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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.

  • 23,692 Topics
  • 115,543 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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23692 Topics

M
mjnewtonTrending Lyricist I
asked in Troubleshooting

Unexpected sub impact in Ambient music playback mode

From searching I’ve found this mentioned before but unfortunately there were no follow ups so forgive the repeat.I've just picked up a pair of Ikea Symfonisk bookshelf speakers for the rear surrounds and am finding them to be a great complement to my Arc and Sub for watching TV. I have been experimenting with the Music Playback setting (for non-TV listening), and its Ambient and Full options, and having tried both I am definitely leaning towards Ambient as I think I prefer the slightly more localised sound that it allows, and in contrast the Full setting just sounds a bit too much 'everywhere' for my liking.However, I've noticed an unexpected downside - the Ambient setting appears to reduce the sub output slightly for some reason. I first suspected it audibly but it became much more obvious when holding my hand over the sub's output hole where it is easy to actually feel the difference.Why would it do this? The Music Playback option description implies that it only affects the surround

2
M
9 hours ago
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jamiehcContributor I
asked in Troubleshooting

Surround One SLs not appearing in the app when Arc is switched off

Hi, I'm new to the Sonos home theatre but have long had some play 1s. We recently installed the full surround set, moving an old play 1 away and having one of the surrounds in the same area. We are a ‘switch everything off at the wall’ household. I had assumed that it would be possible to turn on one or both One SL and ask it to play music, without needing to turn on and use the full surround sound system. When I turn on a One SL in isolation it never shows up in the app.Is there a way to make them behave standalone when turned on without the Arc? And when turning the Arc on, having them auto join the arc? Thanks,Jamie  

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Corry P
1 day ago
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PoiderContributor I
asked in Troubleshooting

Play 5 & Bridge Issues

Hi Guys, I have a couple of Gen 1, play 5 speakers & the Sonos bridge which was needed when first setting my system up. I run Sonos 1 software as I believe Sonos 2 is for gen 2 & newer systems (happy to be corrected on this) I've changed my modem recently to wifi 6 & now I get an existing system not found error. No matter what I try I can't get my system going again. I have noticed that my bridge doesn't have a light on to indicate it's working, if this is the issue i'm unsure. QUESTION: Should my bridge have an active light? Is there a way I can check to see if my bridge is functioning as it should? Anyone have this problem before? Any help would be appreciated. PS My preference is to get this system back up & running, hoping not to have to go out & start again with new equipment. Thank you.

1
J
1 day ago
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MrmodpsContributor I
asked in Troubleshooting

Roam does not work right 75% of the time

Was given this Roam as a birthday present. Was super difficult to set up- spent hours trying to get it to connect and would make me start the whole installation and connect to devices at least four times. It was very frustrating. Finally got it to work pretty well most of the time. Now, six months later (and very light use) there is a red light flashing and my phone cannot connect to my Sonos Roam. Tried powering it down, uninstalling the app, reinstalling, nothing. I tried letting the battery go dead and recharging it in the hopes It might reset, but it flashes blue at first, makes a pleasant chime sound, then flashes red.  i love the sound of this, but it seems like it is way more trouble than my cheap five year old mini Jambox that still works!  Any suggestions?

1
Ken_Griffiths
1 day ago
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DuguidContributor I
asked in Troubleshooting

All failed but new Play 1

I have 3 old Play1 and 1 new, and a Play 5. All worked this morning, now the only one that can connect to app is the new Play 1. I have turned them all off and on, reset App, and still nothing. I fear this is due to app updating on 14thJune, and concerned all are goosed. Any suggestions?

3
J
1 day ago
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X44davContributor I
asked in Troubleshooting

Help!! Stuck with stereo 2.0

I have a sonos Arc, sub abs 2 sonos one speakers.I have just bought a new LG 77” model.I have the earc hdmi cable.I am only getting stereo 2.0 and I am pulling my hair out.Tried sonos chat but that did not help.it says Dolby vision on Netflix and Disney.     

1
Ken_Griffiths
1 day ago
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KobusPoolContributor I
asked in Troubleshooting

Idagio direct to Sonos, not via Airplay

See image below. From within the Idagio app my Port’s do appear in the “connect to” section of the Idagio app (IOS), but the app does not want to connect to them. In the image “Bar” is one of my Port’s. If I click on it, nothing happens. Seems like it wants to connect, but returns to playing on the Ipad.I can however connect via Airplay, but that is not what I want.I have authorized etc.Any help? 

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ratty
1 day ago
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Gr8fulkanContributor I
asked in Troubleshooting

Amazon Music doesn't recogize all my sonos speakers

I recently decided to try Amazon Music Unlimited over Spotify, but when I try and play music from the amazon app and click the cast button only one of my sonos speakers shows up.  I have 2 One SL a beam and a roam.  In Spotify you can easily choose which speaker to cast to.  Am I missing something.  I have removed my amazon account and then added back to the sonos app and no luck.  It is very frustrating.  I have an android.  I was just unhappy with the sound quality from Spotify so wanted to try Amazon Music.

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ratty
1 day ago
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Darren_JudgeContributor I
asked in Troubleshooting

Music Files Not Available

Diagnostic Submission 1715958179 I recently came across the error ‘Music Files Not Available’ with the sub text:[Network Path] is no longer available. The device where the music files are stored maynot be powered on, or the path may have changed.Go to Settings > System > Music Library > Music Library Setup tocheck the pathI know the path is perfectly fine as I can browse the files via my computer and the files play if I select them via Apple Music. I have rebooted my router, Sonos Controller is up to date, I’ve turned file sharing off and on again, deleted the music library from the settings and added it again, number of tracks <15k.So I have tried all I can think of with no success. 

3
Corry P
6 hours ago
A
Ah_le_XContributor I
asked in Troubleshooting

Sonos Amp - Network stopped working

I have a Sonos Amp (and 3 others Sonos Play, One and Ikea Symphonic) at home. My Sonos Amp suddenly dissapear from the Apps after intermittent WiFi problems.I have tried the ethernet direct connection with the factory reset… still not working. The Sonos support is telling me that I can be eligible for the 30% discount for replacement of a older Sonos Amp… Anyone have a suggestion… I have serious concern about buying the “same” unreliable product… but I believe Sonos knows that I’m stuck since I have multiple products… therefore, there is no repair options…Any suggestion of worth tring options?

1
G
2 days ago
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Ridiculous Usernanr ExperienceContributor I
asked in Troubleshooting

sonos Move

My Sonos Move has stopped working.  It appears on the app as requiring an update, but I get error code 888 and 1002 when I try to update.  The only light that displays is the power light.  I have tried to factory reset, I've held the infinity button for 3 minutes to get some form of response, but nothing.   Even turning it off requires holding the power button for longer than 30 seconds.  When I turn it back on, I get the amber light on the front momentarily.   It's been on the charger cable whole we were away for 3 weeks.  Could it be the battery needs replacing,  and how do I do that.  I've tried everything in the support suggestions. 

2
AjTrek1
2 days ago
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mwolczkoContributor I
asked in Troubleshooting

strange unsupported sample rate error

I just added some tracks to my iTunes library, which is accessed by Sonos. They play fine in iTunes, but Sonos complains for each that it is  “unable to play <track> - it is encoded at unsupported sample rate 24b30464 Hz” (?!). iTunes reports them as being encoded at 44.1kHz. Any ideas?

4
M
1 day ago
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DanhallsContributor I
asked in Troubleshooting

Beam suddenly having Hdmi conflicts with PS4, no changes to set up for years

I’ve seen a few similar threads but haven’t been able to find a recent one or one with a solution that works. I have a Sony TV, PS4 and Sonos Beam and they have worked without any issues for about 5 years. I have not changed a thing in the set up but this week the sound switches from the Beam to the TV and when I try and change it back I get an HMDI conflict message. If I unplug the PS4 hdmi then I can set up the Beam again, but as soon as I plug the PS4 back in it has another conflict. I’ve tried turning everything off and back on, and also changing HDMI leads but neither solve the issue.Does anyone know why this has started happening and have any ideas on how to fix it?

3
D
2 days ago
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art999Contributor I
asked in Troubleshooting

How to disable Direct Control / Streaming services?

I have an old ZP80 system that I use strictly for playing music from a vast catalog of music and podcasts that keep on my NAS.   So it’s all inside my personal network.   I don’t route any streaming or outside services, e.g., Spotify, Apple, Google, etc, through my Sonos system.   No do I have any accounts with those companies.So was surprised the other day when my GF, who has Google and Spotify at her house, but not Sonos, was at my house and was able to play music from Spotify over my Sonos system.   I called Sonos support and they said that Sonos exposes an API called Direct Control to 3rd party services such as Spotify, so all she needs is her Spotify app on her phone to play music through my Sonos system.  How do I disable that feature on Sonos?   I don’t want Spotify to have access to my Sonos system, or to be able to route content through my network or gain marketing information by knowing that content was routed through my network.   I want to keep my Sonos system tightly butto

22
K
3 days ago
A
akracing7Contributor I
asked in Troubleshooting

Sonos Beam Constant Restarts with TCL Roku TV

Hi.I have a Sonos Beam Gen 2 and TCL Series 6 55” Roku TV (55R635) and I have them connected via eARC HDMI cable.I’ve had the Beam for about six months and over the last two months I have to constantly unplug and replug the Beam to get sound going. I’ve tried three different HDMI cables to no avail.I just completely reset everything with a new 8K HDMI cable, unplugged everything and waited ten minutes and reset from scratch. The Beam was found in CEC and everything was fine. Then I plugged in the cable box and xBox and then the Beam drops out of CEC, but the sound still worked. Then after the TV goes into sleep mode and if I want sound when I turn the TV back on, I have to unplug the Beam and then plug it back in and then I have sound.I have a similar TCL Roku TV in another part of the house with a Bose soundbar and have never once touched it after initial setup, so I’m at a loss here.Thanks.

2
A
3 days ago
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pokerloictContributor I
asked in Troubleshooting

PC to TV surround not working

Hi,  I have a beam with 2 Sonos One as surround speaker connected to my tv ( Beam to ARC). I also have a Windows 10 PC connected to the TV with and hdmi cable that I use for gaming and listening Youtube. I play game on the PC using the TV as monitor. In the pc audio setting, I select the TV as the audio outpout. Normally, the game or Youtube sound is surround 5.1. I use this setup for a while now and all was working fine till today. Now, the sound only come out of the Beam (no surround). I guess the issues come from my pc because if I listen TV or Netflix, the surround sound work well. I also know that the speaker are well configured because if I use the 3 piece separatly, they all play the PC sound (at the same time if I use party mode). I made a few search and see that in the PC’s sound setting, in the TV speaker property, I only have the stereo option, no 5.1 sound option, like if the PC was not recognizing the home theater connected to the TV. The device cannot get more than 2 chan

3
Corry P
5 hours ago
bockersjv
bockersjvSenior Virtuoso
asked in Troubleshooting

Sonos Move LH Channel Sound Loss after wake. on S2 14.10

There is still an issue with Move Stereo PairsSpeakers paired and Battery Saver is OFF.1st IssueSpeakers left idle for a few hours off their charging base will shut down as if battery saver mode is on.  They require a power button press to be active again.2nd IssueOnce the speakers start up there is no sound from the left hand channel.  It shows as working in the app but sliding the balance has no effect and it is silent.  No amount of powering on and off will help.Work around temp fixUnpair and repair the speakers resumes normal functioning. The Moves should NOT power down if the Battery Saver mode is off surely? I was busy getting sound back and forgot to do a diagnostic but will do one later if the problem appears again, which it may.In the meantime I will do a hard reset and re-add and pair to my system.

3
bockersjv
2 days ago
E
ElsaMContributor I
asked in Troubleshooting

Sonos Roam has stopped charging

Hoping someone can help (I’ve tried Sonos Support but couldn’t connect through to a live person)… My Sonos Roam has stopped charging entirely. I’ve tried different chargers - the same charger is still powering other devices, so that doesn’t seem to be the issue. I’ve also tried holding down the button at the back, holding down the play/pause button and pushing on the button at the back. It is making no sounds/ no lights etc (I figure because it is out of charge? maybe?). I don’t seem to have anyway to get it to work! Ideas/suggestions would be very welcome! Thanks :-)

3
Airgetlam
4 days ago
J
Juce81Contributor I
asked in Troubleshooting

device names changing when speakers grouped

My issue is I have 13 products. Have had them grouped playing music “everywhere”.  Notice over past 2 days, 2-4 of my sonos moves rename to “guest room”. One of them is guest room, the others are kitchen, gym, living room. The names changing change each time. I fix it, it’s fine for a day, then an issue comes again. 🙏🏾 

2
Airgetlam
4 days ago
S
StirpicusContributor I
asked in Troubleshooting

Sonos Roam / BT Turntable pairing issues

I have a Sonos Roam that I am attempting to connect to a Project Audio BT turntable. The first time I used it, everything worked perfectly. But now whenever I try to enter BT pairing mode it will connect for a second or two before disconnecting again. I can pair the turntable with other speakers successfully, and I can pair other devices with the Roam, but the two no longer play together properly.I have already tried numerous factory resets but to no avail. Anyone run into anything like this before?

3
Airgetlam
4 days ago
L
loobar23Avid Contributor I
asked in Troubleshooting

Panasonic TX-65JZ1500 and Arc Audio Drop

I’ve had a new Panasonic TV for two weeks. Connected to Arc via eARC using certified HDMI cables. The Sonos room comprises the Arc, wired to router, a Sub (wireless) and two wireless play 1s. There is an annoying issue where the audio drops on the Arc for about five to ten seconds intermittently. It happens once per day, though for the first time it happened twice yesterday, within 30 mins of each other. This is mostly when watching live TV. As it is only once per day, it is quite hard to replicate and test on orther sources (apps on TV, NVidia etc.).This issue did not happen on the replaced TV; one of the reasons for the new TV was to utilise eARC.Any ideas? If a Sonos tech is available, the diag is 808361536.

3
Corry P
6 hours ago
D
DustyB13Avid Contributor I
asked in Troubleshooting

Room cutting in and out

For the past 5 or so minutes the Office system has been horribly cutting in and out.  One of the Ones will play for a second or so, then the other.  Then the Sub.  Not once did the Roam cut out.  How is “interference”  only affecting the Office system?  989024897  Frustrating.  It makes it very hard to demo a system to a potential client when the system does not work.

2
Corry P
3 days ago
A
A852353Contributor I
asked in Troubleshooting

Issue with Symfonisk and Homepod using Airplay 2

Hi everyone, We are currently experiencing an issue when airplaying from HomePod to Symfonisk, which makes us think that the Symfonisk speakers do not have the Airplay 2 functionality implemented correctly. Room Setup: R1: HomePod R2: SymfoniskR3: Homepod + Symfonisk If we Airplay Apple Music on the HomePod (R3) to all of the speakers, then it says in the Sonos app within Now Playing that we’re playing music on all of the Symfonisk speakers and the music is playing properly. However, if we then stop the music and start airplaying another song from HomePod (R1) to Symfonisk (R2), then the music will not be playing on Symfonisk (R2) and inside the Sonos app both of the Symfonisk speakers now still show as grouped and playing the content that was originally started in R3.  It’s like Symfonisk (R2) do not know that it’s not part of the initial music group anymore. Anyone who know how to fix this issue?  Please note that we already tried resetting all of the speakers, local network, Sonos a

5
J
5 days ago
M
mkanatContributor I
asked in Troubleshooting

Sonos volume goes up to max, Spotify iOS

Very often, my Sonos will turn its volume up to 100 by itself. Even if I turn it down, it ramps up to 100 over and over. I am using the Spotify integration on iOS. However, I’m changing the volume using the Sonos app directly.My phone volume is NOT at 100.Also, after it turns itself up to 100, if I pause it, it usually insists on starting to play again. I have to pause it two or three times total.I saw a thread that this was fixed on Android years ago, but it keeps happening on iOS.It’s not just an inconvenience—I’m listening to music with my one-year-old baby and it terrifies him to the point that he screams and cries. One time he was so close to the speaker when it happened, I was worried it would cause him hearing damage.

4
Airgetlam
3 days ago
P
P2llsContributor I
asked in Troubleshooting

Sonos Play5 Gen1 -a buzzing or squealing noise coming from the unit

Hi, I have a Sonos Play5 Gen1 - when plugged up to power there is a buzzing or squealing noise coming from the unit. It has been doing it for a few years, but since I first heard it I keep it powered off and it’s not been used. Its twin sister misses it and wants it back and to be paired up again.  what is causing this?is there a genuine fix without cost or replacement? Thanks in advance. 

1
G
6 days ago

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