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Sonos troubleshooting & how-to guide

Sonos troubleshooting & how-to guide

Enhanced sound when watching movies or playing video games is always a plus. And for this, you need a top-notch speaker that can connect to various smart devices in multiple ways. And what way to do that than by using a Sonos speaker. However, there comes a time that your Sonos speaker starts malfunctions forcing you to try and figure out what the problem is and how to solve it.

This guide will help you learn how to troubleshoot various Sonos problems and how to use your Sonos speaker more conveniently.

How do I reset my Sonos system?

Start by unplugging the Sonos speaker from the outlet and leaving it like that for a few minutes to let the supply drain from the speaker’s memory. This enables the speaker to load fresh code into the memory, thus resetting the old settings.

To factory reset your Play:1, Play:3, Play:5 (gen 1), Connect, Connect: Amp or Playbar;

Then hold down the Play/Pause button while plugging the speaker back into the outlet. Press down the button for at least five seconds or until it starts flashing amber and white. When the reset process is complete, the LED light will flash green.

To factory reset your Sonos One, Play:5 (gen 2), Boost, Bridge, Sub, Playbase, Amp, or Beam:

Then hold down the Connect button while plugging the speaker back into the outlet. Press down the button for at least five seconds or until it starts flashing amber and white. When the reset process is complete, the LED light will flash green.

Why are some of my Sonos speakers not working?

Your Sonos speaker may fail to work due to a power connection issue, faulty wiring, or speaker settings and features.

Speaker settings

Check to see if the speaker is connected to Wi-Fi. Then check to see if the speaker settings have been tampered with or changed and return them to your usual settings. Finally, check to see if the speaker is muted, as this may cause it to appear like it is not working.

Power supply

First, check to see if the speaker is plugged in, then turn it on again. If this does not work, check to see if the outlet is working. You can do this by checking if all circuits have been turned on. Then test the power outlet using a volt-meter.

Safety features

Another reason your speaker is not turning on could be because it has overheated. Sonos speakers have a built-in safety feature that allows them to turn off when they overheat. If this is the case, wain for at least thirty minutes until the speaker has cooled down before turning it on again.

Damaged parts

Finally, check to see if the power cord or any other part of the speaker is damaged. Then fix as needed. You may want to hire a professional to fix the speaker, as fiddling with it may void the warranty.

How do I run a diagnostic on Sonos?

The diagnostics report helps the Sonos support team to figure out what is wrong with your Sonos product. For iOS or Android users, got to Settings>Support (Help and Tips for S1 controller)>Submit Diagnostics. For Mac and PC>Help>Submit Diagnostics.

How to connect Sonos to Wi-Fi?

You have to follow a different set of steps depending on whether you connect your Sonos to Wi-Fi wirelessly or via Ethernet. The methods discussed below apply to a new Wi-Fi connection for a new device or connection to a new router. Here are the steps to follow for each connection type;

Wireless connection

Ensure your smart device used to control your Sonos speaker (i.e., your Sonos controller) is connected to the Wi-Fi network. Then use an Ethernet cable to connect your Sonos to the Wi-Fi router. Next, open the Sonos app and select Settings > System > Network > Wireless Set Up. This will guide you through the necessary steps.

Once you enter the Wi-Fi password, you will see a message saying your Sonos player is now set up on the new Wi-Fi network. Finally, unplug the Ethernet cable and use your Sonos exactly how you used it before.

Wired connection

Connect the Sonos device to your router via the Ethernet cable. Then make sure the player is unplugged and reconnect the power cord to reset the device’s memory. Repeat this process for every player in your house. Once each speaker has a solid white light, they will appear on the Sonos App and can be used as usual.

Sonos is not working after an update.

If you update your Sonos software and are unable to use the system after the update, you can try and troubleshoot several reasons why the update stalled, failed, or cause the system to stop working. Here are some methods to resolve a malfunctioning system after a software update.

First things first, you must install the app on your smart device. Restart the speaker by unplugging the power cord and waiting at least thirty seconds to reset the memory. Then plug the power cable back into your Sonos device.

Wait for up to two minutes for it to boot up and connect to the network. Once your speaker is connected to the network, the light on your Sonos device’s top should light up a solid white color. If this does not work, uninstall the Sonos app and reinstall it on your Sonos controller device.

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Ensure you install the correct OS software for your device. You will need to re-add your speakers after the software reinstallation. Then try to update the software once more after the reinstallation.

For android devices, click on More>Settings>Online Updates. Then update the software. For Mac OS, go to the Sonos menu, then click on Manage menu> Check for updates. If the system does not work after this, contact Sonos support.

Sonos LED Lights meaning

Status Light

Light StatusMeaning
OffSonos product is not receiving power. Ensure the power cable is fully inserted into the speaker and a working outlet, and then recheck the Sonos app. Sonos product is functioning correctly, and the light is disabled. From the Settings tab, tap System and select your product’s room name. Locate Status Light to enable or disable the LED. The LED will be turned off by default on Sonos Arc.
Solid WhiteSonos product is powered up and functioning correctly.
Flashing WhiteSonos product is booting up after being plugged into power.   Sonos product is waiting to receive an IP address from the router.
Solid GreenSonos product is muted. Use the Sonos app or volume buttons on the product to increase volume.
Flashing GreenSonos product is powered on and ready to be set up.
Solid OrangeSonos product is powered on and was unable to complete setup. Reboot your Sonos product. Sonos product is overheating. Turn off your Sonos product and allow it to cool down before attempting to power it back on. If the light remains solid orange, contact Sonos Customer Care.
Flashing Orange & OffSonos product is establishing a connection during setup.   Sonos product is unable to start playback. (5x rapid flashes) Open the Sonos app and confirm that music is in the queue.
Flashing Orange & WhiteSonos product is updating. Sonos product is being reset to its factory settings.
Flashing RedYou did not set up the Sonos product within 30 minutes of powering it on. Reboot your Sonos product and attempt to set up the product again.
Flashing Red & WhiteSonos product failed to update. Reboot your Sonos product and attempt to update the product again. If the issue continues, contact Sonos Customer Care.
Solid BlueSonos Move has connected with a device in Bluetooth mode. If Move disconnects from a device, the light will remain solid blue.
Flashing BlueSonos Move is in pairing mode and available to connect with a device via Bluetooth. To enable pairing mode, press and hold the Move’s Bluetooth/Wi-Fi mode button.

Microphone Light

OffThe microphone is disabled. Voice assistants and Auto Trueplay are unavailable.
Solid WhiteThe microphone is enabled.

Battery Light (portable products only)

Solid AmberSonos product is charging. The LED will remain amber for about 10 seconds and then turn off. Your product will continue charging.
Flashing AmberSonos product has a low battery (<15%).
Flashing RedSonos product is experiencing a fault condition. Contact Sonos Support.

Roam Wireless Charger Light

Flashing AmberThe wireless charger is experiencing a fault condition. Contact Sonos Support.

Sonos troubleshoot no sound.

In some instances, your Sonos product may fail to produce sound despite showing on the app that music is streaming. To troubleshoot the issue, you will need to determine whether the lack of sound output depends on the Sonos product settings’ connection method. Here are some possible causes and fixes.

No audio from any source while connected with an optical cable

Check the optical cable and ensure it is firmly attached at both ends. Make sure the cap is removed before connecting the cable to your TV or your speaker. Then set the TV to output audio over optical audio. And check your TV’s audio settings to make sure it’s set to output audio through the optical port.

 No audio when playing Blu-ray discs

Change the audio format as some audio formats may not be supported by your Sonos speakers. Additionally, some modern game consoles refer to your product manual for specific instructions and settings.

No audio when streaming from a video streaming service

Adjust the device’s audio format as some streaming websites such as Netflix may not be supported by your Sonos product. Change your device’s audio output to a supported audio format. You can refer to your manual for specific instructions.

Sonos is not working after the Apple update.

Check to see if the IOS device is connected to the internet. Then check to see if your router is working correctly. If the router is not connecting, try resetting it by unplugging it and plugging it back in. Alternatively, you can connect your speaker to the Wi-Fi router using an Ethernet cable to see if it will connect to the app.

Also, check to see if the speaker is receiving power, as this will also prevent it from being detectable on the app. Press the Play/Pause button, and it will blink if it is receiving power. If it does not flash, check to see if the power cord is connected correctly.

Software malfunction

Alternatively, your Sonos speaker may freeze or lag, causing the system not to connect. To remedy this, reset the device by turning it off and then back on after a minute. If all the options above do not help, reinstall the app and then update it.

Then proceed to add the devices and check to see if the app will connect to the system. You should also reset the speakers to see if they will connect to the newly updated software. If this does not work, then contact the Sonos support center for assistance.

Sonos App unable to connect to Sonos system

The first thing you should do is click on the “Unable to connect to Sonos” message and follow the in-app system to connect to the system. for the S2 app, you can also tap on the “Unable to find your Sonos system” message in the Settings tab. Then follow the steps below to reconnect the Sonos system.

If this does not work, the fixes listed below should enable you to connect the app to your Sonos system.

  • Check if your Sonos system is connected correctly and plug it in if the system is not plugged in. The system will display a solid white light when powered up.
  • Reset the Wi-Fi connection by unplugging the router and plugging it back in after a few seconds. Also, check to see if your app is connecting to your Wi-Fi network.
  • Then check to see if your app and Sonos product is connected to the same Wi-Fi network. Access to different Wi-Fi networks may hamper the connection of the Sonos controller to the system.
  • Ensure your apps has a password change if you change your Wi-Fi password. Also, ensure the internet settings on your phone allow connection to Sonos speakers.
  • Turn off your VPN connection on your mobile phone or Sonos controller as this may be hindering your Sonos app from connecting to your Sonos product.
  • If your system is connected via Ethernet cable, check to see if the cable is plugged in properly. If it is still not connecting, the cable might be faulty. Replace it with a new one.

Note: If your smartphone uses iOS 14, you must select new app permission for the Sonos app to connect to your system. Go to your iOS device’s Settings app>Privacy > Local Network, then Enable access for Sonos.

Sonos system is missing when opening the Sonos app

If the Sonos product is not appearing on the app, it could be because it is not powered up or Wi-Fi connectivity has a problem. Check to see which of the two reasons is the culprit and amend as needed.

After ensuring the system is plugged into the power outlet, press the Play/Pause button and seeing if it lights up. It should emit a solid white light when it is powered up.

Sonos system reset

If this does not work, reset the Sonos product and wait to see the LED light color. A white flashing light indicates the device is good to go. If it flashes green, you will need to add it onto the Sonos app.

Tips to help Sonos products remain visible in the app

  • Move the Sonos product closer to the router

Move the speaker closer to the router for a stronger Wi-Fi connection. For wires systems, move the speakers closer to each other.

  • Clear up any wireless interference

Move other electronic devices away from the Sonos device to avoid network interference. You can also change wireless channels for interference reduction.

Note: Portable Sonos products such as Sonos Move and Sonos Roam may not appear on your app when they are offline. Sonos Move will appear as “Offline” in the Sonos app if it is in Bluetooth mode, off or asleep, or when it is out of range of the Wi-Fi network.

Sonos Roam will appear as “Offline” in the Sonos app when it is turned off, asleep, or out of range of the Wi-Fi network. Ensure your Sonos Move or Roam is powered on, charges, or connected to Wi-Fi when trying to access it on your app.