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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.

  • 23,688 Topics
  • 115,523 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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23688 Topics

Pasik__
Pasik__Contributor I
asked in Troubleshooting

Changing mail issue

Hello, I’m changing my mail in Sonos profile and have no problem logging in.My problem is that it request to verify that new address but i don’t receive it.I double and tripple checked … the mail is correct. It’s just I don’t recive it while i can receive it on gmail (which i leave).  The new email is looking like xxx@ik.me  I even had to revert the mail back to the old one since i cannot post here if my mail is not validated. Regards,    Pasik

1
James L.
1 year ago
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Wade86Contributor I
asked in Troubleshooting

Every Sunday evening - Unable to add songs to the que

Reboot every weekend? Is that the solution? This is REALLY annoying and I able to reboot each device, reset each device, and reboot my router. However this cuts in to family time every Sunday. Is this what this SONOS system requires?Thanks for any help on this topic.

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controlav
11 months ago
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Ollie1Contributor I
posted in Troubleshooting

trouble synching ceiling speakers with beam

When I play YouTube on my TV through my beam and sonos amp, my ceiling speakers the music goes out of sync. To be clear the ceiling speakers are hard wired into the Amp and the amp is linked to the Beam (and Sony TV) I've played around with the app to no avail.  The Amp appears to run the sound slightly ahead of the Beam, and it sounds terrible! What can I do to fix this ? Thanks Ollie  

1
G
1 year ago
K
KaiowazContributor I
posted in Troubleshooting

Sonos app login

Hi, why Sonos app want login when I'm logged in? After re-login is situation same… (No action after click)  

1
Ken_Griffiths
7 months ago
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Flipper0220Contributor I
asked in Troubleshooting

SiriusXM Account Not Recognized!

The app will not recognize my SiriusXM account with the correct credentials. Why?

1
James L.
11 months ago
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BullContributor I
posted in Troubleshooting

third times the charm…?

Folks,Third attempt to “re-discover” a missing room. It happens to be my “tv room” that worked beautifully for years. My 75” QLED is connected to my SONOS playbar … my playbar is paired to my Gen 1 SUB that is paired to both surround Gen 2 Play 5’s. I talked to 3 different Sonos Customer Care folks on 3 different occasions and they suggested 3 different “work around” fixes. None of them worked. This most recent one - probably the most frustrating one ended the call by instructing me to call my router provider to ask them to remove all “access points”. Are you kidding me.? I then have to call Sonos back to then readdress the problem… more system diagnostics. It’s been 3 weeks now that due to a Sonos Update that has rendered my System… Expensive system as well - USELESS. If there are SONOS folks reading this… this most recent case number is 03897942 that once again… for the third time was unable to resolve the issue. ANd quite frankly speaking to 3 different people providing me with 3 di

2
Ken_Griffiths
1 month ago
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JimexcelcsContributor I
asked in Troubleshooting

Pandora network authorization and issues

I've been dealing with this issue for about a year. I continually have to reauthorize Pandora to work with sonos. Sometimes re-authorizing works, sometimes it doesn't. Error messages vary but "can't connect to Pandora" is common. Sometimes there is no error message, but when I push play on a Pandora station, simply nothing happens. I've spoken to technical support three times so far. The only thing those people can tell me is that it's a Pandora "network issue." That's ***nonsense***. I can play Pandora from the app itself, I can play any other music service, including amazon, through the Sonos app. I can even play Pandora after we authorizing, or sometimes removing and re-adding the service. I talked to pandora, they stayed dead since it plays through my app, it's not their problem. That certainly makes sense. This is clearly an issue with Sonos and they are of no help whatsoever. Has anyone else run into this frustrating issue? *Moderator Note: Modified in accordance with the Communi

2
Airgetlam
28 days ago
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ccowherdContributor I
asked in Troubleshooting

Sonos Amp Constantly Reboots - diag# 757351388

My Sonos Amp is constantly rebooting.  It never did this before and nothing has changed in years.  Same network, same configuration.  I can hear it clicking, then a slow flashing white light, then a solid white light for a short period.  Then it turns off (click) and repeats.  Never stops.  It is not hot whatsoever.  I performed a factory reset and the behavior is stillthe same.Diagnostic number 757351388 generated quickly after a reboot and solid white.

1
Xander P
1 year ago
K
kskContributor I
asked in Troubleshooting

Error unsupported format playing KALW station

I’m getting the Error “unsupported format” when playing the KALW station today. I don’t have any issues with the other NPR stations. I saw some other threads with it intermittently happening for others (KQED and BBC) but I didn’t find any tips on how to resolve it from the user end. Any thoughts?

3
Airgetlam
10 months ago
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kkfraxxContributor I
asked in Troubleshooting

average replacement time

I'm waiting for a contact from sonos to replace a speaker. An email should have arrived with the instructions to follow but 4 days have already passed and I have not received anything yet. it seems strange. what are the average times? I am in Italy...Sorry for my english...thank you

1
James L.
1 year ago
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pacwest fanContributor I
posted in Troubleshooting

gen1 play 5 cannot connect to music provider Spotify

ok have an old Gen 1 play 5  using S1 controller and 6 using S2 ( this functioning fine) cannot get the S1 controller to play any music yet  controller shows it is  play 5 under system . help? 

3
Airgetlam
11 months ago
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PfierensContributor I
asked in Troubleshooting

sonos move configuration break out

Hi My Sonos move configuration is not stable. I tried several times to reset and reconfigured it, but it doesn’t work at all even if I follow Sonos recommendations.please someone could help?

4
P
1 year ago
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BingersContributor I
asked in Troubleshooting

Sonos turns itself on

I will come home from work, and my tv or streaming music will have turned itself on. I am the only person that uses the account or any of the streaming services (I live alone- nobody has ever connected to the system).The tv has turned itself on two middle of the night and coming home from work with music playing or tv turned on is a regular occurrence. (Typically the last thing that I had on…no didn’t forget to turn it off- thinking watching tv 18 hours prior)

1
Stanley_4
1 month ago
J
john.s.bondContributor II
asked in Troubleshooting

Last TuneIn radio station not resuming

Using either Google Assistant or the Sonos App, when attempting to resume the last played TuneIn radio station it results in hearing repeatedly the TuneIn intro (ie “Tune in .. then a jingle’”),  after a slight pause it repeats, never playing the radio station itself.Only work around is selecting another station, then switching back to the original one I wanted which then works ok.   Until the next time I want to resume that channel and the cycle starts again. Any ideas on how to solve this? Its a recent issue over the past few weeks. Thanks   

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J
29 days ago
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BG147Contributor I
asked in Troubleshooting

connect gen 1 flickering white light

I have an aging set up of two connect amps and a connect for zone playing, all connecting to hard wired ceiling speakers .the two amps work fine in their respective allocated room kitchen and bedroom but the connect isn’t working and can’t reconnect despite every attempt. I get a flickering white light. Any ideas? Just dead?

1
James L.
7 months ago
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MissywidgeContributor I
asked in Troubleshooting

classical music album track description

How can I tell, without a better memory than mine, which is Mozart and which Brahms? This is not the only album with this problem. At least this has all the movements instead of only some, but still. Can I change a setting? 

1
G
8 months ago
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Ridiculous Usernanr ExperienceContributor I
asked in Troubleshooting

sonos Move

My Sonos Move has stopped working.  It appears on the app as requiring an update, but I get error code 888 and 1002 when I try to update.  The only light that displays is the power light.  I have tried to factory reset, I've held the infinity button for 3 minutes to get some form of response, but nothing.   Even turning it off requires holding the power button for longer than 30 seconds.  When I turn it back on, I get the amber light on the front momentarily.   It's been on the charger cable whole we were away for 3 weeks.  Could it be the battery needs replacing,  and how do I do that.  I've tried everything in the support suggestions. 

2
AjTrek1
1 day ago
K
kirill_sContributor III
asked in Troubleshooting

Pandora does not work

Hi I think Pandora is down on Sonos. At least for me.

1
K
8 months ago
D
Dona76Contributor I
posted in Troubleshooting

Sonos Roam - Turn off by itself while listening to music

Hello,I bought a a month ago a Sonos Roam and for a week it started to turn off by itself while I'm listening to music. It's very annoying and I don't understand why.… Can you help me?  Thanks, Donatien

1
AjTrek1
5 months ago
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BobPrice23Contributor II
asked in Troubleshooting

Track times display wrongly and music repeats

On just a couple of my hundreds of albums, the track time that displays is longer than the actual length of the music. When it gets to the end of the actual music it starts playingagain part way through the track.Why?

2
Airgetlam
1 year ago
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newyorkzonozContributor I
posted in Troubleshooting

One iPhone can't find network

we have an iphone, and android work with no problem.  sonos s1,  another iphone got kicked off and cannot sign on, says “cannot find network” 

2
Rowena B.
1 year ago
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DieselgarfieContributor III
posted in Troubleshooting

No sound from Sonos one's

Hi I’m new here and the tv is coming through my Beam but not my Sonos one’s.I’m not technical at all and don’t know what to do.Also can’t seem to access the app on my phone.Any help really apreciated thank you 

1
N
1 year ago
B
BoofonContributor I
posted in Troubleshooting

connectivity issues

I have a play one (location bedroom) and a one SL (location living room) that to all intents and purposes worked perfectly other than losing connection with my phone at the extreme points of the home. I moved the play one to a closer bedroom in a central location to stop the above issue, and since then I have a whole host of issues arising from this relocation exercise.The worst problem is that I now cannot use the s2 app at all, I have a constant ‘ghosting’ appearance when in use, and the only use the app allows is the settings cog tab. In this section, the system suggests it only sees the one SL. This is regardless of where I am, the problem exists when my phone is leaning up against the Sonos product - so I don’t think location is the issue.My wife can actually access our Sonos network through her mobile and app, however, once she commences a radio station or chooses something from spotify, she no longer has any connectivity and cannot adjust the volume, change track or even turn th

1
Corry P
1 year ago
J
JsterrittContributor I
asked in Troubleshooting

Very old Connect performs poorly, cuts out

My Connect is hardwired into my router, yet is very flaky: it cuts out and takes a long time to start playing after other devices are going strong. It seems to work fine when ungrouped and playing on its own, but this is not a tenable solution.  I am happy to upgrade the device if its age is the problem.  My mesh WiFi is amazing. Is Sonos using its own WiFi network because the Connect is plugged into the router? My 10 Sonos devices are spread out over a considerable space (big house). Please help! Thanks…...

2
Stanley_4
1 year ago
T
techsnContributor I
asked in Troubleshooting

Split system with Plume

I am splitting my system to a S1 and S2 system. I also use plume to boost my WiFi signal. Currently, I have a S1 capable Connect connected via Ethernet to create a second network for my entire system. Do I need to connect one of my S2 speakers with another Ethernet cable to create a second Sonos network just for the S2 devices or will the current connection work for both S1 and S2 speakers?

1
Ken_Griffiths
1 year ago

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