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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.

  • 14,796 Topics
  • 71,838 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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14796 Topics

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rtsaas Contributor I

Sirius
Answered

Sirius XM stopped playing through Sonos. Called Sirius, reset everything, reloaded apps and when I try to add Sirius to my music services it tells me the Siriusxm server does not recognize the credentials. Thought it was a Sirius issue but looks like a Sonos issue. Thoughts?

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15 hours ago
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geldankat Contributor I

Recurring issue - IHeartRadio cutting out
Question

I understand this has been covered and fixed before. However, IHeartRadio channels are cutting out again, usually for about 10 seconds at a time. It seems to occur about every couple of minutes and has been going on for the last 3 weeks now.  I just submitted support diagnostics (Confirmation Number...

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15 hours ago
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rooster1980 Contributor I

app stuck on room setting screen
Question

 

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16 hours ago
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John_311 Contributor I

SiriusXM - Unable to Browse Music

For several days I have been unable to access SiriusXM on my iOS app or MacOS app. I receive the message "unable to browse music". My Sirius subscription is up to date and I am able to access streaming on their Internet site. I tried deleting and reinstalling the service on Sonos to no avail.

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17 hours ago
Darknight Contributor I

sonos playbar becomes silent
Answered

Hi I have noticed for the past week my Sonos playbar keeps going silent while the music counter is still moving . How can I fix this ASAP.  sonos playbar. sub. 2 x play1 for surround. connected to Sony Bravia trough optical. all speakers are connected to lan into my netgear 24 port switch .

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20 hours ago
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TheRamblinMan Avid Contributor I

One room dropping out again--don't know what else to do, with Diagnostic #
Answered

So my system was working fine for about 8 months and then went into meltdown with 2 rooms dropping out.  Changes I’ve made: Assigned static IP addresses to all devices. Switched to Sonos Net instead of using Wifi. Assigned a fixed wireless channel to my other wifi that didn’t overlap with Sonosnet....

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21 hours ago
PhilSkill Enthusiast II

Alarms have stopped playing
Question

Hi After 15 years of faultless alarms and being completely impressed by how reliable they have been, suddenly I cannot get my morning alarm to play. The Play 3 in the Bedroom is hardwired back to a switch which is wired to the router. The only change I have made to the system around the time it stop...

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21 hours ago
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Picky Contributor I

Beam Sound Quality
Question

Hi all, so I have just bought a Beam, not at all impressed to be honest. Bought it on the back of all the reviews, the separation is really poor, bottom end is underwhelming as well.   It’s connected via HMDI Dolby going in. Maybe I expected too much, but basically my very cheap old Samsung bar and...

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21 hours ago
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NRK7001 Contributor I

Adding Connect Amp for Surround Speakers issue
Question

I have a Playbar and Sub and looking to add a ConnectAmp ZP100 for some prewired surrounds.   I have the amp hard wired to the Playbar, and the Playbar hardwired to my router and TV.   I can find the ConnectAMP when I try to I add it for surround.  It says it completes just fine, but when I go into...

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23 hours ago
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bip02465 Contributor I

Music Services - Cannot Add to Queue
Question

I have been a happy Sonos customer since 2013. In the past few months I have been having intermittent issues getting music services to work. I've had more than my fair share of "cannot add to queue" and other errors of the like. This has been extremely frustrating. One sonos tech on the phone sugges...

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1 day ago
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HemiGuy68 Contributor I

TV remote will not control sound but used to
Answered

I had to do a full factory reset of my speakers, Beam, two Play Ones, and a sub because I changed router passwords and didn’t realize I was supposed to prep my Sonos before doing so.  I spent about 3 hours on the phone with Sonos support last week getting it all reconfigured.  I notice now, however,...

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1 day ago
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sophware01 Contributor I

Group play not working
Question

Grouping is currently not working--the first speaker in the group works and the others are silent. They show as being in the group and playing. They do not drop from the group. I've searched previous "group play not working" threads. I'm on the newest update. I've tried various combinations and s...

344 6
1 day ago
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mattylew Contributor I

two connects
Question

I have 2 Sonos connects and all of my speakers are hard wired.  One is currently in the detached garage and controls my outside listening area.  It works great!  I am going to set up a second one in the kitchen to control my in house music.  Often, they will be playing separate music.  Is there a wa...

10 1
1 day ago
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laurencelewis Contributor III

Wireless hdmi/optical input to beam produces no sound
Answered

Hi. I have a beam with two ones in a home cinema setup with a projector and PS4. The projector does not have HDMI ARC output nor does it have optical out. I have been using an HDMI splitter connected to the PS4 HDMI out to split off audio in the form of optical. I have then used the Sonos optical to...

23 3
1 day ago
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Beersnob Contributor I

TV sound through Beam
Answered

When I turn on my TV no sound comes through the Beam until I select TV as the source in the Sonos App.  Is there a way to make the TV source as the default, such that TV sound comes through automatically when the TV is turned on?

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1 day ago
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rohil Contributor I

sub cuts out and back in randomly
Question

Sub in living room cuts out randomly, playbar continues to work fine, then sub comes back on. Happens for audio streaming, haven't noticed it dropping out during tv use (connected via optical). Set up is one play1 connected to ethernet and everything else over sonos net   Diagnostics ticket 15373612...

21 1
1 day ago
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mcolombo1220 Contributor I

Rear speakers randomly stop working
Question

This has happened a handful of times now and I am at a loss as to how to fix and/or prevent it from happening. I have the playbar paired with 2 rear Play 1’s and the sub. Every now and then (for maybe 2 weeks or so) sound will only play from the soundbar. I have tried disconnecting the rear speakers...

46 3
1 day ago
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sspediacci Contributor I

Sonos Move Unable to Switch Back to Bluetooth When Pairing Button Pressed
Answered

Hey folks, While waiting for my Sonos Move to be delivered I read about an interesting issue that others on Reddit are corroborating. Can anyone else confirm this? Seems like a massive usability issue for a portable bluetooth speaker.

1649 25
1 day ago
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athompson3138 Contributor I

Why does our system go off the wifi
Question

Our system keeps having to be rebooted and added back on the app. I would be willing to bet I do this at least 2 times a week or more. We love the system when it works for us, we have done all the steps to make sure there is no interference, even had our internet provider come out and take a look, b...

14 1
1 day ago
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richardmusic Contributor I

stuttering at the start of every song from spotify
Question

Hi my system has just started stuttering at the start of every song that I play from Spotify. It has been working fine until a couple of days ago and I don’t think I’ve done an update in that time. I’m using boost, so would expect connection issues and radio streams fine. I have submitted a diagnost...

35 3
1 day ago
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cabre678 Contributor I

Echo with sound-bar and one
Answered

I am having an “echo” sound coming from my Sonos One speakers that are in surround sound mode with my sound bar. I have them grouped and they have been this way for a long time, I have done a truesound calibration a couple times, it will sound good for a day or two and then I notice an echo coming f...

680 30
1 day ago
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Nica525 Contributor I

No sound fron TV
Question

My sonos app tells me that my play bar is in silence. I have no sound coming from my tv but if I switch to music, it works. 

9 1
1 day ago
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juan03pa Contributor I

Audio y Vídeo con retraso
Question

Buenas, he estado probando mi sonos play:1 y he querido utilizarlo para la aplicacion de sonotube, spotify entre otras, lo que pasa es que el audio va por delante del video y es molesto, leí una entrada de la página para este tipo de problemas pero me habla de ls y rs y yo no encuentro eso en mi apl...

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1 day ago
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andy625 Contributor I

Sonos One disappearing from app/network
Question

I posted on here a few months ago about a connection problem we've been experiencing with our two Sonos Ones. They were originally connected on wifi, and I changed hem both a while ago to be cabled via powerline connectors. They initially seemed to be ok on the powerline connectors but then they sta...

85 12
1 day ago
baconator Contributor I

SiriusXm connection lost
Question

Here is what I’ve done: Error when connecting to SiriusXm channels (Connection to SiriusXM Channel was lost) Rebooted router, uninstalled / reinstalled app / remove SiriusXM from app and added it back twice / All other services (Amazon / iHeart / Google / whatever work just fine on Sonos / SiriusXM...

84 6
1 day ago

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