If a problem occurs, you can try the solutions listed in the troubleshooting section. If you are unable to remedy the problem, please contact the Sonos Customer Support team and we’ll be happy to help.
Visit our Web site at www.sonos.com/support.
There you can visit our Forums, browse our Frequently Asked Questions (FAQ) pages, or request assistance.
Text-Chat and Phone: www.sonos.com/support/contact
After you upgrade from Windows XP to Windows Vista, you may experience problems playing the music stored on the recently updated computer. To ensure uninterrupted play, you'll need to re-add the music folders stored on that computer to your Sonos system.
Using your Sonos Controller for Mac or PC:
From the Music menu, select Set Up Music Library.
Select the music folder(s) stored on this computer, and click Remove.
Next, re-add the share by selecting Add a Share.
Select Add music stored on this computer and click Next.
Select the music folder you just removed, and click Next.
A network or firewall issue may be preventing the Sonos component that is connected to your router from joining your Sonos system. You can try the steps below to resolve this issue.
(If this is a wireless ZonePlayer, you can try moving the ZonePlayers closer together, or wire the ZonePlayer temporarily to see if the problem is related to wireless interference.)
If you are still experiencing problems, please contact the Sonos Customer Service Center.
Firewall software installed on the computer may be blocking the ports that Sonos uses to operate. First disable all your firewalls and try to connect again. Click Firewall Information (Macintosh) or Firewall Information (PC) for help with this step. If this resolves the problem, you should configure your firewall to work with the Sonos Controller for Mac or PC software. If this does not resolve the problem, try step 2 below.
You can bypass your router’s switch to determine whether there are any router configuration issues by connecting Sonos as shown below (note that the ZonePlayer and the computer still have Internet access in this configuration):
Be sure that your cable/DSL modem is connected to the router’s WAN (Internet) port.
Temporarily remove any other components that are wired to your network.
Connect an Ethernet cable from the computer directly to the back of the ZonePlayer (or ZoneBridge), and then connect another Ethernet cable from the ZonePlayer directly to one of the LAN ports on your router.
When you make a change to your network configuration, you may need to power cycle the ZonePlayer by unplugging the power cord, and then plugging it back in.
If you are not using a router, see http://faq.sonos.com/norouter.
Check the link/activity lights on both the router and the Sonos component. The link lights should be lit solid, and the activity lights should be blinking.
If the link lights are not lit, try connecting to a different port.
If the link lights still do not light, try connecting a different Ethernet cable.
Disconnect the Ethernet cable from the back of the Sonos component that is wired to your router.
Unplug the ZonePlayer's power cord and then plug it back in.
When the status indicator light on the front of the ZonePlayer stops blinking white, try adding your Controller again.
If this works, your router's DHCP server may have run out of available IP addresses to assign to the Controller. In most cases you can log into your router by typing http://192.168.1.1 into your browser’s address line (the IP address of your router may be different). Check the DHCP settings and increase the number of IP addresses available in the DHCP scope.
If your Controller still doesn’t recognize the ZonePlayer after completing this step, you can try step 2 below.
Some 2.4GHz cordless telephones can cause wireless interference. If turning off your 2.4GHz cordless phone resolves the problem, you should consider switching to a 5.8Ghz or 900Mhz phone (or change the wireless channel your Sonos system is operating on - see the instructions below).
Sonos cannot function properly when a router is operating in turbo mode. In order to double the speed from 54 Mbps to 108 Mbps, the router goes into a wide bandwidth mode which utilizes most of the 2.4 GHz spectrum that the FCC has set aside for 802.11b/g devices. This means that interference (RF noise) will occur with any other 2.4 GHz device that is not operating on the same channel as the 108 Mbps device (usually channel 6). While it is possible to put all of your wireless devices on channel 6, it is unwise. The devices will have to compete for available bandwidth, and your entire wireless network will become sluggish.
Using the Sonos Controller for PC: From the File menu, select Preferences. Click the Advanced tab, and select another wireless channel from the Wireless Channel list.
Using the Sonos Controller for Macintosh: From the Sonos menu, select Preferences. Click the Advanced tab, and select another wireless channel from the Wireless Channel list.
Using the Sonos Controller 200, touch Music Menu > Settings > Advanced Settings. Touch Wireless Channel and then choose another wireless channel from the list.
It may take several seconds for the switch to take effect. If you have music playing, a short music dropout will occur during the wireless channel change.
Check to ensure that the ZonePlayer Status indicator on the front of the ZonePlayer is illuminated and solid white. If it is flashing or solid amber, see ZonePlayer has stopped playing music.
Check to ensure that the green link light is lit on the Ethernet switch on the rear panel of the ZonePlayer wired to your network.
Check to ensure there are no obstacles to impede wireless operation.
Check your network connections.
Make sure speakers are connected securely.
Make sure volume is set to a suitable level.
Make sure MUTE is not on.
If the ZonePlayer status indicator changes to solid amber, and the volume reduces to 75%, this indicates that the ZonePlayer is experiencing a fault condition.
Check the ZonePlayer vents to ensure they are not blocked.
Check for speaker short circuit.
Mute ZonePlayer or unplug it for several minutes to allow it to cool.
If a ZonePlayer stops playing music, and the ZonePlayer status indicator lights are flashing (long amber, short white, repeat) this indicates that the ZonePlayer has experienced a fault condition and has automatically muted itself to prevent damage to the ZonePlayer.
Check the ZonePlayer vents to ensure they are not blocked.
Check for speaker short circuit.
Unplug the ZonePlayer for several minutes to allow it to cool.
Mute and unmute the ZonePlayer.
See ZonePlayer Status Indicator Explanations for more information on LED lights.
Make sure speaker is connected securely.
Make sure balance control is set correctly.
Your firewall may be blocking outgoing connections to the Internet. Ensure the firewall allows access to the Internet for the Ethernet addresses of your Sonos components.
Your firewall may be configured so that Sonos components cannot obtain an IP address. If so, your ZonePlayers and Controllers will display an IP address in the 169.254.xxx.yyy range, even though there is a router/DHCP server on the network. (You can check the IP addresses assigned to your ZonePlayers by selecting Music>System Settings>About Your Multi-Room Music System.) The DHCP server built in to some routers may be configured to supply IP addresses only to devices with specific permitted Ethernet MAC addresses. If you have configured your router in this way, you will need to grant permission to the Ethernet MAC address of each Sonos component (including the Controller) before setting up your system. For more information, go to http://faq.sonos.com/dhcp.
If the Controller 200’s screen should ever become unresponsive, you can remove the battery from the back of the unit, and then immediately put it back in. Place the Controller into the charging cradle momentarily to wake it up.
If the Controller does not display your zones properly, or displays the message, “Searching for ZonePlayers...”
Make sure at least one ZonePlayer is plugged in and its status indicator is illuminated solid white.
The ZonePlayer(s) may be going through an upgrade/restart, and zones will reappear after the restart.
If the Controller is acting sluggish or all of your zones are not visible, you are probably experiencing wireless interference.
Change the wireless channel your Sonos Multi-Room Music System is operating on by selecting Settings>Advanced
Move the Controller closer to a ZonePlayer.
Change the wireless channel your Sonos syst em is operating on by selecting System Settings>Advanced Settings>Wireless Channel.
If these don’t solve the problem, you can extend the wireless range of your music system by purchasing and installing a Sonos ZoneBridge.
Change the wireless channel your Sonos Multi-Room Music System is operating on by selecting System Settings>Advanced Settings>Wireless Channel.
If the incorrect album art, or no album art appears, for details on how album art is located and displayed, please visit our Web site at http://faq.sonos.com/art.
The Sonos Radio guide is powered by RadioTime. If you don’t find your favorite radio station or show, search for the missing station or show on the RadioTime’s Website at http://radiotime.com/index.aspx.
If the station or show does not appear, you can click the orange Tell us to Fix-It button and enter the station information to request that RadioTime add it. Leave your email address if you would like a reply.
If the station or show is listed, it may not have a current stream, or the stream may not be compatible with Sonos. Click the item name to view station details, and then click the orange Tell us to Fix-It button to request that a compatible stream be added. Leave your email address if you would like a reply.
If you’d like to see a show schedule or podcast added, send an e-mail to RadioTime via their contact form. Be sure to include as much information as possible, including a URL to the show's schedule or the podcast URL.
Alternatively, you can send an email to email@example.com.
If you do not wish to play music where your router is located, an easy and inexpensive solution is to purchase and install a Sonos ZoneBridge. (If you are replacing a ZonePlayer that is already connected to your router, be sure to apply power and add the ZoneBridge to your music system first before disconnecting the ZonePlayer from your router. You can then disconnect the ZonePlayer from the router, connect the ZoneBridge, and move the ZonePlayer to another location.)
It is possible to use another wireless bridge to eliminate the first wire in your Sonos Multi-Room Music System, but this is an unsupported configuration, and as such, technical questions should not be directed to Sonos Technical Support. Instead, contact the Sonos forums, (http://forums.sonos.com).
Wireless bridge setup example
Tested, compatible hardware
Tested, not compatible hardware
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