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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.

  • 23,876 Topics
  • 116,694 Replies
F.A.Q.

Troubleshooting Sonos on WiFi

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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 to...
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23876 Topics

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Stefan.SorinContributor I
asked in Troubleshooting

spotify song skips and drops

Hi there, Been seeking a resolution to this problem for a while. Moved my system to completely wired and removed some components to see if they were the source of interference. No luck so hoping support has a better idea of what is going on. Lost connection to Spotify error. Song skips and general intermittent problems with music streaming. Local music works fine and home theater works fine.1226056816

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Corry P
11 months ago
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FinnArildContributor I
asked in Troubleshooting

Resolved - Update Outage: Error 1013 on update

I bought a Connect today, but it fails on install when it tries to update. I have searched for potential issues, and done all suggestions I have found. I have tried several devices (Android, Iphone, Windows 10). I have turned off wireless on the router and connected PC with Ethernet cable directly to router. Restarted router. Factory reset Connect. Disconnected all other wired devices. It simply will not take. Chances are very high this is going back to the store, unless I am getting some resolve pretty quick. I will be having a talk with them tomorrow to see what they suggest. Diagnostic: 6536006 A quick response from you may retain me as a Sonos customer, although I must say we came off to a pretty bad start - I do not expect using 4 hours of an evening troubleshooting a device to this price.

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Ryan S
5 years ago
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EscoContributor I
asked in Troubleshooting

Sonos keeps continuously stops playing songs

My Sonos PLAY:1 keeps cutting out during songs for now apparent reason. My Wifi is working just fine otherwise so what gives? It happens both when using Spotify and the Sonos app. Can you guys help?

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K
3 years ago
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immersifiTrending Lyricist I
posted in Troubleshooting

I've done EVERYTHING possible. NO MATTER WHAT Sonos Connect keeps interrupting playback

OK. I posted a while back about this but out of desperation I tried a few things including: Purchasing a 2nd CONNECT that is S2 compatible, ANDMoving the music library drive to a different host, ANDDownloading and installing S2 to all hosts, and yes EVEN…Copying the .music library to a NEW standalone drive; I have tried that on the regular host as well as another host PC on the network.Oh, I even rebuilt two operating systems thinking that maybe there were some files that had been corrupted. That’s right, I actually completely rebuilt the O.S. on two machines and reinstalled all software that I had previously installed on them. ALL of this in an attempt to make these two pieces of electronic excrement work reliably. NOTE: This DOES NOT happen with streaming services. However, I have a broad record / CD collection that is in-house, and I like having them available rather than a possibly somewhat compressed stream version. The fact that this doesn’t happen with streaming does not, in any

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buzz
2 months ago
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funkinatrixContributor I
posted in Troubleshooting

Can't Control Sonos From Spotify (working previously)

I had Spotify & Sonos working together where I could use the Spotify App to play on my Sonos 1 directly. But now that has gone away, and I can't get it working again. ● I don’t see my Sonos speaker listed in the Spotify app anymore under DEVICES AVAILABLE. ● The speaker is turned on. ● I went to the Sonos app on my PC: Selected Manage > Settings > Advanced > Music Sources > ... but "Control Sonos from Spotify" is not listed as an option anymore ● Everything is fine with my Spotify account within Sonos (I can play from Spotify to my Sonos speaker within the Sonos app)

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G
3 years ago
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SonosOKCContributor I
asked in Troubleshooting

Sonos Speakers Randomly Turn On & Often At High Volume

I have 3 Sonos Play: 3's and 5 Sonos Play: 1's in my system. My wife and I each control the system with our iPhones. In the last two weeks the system randomly turns itself on during the day - and often at a pretty loud volume. We have no alarms set (never used that feature) and we deleted the Sonos app from our other devices (couple of iPads.). At first it seemed to do it at random times in the late afternoon while I was home, but before my wife got home. Then it started doing it in the evening when she was hear - but always while someone was home. Last night we came home and could literally hear the sound from the speakers while walking up to the front door. For the first time the system turned itself on while we we away from the house and was extremely loud. So loud in fact we found out dog hiding in a room without speakers. This is totally unacceptable. The wife is ready to put the system on Craigslist and sell it. At first I thought it might be because my neighbor ha

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michaelwilson
4 years ago
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cgaytonContributor I
asked in Troubleshooting

Sonos 9.3 update for Mac- now Spotify not working

Just upgraded to Sonos 9.3 now it won't connect with Spotify. Anyone else? What to do?

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P
3 years ago
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briancContributor II
posted in Troubleshooting

old wired Sonos not working even after buying boostp

W  

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B
2 years ago
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S P E N C E RTrending Lyricist I
asked in Troubleshooting

Moved to new house. Set up new network. Nothing works. Uber frustrated.

I have 17 Sonos speakers and I recently moved.  I set up a new Wifi network at my new house (new modem, now router).  I can’t get anything to connect.  I follow all the prompts both wirelessly and directly wired to the router.  It’s just running me in circles.  Has been for DAYS!  I’ve tried with and without my Sonos Boost.  At least with the Boost it seems to find something it likes because I can at least access my account, but I still can’t get any of my speakers to connect.  I have 2 new Songs Arcs due to be delivered next week and I can’t get a single existing speaker to connect. I have the new Orbi Wifi 6 mesh system and I’m getting 950 maps of download speed.  All three different Play1 speakers that I’ve tried to connect are right next to the router.  After a couple of days of this I was able to finally get the app to see one of the Play1s, but I can’t get it to connect to my new wifi - it keeps telling me that I’m entering the wrong password for my network - and I’m not.  I’m 10

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S
1 year ago
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John_361Contributor I
posted in Troubleshooting

Unable to update error 1013

I'm getting an unable to update error-- sonos has trouble connecting to a component (1013). I have tried multiple times and restarted my router. This is happening on my iPhone and iPad.

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L
5 years ago
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PDC6000Contributor I
posted in Troubleshooting

New music downloaded via apple music not showing in Sonos app

Any new music i download to my iPhone or ipad from apple music doesn't show in the "On this iPhone", i can use the Apple Music tab to go find it that way but if i go to "on this iphone" and try and find any of the songs or album they just are not there. Also if i add a newly dowloaded song to one of my playlists on the iphone they don't update within the Sonos app either. I've tried updating the music index but that doesn't do anything. help!!

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Smilja
3 years ago
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AMH19Contributor I
asked in Troubleshooting

Podcast Playback Stops Every 5 Mins or So Since iOS 10.3 update

Hello, I updated my iPhone to iOS 10.3 yesterday afternoon, and ever since then I have an issue where podcasts (played from "On This iPhone") stop playing after about ten minutes. There's no error message or anything, and the play-time clock continues to run sometimes. So far, this doesn't seem to happen with music. I ran the diagnostic tool and got receipt #7238412. I have a Play:5, two Play:3 units, and a Play:1, all grouped together when this issue occurs. I also have a Boost hooked up. I don't know if correlation = causation here, but I did not have this issue prior to updating my iPhone OS. FWIW, I have not updated the iPad I sometimes use to control my system. Please let me know what you think. Thank you, - AMH

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M
3 years ago
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RickyVTrending Lyricist I
posted in Troubleshooting

Music skipping when playing from iPhone

Hi, I know there are loads of threads about this, but wasn't sure whether to piggy back one of them or start a new thread. Sorry if this is bad etiquette. Brief summary: Since I bought some new Sonos speakers recently I am suffering with music skipping whilst playing from iPhone. This never happened previously and is now constant. Old setup: I used to have a Connect linked to my router, with two Play 5s in other rooms and a Play 1 in another room. This worked fine. I never had an issue. Not a single skip. I used the same iPhone X I'm using now and the same router. New setup: I have got rid of the Connect and now have a Playbar and Sub. The router connects directly to the Sub. Everything else remains the same. The Playbar is at least 4 feet from the router, the sub is about 8 feet away from the router. I'm fed up enough of spending thousands on equipment then losing the lock screen controls, but the skipping is just horrendous and quite frankly embarrassing. I don't

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R
3 years ago
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viper69Producer I
asked in Troubleshooting

S2 for iphone DOES NOT WORK

Do yourselves a favor- DO NOT INSTALL S2 on your phone.   I installed it, and the ENTIRE app just freezes. It opens up to My Sonos and the rest of the screen is white, the buttons at the bottom don’t even work! I bet this was rushed out the door, and like other software company’s plan on fixing it after the release.   My iPhone is an Xs Max most amount of memory, and barely any used.   Software freezes upon opening, cannot do a SINGLE thing with it. I have S2 on my PC (installed with minor assistance from support) Removed S2 from iPhone. Installed S1 S1 software told me I have to update to S2   Part 2.   Deleted the S2 on my PC. Reinstalled S2 on iphone- still the same problems, frozen. Uninstalled S2 on iPhone Uninstalled S2 from my PC (previously today TS told me the S2 app and S2 PC software needed to be on both at the same time to function properly) Installed S1 again - same issue Installed the skinned version of S1 on my PC- same error as I read on my phone “The

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A
1 year ago
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spcContributor II
posted in Troubleshooting

Why don't you admit you have a major problem?

I want my money back because I am sick of my non-playing Sonos. I don't care what they say about wi-fi, I don't want to spend my time trying complex reconfigurations on my wi-fi set up because Sonos cannot sort out their own tech. It has got to the point where I am considering taking this to trading standards and the community is so angry that Sonos are going to end up with horrendous reviews on all the tech sites.

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D
2 years ago
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jeffkozarTrending Lyricist I
asked in Troubleshooting

Pandora Unable to Browse Music

Unable to browse music on Pandora when I’m using the Sonos app.  I can browse from my desktop.  Diagnostic Confirmation # 721834123

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J
2 years ago
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imagwaiContributor I
asked in Troubleshooting

Sonos stops playing randomly

Hi. My Sonos system has worked perfectly for years, but have recently started to experience an issue whereby playback of music will suddenly stop altogether. The length of time this happens after is fairly random but it could happen a couple of minutes into the first song, or in the middle of the second or third. It happens both whilst playing music from my NAS, or from internet services like Amazon music. This has been happening for a few weeks now and is difficult to pinpoint to a single cause, because several changes happened in my home at round about the same time: i) there was a large Sonos software update which failed several times before finally working; ii) I got a new NAS (so my music library moved); iii) I moved some of my network devices around; iv) I upgraded my main broadband router to a BT Smart Hub (although these last two were largely in response to the problem!). So far, I have tried: - Separating the 2.4 and 5GHz wifi frequencies - Ensuring Sonos is on a diffe

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A
2 years ago
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dbaileyyContributor I
asked in Troubleshooting

Sonos is not starting up.

I recently went to turn on my sonos system, 2 play 1's and a bridge, and it would not turn on. I can't find them with any of my devices. I have tried restarting them but have found no success. I love you product and it is an integral part of my mornings. Could you help me get my mornings back on track by getting my system ack up and running?

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M
5 years ago
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bobbyolloxContributor III
posted in Troubleshooting

OFDM ANI Level 9

Everything works and I shouldnt worry but...... My BT HH2 expired last week and I replaced it with a Netgear D6200 (dual band). After getting everything setup and SONOS working, I thought I would have a quick peek at the matrix and was surprised to see a red box - on my Play1 due to an OFDM ANI level 9. The noise floor is around -100, and the physical error count is consistently in the 1000 range, and more importantly it works fine. The other 7 sonos components show green and yellow and 1 amber. The play 1 is positioned in my study , along with the router, the digital phone base , the QNAP. the bridge, a PC witha wireless keyboard and mouse - there is a lot of stuff going on and i have spread them out as far as I can, but its no Tardis in there. So I can live with a red box on a matrix, as long as the music sounds good which it does, but with the play 1 being 5 feet away from any potential source of interference and still suffering so badly, I wonder whether I can af

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ratty
4 years ago
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doddy1000Contributor I
posted in Troubleshooting

Sonos Arc keeps disconnecting from Samsung TV when turned off

Hi all,   I'm hoping someone could help me. I've recently purchased a Sonos Arc and installed it yesterday. I did this by simply connecting the arc to my TV via HDMI arc. It was a bit hit and miss when connecting to my Samsung JU6400 series TV. It seemed to have problems when connecting with the Anynet+ (HDMI-CEC). Eventually, I got it working.   However, after turning the television into standby mode (off), it disconnects from the Sonos arc and I have to reconnect it all over again. Any ideas as to why its doing this and anyway in which I can fix it?   Thanks all,   Adam

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J
1 year ago
I
IJNRenowned Enthusiast I
asked in Troubleshooting

Usage/Data weekly / YTD summaries no longer displaying

Strangely, my activity(usage)  weekly / YTD log showing hours used by speakers/ groupings seems to be no longer available.. perhaps it's and I've forgotten from which menu button to find it ... but I don't think so..

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Airgetlam
1 year ago
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tigerfan87Contributor I
asked in Troubleshooting

Sonos Move Offline and Won’t Reset

I bought the new Sonos Move speaker right when it came out a few weeks ago and when I got it I set it up with my existing Sonos system but haven’t tried using it since until today. My Sonos app shows that the Move speaker is “offline” so I started troubleshooting the problem with some of the feedback I’ve seen on this forum and Sonos’ website but haven’t had any luck figuring out what is wrong with the speaker. When I took it off the charger I noticed that the light on the top is solid white and it’s like the speaker is completely frozen because it won’t do anything when you press or hold down any buttons. I have tried to factory reset the speaker using the directions found on this forum but the speaker doesn’t do anything at all (but that white light has stayed solid on the top of the speaker) Has anyone had similar issues with the Sonos Move speaker or have any feedback of what I can try next to get it working? I’ve never had an issue like this with any of my other Sonos speakers

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A
1 year ago
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bjw10Avid Contributor I
asked in Troubleshooting

Bridge only visible on ethernet

Hi,I use a Bridge and a Boost in my current Sonos setup and wanted to add back a previous Bridge to replace a Play:1 used as a “Bridge”, but which I now want to use elsewhere.  I actually have 4 Bridges that I haven’t used for some while and have tried to add each of them in turn back to the Sonos system without success.Each time, I tried I had them in the same room as the Boost, close by my router.  When I first connected them they needed a software update, which is understandable, and for this they had to be connected direct to Router.  This allowed the update to take place and then they were visible in About My Sonos; however, as soon as the ethernet cable was removed, they disappeared from the system and no amount of Adding them back could find them.Anybody got ideas what I am doing wrong?  As I say, I have tried 4 different Bridges, so think it unlikely that they are all kaput.  I know that Bridge is no longer flavour of the month with Sonos, but I have one that is already working

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Stanley_4
2 years ago
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dseitamContributor I
posted in Troubleshooting

Sonos Move flashing red battery light

Was on the deck last and after 2 or 3 hours the battery level indicator started to flash red. I read that this indicates a ‘fault condition’. Does anyone know what that means, and what would trigger that? Is it a fatal condition?   thx. 

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P
1 year ago
K
katmContributor I
posted in Troubleshooting

Connection to Tidal lost

Tidal was working fine, then all of a sudden I cannot play any tracks.  I can browse, add to playlist, etc. but when I try to play I get "Unable to play [track name] - the connection to Tidal was lost" for every single Tidal track in the queue.  Songza and radio connect no problem so it's not internet. 

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Keith N
3 years ago

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