Tips and Troubleshooting

Basic Troubleshooting

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

If a problem occurs, you can try the troubleshooting suggestions listed below. If one of these doesn’t remedy the problem, or you are not sure how to proceed, please contact the Sonos Customer Care team and we’ll be happy to help.

After upgrading Windows, music doesn’t play

After you upgrade from Windows Vista to Windows 7 or 8, 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.

  1. Select Manage -> Settings (PC) or Sonos -> Preferences (Mac).

  2. Select Music Library Settings.

  3. On the Folders tab, highlight the shared folder you want to remove, and click Remove (PC) or dcr_minus_btn.png (Mac).

  4. Confirm that you want to delete the shared folder.

  5. Repeat until you have removed all of the folders.

  6. Next, re-add the share by selecting Add (PC) or dcr_plus_btn.png (Mac).

  7. Select In another location on my computer, or on an external drive connected to my computer, and then click Next.

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

Sonos product(s) not detected during setup

If you encounter this message while a Sonos product is connected to your router, you can try the steps below to resolve this issue. If you are still experiencing problems, please contact Sonos Customer Care.

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. If this resolves the problem, you should configure your firewall to work with the Sonos Controller for Mac or PC. Please go to our Web site at http://faq.sonos.com/firewall for additional information. If this does not resolve the problem, you can 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 a BRIDGE (or other Sonos product) as depicted in the following illustration (note that the BRIDGE and the computer still have Internet access in this configuration):

ALL_Setup_no_open_router.jpg
3. Check the wiring

Check the link/activity lights on both the router and the Sonos product. The link lights should be lit solid, and the activity lights should be blinking.

Sonos player is not operating properly

Not all rooms are visible, or Sonos app doesn’t work in some rooms, or music stops when I use my 2.4 GHz phone

You are probably experiencing wireless interference. You can change the wireless channel your Sonos system is operating on by following the steps below.

It may take several seconds for the switch to take effect. If you have music playing, a short music dropout may occur during the wireless channel change.


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