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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.

  • 23,903 Topics
  • 116,844 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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23903 Topics

E
egtvedtContributor I
posted in Troubleshooting

Asus RT-AX88U (possible other Asus as well) will not connect to WiFi

This week my Beam would not connect to my Asus RT-AX88U router.I have previously tried the enable then disable Airtime Fairness trick on both 2,4 GHz and 5 GHz, but my Beam would still not connect to my router. Search this forum and you will see instructions for this step.What did help was changing the following option under Wirless → Professional, under 2,4 GHz radio. My Modulation Scheme was set to “Up to MCS 11 (NitroQAM/1024-QAM)”, I selected instead “Up to MCS 9 (TurboQAM/256-QAM)”.Power cycled all my Sonos gear (Beam, Sub and 2 x One), and they connected back to the router and rejoined my surround setup.

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James L.
8 months ago
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Marketpro4672Contributor I
posted in Troubleshooting

sonos sound bar cutting out

Diagnostic number 479729184.Hello, for a while now my Sonos sound bar has been cutting out in the middle of songs (played from all different platforms including Sonos radio, pandora, and YouTube music). It never happens when watching TV. I thought it had to do with our internet being slow and the music buffering, but today I was listening to music through the sound bar and another speaker in a different room. The sound bar would cut out while the other room continued playing. When it cuts out, it lasts anywhere from 2 seconds to 20 seconds. Today it has been doing it worse than I’ve ever heard it. I submitted the above diagnostic while it was happening. Can anyone explain why this is happening and how to fix it? Thanks! 

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G
8 months ago
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Chrang11Contributor I
asked in Troubleshooting

High pitched noise from playbar

Hi, my Playbar was working fine whilst laid flat. I’ve now wall mounted it and connected it to my TV and I’ve got a high pitched static like noise when it’s in use and afterwards for a while, then it stops. This is happening both when watching TV or listening to music so I don’t think it’s related to the optical cable. I have already done a factory reset which didn’t help.I have submitted a diagnostic (764888460). I’ve also called (customer reference 03461863) but my call got disconnected (poor phone signal on my end).Is there anything you can do to help?Thanks,Chris

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Ken_Griffiths
8 months ago
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jyle5Contributor I
asked in Troubleshooting

no audio on non Atmos content w/ arc and apple tv

I have the arc/sub setup with my new Samsung QN84 through the E-arc port. I have my Apple TV 4K plugged into HDMI port 1. If I watch any content on Netflix, Disney + that has Atmos audio, everything works perfectly fine and sounds incredible. However, if I then go to play a show that is not Atmos quality, “sometimes” the audio does not come through at all. “sometimes” it does play in Multichannel 5.1 as it should. It seems to be very buggy and inconsistent. I have tried multiple HDMI cables, all HDMI ports other than the E-arc where the Arc is connected, and the issue remains. The TV settings I have are HDMI-earc Mode on auto and Digital Output Audio Format to Pass-Through.  If I turn Atmos off on the Apple TV and select 5.1, everything plays completely fine with zero issues. Unfortunately Apple support seems clueless on this, so hoping somebody here has seen this issue and has a recommendation that could prevent me from having to manually turn Atmos on when I want to watch certain con

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G
8 months ago
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the_ex007Contributor I
posted in Troubleshooting

Radio stations skips backwards

When I an listens on streamed radio on my SONOS the audio sometimes skips backwards. I’ve done the usual things with moving the speakers and the router to have better reception but the issue persists.I usually listen on SR.se P1 but also listen on poscasts and the problem is on all radio, when listening on music there are no skiping but some songs are jumped (Spotify). 

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Airgetlam
8 months ago
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SLO hombreAvid Contributor I
asked in Troubleshooting

Beam Gen 2 Popping Noise

Hi, all. i recently purchased a Beam Gen 2 to pair with my AppleTV 4k and Sony TV. While a show is playing or while I am listening to music, I get a loud pop noise and the TV turns off. Very annoying and problematic. Any suggestions? Thanks, Paul

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G
8 months ago
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SammyhammyContributor I
asked in Troubleshooting

connect:amp shutting down after plug in

I have 3 connect:amp running at the moment and one amp shuts down after plugging it in after about 5 seconds. No amber light, it just goes white when plugged in and then turns off. The outlet is powered and stable. Previously the amp worked fine for years so I don’t think it is a short in the speaker system, as nothing has changed. one day it was turned off and now it won’t turn on.  I don’t know the specifics of the speakers - my landlord has them installed and they are built into the wall.  Any suggestions?

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G
8 months ago
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GraphicsPADContributor I
posted in Troubleshooting

PC to TV to Beam 2 Audio Issues

I have my Gaming PC plugged in to my TV using a AudioQuest Pearl 48 HDMI, which my Sonos Beam 2 is plugged in to via eARC HDMI port. I can play games with the sound coming through my Beam 2 for about an hour then the audio quality starts to drop in quality and distort like it’s playing through a cheap toy speaker, before dropping completely and being reduced to bassy crackles.When pausing my game the audio comes back for a period of time, although still not great before having the same issue. Quickest fix is turning my Beam 2 off and on again at the plug, but this doesn’t seem great fix to me.All devices are wired in to my network and not using Wifi. I haven’t had this problem watching content on my tv… yet. So guessing it is something to do with my PC?

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G
8 months ago
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Chris805Contributor I
posted in Troubleshooting

Device not showing in System on app - Sonos Arc

I had to reboot my internet router and now my Arc is having issues. I always have problems with this thing and no other devices.So, I have a room set up with the Arc, subwoofer and two rears. I have rebooted the arc… reset it and still have this problem. It was a pain to re-connect the rears and it took several attempts. I set up the system and the arc comes and goes. It’s there sometimes, then disappears and the other devices are in the room but the arc is missing (shows the question mark).It’s not my internet. I have no issues with any Sonos devices in my house. I have two other speakers in another room. The arc is literally 2 feet away from one of mesh points. Has anyone encountered this? It’s totally frustrating. System worked great until I had to reboot my router. 

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buzz
8 months ago
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darkdemonacContributor I
asked in Troubleshooting

Sonos Playbase won't setup room or airplay

My sonos playbase stopped connecting via airplay. I tried resetting and setup fails at the step where the Playbase is added to a room, when setting up over wifi. On ethernet it sets up properly. Now it only works on ethernet and not wifi.

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ratty
8 months ago
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GoteamtomTrending Lyricist I
posted in Troubleshooting

Persistent playback issues orbi mesh

Hi all! This is a brief follow up to the above previous thread I started. The previous thread was marked as 'answered' and closed for further comment which is strange as it certainly wasn't answered! But good news, after 10 months of tantrums and frustration I finally cracked it! I wanted to post how I did because I'd say 95% of what fixed it was from other people's comments and help on the last thread. SO THANK ALL OF YOU SO MUCH! So my problem was an old house, giant thick walls, and my 11 or so speakers constantly cutting out and freezing. I had a netgear orbi mesh system. Now this mesh system was fantastic, but I couldn't get it to play ball with the speakers and the switch between them. Eventually I gave up on the orbi, and bought an Asus router that just manages to reach all the corners of my house. This helped a lot! But didn't fix it Someone recommended I got MANAGED switch, but this was actually making it worse (see below..) although the system wouldn't be much better with a d

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James L.
8 months ago
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CWE79Contributor I
posted in Troubleshooting

Sonos Beam Gen 2 loosing sound

Hi, I own a Apple TV 4K, a Sonos Beam Gen 2 and a brand new Samung Q70 tv. When I pause something in Netflix and then unpause it the sound is gone. The same happens when I change episode. Anyone has some idea’s what is wrong? Chris

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Airgetlam
8 months ago
Arnie328
Arnie328Avid Contributor I
asked in Troubleshooting

Connect Amp Solid Red

I have an older Connect Amp.  It’s working fine.  It used to be when I turned the volume all the way down, it would display a solid green light.  Now, when I turn the volume all the way down I get a solid red light.  Not orange.  Red.  Otherwise working fine. What does this mean?  Thank you.

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G
8 months ago
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Criss1eContributor I
posted in Troubleshooting

Sonos Roam not working

I bought a Sonos roam last spring. It has never worked properly.  The battery would die quickly and it would always cut in and out.  The red light just stays on in the front and then when I take off charger the light goes away but nothing happens anymore.  

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Airgetlam
8 months ago
Maxx Lo Zio
Maxx Lo ZioContributor I
asked in Troubleshooting

Sub+Playbar with Sonos S2

After 3 years, here I am once again with no Sub. Tryin’ to upgrde to S2 controller, I added my devices Playbar and Sub (new way to do it, not so intuitive, but that’s it). After that I connected the sub, it took about 10/15 minutes. Palybar+Sub are in the same room but, once again, Sub doesn’t work (no sound) neither in WiFi nor in Eth. No Boost at the time (do I really need one, with S1 all was perfect).1 hour to make work everything, but...no way to do it. For about 10/15 seconds Sub has started, but in the App I saw the “?”. When in the App I finally saw the Sub...no sound from it. Modem AVM 7590 and repeater 1750, will try again and, eventually I must use the Boost.

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Ken_Griffiths
8 months ago
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BethbktContributor I
asked in Troubleshooting

Sonos app

I have a Beam and a one that are 2 years old not working well with Sonos app.  Should I be using S1 or S2 app? Should I have the original Sonos app & S2 loaded or just S2? My problem is the sound fades in and out and Alexa drops off. I use it with a Sony android smart TV. 

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G
8 months ago
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GJBristolContributor II
asked in Troubleshooting

Music library on USB drive no longer updating

I had my Sonos music library setup on a USB stick in my WiFi router. All has been working fine, including playing songs from that USB source and running regular updates of the music library (re-indexing). Now I'm getting this error when trying to update the music library:  Music files not available[usb location on router] is no longer available. The device where the music files are stored may not be powered on, or the path may have changed. Go to Settings > System > Music Library Setup to check the path.Even after this mesage was displayed, Sonos could play songs from the USB drive (i.e. from the existing music library) absolutely fine, so the potential issues mentioned in the message don’t apply; it was just the music library update that stopped working. To try to fix things, I deleted the music library reference from Sonos and tried to add it again. (I did this using the Sonos desktop app to navigate to the required location on the USB drive, so Sonos can definitely find and re

1
Airgetlam
8 months ago
R
RichyKContributor I
posted in Troubleshooting

DTS on PS4 with Sonos ARC

Hi all,With the new firmware 13.4, I try to configure DTS with my PS4 and my sonos ARC.I have a TV Samsung with eARC, and my PS4 is connect to my TV with HMDI.on my PS4, “audio outpout setting” is on “bitstream DTS”, my TV is configure on “passthrough”, but ma Sonos app display “Dolby PCM multicanal”. So, it’s possible to have DTS with PS4 with the new firmware ?could you help me ? :)

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G
8 months ago
S
steveo2812Contributor I
posted in Troubleshooting

Sonos Sub gen3 fails to play sound

i have set up a system at a customers house fitted kit 6 sonos amps 3 subs gen3  2 play bars now everything works great apart from 1 sub it appears on the app room however it will not play any audio wifi is good in said room unifi nano hd’s are the wifi points. im sure its a firmware problem and from what i have read its been going on for sometime with no fix from sonos. there not cheap and we all expect them to work as they should.  

1
jgatie
8 months ago
D
DanielBrackettContributor I
posted in Troubleshooting

Sonos Boost made everything worse

I have 10 play ones, two subs and one Arc in my Sonos system.  Just like everyone else, I’ve experienced constant speaker drop out.  At the behest of Sonos I purchased a Boost.  Problem not solved.  After reading numerous comments, i thought adding a second wired Boost to my network would finally fix my problem. Totally made the problem worse.  In spite of what Sonos says, Boosts DO NOT WORK.  Total waste of money.  After moving it all over my house to “find the best spot” i have removed both Boosts from my Sonos set-up.  Now with my only my router managing my Sonos speakers, I get significantly REDUCED speaker drop out.  I have two used Boosts available for anyone that wants to waste their time

1
Ken_Griffiths
8 months ago
J
jay houseAvid Contributor I
asked in Troubleshooting

Beam gen 2, Apple tv 4k, LG oled55c1. No sound

So I’ve just bought a new LG OLEDC155 TV along with a Sonos Beam gen 2. I get sound from watching live tv but when I play anything at all from my Apple TV 4K there’s absolutely no sound at all. Any help appreciated. 

1
G
8 months ago
J
JHill96Contributor I
asked in Troubleshooting

Volume Issue

Ever since the most recent update, sometime when I’m using the Sonos app, the volume will turn up on its own and start blaring whatever is playing. Has anyone else had this issue and know why this is happening? Its also worth noting that every so often the audio will cut off in certain rooms and come back on a few seconds later, but it makes it sound like the music is cutting in and out. Again, does anyone else have this issue or know why it’s happening?

1
Airgetlam
8 months ago
M
martinburgerContributor I
asked in Troubleshooting

Sonos Sub started to make popping sound

Hey:I started to use my Sonos system for surround sound.Since I switched from stereo to surround sound, my Sub started to make a low-frequency popping sound. I think this happens whenever the system enables surround sound.I submitted a diagnostics report: 1110098891It would be great if I could get some help.Best wishes,Martin

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James L.
8 months ago
S
StereoBroncContributor I
posted in Troubleshooting

Can't Sign in due to "Network Problem Detected"

I was able to fix this issue and wanted to share how I did it just in case it could help someone else. I too experienced the dreaded Can't Sign in due to "Network Problem Detected".  I spoke with Sonos Support for 2 hours and they could not fix my issue. Here were the symptoms - When I try to sign into Sonos, I am presented with the spinning wheel with the error listed above.  I am able to play music from my connected services (Amazon Music, Pandora, etc.) BUT only from my favorites, not by selecting the streaming services in the Musical Note tab in the sonos app.  Additionally, my alexa enabled sonos speakers will confirm my verbal music request with a response of the music it will play, but no music plays. This is true across ALL 5 of my iOS devices.  However, when I downloaded the Sonos Windows app, everything was there and working perfectly (except for the Alexa capability).  That is when the Sonos Support rep said it is an iOS issue and contact Apple. The fact that I can see the s

1
AjTrek1
8 months ago
W
WhitContributor I
asked in Troubleshooting

The Sonos often won't let Spotify connect

When the Sonos has been playing first from the Sonos app (on a Mac), we will stop/pause that and go to cast from Spotify to the Sonos. Often the Sonos stays stuck with the paused stream. Hitting the button on top of the Sonos 5 will start that Sonos stream where it was stopped, even with the Sonos app turned off on the Mac. How do we get that to totally stop, so that the Sonos will be available for Spotify?

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Airgetlam
8 months ago

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