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.

  • 23,871 Topics
  • 116,658 Replies
F.A.Q.

Troubleshooting Sonos on WiFi

  • 10
  • 30
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

23871 Topics

M
makker99Avid Contributor I
asked in Troubleshooting

Network matrix / issues

Hi. I often have issues with my Sonos network (intermittent playback, controllers "unable to find" my Sonos network). I was just checking my network matrix (see attached). I was suprised to see that most of the Sonos components are not talking to eachother? Is this normal? I am pretty sure I am meant to have a mesh setup. I've also posted my about system below. Any assitance appreciated, thanks. Associated ZP: 192.168.0.3 --------------------------------- PLAY:3: Bedroom Serial Number: 00-0E-58-71-55-CA:C Version: 6.4.2 (build 331533210) Hardware Version: 1.8.1.2-2 IP Address: 192.168.0.4 WM: 0 OTP: --------------------------------- PLAY:5: Kitchen Serial Number: 00-0E-58-55-21-6E:A Version: 6.4.2 (build 331533210) Hardware Version: 1.16.4.1-2 IP Address: 192.168.0.5 WM: 0 OTP: 1.1.1(1-16-4-zp5s-0.5) --------------------------------- PLAYBAR: TV / Living room Serial Number: 5C-AA-FD-1A-47-06:G Version: 6.4 (build 331532291) Hardware Version: 1.9.1.1

5
ratty
5 years ago
E
ElevatorbonesContributor II
asked in Troubleshooting

No TV or Xbox sound

TV won't play sound: directv or Xbox. But I try music and it's working right now. Already reset sound bar. Reinstalled with app. Took out digital audio cable and checked it glows red. Not sure what it could be. Please help, thank you! Also sent diagnostics. 6725214

2
Edward R
5 years ago
T00LF00L
T00LF00LProdigy I
asked in Troubleshooting

crossfade doesn't always operate correctly on all players

Guys i need help.. I'm starting a new thread because my old one didn't gain any traction. The crossfade function doesn't always work correctly on all players. All my players are grouped together, but instead of a unified crossfade, i get a 10 second silent gap on some players while the others crossfade correctly. Over the past year I have moved players around the house, some are wired and some are wireless, so it's not related to any one particular player. This happens whether I'm streaming iheartradio or Pandora, or playing mp3s off my NAS. I use the Sonos mesh network, not wifi for connectivity. I have a play1, 2 play3s, a Connect, a Connect:Amp and a Bridge. The very first time i saw the problem a year ago it was happening on a wired unit while everything else was wireless, but now it's happening on 2 wireless units which are 'between' wired units. Other than this one problem, everything works absolutely perfect so I don't really feel this is due to network issues. Every dev

9
T00LF00L
5 years ago
L
LynneyBContributor I
asked in Troubleshooting

My Boost signal has started dropping having worked perfectly for 10 weeks

Hi I have searched all the help and some of the community topics that weren't too teccy for me. I have a Boost, a Play 3 and a Connect. All were working fine until this morning and now I can't listen to even one minute music without signal cutting out. I have tested internet and it is the same as usual. Not brilliant, which is why I have the boost, but I can get a connection in every room in my house on my mobile phone. I have tried changing the Sonos net channel, I have also unplugged all the products and then tried to do a new setup - although it seemed to recognise the Boost. I still have the problem. Can anyone suggest what I might try next?

2
L
5 years ago
R
Rustler500Contributor I
asked in Troubleshooting

Sonos only works in certain rooms with my new Vodafone router

Hi, I have recently switched over my TalkTalk router for a new service from Vodafone. Everything works fine around my home except for my Sonos service. The Vodafone router is set up in my kitchen and when I try to access my Sono service via any tablet or phone it wont pick you guys up. If I step out of the kitchen and go to any other room in the house, the service is fine, and I can access and play music to the play 1 in the kitchen. my set up is as follows: Vodafone router with the Sonos bridge attached via Ethernet cable various TP links around the home in order to hardwire Sky Box's and sonos products. Have you ever heard of this problem? Russ xx

7
R
5 years ago
C
callummcContributor I
asked in Troubleshooting

New Sonos speakers, having issues with low end.

Hi guys Just purchased a pair of Sonos Play:1s a few weeks ago, and on the whole I'm really happy with them. Just one question i've got... when I'm listening to a tune which is a bit heavier on the lower frequencies - for instance, Radiohead - Bodysnatchers...the speakers seem to go a bit muffled/fuzzy even at a very low volume on the bass. This also happens on other pieces of music that are similar. I'm not sure if this is normal or if this is a defect - interestingly they both sound the same, it's not that one of them goes muffled and the other doesn't. Any thoughts? is this normal, or have I got two bad speakers?

4
K
5 years ago
W
walkychalkyTrending Lyricist I
posted in Troubleshooting

SMB Share -- Unable to Connect after Indexing Library

Soooooo.... I have my iTunes library ion my iMac shared with my Sonos via SMB share, which has been mostly working fine. I had to switch to this SMB share setup from the traditional about a year or so ago (maybe less) due to the way you changed your sharing permissions. The new protocol would not prevent my iMac from sleeping when playing music. Switching to SMB share solved that issue. However, now I have recently started having issues with the SMB share: Lately, after indexing my music collection my Sonos for some reason is no longer able to connect to my library when playing music. I can workaround the issue by re-adding the library all the time, but this takes hours and is a HUGE inconvenience. Why is this happening suddenly and how do i fix it? Thanks!!

5
SBSurfer
5 years ago
E
EggardContributor I
asked in Troubleshooting

Playbar and LG LED Smart TV error message displayed on tv

Got my playbar attached to my LG smart TV, disabled TV speakers, Playbar works fine with the TV using LG and my sky remote, but displays an error message on the TV where volume up or down should appear, it shows a round circle with a line through it! Anyone know how it can get rid of this symbol on the screen? Cheers

3
Airgetlam
5 years ago
A
AquaticContributor III
asked in Troubleshooting

lost sound bar, sub and play 1s 2x, had to unplug to reconnect

the rest of the AMPs, and CONNECTs were fine. Diagnostic # 6720257

1
Edward R
5 years ago
D
denny_1Contributor I
asked in Troubleshooting

Ungrouping, tune-in radiostations drop offs after last update

Hi, after the last update radiostations via Tune-in keeps dropping every 20-30 minutes. when i open the Sonos app, i need to reconnect to my Sonos network (not available), when i do get access then, my group is undone ??? need help here this anoying and not realy like Sonos !!!!

3
Edward R
5 years ago
C
Charlie782Contributor I
asked in Troubleshooting

Led keeps blinking white

After a general power failure (in town) my Connect rebooted, but the led keeps on blinking white... According to the support website, the led should go steady, or take another colour, but not so here. What could be the problem, and how to solve it? Many thanks.

1
ratty
5 years ago
SBSurfer
SBSurferProdigy I
posted in Troubleshooting

Can't Connect? Troubleshooting Steps Beyond "Turn Your Router Off and Back On"

#1 - Stop pressing the buttons. It's doing you no good. "Oooooh BUTTONS! I'll press and press and press and...what do you mean, I lost all of my Sonos playlists and favorites because I kept pressing the buttons?" #2 - Stop with the nuclear options - "I couldn't get my radio station to play, so I decided to install everything from scratch!!!!!" If you can't reconnect to Sonos, here's how to get things working again. If you have a Bridge - Check the link lights in back, right where the the ethernet cable connects. No lights, no connectivity. Look at the top of the Bridge - is there a solid light ? If no, then your power cable has fallen out of the wall, or the Bridge itself has become kaput. If you've got lights on top of the Bridge but no link lights where the ethernet cable connects, then replace it with any other style, color, or shape of ethernet cable. If you pick up the Bridge and the lights on back go out,. you've got a bad cable. If you don't have an ethern

1
Tom B
5 years ago
C
Cayala74Contributor I
asked in Troubleshooting

Pairing speakers to work surround sound

I have the soundbar and sub plus two 1's speakers. Ive had this system set up as surround sound right out the box. System worked perfectly. I changed my modem for better Internet speed and that's when everything got all out of wack. I did reset the wireless network. Put the new password and all and it work for 5 mins then it tells me on my phone that one of the speakers was unplugged. So I've tried setting up in a different room name and it just picks up both 1'sides speakers but not the soundbar. I group both rooms together to see if can have them work that way. Since I did that now I have my speakers spred to 2 rooms now and can't get them to work for one room only. It tells me it can't pair surround sound I must add a 1 speaker in oder to have it. So follow the pairing both speaker instructions but it says one speaker is not connected. I been struggling to have all speakers work as surround sound like it was. It just keeps leaving both 1's speakers not pairing together or one of m

5
T
5 years ago
T
twukEnthusiast I
asked in Troubleshooting

Playbar leaving group - a theory and possible solution

Hi all, I continue to have problems with my Playbar leaving the group when playing a music source (1 Playbar, 1 Play 1, 1 Play 3 each in separate rooms). When this happens, the other players continue to play, but when I look at the Sonos app the Playbar shows it has reverted to the TV source. My theory is that the Playbar may be getting a short burst of audio or a false signal from the TV despite the TV being off, which is enough to briefly cause the Playbar to ungroup and switch to TV audio. On the basis of a discussion with support, I've temporarily disabled the 'ungroup on autoplay' setting for the purpose of testing and will of course continue to monitor. However, I've already noticed the undesirable downside of this approach... when switching on the TV the audio will automatically play in all rooms. As a potential workaround, I'm considering purchasing an optical switch. My thinking is that when I want to switch to music I can switch the splitter to an empty input, wh

4
T
5 years ago
C
cookysteveContributor I
asked in Troubleshooting

I have a new laptop and managed to add the existing hardrive on to sonos, but the file folder is G

the new folder is G and it works but all my playlist looks for 2 not G so the play list says not found, how can I sync these, the play list is looking for the songs on the hard drive (tey are there) but the directory is wrong

2
C
5 years ago
B
Billm4Contributor I
asked in Troubleshooting

SONOS Gone to CRAP

what is going on with sonos updates and now the lack of any tech support. use to be the best support in the business and now its a joke. i have been fighting with multiple issues for months and tech wants me to rewire a 4 year old system. not going to do that cannot add lib to que, cannot shuffle ANY lib, cannot load any apple music and now i have lost ALL DISPLAY OF LIB"S it says "no sections are available" WTF.

19
ratty
5 years ago
S
SonosintrainingContributor II
asked in Troubleshooting

Trouble pairing Samsung Smart Remote with Playbar

Long time listener first time caller, honestly ashamed I couldn't figure it out, sooo here I am... I recently purchased a Samsung KS8000 4K SUHD television. I have a Sonos playbar and sub system in the room as my audio to support my Samsung Television, Samsung Blu Ray and Google Fiber Cable Box. Everything is working just fine in terms of audio availability on all devices output via the Sonos speakers, but I can only control the audio volume from the app on my mobile phone. While this sounds cool it reminds me of the guys in the airport who only use the phone apps to scan their ticket, never fails watching the guy fumble around trying to get the phone back on as it timed out and the app is nowhere to be found and so on and so on, 3 minutes later we continue boarding... I digress... I use that analogy because now I am that guy, fumbling around with my phone while the volume is blasting, when I could have easily just turned it down using my trusted Samsung Smart remote (paper ticket

2
SBSurfer
5 years ago
M
mkegregAvid Contributor I
asked in Troubleshooting

Chopyy wi fi / streaming problems with Sonos App with iPhone 7

My Sonos system worked great with my iPhone 6 and then I upgraded to the iPhone 7 a few days ago. Ever since I've been getting choppy connection when I use the Sonos app. I have been getting error messages about insufficient bandwidth. I ran speedtests and I definitely have plenty of bandwidth (34mb download, 5mb upload) for streaming. Anyone else having issues like this with the new iPhone 7? FYI, I have IOS 10 on my iphone 6 too and never had these problems.

8
Chris
5 years ago
T
tuffcalcContributor I
asked in Troubleshooting

Sonos Sub won't connect to playbar in standard (wifi) mode. Works fine with sonosnet.

Hi all, I'm pulling my hair out trying to get my Sonos Sub to pair with my playbar using my own wifi network. I would prefer to use my own network (Cisco Aironet) instead of Sonosnet so the networks don't interfere with each other. Oddly, my other sonos components (playbar, 2x play 1) work just fine using "standard" setup on my own wifi network. Once I try to move everything to my own network, or factory reset and restart on my own wifi network using standard setup - the sub will never connect to the playbar (although it will connect to the wifi network, but will fall off and never connect to the playbar). Is this a limitation of playbar / sub pairing, or is there something else going on? I saw another similar post in the forums where the person set static IPs for all their sonos components. Tried that, still didn't work. Any help is appreciated. Tier 1/2 sonos is stumped.

11
T
5 years ago
J
judsonabtsContributor I
asked in Troubleshooting

WiFi constantly disconnecting on iOS

This is driving me crazy. I just bought the playbar, sub, 2 play1s and a play5. I would buy even more but i'm ready to return everything because every time i open the app it has disconnected. I have strong internet connection and wifi. I have to turn wireless off and on a bunch of times to get it back. What can I do?

2
Chris
5 years ago
B
BURWELL33Contributor II
asked in Troubleshooting

Wasted weekend!

Ok this is doing my head in now! :) I've had a sonos system for years and it's always worked and been easy to set up. For some reason last week it stopped working and I've tried all sorts to get it running again. Yesterday I gave up in the standard setting and got a boost that came today. Plugged this in thinking all would be good - well it isn't! Boost is plugged in and connected and I've got a 2 play 5's, sound bar (with 2 play 1's and a sub connected up). Even these were temperamental to set up, kept getting messages saying wifi may be out of range etc, but eventually after clicking retry what seemed like hundreds of times! I still have a play 3 and 2 play 1's to connect in upstairs rooms and it seems I now can't add anything else to the system. I've put them next to the boost and they still won't connect! I've factory reset them all and green lights are flashing, when I go to add new component, they show up but when I push the 2 bottons and get the chime I get the attached

6
Chris
5 years ago
A
agmAvid Contributor I
asked in Troubleshooting

Really awful performance at a party

Hi. I've got two play 3s, one play5 and two play1 speakers, all running on a single boost amp. Even with a very fast internet connection, the performance was terrible last night at a party - loads of service drop outs or things like one speaker randomly working in one room but not another. Sometimes a message came up saying there wasn't sufficient network speed. Could the cause be the sheer number of people in the house (60-70) - do bodies interfere with signals like walls do? We get occasional drop outs during normal use but nothing like last night... Since a party is one occasion you don't want your sonos to not work... does anyone have advice on how to fix it? Should I buy a couple more of the boost bridges? Cheers, Andrew

2
Chris
5 years ago
L
LucajouContributor I
asked in Troubleshooting

Play 5 No power

I have 2 play 5 and 2 play 1 since a year and half. One of my play 5 just stop working and No light and power. At that price and Quality Im really disapointed With the Quality of the speaker. I hope there a kind of warranty for this cause or else never again With sonos.

3
ratty
5 years ago
D
David_230Contributor I
asked in Troubleshooting

Have Sonos Beta 6.0 for Android 5.1.1; Sonos Keeps Asking To Update!!!

I have updated the beta in the way requested, by uninstalling previous beta and then installing from email link. The newly installed beta seems to work but no matter how often I update, still shows an update and annoys me to update... Please help; I can't take it anymore...;-)

9
M
5 years ago
R
Ryan_63Contributor I
asked in Troubleshooting

Trying to leave private beta (5.1)

I'm trying to leave the 5.1 private beta and my system is not downgrading after I leave the beta. my account states I am no longer in the beta, but my system is still at version 5.1. I have submitted my diagnostics info. The number is 3935759. The main reason I am leaving the beta is because I am unable to adjust the equalizer settings using the iOS controller application; I can only adjust these through the Windows Desktop controller application.

2
M
5 years ago

View real-time service status

Latest earned Badges

View all "Badges"
Terms & ConditionsCookie settings