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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.

  • 23,691 Topics
  • 115,533 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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23691 Topics

M
Mpili354Contributor I
posted in Troubleshooting

sonos sub

My toddler put a toy ball in the sub and I can and I can’t get it out. I can not find anyone to repair the sub and sono’s will only let me send it back with a payment of $550. The sub works fine but you can hear the ball rattling around at certain times. It’s just really annoying. Does anyone know how to take this apart or have a good way to get the ball out ? 

2
Stanley_4
4 months ago
W
wspohnContributor III
posted in Troubleshooting

Sonos Ignoring New Metadata

Bought a new 2 CD set with same name as old 1 CD. I deleted the old folders from my NAS drive, updated to be sure it was missing and then copied the newly ripped music to the NAS drive.The issue is that Sonos only brings up the old data, still thinks that one CD has 8 instead of 19 tracks and doesn’t know the other CD is there at all.Double checked that the new files on the NAS were present and both new folders are there but Sonos is not updating despite several tries - after an update it somehow resurrects the old data for the original CD which was deleted and thinks that it is still there? Any ideas?

4
W
5 months ago
M
mhothiContributor I
posted in Troubleshooting

Roam not turning on (or charging?)

I’ve had my Roam speaker for a few months and worked fine with no issues. This morning it won’t turn on. I wonder if it needs charging so I plug in using the lead that I got with the speaker and has always worked fine.When plugging in the orange light appears but after 3-4 seconds it turns off. The speaker will not turn on. It’s been plugged in for a few hours now and still nothing.I’ve tried doing the reset (power + play button) and nothing. I always use this lead, same plug, same socket even as I only listen to it in my office at home. Any ideas?

1
Ken_Griffiths
4 months ago
M
MarcGoldringContributor I
asked in Troubleshooting

Need to tell sonos where my music library is

Not sure when this happened but I am not able to access all the music on my hard drive. It’s there, I can see it. It was buried way deep in a sub-directory so I moved it to a more accessible location. How do I tell Sonos where it is? I don’t really care why it got lost as long as I can get access to it again!!(I;m on an iMac running several Play1s and a Move.)ThanksMarc

2
M
7 months ago
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Thewizard2000Avid Contributor III
asked in Troubleshooting

NO MUSIC FILE ON ANDROID AGAIN

 If all my devices are not ethernet wired i got unsync between rooms. I have the best ever wifi 6th generation. Ultra fast 450mbts seconds internet. Never had any problems with any devices at home.

3
skullc
1 month ago
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Tim_woodContributor I
asked in Troubleshooting

Sonos Play 1 // Netgear Orbi - Can’t connect.

Hi folks!My Sonos 1’s won’t connect to my Netgear Orbi. I’ve factory reset them and tried to get them to add as surrounds to my Sonos Arc, but they just fail to connect.   Sonos 1’s are running 13.2.Netgear Orbi running V2.7.3.22 Any and all advice is appreciated!! Tim 

1
T
10 months ago
T
Trevor CContributor I
asked in Troubleshooting

Sonos Move won't play properly through Spotify

Hi, all. I have a Sonos Move. I have trouble playing via the Spotify app. I can generally get it to play via Spotify now, but I have to go through a very awkward process: after I try and fail to play through Spotify once, I have to hold the power button on the speaker for about 10 seconds (speaker won't turn off otherwise after trying to play music from Spotify) then I can use speaker as normal using Spotify. Can you tell me how I can avoid having to do this painful process every time I want to use my speaker? Thanks

2
T
2 months ago
J
JeffGeologyContributor I
posted in Troubleshooting

Playbase constantly disconnects

Hi. My playbase disconnects from my system constantly.  I have rebooted, done numerous factory resets and readded it only to have it disconnect. Yes the lights flash the correct colors on reset. I have tried wireless and wired.  I have rebooted my router numerous times including shutting off the system. The admin panel on my Ubiquiti Dream Machine Pro does not indicate an IP conflict. I have 3 play 5’s in various places, a playbase, subwoofer and two play 1’s on a TV in a different room, a connect in my office and a powered connect driving an outdoor systems. My home network is very high-end with3 commercial Ubiquiti AP’s and 2 home AP’s to extend to patios. Sometimes it is easy to reconnect and sometimes very hard. I updated the firmware recently one of the times it reconnected.  I am exasperated. Please help. 

2
J
10 months ago
G
gerry123Trending Lyricist I
posted in Troubleshooting

just upgraded to a newer ipad, cant use sonos. need some guidance

Thanks 

3
C
8 months ago
J
JadeRoseContributor I
asked in Troubleshooting

hijacked Sonos Play 5 (1st Gen)

Help! I can’t access my sonos via the app. I can’t remember the email credentials from when I set it up but it looks like my old boarder hijacked it because when I try to use the app it requires an update and when I press on that it comes up with an email address requesting a password and it is not my email. He won’t give me the details and I’m not sure how to proceed. I just want to connect my new account to my old sonos. Any suggestions?

2
jgatie
8 months ago
E
EnrellContributor I
asked in Troubleshooting

Sonos Beam only has Left channel when using with Samsung TV

Hi guys I having this problem in that for the past 2 days, the Beam only has the left channel working when i was using it with my Samsung TV. Other usage (via Sonos app) works well, with both the beam and surround speakers working correctly. Anyone knows how to resolve this as this really spoils the aural pleasure when watching the tv. Any assistance are greatly appreciated. Thank you

3
E
2 months ago
K
kuhneepetunniContributor I
asked in Troubleshooting

Sono stops playing if texting or searching the web

I have two Sonos paired together to play from my Spotify Playlist however I am finding whenever I search the web or text while listening it stops playing.  Any clue on how to fix this…it is so frustrating.

3
K
10 months ago
M
MO DeadheadContributor I
asked in Troubleshooting

Sonos devices not in Windows Controller after wifi router change and Macafee Total Protection installation, Music Library won’t play

Before:   Three Sonos devices, Play 1, Play 3, and Connect: amp. Sonos Windows Controller installed on my desktop, Able to play music from Music Library, and life was good. Connect:Amp hardwired into Ethernet network, other two wireless. Then: I installed Mcaffee Total Protection on desktop, and and changed my wireless router from Google Fiber provided wifi to a Google Mesh Wifi network. It took some doing, but I was able to get all three devices to come back up, streaming works fine. The problem:   Windows App does NOT show the Sonos devices like before, trying to play from Music Library from my IPhone or Ipad returns “Server Cannot be Found”, and won’t play. I saw that Mac Total Protect can cause firewall problems, so I turned Firewall off, but no change. Looking at my Google Fiber network diagram, Sonos devices are there, but now grayed out, and designated “Disconnected”

2
M
1 year ago
M
maddog4680Contributor I
posted in Troubleshooting

This is the first day that I haven't cussed out loud at Sonos

I live in an apartment building with a lot of 2.4Ghz interference.  Signal scans would often show upwards of 25 battling 2.4Ghz signals, and that’s the environment in which I was trying to get Sonos to behave.  I tried wireless first, which was a disaster.  Then I got a Boost, which helped somewhat, but not enough.  So I hardwired one of the speakers, then added the Boost, then hardwired a second speaker plus the Boost, and everything would work for 30 minutes or so until my neighbors came home, or until I decided to use the microwave (!).Over the past year or so I took advantage of the upgrade discount to get rid of my abominable Play:1s.  Then yesterday I finally decided to replace those terrible Gen1 Ones with One SLs, hoping that being 100% 5Ghz compatible would be my ticket.  After setting them up, rebooting my router, and confirming that all of my Sonos speakers were hooked up to 5G...hallelujah!  Rock-solid connection, amazing sound, AirPlay FINALLY works dependably.The moral of

1
Smilja
1 year ago
R
rserritellaContributor I
asked in Troubleshooting

Sonos starts by itself - no alarms, all apps are closed

past 2 days, 6am yesterday and 7:30am today, my sonos patio speaker starts playing at random.  All my apps are closed, there are not alarms set to the system. This has happened randomly in the past, can’t figure out how to fix it. Please help

3
J
1 year ago
A
AskjijuContributor I
posted in Troubleshooting

unable to view my system on app

My S1 bridge has stopped working and I am unable to view my Sonia components on my mobile app. How can I reconnect to it using my app without the bridge. I tried to do a wired connect to my Sonos  play1 but that did not allow me to do anything. How do I reclaim my settings to edit. Do I have to buy a bridge again to reconnect? I am on the old models of my playbar, sub.

1
ratty
1 year ago
D
DiazfamContributor I
asked in Troubleshooting

Sub turns off after reconnecting to Playbar and WiFi

Sub continues to turn off by itself, complete power off.  I’ve tried to reconnect to play at and surround system. Please help

1
Airgetlam
1 year ago
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Carol McKayContributor I
asked in Troubleshooting

New system too finicky

Our Sonos system is about 2 years old and includes a Connect which Chanel’s our stereo system and two Sonos Ones. I found the old system finicky, but this new System 2 is even worse. The Connect will connect to our wireless network briefly and then lose it. It is close to a Roku that is wireless and with with we have very few connection problems unless there is heavy internet traffic. I have updated the components of the new system and keep reinstalling the Connect. But it will not stay connected. Very frustrating!! Help!

1
Ken_Griffiths
1 year ago
Stwilliams
StwilliamsAvid Contributor III
posted in Troubleshooting

Some devices returned. but missing ports.

My surrounds and sub came back thus morning but my 4 ports are still missing.Your confirmation number is: 1031610429.

4
Simon B
1 year ago
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TubbeContributor I
asked in Troubleshooting

Intet virker

Hejsajeg kører med S1app og pludselig er alle mine højtaler forsvundet.jeg har prøvet alle jeres fejlfindingsmetoder og har nu fået ca det halve af produkterne tilbage på min app. Men resten vil bare ikke - mangler pt. 1 stk soundbar, 2 stk symphoni, 1 stk play 5, 2 stk play 1, 1 stk subdet er som om at jeg kan finde enhederne men det falder af igen under konfiguration app styres via iPad/iPhone iOS 14.2 og alt er opdateret.

1
Ken_Griffiths
1 year ago
M
Mel L.Contributor I
asked in Troubleshooting

How do I submit video proof of Playbar problem

After a 4 month renovation, we plugged in our Playbar again. It immediately produced a very annoying high pitched sound. A complete reset to factory settings including reinstalling the sonos app did not help.Yesterday I contacted sonos support in The Netherlands via live chat. They sent me an email with ticket number, requesting a video with clearly audible high pitched sound. From the email, it was not clear how and where to submit the video and the email address it was sent from appears to be no longer in use. The high pitched sound from the Playbar is a known problem, but it looks like sonos is not interested in supporting older speakers. Very disappointing and unsustainable. 

3
Simon B
1 year ago
R
RandmsnContributor I
asked in Troubleshooting

S2 app won't recognize s2 speakers And want's me to launch S1

I have a spit system, numerous connects, boost, play1’s all have been updated to S2. I have an S1 pair of Sonos 5’s. My iOS S2 app locates the S1 5’s and won't launch the S2 app. S1 app launches fine. This is very frustrating. I may have to reset all my S2 components and downgrade them to the S1 app. Anyone else having this challenge? My Mac computers S2 apps are stable and recognize my s2 equipment. The S1 mac app won't recognize my S1 5’s. Arg!

1
Ken_Griffiths
1 year ago
S
Shuttleman58Contributor I
posted in Troubleshooting

Missing playlists after move to S2

I recently moved from S1 to S2. None of my playlists from S1 appear in S2. Is there anyway to get them back?Thanks for any help.-Rob 

3
controlav
1 year ago
jackbox1
jackbox1Contributor I
asked in Troubleshooting

Looking some expert help reconfiguring my musical mess

Since July, when OS Catalina shredded iTunes, killed .xml files and jumbled my entire music collection into a mess, I have been struggling piecemeal to reorganize it. I had iTunes Match and songs saved on my Mac HD and that worked for a long time, Now I have tried relocating to a NAS (without really knowing how), subscribing to Apple Music to have everything in the cloud, tried to transfer playlists into Sonos playlists and about 12 other things.Bottom line is that I need some pro help to get this thing back to shape. I have requested some quotes from people and they’re looking for $270/hour.Do you have any recommendations for me? Thanks in advance!Jack

1
Ken_Griffiths
1 year ago
C
cskasmanContributor I
asked in Troubleshooting

Lost a Room on the app

I have a family room with a Playbar, 2 Sonos One’s and a sub. My other room can be found on the app, but my collection in the family room disappeared. The playbar receives sound from the tv. All have been rebooted and show a white light, but still no link to app.Please help! Thanks.

1
Airgetlam
1 year ago

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