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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.

  • 23,470 Topics
  • 114,405 Replies
F.A.Q.

Troubleshooting Sonos on WiFi

  • 9
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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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23470 Topics

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Brian4321Contributor I
asked in Troubleshooting

Connect:amp dropping connection

My sonos Connect:Amp seems to be unable to hold a room grouping for more than a few minutes. I also have a Connect, and it hasn't dropped a connection yet. I've moved both units farther away from other wifi signals, and turned off devices that I thought would create interference. I just ran a diagnostic, and the confirmation number is 7711555. Help? Thanks!

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4 years ago
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jzubrisContributor I
asked in Troubleshooting

Recent change to setup, connect amp now cutting out. Details included

I have been running a connect amp for some time now, powering 2 pairs of outdoor speakers with no issues. My speakers are: TIC GS5 Compact Omni Speakers Klipsch AWR-650 rock speakers I just bought a TIC GS50 passive subwoofer and wired it as directions showed to the pair of GS5 speakers. My goal was to just add a bit more low end and for the $100 it seemed like a good deal. I am pretty sure I have it wired up correctly, but now when I turn on the system it will cut out if I turn the volume up too loud. Is the amp shutting down to protect itself? Why would adding this passive sub cause this issue? Is the amp just not able to get enough power to all the speakers now? Thanks! Jason

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4 years ago
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reznik90Contributor I
posted in Troubleshooting

Issue with setting up Pool Amp Connect

Hey all, My first post after enjoying my Sonos since Gen1. My iPhone can't add a Pool amp because out or range. I have a bridge, but not sure if I've set it up properly. HELP!

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4 years ago
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Winter1Contributor II
posted in Troubleshooting

Play5 2nd gen just died!

My 15 month old play 5 2nd gen just died! No lights, no power and gone from my set up. Sonos have been very good and a replacement (refurb) is being sent but my confidence in the product is now pretty low. Dont get me wrong, I love my play 1s and play 5 but to just stop working the way it has does not fill me with confidence to purchase more!

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4 years ago
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iam2000manContributor I
asked in Troubleshooting

Sonos cannot Play Spotify... Unable to play song, the connection to Spotify was lost.

Recently unable to play Spotify over Sonos, tried rebooting router, delete reconnecting to Sonos from Spotify and does nothing to help. Diagnostic confirmation number is: 7712586

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4 years ago
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AtlanticboyContributor I
asked in Troubleshooting

Problem uploading product review

When trying to upload a Sonos product review a message appears saying 'We're sorry, an error has occurred while loading necessary components. We are looking into the problem. Please try again later.' This has happened several times over the passed couple of days. I've tried using Chrome, Internet Explorer and disabling malware etc. I have also received an email from Sonos asking to verify my email address for someone else's review! I don't know if the two incidence are related? Can anyone help. Cheers

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4 years ago
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mHowleyContributor I
posted in Troubleshooting

Lost wireless connection on Playbase

Playbase no longer connects to wireless My playbase no longer connects to my Google fiber wireless router. I had two play 1,s also connected. They are able to connect independently. Diagnostic code is 7687471

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4 years ago
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ksteltzContributor I
posted in Troubleshooting

Random beeping from my two Play5s

I get random beeping coming from the two Play5s speakers. It's fairly subtle. It happens when nothing's playing, and it happens when music is playing. There doesn't seem to be a pattern either. Sometimes it'll be fine for an hour and then start. The beeps usually will be in 3 or 5 increments, then pause for 10 - 20 seconds, then start again. We only play Spotify through it. It's been going on for 2-3 months now. I submitted a diagnostic check this morning. 7713633

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4 years ago
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HILLBELEYContributor II
asked in Troubleshooting

Drop outs on radio to a play 5

I have submitted diagnostic # 7715037

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4 years ago
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Ice8Lyricist I
posted in Troubleshooting

Tunein works now. 7:10 am CST

Fixed!

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4 years ago
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schaulsContributor I
asked in Troubleshooting

Music services missing

please disregard

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4 years ago
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adam.wulfContributor I
asked in Troubleshooting

Missing song in my Music Library

At least one song is missing from my Music Library in my Sonos system. Oddly, it used to show up and play just fine, but after "Update Music Library Now" completed re-indexing my music, that song disappeared from Sonos. It's still in my iTunes library, and is right next to other songs that are indexed, but for some reason doesn't show up in Sonos anymore. For answers to the questions in https://en.community.sonos.com/troubleshooting-228999/music-library-missing-tracks-5804453 Question 1: Are they being Indexed? YES Question 2. Are they in the correct location? YES Question 3. Are they in a supported format? YES Question 4. Is the Library too Large? NO My diagnostic confirmation code is 7718392

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4 years ago
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dinmanContributor I
posted in Troubleshooting

Unable to add music folder on Mac

I have read a good deal on this already, but am unable to add my Music folder to the Sonos controller. I have tried the three options: My Music Folder, Another folder or drive..., and Networked Device. None seems to work. When trying the first, 'My Music Folder', I am queried for a password and then get: Unable to add shared folder... My iTunes music is all under my 'Music' folder in my home directory (local to the Mac). My OS is 10.12.5. My Sonos controller is version 7.3.

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4 years ago
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ContemplativeProminent Collaborator II
asked in Troubleshooting

Sonos drop outs

I have 6 sonos units, 3 1's, a bar, 1 5 G1 and another G2 5, for over a year now and i often move some units around when i have people over. I normally get very good connection on sonosnet. A few days ago i moved the 5 G1 to the garden and grouped it with a 1 unit in kitchen, about 2 meters away with an open doorway in between, and the 5 G2 in the living room, about 10 meters away. The 5 G2 was the master. I got drop outs all night long on the 1 and 5 G1 all night long some lasting a few minutes before audio was restored. Now i normally group these speakers together without issues and the only change was to move the 5 G1 outside which actually places it closer to another unit so i'm a little confused with the drop outs. I've submitted a diagnosis 7716920 and would like someone from Sonos to review and confirm what the issue was. May also be worth pointing out that there were about 20 people milling between the living room, kitchen and garden.

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C
4 years ago
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ksteltzContributor I
asked in Troubleshooting

Random beeping coming from the two Play5s speakers

I get random beeping coming from the two Play5s speakers. It's fairly subtle. It happens when nothing's playing, and it happens when music is playing. There doesn't seem to be a pattern either. Sometimes it'll be fine for an hour and then start. The beeps usually will be in 3 or 5 increments, then pause for 10 - 20 seconds, then start again. We only play Spotify through it. It's been going on for 2-3 months now. Any advice? I submitted a diagnostic check this morning. 7713633

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K
4 years ago
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deesoContributor I
posted in Troubleshooting

Configuring Zyxel 1920 with Sonos ZP

I had some challenges setting up my Sonos ZPs using a Zyxel 1920 managed switch. My Sonos ZPs and wireless access points are on the same VLAN. After reading the following posts, I realized I needed to configure the Zyxel to pass the requisite Spanning Tree traffic: https://en.community.sonos.com/troubleshooting-228999/working-stp-settings-of-large-cabled-sonos-installation-30413 https://en.community.sonos.com/troubleshooting-228999/sonos-and-the-spanning-tree-protocol-16973 When you log into the Zyxel "Web Configurator", click on the "Advanced Application", and then the "Spanning Tree Protocol" submenu that appears on the left hand side. In the right-hand frame, the spanning tree information will appear. Initially, all the table describing the connected switch devices was blank. First, I clicked on the STP "Configuration" (upper right above STP status table) to figure out which protocol was being used. My version of the 1920 supports: 1) Rapid Spanning Tree 2) Mult

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4 years ago
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steve.mContributor I
posted in Troubleshooting

SOLVED: Sonos losing contact with Mac music library when Mac has 2 IP addresses

I wanted to share this discovery with others. Scenario: Mac Mini running Sierra 10.12.6 serving it's iTunes music library to Sonos. If you have configured a secondary IP address on your Mac's ethernet interface and that second IP address is in a different subnet as the interface's first IP address, it is possible that Sonos will not be able to locate your Mac. Sonos does a Multicast DNS (MDNS) lookup to find the Mac by name, and the Mac replies with it's IP address(es). When 2 IP addresses are configured on the Mac, the Mac returns both addresses to the Sonos in the MDNS response. If, in that response, the SECOND IP address configured on the Mac is listed FIRST, Sonos will attempt to connect to that IP address and ignore the second IP address listed in that MDNS response. Since that second address is not on the same subnet as the first IP address (or the Sonos), Sonos will arp for it's default gateway in order to reach that second IP address. Depending on how your ro

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4 years ago
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sean29odContributor I
asked in Troubleshooting

ITunes Playlists - Duplicates playlists and Internal error - Invalid Atom

Issue Resolved : I reviewed my iTunes XML file, deleting an older version with slightly different name and hey presto playlists all intact again. For a while now I have had a number of my ITunes playlists being duplicated on Sonos - not all of them. Over the last few days I now have about 50 additional playlists alongside the correct ones and duplicates titled 'Internal error-Invalid Atom' each with the same tracks - not a recognised playlist - with over 150 tracks in it. Some of the tracks show as 'internal error'. I have updated the Music library a few times to see if clears but no luck. Can someone advise how I can resolve these issues. Thanks

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4 years ago
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Gary FallContributor I
asked in Troubleshooting

Magic Soul

I had magic soul on my iPad which I used on my Sonos system but it would play on it now ? Not sure what to do, can anyone help, It still plays on the iPad but not though sonos

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4 years ago
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dadude4Contributor I
posted in Troubleshooting

Playbase cutting out tv sound

New to sonos...added playbase to sony 900 e..very nice sound....not using the play 1 for surround sound. They are in a different room...170808-001422 is my ticket number....support has been very nice...we have tried everything...sonos understands that they have a problem. And are working on it....it is not the tv...it is not the cable box...Netflix is fine...just every 30 minutes to an hour i need to switch channels and sound comes back on....question....will sonos who acknowledges the problem extend my return time if they can't fix it. I will be returning to this location around Labor Day....but after that i am gone for a while...thoughts?

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4 years ago
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arigoContributor I
posted in Troubleshooting

Play:3 Issues static and crackiling from left speaker

I am fairly new to sonos but have been building a decent system with 3 play:5s a sub and 3 play:3s, one of my play 3s (not new) seems to be having issues with the left speaker (out of warranty). Lots of static and crackling but occasionally will work fine, Id guess it was a loose connection but before I open it up and cross the warranty sticker I was wondering what my options for troubleshooting were. Will sonos be able to see anything from diagnostics or are replacement parts available? Thanks, love the products, wish I could get things like replacement grills or other parts though.

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4 years ago
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Roger BrownContributor II
asked in Troubleshooting

Queue size

I want to shuffle all the 5,000 songs in my library. The queue seems to be limited to 500 songs, so I keep getting the same 10% (alphabetically) of my songs and can never access the other 90% by this route. I know I can sort songs by track number instead but this still restricts the number of songs to 500. Any way around this?

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4 years ago
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Lee_23Avid Contributor I
asked in Troubleshooting

Google Play Artist Issue

Artists not showing in google play

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4 years ago
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twilsContributor I
asked in Troubleshooting

Setup help for an office environment.

Hi all. Having issues with the following: Sonos Play3 iMac Ethernet connection Wifi is not an option, so computer and Play3 are connected via ethernet ports. Controller recognizes my Play3 and I've added Spotify successfully. But when I choose to play an album I mostly get 1001 and 1002 errors saying songs couldn't be added to the queue. If I disconnect and then reconnect the ethernet cable to the Play3 I will get 15-20 seconds of playback before it drops and I get a message saying that it is unable to play the selected track. Then it goes back to the aforementioned "unable to add song to library" error message. I'm concerned that IT won't want to deal unless I can provide them with a possible fix. Any ideas? THANKS

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4 years ago
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dabizeidContributor I
asked in Troubleshooting

While playing music, my surround sound Play:3 units keep cutting out!

I've got a surround sound system set up, including a Playbar, a SUB, a left Play:3 unit, and a right Play:3 unit. When I play music, my surround sound Play:3 units keep cutting out. It's very noticeable and really problematic. I submitted diagnostics, with confirmation number 7710140.

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4 years ago

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