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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.

  • 23,498 Topics
  • 114,548 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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23498 Topics

K
KjocallaghanContributor I
asked in Troubleshooting

Intermittent issues over a range of Music Services and errors.

Hi I have a Play:1 in another room in the house. This room is away from the main Internet Router, so I created a a WiFi extender with an old Netgear Router which connects via TP Link 500Mbps plug range extender. All my music is on an Apple Time Capsule connected to Main Router. Music services are Spotify, Amazon and Tune In Radio. I have a Play:5 linked to the main router via wifi (this works fine with rarely an issue) Since I have had the Play:1 I think I've had all of the common errors - 001 Queue Connection with *music service* lost song not encoded correctly insufficient speed play back buffer. It will work fine for a while then all of a sudden started playing up. I have change the wireless channels moved the router and the Play:1 away from each other and all the other problems, with limited success. I have submitted a Diagnostics report - [b]6998317[/b] in the hope of some clarity for the issue. I aware its probably the Wifi extending router and Plug range ext

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Jeff S
5 years ago
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lilyfelixContributor I
asked in Troubleshooting

CONNECT:AMP sound fades in and out

The sound from my CONNECT:AMP fades back and forth from slightly muffled/lower volume to normal volume. This happens with line-in as well. (My other Sonos speakers are not affected, switching services from tunein to spotify to music library doesn't change anything, and the amp/speakers work fine from other sources.) How can I fix this?

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Jeff S
5 years ago
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merlot1164Contributor I
asked in Troubleshooting

System completely dropped and can not reconnect.

My system was working fine until yesterday when I opened the app and everything is gone. I can no longer connect with anything. I am not able to "add" a speaker even though it seems to be finding my existing system. I have the Boost, Play5, 2 Play1 and bridge:amp. All I get are red blinking lights. I have unplugged and restarted. I uninstalled the app on my iPhone and reinstalled.

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Jeff S
5 years ago
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katie530Contributor I
asked in Troubleshooting

Unable to play Pandora

I got my Sonos speaker for Christmas and set it up at home and it was working fine. But I just came back to college and am trying to set it up in my apartment and not everything is working. I am able to play my playlist on my phone but nothing else. All I really care about is getting Pandora to play through the speaker. It keeps saying "the connection to Pandora was lost." What can I do to fix this? Thank you in advance.

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Jeff S
5 years ago
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cmackayContributor I
asked in Troubleshooting

Adding streaming radio URL in to Sonos

Hi there, I am a volunteer emergency responder and I am trying to add our dispatch channel in to Sonos so I can listen to it around my home. I have followed the Sonos instructions exactly with no luck. The Sonos controller (Windows) keeps saying the feed is in an unsupported format. The feed I am trying to add is an MP3 feed exactly as Sonos have specified. http://audio2.broadcastify.com/234355084.mp3 This is the URL that works on my PC and phone: http://www.broadcastify.com/listen/feed/18999/web Unfortnately nothing works, well that I can figure out, in Sonos. Has anyone else had any luck setting up a stream from Broadcastify? Cheers. Cameron.

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J
5 years ago
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SpighterContributor I
asked in Troubleshooting

Only one speaker in wired pair working. Also play:1 recognized by spotify but not sonos

Recently I realized that only my right speakers that I run through my wired stereo were working when I run sonos. There is nothing wrong with the speakers or the set up as different inputs play out of those same speakers just fine. I also have a pair of play:1s that are run as a pair that work fine. I have an additional play:1 that works fine but my latest play:1 addition shows up in my spotify account but not in my sonos account. My daughter set up that last play:1 so I'm not sure what she did. Any thoughts on how to resolve this? My diagnostic is 6980569

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Jeff S
5 years ago
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nejonesContributor I
asked in Troubleshooting

Music/radio plays for few seconds, stops then starts again continuously

The last few weeks I have been experiencing problems with some of my SONOS devices whereby the music/radio will play for a few second, then drops for a few seconds then starts again but it will do this continuously. It happens sometimes on my Play: 1,3 and 5 all of which are connected in Boost set up to a Sonos bridge. It is not distance as the Play:5 is only a few metres from the bridge, also checked the wireless channels and Sonos is on channel 11 and my wifi uses channel 1. Haven't experienced it with my Soundbar but that is mainly used for TV audio. Any help rto resolve would be appreciated.

2
N
5 years ago
PatrickOdendaal
PatrickOdendaalContributor I
asked in Troubleshooting

Play 3 stutters on various sources

Hi! I own a Playbar, with 2 Play 1 speakers for surround sound. In our kitchen we have a Play 3. Via my Sonos boost I created a separate Sonos network. My internet speed is about 300 mbps down and 40 up. Wifi is distributed by an Airport Time Capsule. Our problem is that the play 3 in the kitchen always stutters. The music or television sounds keep playing, stopping, playing, stopping. Can you suggest me some pointers for solving my problem?

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SHARKB8T
5 years ago
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c1uuvi00Contributor I
asked in Troubleshooting

Unable to play anything

Sonos is unable to "add songs to que", "can't connect to..." or something similar. I already rebooted my whole system today (including router, all apps and all the Sonos products). Been experiencing this for a week or so now. I can't listen anything on my system. Spotify skips song after 10 - 60 seconds or can't listen anything or add music to queue. Tunein Radio won't play. I have 2x Play:1 (wifi), 1x Play:3 (wifi), 1x Connect (wired). I use Sonos from Ipad app (Ipad Pro), Android app (2x Samsung Galaxy S6), Windows (2x Asus, Windows 10) and Mac Mini. All other devices works proberly and goes to internet. My setup have been running great now for a year. This problem has been now for a week and my Sonos system is USELESS. Your diagnostic number is 7046139.

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Jeff S
5 years ago
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DrowettContributor I
asked in Troubleshooting

RADIO GOING ON AND OFF

I AM HAVING PROBLEMS WITH BOTH OF MY DEVICES. THE RADIO CHANNEL I AM LISTENING TOO KEEPS GOING ON AND OFF.

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Ryan S
5 years ago
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LimaBravoContributor I
asked in Troubleshooting

After upgrade SUB disconnect after 2-3seconds

After upgrading to V7.0, my SUB disconnects after aproc 2 seconds. Upgrading to 7.1 didn't help... When changing radionchanne, og TV-channel, it comes back on-line with a smplla bang, and then disconnects again after 2 sec. I have checked WiFi channels and Sonos has it's own channel. So what to do? See log: 7041558.

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L
5 years ago
4
4x15mphAvid Contributor I
asked in Troubleshooting

Music not playing

Upgraded to 7.1 yesterday. Just noticed now that when trying to play music through sonos in any of my rooms, the music does not play. It will play for a few secs intermittently but that is it. I get a message about "network connection speed insufficient to buffer" but I did an internet speed test which comes up good. Never had this problem prior to upgrade so that may be the catalyst. Sent a tweet with diagnostic and sent another one now: #7049073 Rebooted router with no change. Please advise

2
Chris
5 years ago
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taudieContributor I
asked in Troubleshooting

Vinyl player won't play through smart TV

I have a vinyl player that is connected to my Samsung smart TV with an RCA cable. I thought since my Sonos Playbar is connected to the TV then I should be able to play my vinyl player. However, my TV won't switch it's input to AV1 because it's not recognizing anything (I'm assuming because there is only audio and no video). Here is a drawing of how my room is laid out: http://imgur.com/psYooGH Since I have already ran all the cables for my electronics overhead, what would be the easiest solution for this problem? I was thinking of buying a receiver and plugging my vinyl player to that and running a new cable from the receiver to the TV. Any help is greatly appreciated!

3
T
5 years ago
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hobsmeisterContributor I
asked in Troubleshooting

Sonos speakers using data even when not streaming

I've noticed since the most recent update, that my sonos devices are using data on my wifi network even when I'm not streaming on any of the devices and none of them are paused/muted either. All my sonos devices are connected to wifi none are wired, and all have been rebooted before measuring the data use. I have attached a screenshot of the shown data usage (from UniFi Controller) of the individual devices in the space of a 15hr period [img]0be1e17e-8c4b-40b8-8c2f-55467e3481a0.jpg[/img] Can you please enlighten me as to why there is almost 160MB data between the 4 devices in under 24hrs

4
H
5 years ago
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mirqtioContributor I
asked in Troubleshooting

Line-in audio drops on Connect with wired connection, only from TV

I have a Connect with a wired connection directly to my home router, and a line-in connection to my TV. Frequently when playing content on the TV (OTA HD, streaming HD video from NAS, Netflix, etc.) the audio will drop out for several seconds. I don't have this issue when playing music from my local collection on the same NAS or from Spotify. Turning on compression isn't an option because then the audio is out of sync with the video.

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M
5 years ago
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TurnItUpContributor I
asked in Troubleshooting

Sonos Playbar Lost After Controller Update 7.1

My Playbar has vanished from the controller app, I've tried to find it on three iOS devices, and on a Kindle device. I've turned the Playbar on and off, factory reset the Playbar, and also turned the bridge on and off. Turning the bridge on and off did eventually expose the Playbar to the app, but the Playbar is then stuck in "set up PLAYBAR" within the controller with a two arrow logo next to it. When attempting to setup the Playbar it won't register sound from the TV, and it won't detect the TV remote control button presses for sound control, and ends without setting up the Playbar. Although the light is white on the Playbar, which suggests it's on the network, after performing a factory reset it's now simply a brick.

1
T
5 years ago
K
KMKContributor I
asked in Troubleshooting

Sonos starts up automatically every morning at 8:00 and VERY loudly but no alarm is visible

Sonos starts automatically every morning at 8:00 (VERY loudly) but no alarms have been set. We've tolerated it since our contractor/installer skipped town but when we have guests (sleep above), it's awful :(. I've checked all setting via the app but I can find anything that shows this has been pre-set. I tried unplugging/plugging entire system but no change. Any ideas would be greatly appreciated. KMK

8
K
5 years ago
W
wol_b_aContributor I
asked in Troubleshooting

Why does PLAY 5 appear as open WIFI network / advertise it's SSID?

I have a PLAY 5 in my Living Room (Dutch: Woonkamer), at times this unit is advertising it's SSID to the world, allowing anyone to connect to the open network "Woonkamer": [img]c542835e-c0e2-4fb5-82e9-31f574f1b109.png[/img] Why is this? I have four other units, that don't do this. Is it a security flaw? An option? It seems that upon connecting you can't reach the rest of my network, but I'm just no that happy with strangers being able to connect to a device inside my network. Thanks, Wol

2
W
5 years ago
C
cmohrhardtContributor I
asked in Troubleshooting

System has to be re setup every day

My system went offline after changing wireless router (added Google Wifi). I went through all the activities to reset up the system. However, each day is a reset - I wake to my app saying "add a player" and my PC app saying "you need to add at least one player to get started". I have run all updates. Any ideas on the issue or solution?

2
J
5 years ago
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saintcountryboyContributor III
posted in Troubleshooting

New router playing havoc - apple products cannot see SONOS on same WiFi network!

We have replaced our (crap) BT smart hub with a much better modem router, and completed a new setup of our SONOS system. The system is visible to the laptop and android products, however a number of our apple devices (iphone and ipad) are unable to see the SONOS even though we are connected to the same WiFi network. We've tried the online advice (WiFi on and off, and reset the app), to no avail. Help!!

0
S
5 years ago
bm133390
bm133390Contributor I
posted in Troubleshooting

Multiple controllers trying to always change device selection

Is there a way that once one controller is controlling a device that no one else can use it unless given permission or until controller releases device?

0
bm133390
5 years ago
O
orangecatContributor I
asked in Troubleshooting

CONNECT not recognized as line in source

I want to use the line in of CONNECT as an input source. When I select Line-in from the "Select a music source" window on the Sonos PC application, it says "TO use Line-in, connect a device to a Line-In compatible Sonos Player." I have line out of a mixer going into the CONNECT. The CONNECT device does work when using the line out. I'm not trying to use line in and out at the same time.

2
jgatie
5 years ago
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User761141Contributor I
posted in Troubleshooting

Which play list am I playing...

An annoying feature of the Sonos controller (and it is probably the only annoying feature) is when playing a playlist it does not tell you which playlist it is (or if it does I don't know where to look). So if you add some new songs and then want to save the playlist over the old playlist you have to remember which playlist you loaded in the fist place ... surely this is really easy to fix???

0
U
5 years ago
N
neil1314Contributor I
asked in Troubleshooting

Crossfade

I am running 7.1 on a Connect Recently received an email telling me all about Crossfade which according to the picture the option should be underneath "Browse the Artist" on the dropdown menu. Unfortuntely on mine it shows a greyed out "Sonos" there. this is on an Andriod controller. What am I missing

3
Chris
5 years ago
R
ryanwallzContributor I
posted in Troubleshooting

Broken Amp?

Recently one of our four zones stopped showing up on the controller. When I started troubleshouting I noticed the amp for that zone appears to be broken. The light is not on and unplugging it and plugging it back in seems to do nothing. Has anyone had this issue?

0
R
5 years ago

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