"Server cannot be found" woes

  • 28 December 2017
  • 34 replies

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I have been trying to fix this for weeks now and its driving me mad.
I have just started using my sonos play:5 again after about 6 months and Im getting the error regular. I fix it, then a couple of hours later or the next day its back again.
when I click on a song its says cannot connect to xxxxx(insert song) because server cannot be found. I have been through this so many times i know whats going to happen next, if I click update library, it will say cant find (insert my name) computer.
So I unshare/ share/.. firewall on / firewall off... change the computer name / restart and I usually get it working again eventually.I think its the changing the computer name that helps the most?
My ipad and iphone work perfectly and I can see the songs I play from them in the queue of my computer controller. so it just seems to be the computer thats the problem running windows 10 BTW if that makes a difference .I have done a lot of reading about this problem in this community but haven't found a permanent fix.
Sonos if this is such a common problem why don't you put out a patch to fix it ? when it works its great but that isnt very often
Thanks for any advice.

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34 replies

I have just been speaking to Sonos support who got me to remove the music library from the Sonos app and then reinstall it. Now all my music plays!
I did a little Googling after my post and found a few people with issues on Windows 10 and lack of network after waking up from sleeping.
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Thanks for stepping in Belly M, and glad you guys got to the end of it. A NAS drive is a good way to go to get the music library available all the time, no matter what the computer's doing. Though you'd need to make sure to update that drive with all of your music whenever you get new tracks.
Couple of things spring to mind. First, have you tried deleting the pointer to your Mac, and then re-entering it?

Second, is there any chance that the hard drive on your Mac is now going to sleep, when it wasn't before? i.e, double check the power settings on it, it may have been accidentally changed with recent updates.

Finally, if you really want an answer from Sonos, submit a system diagnostic within 10 minutes of getting this error, and either post the number here, or contact Sonos to discuss it. There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution. There's not anything in those screenshots that really tells them anything.
I have this problem not infrequently. It is either a Sonos engineering problem that has never really gotten addressed or in my case I suspect it is because my internet system goes to sleep on my computer when I have not used it for a while. I have a Google mesh with very, very strong signal in my home but when the computer has gone to sleep / disconnected itself from network Sonos thing it simply does not work. Ironically, once computer starts up again and reconnects everything to my iPhone it will work without the "server" computer even being on. All other things in home network system, e.g. Ring, Netflix, TV stuff all works no matter what the computer is doing. That is what IMHO Sonos should also be doing but alas not the case. I suppose we could say "well the music is stored on computer" but actually in my case it is all stored in iCloud.
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Hi and thank you for your reply.
I have found many threads with this problem or I wouldnt have known what to try. the connection is not as you say come and go by its self, it never fixes its self. but the things i try usually fixes it, but the fix doesn't last long. plenty of threads here saying cant play songs from library server not found.... and they are told to change name of computer unshare reshare folder turn on and turn off firewall. so it does sound quite common maybe whats not common is people fixing it and it reoccurring a little later.
Anyway my diag number is 8290413 if anyone can help.
Ive just noticed Spotify is working so maybe its not the computer and just my library ?
Let's see what Sonos can find out by looking at the data in that diagnostic.
I have a similar problem but am using an iMac. Can anyone give a link to a Mac user with this problem? Wonder if Sonos are open during this holiday period.
I had similar problems for ages. It seems the problems were caused by my router periodically swapping channels in order to ensure the best wi-fi signal (BT's HomeHub routers do this a lot). I solved it by buying a Boost as this creates its own wireless network on a single channel. So far, several months, the problem seems to have gone away.
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Hi Belly M,
Thank you very much for your reply and trying to help.

I really don't think its a WiFi problem because I have many devices that work faultlessly over my WiFi including the Laptop I have the controller on.
The only thing that I have trouble with is the sonos system losing my computer.
After playing a little more I can now condense the fault for you.
Its not the computer name as I I said before that fixes it, its the restarting the laptop and re re-adding the music folder that fixes it.
Sooo, if it stops working and says "server cannot be found" I delete the Music folder from the Sonos, reboot the laptop, re-add the music folder and it works perfect again.
Would it be anything to do with Windows 10. as it didn't happen on Windows 8.1 ?
Whilst your network does apear to be fully working Sonos relies on a decent / stable connection to the music source, so do not rule out a network issue. It may even be the network driver or something simple like the laptop is sleeping. Running a constant ping from the laptop to a Sonos device may show up issues or even keep the connection alive.

If you just reboot the laptop does it work? (Without name change / share removal)

Did you try just power cycling the router?
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Hi Belly M.

Thats very interesting, No I didnt try the power cycling of the modem But....
To day it was working fine for hours then I had to pop out for a while so I shut the lid of the laptop which puts it to sleep. When I came back I woke it up and the "cannot find server" issue was there.
So I tried shutting down the laptop and just a straight reboot as you suggested and it was working again.
What do you make of that ? thanks
Now ty a router reboot to see if that helps, leaving the laptop alone.

If nothing, after the laptop is woken up (opening the lid) give it a few minutes before trying to using Sonos.

The very action of putting the laptop to sleep does mean Sonos will not be able to “make contact” as I said this is / was an unsupported configuration.
Set Windows 10 power option to never sleep and never close the lid on the laptop. The previous version of Windows was probably never shutting the laptop down fully even with the lid closed and keping the network card alive. Worth looking to see if there are any options for your laptop.

Alternatively buy yourself a cheap NAS, they do have power saving options but by nature of their design never go to sleep and always on the network. In the UK a recertfied one by WD is £80. Just copy your music to it and plug into the router... and forget about it 😃
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Dont laugh but I had trouble getting it to stop working :8

When it did stopped working I powered down the router for 5 mins, the controller kind of went blank and said I needed an internet connection.
I turned the modem back on, the controller opened as it should but still had the "Cannot find server" issue.
So I rebooted the laptop and all was well again.

I have power options on the laptop when shutting the lid, they are:: sleep, shut down, hibernate (whatever that means) or do nothing.
Ive set it to do nothing and see how we go.
I haven't heard of NAS before but I will look into it.
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Just a bit of an update for the community if anyone's interested.

Hi Belly M, as you predicted setting the laptop to do nothing when the lid was closed had got rid of the error message "server not found" Ive had no problem since my last post.:-)
So all ok apart from I can't put my laptop to sleep (but that's fine)
Can you try to explain to me in laymans terms why this is.
Why is putting it to sleep and waking it up different from shut down and rebooting the laptop ?
I would say... that when the laptop wakes from sleeping the network card is not working / reconnecting to your network.
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That makes sense, ok thank you very much for all your help it's much appreciated.
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Thank you, nice to have conformation cheers
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I hadn't heard of NAS before it was mentioned here so thank you for the information, well worth keeping in mind.
Found this web article and worked for me...specifically the 2nd half of the article about the SIZE value in the reg key. Article says Win7 but worked on my Win10.

Look I’ve just moved house and I can only play my albums on Sonos if my mac is running , otherwise I pad and I phone cant play my music ....why . I phone states cannot connect to server and refers to Mac !... this should be an easy fix can anyone help PLEASE ,
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Look I’ve just moved house and I can only play my albums on Sonos if my mac is running , otherwise I pad and I phone cant play my music ....why . I phone states cannot connect to server and refers to Mac !... this should be an easy fix can anyone help PLEASE ,

Hi there,

It sounds like you are trying to play your music library on Sonos. When you set up a music share from your computer, the computer must be powered on in order for your Sonos speakers to play the music. If you'd prefer to keep your computer off, you can use an online music service instead as these do not require your computer to be powered on. You can also play directly from the storage on your iOS device, but may run into issues if you are using Airplay on non-Sonos devices while streaming from your iOS device.
Ok. Sonos I’m not a tech wizard so please help. I’ve had no problem with playing my albums / music from either my iPad or iPhone , just moved house and now I find that both of these can’t play my music unless my Mac is on . Why ?

this is what I get