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Get help and assistance with your Sonos system

Having trouble with your Sonos system in any way? Ask your questions here, and receive answers from other Sonos owners. The more detail you can provide, the better.

20785 Topics

K
KlismithContributor I
asked in Components and Architectural

Can only connect to Sonos when phone connects to wireless extender

I have CenturyLink provided router and internet service.  I have a NetGear router in a different area of my house that is wired to the CenturyLink router.  I am using the NetGear as a wifi extender and have a few devices wired into the NetGear.   I wired the Boost into the NetGear because that physical location is helping the Sonos system work with a Connect that was too far from the CenturyLink router and had previously been consistently cutting out.  With the Boost in this location, all my Sonos devices are working well, no connectivity issues.  The issue I am having is that the Sonos app will only work if my smart device is connected to the NetGear 2.4 or 5.0 wifi option.  If my smart device connects to the CenturyLink 2.4 or 5.0 wifi option, the Sonos app won’t see my system.  Will I always have this issue whether my Boost is wired to the NetGear router or the CenturyLink router?  If I connected the boost to the CenturyLink router, then anytime my smart device automatically connect

1
ratty
3 years ago
K
kastlanContributor I
asked in Components and Architectural

Unable to play from Mixcloud.

Hi!Lately, I have been having an increasing amount of connection issues with Mixcloud. The error message I get most frequently is:> Unable to play ‘...' - unable to connect to Mixcloud.It just goes through the queue and skips everything that is from Mixcloud. Or it may start for a brief moment to be unexpectedly interrupted.I have submitted a diagnostic under the number `1543128233`.I get it with both a Sonos One SL and a Beam. Spotify plays fine. 

10
Paul A
3 years ago
E
EdwardKitContributor I
asked in Components and Architectural

Playbase WIFI doesn’t work

I set up playbase, sub and two play:1 - all was good. Then the playbase stopped working. I did everything I could including factory reset. It only works with an Ethernet cable and won’t work over WiFi. That would be ok except the two surround sound speakers cut out every second and is totally unusable. Support Diagnostics number 2133572758

3
Paul A
3 years ago
B
Bao leContributor I
asked in Components and Architectural

sub not working

I buy i sub and it work very good , 1 day ago i dont see the light in the sub and it not work ( it already plug in )

10
H
3 years ago
J
JoeRendawgContributor I
asked in Components and Architectural

All the sudden no sound, Any ideas?

All the sudden no sound I have 2 play bars attached are two separate TVs. One in the basement and one upstairs. Last night all of the sudden no sound would come out of The upstairs television/play bar. I then went to the basement to check my other set up and the same thing is happening. The upstairs television/play bar. I then went to the basement to check my other set up and the same thing is happening. I checked my Wi-Fi and everything is good with it. Any ideas?

1
Paul A
3 years ago
J
jeancamileContributor I
asked in Portable speakers

Sonos Move doesn't charge anymore

Hi, I can't charge my sonos move anymore. I tried with the charging base, the orange led lights up, goes out and then, nothing. I also  tried to charge it with the USB-C charger and it was unsuccessful too (no light at all). I only charged it a few times so the battery doesn't need to be changed yet up to me. As it is out of charge, I also can't reset it. Anyone can help? Thank you so much in advance! 

5
Paul A
3 years ago
R
Robert_164Avid Contributor I
asked in Portable speakers

Can't get Sonos MOVE out of Bluetooth mode to get back on WiFi

Just got a new MOVE. It worked right away with my current WIFI nework, and with my other Sonos speakers. Then I tested it on bluetooth, and that also worked fine. However, after that, I can not get it to switch back to my WIFI network from bluetooth. It’s stuck in bluetooth! Can’t get it back on WIFI by  pressing the join button as instructed.  Can anyone help me  switch back to my wifi and Sonos system?

5
Paul A
3 years ago
M
mike.garnhamContributor I
asked in Components and Architectural

Problems with Sonos One's

Good morning, I have been having loads of problems with my Sonos One’s losing connectivity. I have done everything I can think of and also taken advice here. Today I removed (older), Play One’s from my surround system (paired with a Beam), and installed the One’s in my TV room. They will make a stereo pair but I cannot create a surround. I  get an error message on the App saying they are not compatible products. The One’s are 18 months old with latest software. The Play One’s are older. WTF is happening to my system? It has been brilliant for 16 months and a nightmare for 2 months. Advice please. TIA.

1
Airgetlam
3 years ago
G
gozzy#1Contributor I
asked in Controllers and Music services

Sonos Radio account - reauthorized?

I can’t search for radio stations currently.The Sonos app says my Sonos Radio account needs to be reauthorized. When I click on Reauthorize it comes up with an error msg saying ‘Unable to reauthorize Sonos Radio account’.ive deleted and reinstalled the Sonos app but that hasn’t worked. Both my App and speaker are up to date. I’ve had this problem since yesterday morning. Ive sent Sonos x2 msgs via Twitter regarding this but I haven’t had a response yet. Poor level of support so far! Can anyone help? Very frustrating! 

2
G
3 years ago
M
MikeSeattleContributor I
asked in Components and Architectural

Constant LOW HUM

HAVE NOISE/HUM from SONOS.  I switched to a McIntosh C39 pre amp and now I get a hum whenever I switch the input to SONOS. All components are plugged into an APC Power Conditioner with battery backup, so it's not likely dirty power or ground loop. I've tried swapping cables, tried running through different inputs, updated SONOS software/app.  The noise is a low hum that sounds like digital interference. It's constant when Sonos selected whether playing music or no music playing.  ANY IDEAS HOW TO FIX?

1
controlav
3 years ago
L
LeokContributor I
asked in Components and Architectural

Phone loses speakers.

Hi Bit of an odd one:My iPhone’s Sonos app can’t see my speakers. But they still work fine with the app on my wife’s iphone as well as an Amazo Echo Dot. I tried deleting and reinstalling the app on my phone but it now says it can’t detect a Sonos system.  Tried turning Wi-fi on and off and restarting the pho e too.  it did this once before and took a couple of days to resolve after which it worked fine for a while. But it’s very frustrating! Both times with the new gold app. 

2
L
3 years ago
T
tbahnerContributor I
asked in Components and Architectural

Blue checked box vs white checked box

Same question as found in a post over 1 year ago, yet no replies and over 143 views. Can anyone provide an answer? (hello, Sonos support?). I’ve searched forums and have not found similar issues, questions, etc.In the Sonos app (Mac desktop), under 'Group Rooms' and 'Select rooms to group', what is the difference between a groups box that has a white checkmark with a blue fill background and a black checkmark with a white fill background? Upon initial selection, all boxes have white checkmark on blue box. At some point, the boxes on select groups (typically the same groups of speakers) will change to black checkmarks in white boxes. Frequently, but not always, the speakers in the group with the black checkmark in white boxes will no longer play.

1
controlav
3 years ago
E
EduaroContributor I
asked in Components and Architectural

speaker not turning on

I have a Sonos 5 first generation and all of a sudden it went dead. The white light does not turn on. I tried some of the tips from the internet but nothing happens. Does anyone knows how or where to fix this in Europe?

1
controlav
3 years ago
C
camillo777Headliner I
asked in Controllers and Music services

Sonos Radio: Cocktail Hour

Cocktail hour states: lounge & electronic music… Who is making this channel? Current music is not lounge or electronic music, but old jazz....

3
controlav
3 years ago
S
SRH1Contributor I
posted in Components and Architectural

Sonos one dropping from app

My Sonos has taken to dropping off the system - the useless support page tells me to connect through Ethernet (which is awkward) so I do that, and it recognises the speaker until I stop using Sonos.  Next time I open Sonos, the speaker has gone again.  Wifi is strong, Playbar and Connect are working.  What’s going on?!Also what has happened to Sonos support - used to be able to email them - now it’s just Monday to Friday - not very tech support.. 

4
S
3 years ago
B
badobsession81Contributor II
asked in Components and Architectural

Alarm snooze not working most of the time - cant connect to product.

I’ve setup the alarm and it seems to work - music starts playing in the correct room at the correct time.  I get the alert notification on my iPhone that should allow me to snooze. However, I just get a “Can’t connect to product” error when I try to use snooze.    Any ideas? Is this a known bug? thanks!

2
B
3 years ago
B
badobsession81Contributor II
asked in Components and Architectural

Sonos alarm - snooze alert function doesnt work - can’t connect to product

Hi all I found an old closed thread about this. Has there been an update about the snooze iOS alerts not working when you try to select the snooze option? I keep getting “can’t connect to product” errors.    Has this been acknowledged as a known defect/issue? Are there any known workarounds as it’s unusable at present. Thanks Bob    

3
B
3 years ago
R
roger corkeContributor II
asked in Controllers and Music services

Music files not available message since S1

Since being forced to move over to S1 I get an error message every morning, saying that my music files are not available. Theyt are - I can still play music from my library. But how do I get rid of this annoying message?

2
R
3 years ago
P
PHAAA29Contributor I
asked in Components and Architectural

my sonos app can’t find my sonos speakers

Hi my Sonos app vant find my Sonos speakers. I assume it is an IOS 14 issue, as the rest of the household using earlier IOS/Android have no problem. It keeps telling me I have to give it access to my lokal network in the privacy settings. But I have given access! I have also restarted the app and I have restarted my router. What to do? 

2
P
3 years ago
N
NshiltonContributor I
posted in Components and Architectural

Updated Sonos system today and now Sonos radio isn't working

SONOS showed that my system needed an update. So today I ran this. Since this update I cannot play any radio stations at all. 

4
Smilja
3 years ago
R
rdwinallContributor I
asked in Home theater

Sonos Arc / Arcana / Apple TV question

I’ve got a question about the audio output from my Sonos Arc.  Currently, I have my Apple TV 4K connected to a HD Fury Arcana, which in turn is connected to my Sonos Arc for audio output and Vizio P75-F1 for video output.  Ever since I hooked up the Arcana back in September, I’ve been able to experience audio outputs from the Apple TV 4K ranging from Dolby Atmos to Dolby Digital 5.1 to Stereo 2.0, as confirmed in the About My System section of the Sonos app.  However, tonight I noticed in the Sonos app that Dolby Digital 5.1 is now listed as Multichannel PCM 5.1 and Stereo 2.0 is listed as Stereo PCM 2.0.  Does anyone know what might’ve changed in my A/V setup? I’m assuming one of these components had a recent software update which lead to these differences. More importantly, can someone clarify for me if Dolby Digital 5.1 and Multichannel PCM 5.1 are the same audio output? Sonos OS: S2 Sonos Arc: version 12.2Apple TV 4K: tvOS 14.2

1
E
3 years ago
C
cpw1976Contributor I
posted in Home theater

Sonos Arc volume levels different across TV and streaming services

Hi,I have recently purchased a Sonos Arc and Sub (Gen 3).  I notice that the volume level is significantly different between services (TV, Netflix, Youtube).  For example:When watching TV, I need to have the volume very high (60% - 70%) to hear it well.  the volume level through on the native TV is much louder than through the Arc.  When I turn on the TV the volume jumps up to a good level for a second then drops to the level that I’m talking about.  It’s like it tried to set at the right level then something happens.When watching Netflix, the volume level still need to be Approx 50% but is louder than the TVWhen watching YouTube, volume is very loud (what I expect) and only need to have it at 10% - 20%.  No need to have it anywhere near half as it fills the room.  This is the kind of performance I’m expecting with the new Arc and comparable to my old Bose soundbar which was consistently loud and high quality across all services.I am connected via eARC from a new, 2020 LG OLED 65inch C

1
Rowena B.
3 years ago
C
chriscroft87Contributor I
asked in Controllers and Music services

Can't search Spotify

Sometimes when I type into the search box nothing happens.  Other times you immediately get a bar with Artists / Albums / Songs etc on it = great!  But why does it sometimes not work??   And when it’s not working I can still see all the Spotify playlists etc, just no search function, which is what I use most!

1
Rowena B.
3 years ago
M
MichaelAJContributor I
asked in Controllers and Music services

Some Sirius XM channels will not stream

Ran into an interesting issue the other day. About 80 per cent of their holiday channels will stream on Sonos  the other 20 percent say they are not available when attempting to stream for SonosYet they all work if I stream to my IPhone or Web clients has anyone encountered a similar issue?        

1
Rowena B.
3 years ago
R
Rfed0213Contributor I
asked in Home theater

Sonos Arc - Switching back to TV Audio In - a few seconds after playing music from app

When I play audio on the sonos arc through the app, or ask Alexa to play a song, it plays through the arc for a few seconds and then switches back to the TV Audio In status in the app.  My TV is off, so TV sound is not actually coming through the Sonos. Set upI am using Xfinity X1 box, which is connected to an HD Furry Arcana eArc adapter, which then connects to both the TV and the Sonos.  Wondering if this is my issue? Any ideas? 

1
Rowena B.
3 years ago
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