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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.

  • 23,703 Topics
  • 115,582 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...
  • 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...
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23703 Topics

E
eyostAvid Contributor I
asked in Troubleshooting

iTunes Music Library shows as Imported Playlists after Updating Music Library

Hi all,On my Sonos App both on the Mac and the iPhone I had all of my Artists, Albums, Songs, etc. under Music Library. I ripped a couple of CDs and added those to my iTunes library and then ran the Update Music Library Now function. After I did that I now only have two artists under the Music Library, with the entire iTunes collection is now labeled as ‘Imported Playlists’. How do I get the Artists, Songs, Albums, etc. out of the Imported Playlists and under the Music Library like it was prior?My iTunes library is running on a Synology NAS. All has been working fine until yesterday.Any thoughts or suggestions would be great.Thanks,Ed

2
E
2 months ago
danks
danksContributor I
posted in Troubleshooting

Trouble connecting from Spotify after using soundbar with TV

This has been an ongoing problem for a while now. I have observed that I always have trouble connecting from Spotify on my computer (or my mobile app) to my Sonos system a short time after using my TV connected to the original Playbar (via optical TOS-Link cable) and configured with 2 Play 1 surround speakers. This is not just a problem connecting to the Playbar setup, but once this happens, I cannot connect to any of my other speakers throughout the house either. I have 2 other Play 1 in a stereo pair, 4 standalone Play 1, and a Move. Spotify fails to connect to any of them after turning off my TV and starting up Spotify. I typically attempt to connect to the Playbar/surround setup first, but once this fails, all other speakers just hang there in Spotify waiting to connect, and never succeeding. Everything is on the latest firmware (as of Jan 2022), but as I wrote earlier, this has been an ongoing problem (more or less ever since I have had the setup, which is going on 3 years now).

4
Mr. T
5 months ago
M
marinheiraAvid Contributor I
posted in Troubleshooting

Sub 3 On/Off toggle in app is inverted?1

Hi all!After reading about 14.6 update issue, it’s now my time to get affected by it.Sub on/off toggle is inverted.Any way of solving this, aside having the toggle OFF when I want the sub on?

2
M
1 month ago
D
DmoranphotogContributor I
asked in Troubleshooting

Cannot connect to Wi-Fi

I have a Sonos Play:1, a Sonos One, and a Roam. The first two have been on my Wi-Fi for years now. The Roam is new. Because of the Roam, I switched from the S1 to the S2 app on my iPhone. When I did that, I lost my whole system. I don’t mind so much because all of my playlists are via connected services. My problem is that now I can only get the Roam to connect to my Wi-Fi. I’ve gone through the various articles and asked the Sonos bot. I’ve successfully connected them to my router via ethernet, but cannot connect them to the Wi-Fi from there.  I’ve reset both speakers to factory settings. I’ve rebooted my router (both in the order prescribed in various Sonos support articles). The Wi-Fi connection still fails. At one point, I got my Play:1 to connect to the Wi-Fi, but it would not appear on the system tab of the S2 software. That time, my router software showed all items connected, but the Sonos software said differently.My latest attempts have been all after I have a successful wired

1
Ken_Griffiths
2 months ago
J
JamesBradleyContributor I
asked in Troubleshooting

Trueplay for Beam “Lost Speaker” with no sub or surrounds

Hi there,I recently bought a Beam Gen 2. Setup went fine and came to run Trueplay. Halfway through the “Trueplay where you sit” part it comes up with an error message saying “Lost speaker” and that one of my speakers can’t be heard. The crazy thing is that there’s no sub or surrounds connected, nor have I tried to connect any. So if it’s lost a speaker, I can only imagine it’s referring to one of the drivers in the Beam itself?For sanity, I reset it a few times and tried again. Made sure it was running the latest firmware etc. Hardwired it to my router (not that it should matter). None made a difference.The few things I noticed as rather suspect:The bit where it listens to the background noise just jumps to the next step when you hit Continue. It doesn’t listen for 5-10 seconds like it does with my other Sonos kit When I tried a 5.1 test file, the left channel was weirdly muffled. I suspect this is the real issue. I ran a diagnostic, the number being 1552656763. Help appreciated! :-)

3
James L.
1 month ago
J
JB70Contributor I
posted in Troubleshooting

Sifflement Playbar

Bonjour,Comme d’autres utilisateurs j’ai un sifflement du coté gauche de la playbar.Ce sifflement apparait des que la playbar est sous tension, peut importe la source utilisée.Comment avez vous résolu ce problème ?Merci

3
J
2 months ago
S
Senti79Contributor I
asked in Troubleshooting

Music cuts out

Hi,How to get rid of the red ones? Especially Sonos Badkamer is dropping music quite a lot. Though only from a thin wall separated from my Unifi Access Point.Thanks 

3
Mr. T
4 months ago
Phil Wentworth
Phil WentworthContributor I
posted in Troubleshooting

Play 5 Line In from TV - Works Fine but Other wifi Play 5's drop on pause

Play 5 Line In from TV - Works Fine but Other wifi Play 5's in paired group drop on pause.I just have to add to Paired Play5’s to group of the Line In then it works fine again.Very frustrating. They’re on channel 6.They never drop when on music from TuneIn etc, just TV and only when silent.Do I have to purchase a soundbar to sort this issue or will an optical connection to TV sort this issue out?

5
Phil Wentworth
4 months ago
Z
ZilverstoneContributor I
asked in Troubleshooting

Sonos on pc not visible - but ok in app.

Hi there…I have several Sonos speakers. One (Sonos Arc) of them is wired to my router.Issue: My Sonos Move was not visible - so I went ahead and got it connected from my iPhone. Now it plays - BUT the Move is NOT visible from my PC (Mac).Any suggestions please 🙏

3
Corry P
3 months ago
N
NASboyContributor I
posted in Troubleshooting

Tips for Connecting MAC to Synology NAS

I appreciate all the tips others have posted for connecting Sonos to Synology NAS on a Mac. I went through the dreaded screens in Synology File Services to add SMB1 and NTMLv1, and then restarted my NAS. But that still did not let me add a music library. On my 3rd call to Sonos Support, the Agent had me go into Mac System preferences, Security and Privacy, and then add Sonos to Full Disk Access and to Accessibility. That did the trick.

7
Airgetlam
5 days ago
R
RustySContributor I
asked in Troubleshooting

Sonos 1 & 3 dissapearing from Sonos App

Over the last few days my 2 One speakers and 3 dissapear from the app and also spotify.  I can see they are connected via WIFI but drop on and off.  The house has 3 Rukus AP’s and coverage is excellent and this has just started happening. Ideas?

3
Corry P
1 year ago
F
Freddie HContributor I
asked in Troubleshooting

Can't connect to music services with new phone

Went from my old iPhone 7 to a Samsung S20+ 5G. Recently found that I cannot connect to Deezer, Amazon or Spotify on the Sonos app, has anyone else experienced this? iPhone still works fine

1
Airgetlam
1 year ago
C
ChrisB60Contributor I
asked in Troubleshooting

playbar issues

Hi my play bar has started “stuttering” at the start of a new track download.  It never used to do this and none if my other sonos products do it.  Any ideas ?

1
Ken_Griffiths
1 year ago
M
MikelsmoContributor I
asked in Troubleshooting

Audio synch issued

Has Sonos and LG solved the audio synch issue with OLED TV’s?

1
Mark P
1 year ago
S
Sandles-StvContributor I
asked in Troubleshooting

Trueplay setup freezing

The app keeps freezing at the end of the first test after the two circles merge into one large green circle.   Nothing then happens and it just stalls. I’ve tried turning off all other apps and restarting the speakers (play at and sub) but nothing seems to help get past this block.  I’ve just setup a beam in another room so the app has worked previously, so not sure what it can be. Any help gratefully appreciated.  im using an iPhone 11 with latest updates.  many thanks 

3
Mark P
1 year ago
D
Dana WitkonContributor I
asked in Troubleshooting

Arc volume drop down

Almost once a week my Arc volume drops down while playing without anyone touching the bar. To resolve this I have to unplug the arc from power and re-plug back in. What can be done to prevent this?

1
Mark P
1 year ago
M
MikeyfrContributor I
asked in Troubleshooting

Starting system over again

I changed routers but trying to get my speakers onto the new network has proven to be a disaster. How can I totally start my sonos system set up as if I had just received all my components? Delete system and rebuild system.

2
J
1 year ago
J
Jos07Contributor I
asked in Troubleshooting

Prise jack.

Bonjour, J’ai une sonos Play 5 2émes génération, la prise jack ne fonctionne pas, elle n’a jamais fonctionné. Je l’ai acheté à DARTY modèle d’exposition début décembre 2020, il a tout juste un mois.Que faut il faire ??Existe t’il un moyen pour la réparer? 

1
Paul A
1 year ago
S
SmittySmithContributor I
posted in Troubleshooting

Crackling Sound

My speakers randomly start cracklings while playing. 1782919603

1
Rowena B.
1 year ago
S
SamiSugsContributor I
asked in Troubleshooting

Sonos isn't maintaining a connection

I recently left my house for a week. Since I came back, I have found that my app does not connect to the speaker after a little bit of inactivity. Unplugging and plugging the speaker gets everything back up and running, but is rather annoying. I submitted a diagnostic. 1208688160 was the reference number. Thanks for any help!

2
S
1 year ago
L
loskingsContributor I
asked in Troubleshooting

Sonos repeats Spotify tracks on its own

HiSince a few days back my Sonos system has started to occasionally repeat the last played song on its own, both playlist and album tracks. Quite annoying and isn’t always occurring it seems. I’ve read some old posts dating back a few years but no other posts in recent time.Have a look please, diagnose number 1515669413/LK

3
Mark P
1 year ago
S
sparkyrobContributor I
posted in Troubleshooting

Pocket Casts - not pulling back anything on Search

Hey there! I’ve set up Pocket Casts but no matter what I try, Sonos doesn’t return anything when I search on it. I’ve tried finding podcasts on the Pocket Casts mobile app, starring them, etc. and reauthorising Sonos… but nothing works. Am I missing something obvious?

2
A
1 year ago
R
Robert_203Contributor I
posted in Troubleshooting

Sonos Playbase Will Not Stay Connected

Hi - I have a Sonos Playbase with 2 X Playbase 1 as surround. The Playbase has dropped connectivity and will not re-connect. When I try to re-connect, the apps states press the “Figure 8” when you hear the chimes, but the chime is literally a nano second, unlike before and nothing happens. There has been no change to my network. When I managed to get it connected briefly earlier, the moment you adjusted the volume the connectivity would drop. Thanks,R  

5
Xander P
1 year ago
R
russell_94Contributor I
asked in Troubleshooting

Play:5 Gen 2 Stopped connecting to WiFi

Good Evening,I have a setup in my house of a play:1 Play:3 and Play:5, all of a sudden today the Play:5 stopped playing and did not show on the app, rebooted but nothing. I then connected a Ethernet cable and hey presto it came back to life! But now I cannot get it to connect via Wifi at all, even done a reset and it did not get picked up. I have submitted a diagnostic to sonos support 2093963164 does anyone have anyidea on how to fix? I’ve done all that Is obvious. The other speakers are working fine.

1
Simon B
1 year ago
S
Skippy kangarooContributor II
asked in Troubleshooting

Mac controller stopped working. Something to do with OSX app version 11.2.6?

My system was fine but then I got a message about updating my OSX controller app and now it can’t connect to my Sonos system. The update failed, then worked then ??? I tried a few things, including re-downloading the controller from the Sonos website. My system still works through my iPhone but the OSX app can’t connect to my system despite me trying a bunch of things.I have a suspicion that it might have to do with the fact that my Sonos system is on version 11.2.6 (based on system information in the iOS app) but you can only download 11.2.4 from the Sonos website. Can you get OSX controller version 11.2.6 from somewhere? Are Sonos just slow in updating their website? Am I barking up the wrong tree here?

2
S
1 year ago

View real-time service status

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