Troubleshooting

Having trouble with your Sonos system in any way? Ask your questions here. The more detail you can provide, the better.

13,582 Topics
66,756 Replies

hennning Contributor I

Amazon Prime Service not anymore available in SONOS

Answered

Hi. I have been using Amazon Prime for one year now. Today it stopped working. All playlists and radion stations are "grey". In the list of services there are allo others - Deezer, Audible - but no Amazon. In the Amazon Music app I can select music on play on sonos. What happenend?

NivG Contributor I

Some speakers keep cutting out

Question

Hi, I have a Sonos system with 8 devices: 2 play:1s 2 playbars 3 Connect:Amp 1 Connect The sonos system keeps going in and out and its quite random, I've tried moving to a wired system setup but still doesn't work. I have great wireless reception throughout the house (~ 1500 sqft) and also have a...

sali2324 Contributor I

SONOS SUB WOOFER CANT PAIR WITH SONOS BEAM

Question

i have tried many methods to pair my sub with my beam and i can;'t get it to work. i have unpaired my entire system and repaired. i have setup an entirely new room AFTER deleting the previous room which the system was attached to. The beam is working and playing but the woofer won't work. when i go...

Panclocks Contributor I

Room that doesn't exist showing up in app

Question

Hey all - maybe you can help. I recently set up a Play:1 in our baby room and named it "Nursery." We ended up unplugging it and setting up an Echo as a test...which we hated, so I plugged it back in and figured it would be fine. It didn't show up in the app at all, so I went through the Add A Speake...

Espen Olafsen Contributor I

Trouble using sub output

Question

I have a new sonos amp. Its connected to my tv through hdmi arc. I use it with four b&w ceiling speakers. I want to connect my sub via the sub output, but cant get it working. The sub worked on my old reiciver. I see that the sub output dont work when in a sourround setup, but i have not d...

jmarx Contributor I

Turn table + preamp + Sonos Connect

Question

Hi All, Novice audio person here. Love my Sonos system. Recently purchased a Turntable that is connected to a preamp and powered speakers. Want to connect this to our sonos system. I have been reading through other similar posts and I want to make sure I understand correctly. I can connect a So...

mrwyatt2 Contributor I

Amp not connecting

Question

I have 3 Amps and trying to connect a 4th to no avail. The connection process times out and I tried the alternative set up by plugging directly into router. Still nothing

pedz37 Contributor I

Sonos and Tidal

Question

Hi All, Long time listener, first time caller. So, I have a Play1 and I've been using Spotify for ages with it. I've been looking at changing to Tidal and streaming that through my Play1 and my chromecast audio connected to my hifi. Now, I've got a Tidal Premium trial which I'm trying at the m...

Igro Contributor III

Sonos stops playing from Android library. Never was the case before

Question

Hi. There was a longstanding problem with Ipnones that couldn't handle playing directly from a phone library. Tunes skip and Sonos explained this by some bla bla bla nonsense giving some useless tips which never worked anyway. Android was never affected by this. Then suddenly Android couldn't play a...

seanmwhite Contributor I

LG 55SM9000PUA TV - cant just use tv sound

Question

I got a new LG 55SM9000PUA tv. I set-up my Beam using the HDMI ARC. I can get beam audio running perfectly fine. I cannot figure out how to revert back to just the TV's audio. When I goto sound settings, I can select - internal/tv audio or TV speakers + HDMI ARC and it works momentarily for both,...

yokeko Contributor I

listening to playlists on iphone

Question

I have tried many self-help tips online, but my Sonos controller app still doesn’t recognize my phone so I cannot listen to my playlists. Appreciate tips on how to sort this out!

Niels E Contributor I

Sub and surround speakers randomlt cut out

Question

Hello. I recently purchased a Sonos Beam to gl along with my two Play:1’s and my Sub. After setting everything up in a surround setup, I’ve experienced random cutouts from both the sub and the Play:1’s. I’ve read on multiple articles that 5GHz interference might be the reason, but even with all 5GHz...

Buster77 Contributor I

Askey router / Swisscom

Question

I have two Sonos Play 1 speakers which worked perfectly and through WiFi in London. I’ve since moved to Switzerland and they are all over the place. One In particular basically doesn’t play and then decides it wants to five minutes later. You then can’t stop it or turn it down. It’s completely unres...

Briansf Contributor I

TV Shut off but sound still playing

I have Xfinity, and a Sony TV. When i turn the tv off via the tv remote, the Sonos Playbar continues to play with the tv being off. Any ideas what's going on?

abratz Contributor I

play 5 not connecting over wifi

Question

When I connect my play 5 directly to the router it works and immediately when I unplug the Ethernet cord it stops working and looses WiFi connection. Can you help get this working again?

RafiqM Contributor I

10.3 update not working

Question

Hi I am trying to update my playbar and beam with the 10.3 update, but it seems to be stuck on the first step. I’ve tried resetting my router, unplugging the playbar/beam but nothing seems to work. I can confirm my network connection is strong and further prove by the fact that my Sonos Ones are w...

theOtter8044 Contributor I

sonos wont connect via wifi

Question

Hi all, my sonos has been sat in my kitchen for the last 6 months and not moved an inch! The whole time it’s sat there I’ve had no issues with the wig connection or anything else to date! As of Tuesday my sonos won’t connect to the WiFi! I’ve tried all the usual things like turn on/off the sonos, W...

super56r Contributor I

Play:5 gen 2 won’t separate stereo pair

Question

Hi all, I have 2 x Play:5 gen 2’s that I had previously used in stereo pair in the Kitchen. I can’t remember if I unpaired them properly, but I have separated them to new rooms but at least one of them keeps returning itself to the Kitchen. I have hard reset both speakers repeatedly, but the proble...

airam Contributor I

Connect itunes

Question

I have a feeling there is no solution for my problem, however here goes. Running a laptop Mac 10.9.5 but cannot play my music library through my Sonos System using my ipad, keep getting error message access denied.

JTW10 Contributor I

Play:5 Gen 2 no longer connects wirelessly

Question

Over the past few weeks my play:5 has dropped from my paired speakers within the sonos app (I also have a beam and two Ones and have seen no issues with any of those). The first few times, I was able to power cycle the speaker and bring it back, but most recently cannot do anything to reconnect. Whe...

devante Contributor I

Beam turns TV off randomly

Question

I just got the beam yesterday and its turned off the tv randomly like 6 times already, I turned tv auto play off and it still turns the tv off. Why?

marc3oh Contributor III

sonos amp no light

Question

Hi I rebooted my WiFi and sonos amp light will not light. interestingly it is driving two architectural speakers which are working fine as is the volume control. any idea why the light isn’t on?

EddyO Lyricist I

Speaker group disappeared from iphone app

Question

My speaker group 'breakfast room' has disappeared from my iPhone app and I can only play on the 'kitchen'. My wife's iPhone still can play the 'breakfast room ' group, but she has lost 'kitchen' 'breakfast room' = 2 x sonos one and a sub 'kitchen' = 1 x sonos one. Syste...

Jeff52761 Contributor I

Speaker crackle

Question

Bought a house. Built in speakers throughout. Got a connect today. RCAs used for connection. Noticable crackling in the background over all the built in speakers. Same issue streaming with Amazon music or Pandora. No crackling over my beam or ones. Any ideas? Thanks Diagnostic # 560098860

odd_flow3r Contributor I

Sonos app won’t work on Iphone

Question

I recently bought a Sonos One and the Sonos app worked fine until today. I was trying to use google assistant and all of a sudden, the app doesn’t work. I sent a diagnostic and the number is 756647956.

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