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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.

  • 23,903 Topics
  • 116,855 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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23903 Topics

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CallowayContributor I
asked in Troubleshooting

Idagio

When I go to the general search bar it shows searches in spotify and amazon but not idagio which i added recently. can I add idagio to the general search bar?

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2 years ago
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bfbf331Contributor I
asked in Troubleshooting

volume control iphone

The volume app is on my lock page and will control the volume from my iphone. i dont want to control the volume on my iphone. How do I get it off my iphone

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2 years ago
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MeppoGordunniContributor I
asked in Troubleshooting

Samsung TV FiOS and Sonos

When I change the volume on my Sonos with the FiOS remote with voice commands I keep getting a message that the TV is on Digital Optical. Anybody have a fix?

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2 years ago
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JeroenvdHContributor I
asked in Troubleshooting

spotify geeft sonosboxen niet weer

Op 3 telefoons, zowel android als IOS zijn de sonosboxen wel zichtbaar. Vanuit 1 IOS telefoon niet. App verwijderen en opnieuw installeren helpt niet. Diagnosenummer is 1311481565. Help ?

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2 years ago
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marcwleeContributor I
posted in Troubleshooting

Sonos does not detect songs in my playlist on Galaxy s10

When I go into Sonos, Browse, On this Mobile Device, Playlists, it will display the playlists I have stored on my Galaxy S10 but when I select a playlist, it says "No selections are available". It does find the music if I select a different criteria like Artists or Albums, just not on Playlists. This was working fine until recently so it must be an update that has caused this. I tried uninstalling and reinstalling Sonos, I went into the Music folder on my computer and made sure all files have full permission and then copied them to the phone again and neither worked. I also moved the Music folder from my SD card to the phone storage and that didn't work. I can play the music from the "Samsung Music" app and I can also play the music on my Android tablet so this has to be a phone/Sonos issue.

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2 years ago
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eddielopezContributor I
asked in Troubleshooting

Playback drops with Amamzon HD service | Diagnostic 678432310

I've already tried switching to compressed playback and changing various sonosnet channels, with no change in periodic drops. Have a strong WiFi connection and plenty of throughput. I suspect interference and unsure what to do to resolve. Any help appreciated. Thanks. Ran a diagnostic: Your confirmation number is: 678432310. RIVERSIDE BOOST (RINCON_B8E937098C8601400) Home_5_Black (R) (RINCON_5CAAFDFEA09001400) Home_5_Black (L) (RINCON_5CAAFDFEC54201400) Y.O.U. OUTSIDE (RINCON_5CAAFDEF329201400) Home_1_Black (R) (RINCON_B8E937E8EC3801400) Home_1_White (L) (RINCON_5CAAFD4F741401400) Home_1_Black (S) (RINCON_5CAAFD81FF3C01400) Y.O.U. INSIDE (L) (RINCON_7828CA92E47001400) Y.O.U. INSIDE (R) (RINCON_7828CA9ABD3401400) Home_1_White (R) (RINCON_5CAAFD4F759201400) Home_1_Black (L) (RINCON_B8E937BD605001400)

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2 years ago
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Bricky BContributor I
asked in Troubleshooting

Cannot "Play Next" in radio mode on Google Play through the SONOS app

When I use the Google Play app as a standalone and select "Start Radio" on a song, I can search for other songs and hit "Play Next" and it will add it to the queue created from the "Start Radio" command. When using the same mode but in the SONOS controller, the "play next" does not add it to the current queue created from "Start Radio". Is there a way for that feature to work?

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2 years ago
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Kevin McGurnContributor III
posted in Troubleshooting

Amazon Music currently playing on another device and iOS

Here is a pretty specific problem that I was able to troubleshoot. It involves many services and I'm not sure which the bug is in: [list] [*]Subscribe to Amazon Music unlimited, single user. [*]Open amazon music app on iPhone (iOS 13) and play a song. [*]Open any other audio app on iPhone (Audible) and hit play. [*]Amazon music song fades out, Audible starts playing. [*]Try to play any Amazon Music song on your sonos device. You will get the error message 'amazon music is currently playing on another device...' [/list] To fix this you must again go to the Amazon Music app, press play and then press pause. Closing the Amazon Music app on the iPhone does not solve the problem. The only solution I have found is pressing pause (even though the song was not still playing). The short answer seems to be that iOS is not sending the appropriate message to Amazon Music so that it nows Amazon Music is no longer playing on my iPhone. Or it is and Sonos is not reading the appropriate status

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2 years ago
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spritchouContributor II
asked in Troubleshooting

Delay when starting including loss of music

When I start a song from spotify, it takes time, some zones are playing some not, and in the middle of the playback, music comes and go repeatedly. Here is the diagnostic 1997716557

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2 years ago
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ClayMContributor I
asked in Troubleshooting

Using "On This Mobile Device", podcasts do not have a progress bar or skip ahead/back buttons.

Hi, I'm new to the sonos system. I have a podcast app of choice (Player.fm) that I use on Android and PC. This app is not integrated with Sonos, so I'm using the "On this mobile device" feature to play the songs from my phone's storage. None of the episodes I've played had progress bars or skip buttons; they are greyed out, no messages when touched. I was playing an episode and it sounded great, but it just... stopped after a half hour or so, and when I touched the podcast again on my phone it started from the beginning. Am I doing something wrong?

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2 years ago
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cbprodContributor I
asked in Troubleshooting

no sound bell fibe 4k receiver

i have a sonos beam hooked up through hdmi (arc). i get no sound from my bell fibe 4k receiver, when its powered on with the tv. the tv has sound moving from one app to another, but the bell receiver has no sound though until i do a reboot.

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2 years ago
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MBP73Contributor I
asked in Troubleshooting

sub connected but not playing

Hi! My sub is connected to associated with my playbar and two play 1’s, but it won’t play. I have submitted a diagnostic #2103132277. Could you please take a look and let me know if there is a fix?

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2 years ago
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PAHEContributor I
asked in Troubleshooting

Hackande ljud

När jag spelar Spotify hackar/tystnar ljudet. Men inte när jag lyssnar på radion? // Patrik

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2 years ago
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Jonjon1239Contributor I
asked in Troubleshooting

Amazon Music 'Tracks' Not Appearing

A few weeks ago I noticed I'm unable to look at the individual tracks in my Amazon Music Library. I'm able to find albums and playlists, but if I want to just let my Sonos shuffle through my library I'm unable to access it at all. I'm on to Sonos support via messenger but they've been unable to resolve the issue yet, does anybody have any ideas? I've tried wired, wireless, cleared the cache of both apps and still no use. Sonos Issue https://imgur.com/gallery/0wTnoLg

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2 years ago
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modelaeroContributor I
asked in Troubleshooting

Missing album art Samsung S10/Android 9

I have the same music library that has been unaltered since installing on Galaxy S4 mini (Android 4), iPhone 7 and LG G3 D855 (Android 6). All worked as it should until support for the S4 was withdrawn and iPhone 7 lost the ability to play local content. I do not stream music.The LG G3 still works OK but the new S10 (512Gb) does not display the majority of album art. Same music, same files, nothing changed from the other devices. I tried storing on both SD and locally and then on each location separately. No difference. N7, Google and Samsung media players have no problem with the album art content. Only the Sonos controller. All software is up to date. Diagnostics 964149683

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2 years ago
Carlyboy
CarlyboyAvid Contributor I
posted in Troubleshooting

Lip sync solved

My lip sync was way out but this is what worked for me I have a LG UJ634V TV. My set up now is : Sky Q - HDMI going from Sky Q into HDMI ARC on TV - Optical cable going from TV into sonos soundbar. MAKE SURE HDMI CABLE IS IN HDMI/ARC INPUT ON TV. I went into SKY Q audio/visual settings and set OPTICAL OUT setting to NORMAL and HDMI setting to DOLBY DIGITAL. Then on my particular TV (LG UJ634V) went into the sound settings. Make sure "Sound Out" is showing : Audio out (Optical/HDMI ARC) Then go down to "AV Sync Adjustment" click on this and make sure this is turned on, leave sync bar on zero and make sure bypass is turned off. So far the lip sync has been perfect and have been receiving 5.1 surround through sonos playbar - 2 play 1s - sub - according to sonos app. Hope this helps someone 👍

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Carlyboy
2 years ago
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aenealeContributor I
asked in Troubleshooting

unable to pair sonos move with TV

I am unable to connect sonos move to samsumg tv via bluetooth. it sees thr move but does not connect. i can pair the tv with a bose speaker

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2 years ago
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EyalLContributor I
asked in Troubleshooting

Spotify shows that a song is playing in my Sonos 5, But the Sonos 5 playing something else

It's seems that there is no sync between the Sonos app and the Spotify app. I'm unable to play music directly from the Spotify app: [list=1] [*]opening the Spotify app - play a song. [*]selecting the Sonos 5 as the output (still on the Spotify app). [*]The app show an error: unable to connect to Sonos. [*]Opening the Sonos app [*]start streaming music from a radio station. [*]going back to the Spotify app, and try again to select the Sonos. [*]No error, it's look like it's working, but the Sonos still plying the radio station. [/list] any idea?

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2 years ago
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David RanceContributor I
asked in Troubleshooting

"Update Music Library" function only loads some tracks

I bought an album from iTunes Store today. This successfully downloaded all 9 tracks (and a digital booklet) into my iTunes library. After doing "Update Music Library" function in Sonos, the album is found but only 6 of the 9 tracks are there (tracks 4,5 and 7 are missing). The album title is identical for all 9 tracks in my iTunes library. Any help please? Thanks, David

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2 years ago
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jazzman02Contributor I
posted in Troubleshooting

sonos sub dropped out from beam

HI guys bit of help. Set up my sonos beam and sub yesterday with no problems but sub dropped out for some reason and wont connect, has solid white light on sub then once you press it, goes orange. So frustrating and I dont know what to do. Tried turning on and off, turned of router. Any help please for a fix?

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2 years ago
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SsunbrnContributor II
asked in Troubleshooting

cannot get 2 specific speakers to group

I have 8 speakers in my system. For some reason two of the speakers refuse to group together: bedroom and bathroom. They used function as a group, but this feature hasn’t worked for the last few days. I have tried power cycling the devices. Any further trouble shooting advice? Diagnostics: 1896317683 Thanks in advance!

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2 years ago
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m2mreedContributor I
asked in Troubleshooting

I unplugged my Sonos One and now it won't connect with the system

I unplugged my Sonos One earlier today and now my SONOS app won't recognize it. I've unplugged it multiple times. It flashes green at first and then it flashes orange.

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2 years ago
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Kelda MContributor I
asked in Troubleshooting

Play 1 (one of a stereo pair) keeps dropping out - every minute or so

[h3]Diagnostic # 1764040443[/h3] I have a group between my kitchen (1x Play:1) and my living room (2x Play:1 that are a stereo pair). One of the stereo pair continually stops playing. Not sure if it is wifi - we have had them for years and this is only a recent problem (since we added a kitchen one, actually - a month or so ago) Thanks!

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K
2 years ago
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cjoegoContributor I
asked in Troubleshooting

Airport Express and Play:5 via Airplay 2 Losing Sync

Anyone else solved how to keep a Sonos in sync with an Airport Express (Airplay 2)? Mine loses sync frequently. A.

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2 years ago
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atomgroomContributor I
asked in Troubleshooting

Unable to add songs to queue

Hello, I have a Sonos Play 1 and a Play 3 using the Sonos bridge. Whenever I try to add a Spotify playlist, I get the same error "unable to add songs to queue". I've tried: resetting literally everything, reauthorizing Spotify to Sonos. Deleting Sonos from my phone, Using Sonos desktop. No matter what I do, same error. Other playlists work fine, but one will not work, it has 6,212 songs. Awhile back, it worked fine, but now it just won't work. Pretty frustrated. Any help is greatly appreciated. Your Diagnostic confirmation number is: 1635270290.

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2 years ago

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