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.

  1. From the Manage menu, select Music Library Settings.

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

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

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

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

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

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

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 Sonos component, you can try moving the Sonos components closer together, or wire them 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. 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 BRIDGE and the computer still have Internet access in this configuration):

Setup_no_open_router.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 a controller, it doesn’t detect Sonos component(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 Sonos component 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. To double the speed from 54 Mbps to 108 Mbps, the router goes into a wide bandwidth mode which uses 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.

Sonos component isn’t operating properly

Status indicator lit, but no sound

Sonos component volume level reduces

If the status indicator changes to solid amber, and the volume reduces to 75%, this indicates that the Sonos component is experiencing a fault condition.

Sonos component has stopped playing music

If a Sonos component stops playing music, and the status indicator lights are flashing (long amber, short white, repeat) this indicates that the Sonos component has experienced a fault condition and has automatically muted itself to prevent damage to the Sonos component.

See Player Status Indicators - Controller for Mac or PC 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 SONOS CONTROL’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 rooms properly, or displays the message, “Searching for Sonos components...”

Not all rooms are visible

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

  1. Choose one of the following:

  2. Click Advanced Settings, and then select another channel from the Wireless Channel drop-down list on the General tab.

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 system is operating on by selecting Manage -> Settings -> Advanced Settings. Choose another channel from the Wireless Channel list.

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 TuneIn. Sonos also has a radio music service offered to customers in the US called iheartradio. If you don’t find your favorite radio station or show, you can go to TuneIn’s Website at http://tunein.com and search for the missing station or show. If the station is owned by Clear Channel, the station will likely be found in the iheartradio music service.

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 BRIDGE. (If you are replacing the Sonos component that is already connected to your router, be sure to add the BRIDGE to your music system before disconnecting the original Sonos component from your router. You can then disconnect the component from the router, connect the BRIDGE, and move that Sonos component to another location.)

It is possible to use another wireless bridge to eliminate the first wire in your Sonos Wireless HiFi System, but this is an unsupported configuration, and as such, technical questions should not be directed to Sonos Technical Support. Instead, you can browse the Sonos forums, (http://forums.sonos.com).


  © 2004-2012 by Sonos, Inc. All rights reserved.
www.sonos.com