To homepage To homepage

Troubleshooting

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

  • 23,873 Topics
  • 116,682 Replies
F.A.Q.

Troubleshooting Sonos on WiFi

  • 10
  • 32
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...
  • 9
  • 0
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...
  • 8
  • 0

23873 Topics

R
roland_munichTrending Lyricist I
asked in Troubleshooting

Apple Music: Newly added playlist do not show up

I listen often to the curated Apple music playlists and add some of them to My Music. Once added those are available through all devices (iPhone, iPad, PC) over My Music in the Apple Music app or iTunes. In the Sonos app only playlist, which I had at the time of adding the service, are showing up. Recently added ones don't. Did anybody else experience the problem / is this a know issue? Cheers, Roland

26
B
5 years ago
P
patpost70Contributor I
asked in Troubleshooting

Working Wifi-Network suddenly not found by Sonos anymore?

I had a working wireless setup with my sonos speakers. Altough i am still on my otherwise working wifi network, sonos controller cannot find it anymore. I have rebooted wifi router, turned sonos speakers on and off. rebooted iPhone and mac, still nothing is working. Also tried to make a whole new setup, but the problem is sonos finds 15 other wifi networks except mine?

1
Stuart_W
5 years ago
A
AntMan30Contributor I
asked in Troubleshooting

Boost and network extender

Hi all...I have a 5 and and 1 and a boost. The boost and the 1 are connected to the home WiFi and the 5 to the network extender. All use the same password. I don't think that the boost is being utilized properly. I can get occasional drop-off, particularly when traffic is heavy. I'm wondering if there was a better way to wire them up. Where should the boost connect and how do I get all to use the boost system in order to minimize drop off and increase bandwidth?

5
ratty
5 years ago
S
sk8erContributor I
asked in Troubleshooting

Setting up Play:5 to autonomously turn on and off on a timer and play automatically?

G'day! I'm trying to set up a connected speaker which turns itself on in the morning at a predefined time, plays tunes automatically through WiFi appropriate for a cafe style seating area and then turns itself off at a defined time in the evening. (ie. it only plays during business hours 7am-7pm) Would the Play:5 be suitable for doing something like this? Would I need additional hardware or can it all be set up in the software? What music app would you recommend to have something appropriate? I want to set this up once and forget it basically so it's fully autonomous. I'd also like to be able to turn it off for functions and events and then when I turn it back on it resumes its autonomous function. Thanks in advance for any tips and recommendations!

1
Stuart_W
5 years ago
T
TONICAvid Contributor I
posted in Troubleshooting

We found at least one player that's not linked to your sonos account.

I got this message. We found at least one player that's not linked to your sonos account. Not sure why. My diagnostic number is 7171617. Thank you

4
Airgetlam
5 years ago
T
TONICAvid Contributor I
asked in Troubleshooting

Can't Pair Sub with my playbar

Just got a Sonos Sub. All updates are done, also reset my router and still can not pair. I get this following message. Setup could not be completed. Please select the unused SUB from Rooms menu to complete setup later. Can anyone help? I just submitted my diagnostics. Here is my confirmation number 7171868. Thank you

1
T
5 years ago
M
mlauttiaContributor I
asked in Troubleshooting

Spotify Connect - cannot skip songs

My problem can be best described as follows: When playing music from iPad Spotify app to Sonos via Sonos Connect, I cannot fast forward, skips songs, or change albums... The use case is as follows: 1. Play ‘Song A’ to from Spotify Connect to Sonos, song starts playing. However, after a second or so, "Living Room" changes to ‘Devices Available’ on Spofity App. Song continues to play normally. 2. Skip to next track – ‘Song B’ plays through iPad speaker, but ‘Song A’ continues to play through Sonos 3. I can pause / stop Song A’ from Sonos App. When now jumping to Sonos App, I sometimes get an error message "Unable to play 'cloud queue' - access is denied." When playing Spotify from Sonos app, everything works nicely.

7
Andy B
5 years ago
M
MiniX GregContributor I
posted in Troubleshooting

Cannot add NAS Time Capsule

I try to add my Time Capsule for the music Library, but it fails each time. My time capsule is setup to share file with account, login is share I tried both with the name or the ip, it always failed. I can open the share without problem from my desktop (Win10), my Mac, my laptop (Win7) Diag support number : 7044285 Thank you for your help

4
Andy B
5 years ago
A
antoinefiContributor I
asked in Troubleshooting

Play 5 Gen 2 lost connectivity - Cannot reconnect, even after factory reset

Hello, Sorry If I missed an answer to this question on the forum. I did my research and went through the various troubleshooting guides provided by Sonos, but that didn't help. I noticed one of my two play 5 gen 2 randomly disappeared from my controller. The play 5 looks fine with the solid white light but when it pressed the played button, it blinked red. I tried rebooting the play 5 (and my router), it didn't help. I checked the log of the router and it looked fine. I could see only one of the play 5 renewed its lease in the last 12h. I should have seen a few recent requests corresponding to the play 5 reboots I did but found nothing in the log. So I did a factory reset. It worked on the second try and I ended up with the green blinking light. I then tried to add the play 5 from my Mac controller. After the blinking screen of the assistant, on the next screen I picked the play 5 gen 2 from the list and click next. I followed the direction from the assistant to push and rel

4
Airgetlam
5 years ago
U
User782050Contributor I
asked in Troubleshooting

unable to play radio station

I can play my stored music but it says unable to play radio station. There are no problems with my internet connection and nothing has changed.

14
Andy B
5 years ago
J
jamesfc85Contributor I
asked in Troubleshooting

Music cutting out

Set my sonos 1 up no problem started playing music from my phone and keeps cutting out halfway through the song, advice? Have got my router set to channel 10

3
Airgetlam
5 years ago
M
MattSoetaertContributor I
asked in Troubleshooting

Bought a travel router - now what

Hi So, since I live in a building with students with a public wifi, and everyone has to login via a splash page, it was not possible to connect from my Sonos Play1 with the internet. I was told to use a travel router, but now I'm kinda stuck. I bought a TP-link. I have no wired internet access, everything is wireless. Now I want to create an access point with this travel router, so that I can connect with the Play1 to this access point. Anyone who can give me more info how I should do this? At the moment I've come to the point where I can connect on my phone (just to test) with the travel router, but once I'm connected the internet doesn't seem to work. Many thanks. Matthias

0
M
5 years ago
K
kevinboardleyTrending Lyricist I
asked in Troubleshooting

Library accessible on Android not on Ipad

Last week all working fine. This week, music library not recognised on ipad, like the library missing. Share is still listed in manage library settings from the hard drive attached to router. Then tried on android device and library is there and is playing fine. What is also different from last week is that PC is not showing the sonos share. What is also odd is that once music playing via the andoid device the album playing appears in the queue on ipad!! Anyone got any ideas on this?

1
K
5 years ago
K
KejimkujikContributor II
posted in Troubleshooting

Option to disable SonosNet

I'd like to see the ability to disable SonosNet and use only wired ethernet, where appropriate. We've had some issues putting a zoneplayer in the equipment room, where there is very strong Zigbee and Wi-Fi Signal strength. We've had to place the zoneplayers in remote rooms and feed the line level audio back to the head end via baluns over Cat5. If those Zoneplayers could have the SonosNet disabled, we could just use ethernet, if a remotely-located bridge could convert sonosnet and transmit over the ethernet network , so long as that bridge was hardwired on the network.

68
ratty
5 years ago
D
DrDruggistContributor I
asked in Troubleshooting

Sonos Controller No Longer Recognizes A Sonos Speaker After Beta Update

Did the most recent beta update and experienced some issues since. Mainly, we've not been able to get the controller to recognize one of our two Play-3's. We've reset the controller, wifi router, and each speaker (multiple times). Initially the controller was able to "see" the speaker, and play to it as a grouped speaker even though it did not show as grouped. Then we tried to group the speakers to no avail. Then we did all the resets to the speakers, wifi, etc. All components are showing up on our network with Valid IP addresses. Then the speaker wouldn't show back up. Was able to re-add the speaker once, but it would not play and the controller was unable to play any music to our other speaker if grouped with the problem speaker. The diagnostic code is 7167982. What do I do?

2
H
5 years ago
R
ronaldngContributor I
asked in Troubleshooting

All Playlists from KKBox are missing.

I know SONOS's support on KKBox music service is still in Beta. However, after I added KKBox to my SONOS system, I can access all the 30M songs in KKBox but all the playlist in my KKBox library are missing. Any hints for me to fix the problem?

0
R
5 years ago
J
jeff1974Contributor III
asked in Troubleshooting

problems after new router

Hi. I just got a new router -- Linksys EA3700, which is an AC1750 (802.11ac). My previous router was 802.11n. I have followed the Sonos setup instructions for getting a new router, i.e., plug one of my Sonos speakers into router via ethernet cable and then go to Advanced Settings -> wifi setup. This setup asks for the password for my new router. Upon doing so, I just get the error: "Wireless problem! Please check the name and password for your network. Ensure you are using a 2.4GHz wireless network that is compatible wiht 802.11b/802.11g." I have followed advice of the some of the forums to shut everything down and then reboot in following order: modem, router, Sonos devices, other stuff (computer, iPhone). And then I repeated the Sonos setup process above to no avail. Help?

4
J
5 years ago
M
mkwhelanContributor I
asked in Troubleshooting

Bit Rate

Hi, If I am playing music that is from a library with music that was ripped at a lossless bit rate, will the music be played at that bit rate through my Sonos system or is there some kind of conversion to a lower bit rate? I'm re-ripping all my music to a lossless format and was curious if the Sonos sound quality will be even better than it already is. Thanks

2
M
5 years ago
C
clm9000Contributor I
asked in Troubleshooting

Soundbar problems

My soundbar has worked perfectly for the 2 months of my ownership. However last nigth out of nothing it stopped working. White light is blinking. I have tried to reset to factory settings - starting the soundbar with the play/pause button pressed while connecting power. Nothing helps - it just keeps blinking and does not respond. The soundbar is no longer visible in the network with my Play:1 and Play:3. Could anyone help me?

1
Ryan S
5 years ago
I
IsaTTeNContributor I
posted in Troubleshooting

+?+?+? Appears in my room settings for my Sub+Surround

Suddenly I lost the connection with my Sub and two play1 and appears this: +?+?+? instead SUB+AD+AI. What is happening?. I tried to shutdown all the system and power on again, and it works only a few minutes. I tried to add again the sub and surrounds but I have the same problem again. I have a new router, could be that? Regards!

1
Ryan S
5 years ago
A
AAxSMContributor I
asked in Troubleshooting

Spotify Ed Sheeran Divide

Hi, wanting to play Divide by Ed Sheeran (released today). On the Spotify app I can play it, but Spotify through the Sonos app (iOS) most of the tracks are dimmed. Do I have to wait for something to refresh on a server somewhere or can I force Sonos to 'see' that the tracks are no available on Spotify?

3
Ryan S
5 years ago
M
mattscholesContributor I
asked in Troubleshooting

Spotify plays only one song

Why does Spotify in the sonos app only play one song and stop?

0
M
5 years ago
T
TangocrazyContributor I
asked in Troubleshooting

How to deselect a Play 1 and start again.

I have one Play 1 in the Lounge and added second Play 1 to the kitchen. Problem is, I made a mistake and added it as new and not part of existing system. How do I reset the Kitchen Play 1 so both Lounge and Kitchen are visable on the Sonos App?

3
Airgetlam
5 years ago
A
achatzimikesContributor I
asked in Troubleshooting

White LED always on

Hi, Ever since I have installed my Sonos system, all LEDs are stuck on white. Does this mean they never actually go on idle? The setup is Playbar+sub+play1+play1 I would hate to think it's always awake for weeks on end. Thanks

6
ratty
5 years ago
G
gustavorodrigContributor I
posted in Troubleshooting

Issues when streaming from Apple Music

Hello. I have problems when streaming from Apple Music to my Sonos system from my iPhone ("network speed insufficient". Tried changing router channel to all options, 1, 6, 11 but music keeps on skipping and interrupting. No problem when sending music stored in the iPhone itself. Also tried disconnecting all other devices from the router and let only the iPhone and Sonos system connected but same issue happens. I have a 50 Mbps connection and have no issues when streaming video or music. Please help, my diagnostic number is 7158674.

2
Ryan S
5 years ago

View real-time service status

Latest earned Badges

View all "Badges"
Terms & ConditionsCookie settings