To homepage To homepage

Troubleshooting

Having trouble with your Sonos system in any way? Ask your questions here. The more detail you can provide, the better.

  • 23,696 Topics
  • 115,565 Replies
F.A.Q.

Troubleshooting Sonos on WiFi

  • 10
  • 26
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...
  • 9
  • 0
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...
  • 8
  • 0

23696 Topics

J
jacob_surbitonContributor I
asked in Troubleshooting

ask for an information and your help

Hi, I am writting to you to ask for an information and your help how to plan Sonos system: [u]which parts to buy[/u] and how to adapt them to my needs. - four rooms so four zones (Living room / Office / Kitchen / Games room) - ceiling speakers joined with cable ( no wi-fi) - I connect each room (speakers) with ZonePlayer (Amplified) - four rooms mean 4x ZonePlayer (Amplified) - each Zone Player is linked by wi-fi to ZoneBridge (with on-line connection) - Controler connects with ZoneBrigde through wi-fi and controls whole system WHAT TO DO: - to link TV (optical) from Living Room with ceiling speakers in the same room - to play ipod/iphone music in each zone - to connect a Jack socket from laptop in chosen zone Looking forward to hearing from you. And a big 'Thank You' for your help

0
J
5 years ago
F
fernandorocapaulsenContributor I
asked in Troubleshooting

Sonos 1002. Diagnostic # 6974532

Sonos 1002. Diagnostic # 6974532

8
ratty
5 years ago
S
SeabassContributor I
posted in Troubleshooting

Soundcloud and play:1 music issue

I just purchased a brand new play 1 speaker from best buy. This is the first sonos product I own. I set it up no problem with the app and everything was going great. Then I linked my soundcloud account and went through authorization and I was ablke to play music. Except all my songs on soundcloud don't appear in the sonos app. I have my playlists but they aren't full with all the music originally in the playlist on soundcloud. The same goes with my likes. Some songs are on there some aren't. I just want to get all my music accessible from my playlists or like within the sonos app. I also have go so there aren't songs I cant listen too.

0
S
5 years ago
S
SeabassContributor I
asked in Troubleshooting

Soundcloud and play:1

I just purchased a brand new play 1 speaker from best buy. This is the first sonos product I own. I set it up no problem with the app and everything was going great. Then I linked my coundcloud account and went through authorization and I was ablke to play music. Except all my songs on soundcloud don't appear in the sonos app. I have my playlists but they aren't full with all the music originally in the playlist on soundcloud. The same goes with my likes. Some songs are on there some aren't. I just want to get all my music accessible from my playlists or like within the sonos app. I also have go so there aren't songs I cant listen too.

0
S
5 years ago
J
JToscanoContributor I
posted in Troubleshooting

tune-in stations not playing thru sonos

starting a few weeks back - when i try to play CSPAN radio or CNN radio through Tune-in on Sonos, i get an "unsupported sample rate" message. What can we do to fix this? my diagnostics confirmation number is: 6976126.

0
J
5 years ago
P
Paul HarveyContributor III
asked in Troubleshooting

Adding an album to the end of the queue doesn't work

When I add an album to the end of the queue it splits out the tracks and seemingly randomly adds the new album in the middle of the current queue. I'm sure this didn't used to happen. It's very frustrating. Any ideas?

2
B
5 years ago
M
mgrundyContributor II
asked in Troubleshooting

True play - speaker missing

I've been running true play in my home theater room where I have a playbar, connect amp running my Left and Right rear surrounds and I also have a sub. I've tried 8 times to run true play with the same result. Cannot complete true play as one speaker cannot be heard. Tried all FAQ and help suggestions with no luck. Any help would be greatly appreciated.

2
M
5 years ago
S
superkarotteContributor I
asked in Troubleshooting

When entering a sub, one box auf a Sonos 5 stereo pair stays silent :-(

If have a running 5.1 stereo pair and i tried to add the sub. The system tells me, that everything is okay, but one of the boxes in the stereopair has no tone.If i disconnect the sub , the second box is back ... What can i do ?

0
S
5 years ago
I
IvannieuwContributor I
asked in Troubleshooting

Sonos was unable to add the music f. "There is no shared folder "data" on the computer "AAAS1150"

What happened (today)... "Manage/Update music library now" failed. '\\AAASBS\Data\2Master_iTunes_Library\iTunes Media\Music' is no longer available. The device ... may not be powered on (not true) or the path may have changed (not true). Manage/Service settings/ Music library/Folders/ + : returned the message documented in the title. I had the same issue yesterday, installed a firewall and granted access to Sonos, unplugged all Sonos devices, unplugged Airport Base Station, re-installed the software, plugged Airport Base Station, Plugged Sonos Devices ... and it worked. I added my music folder on Sonos - the location as per finder afp://AAASBS._afpovertcp._tcp.local/Data/2Master_iTunes_Library/iTunes Media/Music/Adele/21/01 Rolling In The Deep.mp3 or afp://AAASBS._afpovertcp._tcp.local/Data/2Master_iTunes_Library/iTunes Library.itl - and created an accurate index. Today, I can not update the music library anymore. Diagnostic :6974434. What should I do to obtain a stable

1
I
5 years ago
Cococo
CococoProducer I
asked in Troubleshooting

Google Play Music

Hello! When I like a song in Google Play Music in Sonos, this song is no longer added in the app Google Play, automatic playlist I Like, but only in Sonos. Is there a problem? Thanks in advance.

0
Cococo
5 years ago
Cococo
CococoProducer I
asked in Troubleshooting

Surrounds and Sub cutting

Please help me! I have done ALL that is possible to do: change channel, reinitalizing all my Sonos products and my playbar was changing. Unfortunately, several times in one hour my 2 Play 1 and my sub cutting and it's really annoying. I really don't know how to do. It seems that is a problem with the wifi but I'm not sure... I'm really angry because with a system so expansive it's not normal... diagnostic number : 6625333. Thanks in advance

6
Cococo
5 years ago
M
mnjsmithContributor I
posted in Troubleshooting

Connect disconnecting

Hi, I've a connect in my sonos system which disconnects itself about once a day. It displays no light on the front when this happens. It has good wireless signal (within 10 feet of the router, in the same room). If I power cycle it I have to re add it to my sonos system. This doesn't affect either my play1 or connect:amp that I have elsewhere. Help please

3
M
5 years ago
U
User421449Contributor I
asked in Troubleshooting

error 1002 - unable to add shared folder to music library - for mac

"unable to add the shared folder to your music library (1002)." running mac 10.6.8

11
S
5 years ago
B
brotherbear85Contributor I
asked in Troubleshooting

unable to play music to my Sonos Play1 from Spotify

Hello all, i believe that the Sonos show show on the "Devices Available" option in the Spotify app however it does not show the Sonos. I can still use the Sonos app to play Spotify but the options are limited compared to the official Spotify app. any one have any ideas? many thanks many thanks

3
J
5 years ago
M
Marcus080369Contributor I
posted in Troubleshooting

Sonos 5 1st generation no playing

It is connected but will not play normal sound. It cones on for a few seconds some times but fades out to silent. If on full volume you can hear it really faint if up close?

1
Chris
5 years ago
S
svirgilContributor I
asked in Troubleshooting

SONOS acting strangely.

Good day, Suddenly I find my sonos to be acting a bit odd. Usage of the TuneIn, IHeartRadio & Apple Music services have all shown the similar errors " unable to play, cannot find file". Now recently a few things have changed but since the change all systems were working fine until today. Those changes were - discontinuing my Apple Music subscriptions and picking up a Spotify trial. This would be a great time to add that Spotify on all accounts works superbly. Which begs the question, did this Spotify integration cause these issues. At any rate I'd be happy if anyone may help me with this because I do love my sonos and would be happy to get them back to normal functionality. Best SERG

2
S
5 years ago
K
karstenjensen.dkAvid Contributor I
asked in Troubleshooting

Trouble with one speaker - Play:5

Hi, I have 3 zones..... A: tv room with sub, soundbar, two Play:3 B: Office - with 2 old Play:5 C: Other room with 1 Play:1 In my office I have a Booster, router etc..... 3 meters away from my booster and 3 meters away from my router I have 2 old Play:5. The oldest of my Play:5 mess up my system. It makes the two paired speakers fall out. If I un pair them it still falls out. When the speaker is paid or not-pairs it can mess up the other speakers - even the surround system etc. There is no pattern - it can play nicely for hours - days or sometimes even weeks - and then suddenly the speaker jams i for the other speakers on the network. I have tried the setup at two friends houses with other Sonos Zones and after a while the problems begins again.... Ohhhh yes - we indeed have tried resetting all systems starting all over again and resetting ALL speakers again.... By now I have no expectations to solving this problem.... My question is: [b]Can the speaker in any wa

4
K
5 years ago
J
JasonochranekContributor III
asked in Troubleshooting

Downsized Hi Res flac files won't play

Hello, I recently downloaded some Hi Res Flac files. Knowing Sonos won't play them, I used dbPowerAmp to down size them to 16 bit 44.1 kHz files with a bit rate of 1411 kpbs. I confirmed that the file size had been changed by accessing the metadata. Whenever Sonos tries to play these files I get an error message of "connection to computer was lost." All my pre existing files play fine. The files play fine on my computer and phone. Any suggestions on what I'm missing to make Sonos play these files?

11
J
5 years ago
M
MissMoriartyContributor I
asked in Troubleshooting

Bridge won't let phone connect to sonos

I have been having trouble with my speaker since day 1. I bought a bridge to solve the problems I've been having. I tried to follow the vague instructions on how to connect a bridge to an existing system, but it was useless. Now whenever I try to use the app it says that I'm not connected to the internet when I obviously am. Can someone help?

1
CapnLes
5 years ago
T
tigatoneContributor II
posted in Troubleshooting

Connection to Spotify lost

Hi, I am unable to play more than one song from Spotify. At the end of the song an error is returned saying the connection to Spotify is lost.this message is repeated for all songs in the play list. Please advise. Kind regards, Tony

6
J
5 years ago
S
scc_1976Contributor I
asked in Troubleshooting

sonos beta

sonos beta download

9
A
5 years ago
B
BsbllshrtstpContributor I
asked in Troubleshooting

Sleep Timer

I set me sleep timer for an hour and after about 10 minutes the playback stops. Well before the amount of time I set. I am listening to a podcast from my phone. When playback stops the podcast goes back to the beginning. Any help would be appreciated.

6
A
5 years ago
C
coreymceContributor I
asked in Troubleshooting

Sonos alarms - not turning off

I have tried to turn off my alarm that i have set for 5 pm daily. I press the stop button and it stops briefly the volume drops and the rises to the setting that was set. The only way to stop it is to uncheck it in alarms. When I recheck it, it comes back on again. Just started tonight. Any help?

87
R
5 years ago
TomTomTom
TomTomTomAvid Contributor I
asked in Troubleshooting

Play:5 gen2 5ghz

I hope this hasn't been asked before but I couldn't find it. I was hoping the new play5's would solve my interference problems because of the 5ghz since all my devices now support 5ghz but I think I'm wrong isn't it? Hope someone can help. The old ones I had hard wired to each other and then the left one wired to my router. But since there's only 1 Ethernet port I have to connect them individually to my router which has only 1 port left. Music always performs great it's only the line in which is causing the trouble here. The right speaker falls out all the time. Hope someone has a tip! Thanks

21
ratty
5 years ago
J
jsquanceAvid Contributor I
asked in Troubleshooting

Diagnostics 6968043

someone please help me. constant dropouts and disconnects. considering buying a boost or a new router. currently have an older apple airport extreme. Use a bridge to wirelessly connect to 4 Play 5's, a Play 1, and a Sub.

0
J
5 years ago

View real-time service status

Latest earned Badges

  • Meet and greet
    zroyearned the Meet and greet badge
  • Almost Famous
    ITCearned the Almost Famous badge
  • Round of Applause
    sdtheclubearned the Round of Applause badge
  • Carving it out I
    M Bearned the Carving it out I badge
  • Carving it out II
    Richard Pocockearned the Carving it out II badge
View all "Badges"
Terms & ConditionsCookie settings