Speakers won’t re register to Sonos account after factory reset

  • 29 September 2018
  • 38 replies
  • 22422 views

Hi, any help gratefully received. I recently factory reset my 2 Sonos Ones due to problems with the Alexa functionality. Have just set them back up again, but the app is now telling me that it can’t find any speakers registered to my Sonos account.

When I attempt to register them, after a long while of trying to link it displays a message saying “Setup problem”, asking me to check my internet connection (which is fine) and that my speakers are plugged in (which they are). It also says to check the system settings on my controller device (iPhone) to check the time and date settings are correct (which they are - just the automatic iPhone time and date).

Have checked my Sonos account on the Sonos website and it’s showing that the 2 speakers are both registered to my account (albeit showing the date of registration as the date I originally registered prior to the factory reset).

Can anyone explain to me why my speakers aren’t registering now, and how I can go about fixing the problem?

Thanks!

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38 replies

Adding to this thread, I had a brief power-outage which (for some unknown reason) stopped my Play:1 from being able to reach-out to the internet. My mobile app and Windows PC app could both contact the Play:1, but I couldn't play anything from my Spotify account.

I tried assigning a static IP address in my router for the device's hostname since this seemed to placate my Android smartphone (which was having a similar issue post-power-outage). This didn't seem to work.

I tried leaving the unit unplugged for about a day in the hope that it might be an odd DHCP-lease issue (which I believe was the problem with my smartphone). This also didn't work.

I then factory-reset the Play:1. After some on-and-off updating/troubleshooting of apps and such I was finally able to fully reset the device and reconnect to it with my apps. The final problem I ran-into was that I couldn't register the thing.

It turns out that the "Pi-Hole" I have on my network (a Raspberry-Pi computer acting as a local DNS for killing annoying ads) was completely killing the Play:1's ability to re-register to my account. I temporarily changed my router's static DNS from the "Pi-Hole" back to Google's (8.8.8.8, 8.8.4.4 for primary/secondary respectively), and the desktop Sonos app was able to register the Play:1 immediately.

Just a heads-up for anyone that stumbles-upon this thread again with the same issue. DNS problems might be preventing your product from re-registering (as was implied a few posts prior).

Just had that problem. I spent two hours with a very nice lady on customer service and they couldn’t fixed it. I decided to factory reset my google WiFi and guess what I can register my Sonos now!

OK, so Sonos support was of no real help - just relaying their standard flow chart troubleshooting tree. THey were bringing up the 'not a good signal, plug into the router, asking for the model of router, etc.etc'

The problem with this type of thoughtless troubleshooting is that it completely ignores the 10 or so sonos speakers I've setup with no issues.

In any event, the problem I was having was due to a duplicate IP address on the network. There was a computer on the network that was hard coded for an ip address that was within the DHCP scope. It took a while to find it. However, once I changed the hard coded computer to an ip address outside of the DHCP range, everything worked as expected. I was able to register the speaker and create the stereo pair like normal.

HTH!
I had the exact same problem, with the ethernet cable I resolved it, Thanks
I also have this problem. The app says that no speakers are registered to my account but when I check this site it shows the speaker under my account -> products so I think there is a mismatch somewhere.
I currently have exactly this problem but there doesn't seem to be a good solution in the comments. Anyone have a solution?
Assuming you have already tried the things mentioned earlier in the thread, possibly switching off 'Airtime Fairness' is a solution, if that is indeed supported by your router? Otherwise more information might be required to help someone provide you with a definitive answer.

This worked for me, thanks.

I spoke to customer support and resolved the issues. I had to edit my DNS Servers from automatic to manual. I also had to delete some other the other options. I had interference blocking Sonos from working properly.
Does the speaker setup work if you try it whilst the speaker is cabled to your router over Ethernet?
Oh and don’t forget to choose the Boost Mode setup if you do try that ...and please see the below link of how to switch back to the standard WiFi mode before disconnecting your speaker cable from the router:

Switching a Sonos Household between Standard & BOOST mode & vice versa
I have exactly the same issue. Trying to set a Play1 up on a new network. Have tried both wireless and boost setup and factory reset. The product is showing up in the account, and everything works fine in terms of setting the Sonos play 1 up. However, once setup, and the controller looks as though it’s going to its normal home screen for choosing music etc, it defaults to the “Register your speakers” (we can’t find any speakers registered to your sonos account) screen.

Clicking on register your speakers results in exactly the scenario outlined above - a lot Ng250up time (a number of minutes) trying to do something, then displays exactly th same message as above. This happens on loop and there doesn’t appear to be an way to get past this stage.

Any help much appreciated as I have a useless product at the moment. I’m a long-time sonos user and always been happy but this is getting massively frustrating
r0bbailey,

I would contact Sonos Support via Twitter where they provide 24/7 support and they can perhaps take a look at at what is happening ... see below:

Contact Sonos Support via Twitter.
Ken_Griffiths

Thanks for the response. Have tried connecting one of the speakers via Ethernet and afraid it still doesn’t work. Also can’t change to boost setup mode as can’t get any further I to the app without registering the speakers (which I can’t do). All very frustrating.

What if I don’t have Twitter? Is the email support function as good?

Thanks
I understand the 24/7 support is via Twitter and Facebook ... the email option will obviously work, but I’m not sure that is covered 24/7, so you may have to wait till the weekend is over to get a response in that instance.
Denboj/r0bbailey,

If you do get this issue fixed, can someone here please kindly let me know what the problem was, just for future reference please ... thank you ?
Having this same problem now - working through Twitter support - not very good thus far....will keep you posted. Having the exact same problem as Denboj and r0bbailey....
I also have this problem. The app says that no speakers are registered to my account but when I check this site it shows the speaker under my account -> products so I think there is a mismatch somewhere.In the app, go to Settings, Account Settings. Is the email address the one you are expecting?
I also have this problem. The app says that no speakers are registered to my account but when I check this site it shows the speaker under my account -> products so I think there is a mismatch somewhere.In the app, go to Settings, Account Settings. Is the email address the one you are expecting?

yes and the account id is the same as well.
antti-takalahti,

What happens if you reset your Sonos controller app in 'Advanced Settings' and then choose the option to 'connect your controller back to the existing Sonos system'?.. just make sure you do not create a new system with the controller, stick with the existing one.
I think I have some sort of network issue. This was a huge help: https://bsteiner.info/articles/hidden-sonos-interface and I am able to ping this laptop but not any external service. I just wish I knew how to solve that but I guess it's not a sonos issue per se.
The old advice to power everything off and on again is often remarkably effective. Power down the router and everything on your network. Then power up one device at a time, letting each come up fully before doing the next, starting with the router.
Have same problem, spent over an hour on phone with sonos tech support and did not get a solution. He did suggest going into router and check settings. We turned off 'Enable AIRTIME FAIRNESS ' apparently this can cause problems with sonos. Also, once in router settings, you can get ip address of you speaker and try to ping it. I cannot ping speaker, there is something in the router/internet settings that is blocking the registration. What makes this most confusing is the speaker was working last week...and nothing changed???
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An easy way to sidestep many of the issues with flaky routers is to wire one or more Sonos components and move the Sonos devices to their own wireless network.
Have same problem, spent over an hour on phone with sonos tech support and did not get a solution. He did suggest going into router and check settings. We turned off 'Enable AIRTIME FAIRNESS ' apparently this can cause problems with sonos. Also, once in router settings, you can get ip address of you speaker and try to ping it. I cannot ping speaker, there is something in the router/internet settings that is blocking the registration. What makes this most confusing is the speaker was working last week...and nothing changed???I agree with Stanley_4, but I would have expected the Support Staff to have already tried that with you, if they were on the phone to you for more than an hour, however wiring a speaker is the best place to start. I would check both the router and controlling devices Network: DNS/Gateway/DHCP settings etc. too.

If using any WiFi extenders/adapters or powerline adapters, then I would turn those off whilst trying to get the speakers up and running on their own SonosNet wireless signal. Be sure to set the SonosNet channel at least 5 channels away from your main routers WiFi channel.
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Are you able to see the Play 1's lease in your router's DHCP page? If so then try assigning an IP address outside the DHCP address pool, if that doesn't work try one inside the pool. Some routers require one or the other so manual reading or trying each is needed. I'd assign static/reserved addresses to all Sonos to avoid future power or update related glitches. You can also give each Sonos a unique name there in most routers.

Once assigned power down all your Sonos gear, reboot the router and power your Sonos gear up one at a time at one minute intervals.