Tips and Troubleshooting

Basic Troubleshooting

Warning:     Under no circumstances should the product be repaired by anyone other than an authorized Sonos repair center, as this will invalidate the warranty. Please contact Sonos Customer Support for an authorized repair center in your area. Do not open the system as there is a risk of electric shock.

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.

There you can visit our Forums, browse our Frequently Asked Questions (FAQ) pages, or request assistance.

After upgrading to Windows Vista, music doesn’t play

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:

  1. From the Music menu, select Set Up Music Library.

  2. Select the music folder(s) stored on this computer, and click Remove.

  3. Next, re-add the share by selecting Add a Share.

  4. Select Add music stored on this computer and click Next.

  5. Select the music folder you just removed, and click Next.

  6. Click Finish.

Wired Sonos component not detected during setup

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.

1. Check the firewall

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.

2. Check the router

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):

AlternateSetup_NoOpenRouter.jpg

3. Check the wiring

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.

When adding Controller, it doesn’t detect ZonePlayer(s)

1. Verify that this is not a DHCP or network problem

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.

2. Turn off any 2.4GHz cordless phones

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).

3. Put 108 Mbps wireless routers into 54 Mbps mode

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.

4. Change the wireless channel your Sonos system is operating on

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.

ZonePlayer isn’t operating properly

ZonePlayer status indicator lit, but no sound

ZonePlayer volume level reduces

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.

ZonePlayer has stopped playing music

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.

See ZonePlayer Status Indicator Explanations for more information on LED lights.

Sound produced from only one speaker

Cannot access radio, online updates, or registration

Controller screen is unresponsive

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.

Zones do not display properly

If the Controller does not display your zones properly, or displays the message, “Searching for ZonePlayers...”

Controller acting sluggish

If the Controller is acting sluggish or all of your zones are not visible, you are probably experiencing wireless interference.

Controller doesn’t work in some parts of my home

Music stops when I use my 2.4 GHz cordless phone

Change the wireless channel your Sonos Multi-Room Music System is operating on by selecting System Settings>Advanced Settings>Wireless Channel.

Wrong album art displayed

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.

Some radio stations are missing

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.

unsupported_Medium.jpgCan I Eliminate The First Wire?

 

 

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

wireless.jpg

Tested, compatible hardware

Tested, not compatible hardware


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