago

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