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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.

  • 23,706 Topics
  • 115,620 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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23706 Topics

M
MartensjooContributor I
asked in Troubleshooting

Users

define your own users

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B
5 years ago
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KyGuyContributor I
posted in Troubleshooting

iPod/iTunes library to External HD. Windows 10

New here, but Sonos owner since 2010 and have a problem that's making my head explode. Details: Sony VIAO laptop running Win10 External HD: WD My Passport Ultra iPod Touch 32GB Home wireless network Sonos Connect Kaspersky Total Security HD has about 8575 songs on it iPod has about 1900 songs I'm trying to move the iPod/iTunes library to either/both the Sonos or the WD HD. No issues with WD HD to Sonos. Can't get iTunes library onto either external HD or Sonos. I've spent HOURS on the web and have tries almost everything that's posted as "the solution" and nothing works. I just re-synched iPod to iTunes-no luck Dragged and dropped iPod library to HD-File name shows up but no contents Tried "share with" from iTunes-no luck Tried Sonos Manage Library. iPod was visible, library folder showed as potential target. Sonos went through the add process, but none of the iPod/iTunes library shows up. Sorry for the length. College English Writing major, w

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K
5 years ago
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SkywatcherContributor I
asked in Troubleshooting

Deezer Family or Deezer Elite Plan

I am looking at purchasing Deezer to play through my Sonos conect. In Canada they have several plans to choose from. The family plan which is $14.99 and allows up to 6 users (version of premium+). If I purchase the Fmaily Plan and want to add Elite to my Sonos will I have to pay an additonal $14.99 for Elite or is it just added on. I subitted this question to Deezer a week ago and have not received an answer. I was wondering if anyone in the community had an anser'.

4
Insertusernamehere
5 years ago
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gwpotterContributor I
asked in Troubleshooting

Imported Play Lists - all duplicated

I am new to Sonos, used a Mac to set up things. Initially all my iTunes Play lists were imported and I saw some issues. So I went into iTunes and cleaned up things. (deleted some lists, changed names, etc.) With the Computer Application I updated the Music Library and now I have duplicates of every Playlist. How does one remove the duplicates?

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G
5 years ago
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ReedCarrContributor I
asked in Troubleshooting

Seeking advise connecting Sonos system to home theater receiver.

I currently have three Play:1s in different rooms of our house and a PlayBar in our living room. In the basement I am setting up my 5.1 home theater. I want to add it as a room on my Sonos system which I understand I can do with a Connect. My home theater is run off a Yamaha Aventage RX-A1020 receiver which I am very happy with, but it doesn't have WIFI and I don't have Ethernet run to the basement at the moment, so currently features like airplay that require network connection are MIA. So, can I use a Sonos Connect as a wireless network bridge (run Ethernet out from Connect to receiver) in order to get my Yamaha receiver a network connection?

1
J
5 years ago
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davidbratt17Contributor I
posted in Troubleshooting

Sonos play 1 speakers work perfectly with anything BUT regular digital/sky TV.

My sonos 5:1 system works great with music, Netflix ect but when watching regular tv channels on digital tv, freeview, Sky ect the play 1's only produce white noise, even when turning up the surround to settings to full. Why is this? Is there a fix? Thanks.

2
R
5 years ago
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PR361Contributor I
asked in Troubleshooting

Alarms failing / Interenet time fails

Diagnostic # 7066963. Alarms don't run. I have tried deleting and setting new alarms. Problem has existed for about 3 weeks though originally intermittent now affects all alarms. Further mention that may be relative that the set time by internet feature also fails resulting in error "time not set". Therefore time is set manually at present.

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P
5 years ago
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Tod EdmondsonContributor I
posted in Troubleshooting

Existing Sonos speakers were never added to client's house setup: How do I do this?

A previous employee left a set of Sonos ceiling speakers in the client's room unconnected to his Sonos setup. Every other room is connected but this one. How do I get these speakers integrated into the system? And I apologize but I don't know the hardware well enough to tell you what the client's system consists of, but he probably started with Sonos when it first came out is my guess and has added/modified as time went on to stay up-to-date.

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T
5 years ago
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JstoContributor I
asked in Troubleshooting

What is the minimum internet speed for sonos?

I live in a rural area and the highest internet speed currently available is 1.5 Mps. Would really like to get Sonos but worried internet is too slow.

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Airgetlam
5 years ago
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Dottie10Contributor I
asked in Troubleshooting

Sonos connect amp

I have a sonos connect amp that is wired to my receiver and use it to play my outdoor speakers. I would like to be able to play music on my indoor speakers without it playing outside. Is there an AB switch I can use that would let me play one set of speakers without the other?

6
jgatie
5 years ago
K
kevinboardleyTrending Lyricist I
asked in Troubleshooting

Controller support Android

Will upgrades tot eh Sonos controller eventually mean that I will lose functionality on my Android phone which is running 4.1.2?

1
J
5 years ago
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roannahsContributor I
asked in Troubleshooting

Play 1 keeps cutting out

I have two PLAY1's and both keep cutting out and skipping songs. This is happening through both radio and spotify. I've tried rebooting them but this hasn't helped.

4
R
5 years ago
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djwoodContributor I
asked in Troubleshooting

IOS Devices not visible to one another

I have a Sonos system working well in my house (boost + four speakers). I run the main music library from my Mac, with some music on my iPhone or my iPad. I can control the system from any device. However, my iPad is not visible on my iPhone Sonos App as a source of music, nor does the iPhone appear on my iPad. I was under the impression that all IOS devices should be visible to each other if they are on the same network. Mine aren't. What am I doing wrong?

4
D
5 years ago
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thakContributor I
asked in Troubleshooting

ZP100 Will not connect to wireless network, only worked when wired

Hi, I had a ZP100 in storage for a while, finally took it out this weekend to add to a room. However, when I tried to install it, the device would not connect to my wireless network. Only works when wired up. I reset my entire sonos system as if it was brand new, reboot my router etc. all devices connected properly (wireless) except for the ZP100. when it was connected via Ethernet, the software updated etc..so its running the latest SW. Here is the message I get when I try to configure it's wireless settings. [img]faf888fb-f4b4-4165-9cb1-9f93281f6146.jpg[/img]

6
T
5 years ago
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thnielsTrending Lyricist I
asked in Troubleshooting

Gapless playback

I am a little bit at a loss as to how to enable gapless playback of adjacent tracks. Mozart's Requiem, for instance, plays without gaps (not crossover) on all our devices except Sonos. Do I need to do something special to get this to work?

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ratty
5 years ago
H
HP75Contributor I
asked in Troubleshooting

access restrictions

Hello, There are around a dozen rooms with a sonos connect in each room. Is there a way to prevent a person in one room to access the sonos in another room and vice versa? Pls help....

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ratty
5 years ago
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Rachel KContributor I
asked in Troubleshooting

One of my Play:1s keeps reverting to standard setup

Hi, I set up my first Play:1 in standard set-up. I then added a second Play:2 near my router, so I switched to the boost set-up. I followed the instructions and everything seemed to be working although I was unable to follow the suggestion to remove wifi settings as it didn't seem to know them (no reset button to click, it seemed to want me to go through a wizard to add the wifi password) so I assumed it was forgotten. Later, I checked in About My Sonos System and the first speaker was showing as WM:1. The one connected to the router is WM:0. Am I right in thinking both should be WM:0 if they're correctly in boost mode? Both are working but I'd prefer both in boost as our network is quite congested. I tried rebooting the first speaker by turning it off - it still showed WM:1. I read somewhere online to try a factory reset (hopefully not the wrong thing to do, I should probably have asked here first) and that seemed to work. Both were then showing as WM:0. I thought tha

6
J
5 years ago
K
KithasContributor I
asked in Troubleshooting

Crackling in Connect Speakers when grouped

I am having a weird issue wherein the speakers that I have hooked up to a CONNECT are crackling only when they are grouped with my two PLAY:1's. If I don't pair them, or bypass the connect altogether they work fine with no crackling. The crackling is not volume based, it's always the same level whether I turn the volume up or down. Any help or suggestions would be great.

3
Tom B
5 years ago
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CHRILADOContributor I
posted in Troubleshooting

Spotify lost connection unable to play song

As per all the previous users I am also having intermittent errors where it says it is unable to play the song because it has lost connection to Spotify- I have seen various comments about adding static op address on my router (I have tried setting static ip addresses however the changes do not seem to take effect ) and also trying to set my sonos wifi channel to an alternate channel - I have tried channels 1 6 and 11 I have 4 Play1 units connected via a sonos boost - I chose the boost as I thought it would make it a more robust setup however this does not seem to be the case. I have tried numerous reboots of all devices including the router I purchased the play1 and boost units within the last couple of weeks Please refer to diagnostics Your confirmation number is: 7008186

8
T
5 years ago
J
Joe StandartContributor I
asked in Troubleshooting

how do I disconnect a connect amp

I added a connect:amp with wired ceiling speakers to a playbar thinking they would work as a surround system. Instead, the speakers stopped working. I am trying to disconnect the speakers and return them to independent room operation. Nothing I try works. Suggestions

3
SHARKB8T
5 years ago
A
AquamaniacContributor I
posted in Troubleshooting

Brand new SONOS set up, unable to add music library

I've spent the better part of my morning trying to add my music library to the Windows Sonos app for the Sonos system we put in this morning. I am getting the error "Access to the shared folder is denied." Running Windows 10, installed the Sonos app this morning. I have: - Power cycled repeatedly - Tried using an NAS folder (same error) - Added Sonos to my firewall exceptions - Renamed folder - Created new folder - Tried over both LAN and Wi-fi - "Fixed" Date and Time settings (it was already set to internet) The only reason I went with Sonos is because I was told I would be able to add my music from my PC to listen to. If I can't get this resolved before the end of the month, I'm just ripping it out and returning it.

3
Chris
5 years ago
S
Signranger1Contributor I
asked in Troubleshooting

Oops! Play 3 hit the floor!

I have a gen1 Play 3 that smacked the floor. Guess what? It doesn't work now. I wanted to take it apart to perform surgery or at least attempt CPR or something but came across a tag notifying me that I may void the warranty. How long are my components warranted? I have many. Never had any troubles with the product. Software related yes but not the hardware, speakers, etc. Can I forge on or should I send to Sonos?

1
Jeff S
5 years ago
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RCB11Contributor I
asked in Troubleshooting

Sonos app often shuts down on remote devices

I have Play One's throughout a 2,000 sq ft one level ranch house (3 bedrooms, kitchen. living, office 6 total), a capable TPLink Archer C9 Router, with a Sonos Boost wired into that. I have iphones in each bedroom and an iPad in the Kitchen as remote devices, with only the Sonos app running on all of them. I'd like the Sonos app to always stay displayed on these remote devices if the device is not put to sleep. However, very often the Sonos app will shut down then the Sonos icon needs to be reselected. The Sonos music service does not stop, (Amazon or Apple), just the Sonos app and display goes away. Does anyone have any ideas on why this may be happening? How to troubleshoot and diagnose? Or what further info is needed?

2
R
5 years ago
C
clockers25Contributor I
posted in Troubleshooting

SOUND BAR BUZZING AND CUT OUTS

SAMSUNG 78 ks9500 Play bar is getting progressively worse w the cut outs of 1-2 seconds and a buzzing that lasts the same duration. Super frustrated w all of this! Diagnostic 7084014.

1
Ryan S
5 years ago
K
kikContributor I
asked in Troubleshooting

SONOS SOUNDBAR VOLUME TOO LOW

Hi there, I have a Sonos Soundbar and a Samsung Series 9 UHD TV. I connected the Soundbar to the TV using the Optical cable then I changed the sounds setting on my TV from “TV Speakers” to “Optical cable output”. This way the sound comes only from Sonos. Problem now is that the Soundbar volume is quite low. Only when I turn up the volume on the Sonos app on my iPad at 50% I can then start hearing anything. Any suggestions to improve the volume?

1
Airgetlam
5 years ago

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