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Trouble Shooting Your Sonos System

The Sonos system can be wonderful when it works properly, but if the user does not understand how to operate it or trouble shoot it, it can be very frustrating. This Wireless Hi-Fi System can now be operated on your home WiFi network. This setup is ideal for any home with good WiFi coverage and you can use any Sonos controller app with your Sonos system.

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 at http://www.sonos.com/support or 1.800.680.2345.

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 Folderstab, highlight the shared folder you want to remove, and click Remove (PC) or  (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  (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

  • Check to make sure the power cord is properly seated.
  • A network issue may be preventing the product from connecting to your Sonos system. If this is a wireless Sonos product, try moving the Sonos components closer together, or use an Ethernet cable to hard wire the product to your router temporarily to see if the problem is related to wireless interference.

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.
  1. 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):
  • 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 BRIDGE, and then connect another Ethernet cable from that Sonos product 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 Sonos product by unplugging the power cord, and then plugging it back in.
  • If you are not using a router, you can visit our Web site at http://faq.sonos.com/norouter for more information.
  1. 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.
  • If the link lights are not lit, try connecting to a different port on your router.
  • If the link lights still do not light, try connecting a different Ethernet cable.

Sonos player is not operating properly

  • If the status indicator is not lit and no sound is produced when the unit is plugged in, check to ensure the power cord is properly seated.
  • If the status indicator is solid white, make sure the volume is set to a suitable level; make sure MUTE is not on; if CONNECT:AMP, make sure external speakers are connected securely.
  • If the player has suddenly stopped playing music and the status indicator is flashing orange and white, pause or unplug the player for a few minutes to allow it to cool. Check to make sure the vents are not blocked.
  • Check the link/activity lights on both the router and the Sonos product that is wired to your router.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 on your router.
  • If the link lights still do not light, try using a different Ethernet cable.
  • Move your Sonos controller closer to a player.
  • Check to ensure there are no obstacles to impede wireless operation.
  • Check your network connections.
  • The Sonos player may need to be reset. Disconnect the power cord for 5 seconds, and then reconnect. Wait for the Sonos player to restart.

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.

  • Using a handheld Sonos controller: From the Settingsmenu, touch Advanced Settings -> Wireless Channel. Choose another wireless channel from the list.
  • Using the Sonos Controller App for PC: Select Settings ->Advanced from the Manage  On the General tab, select another wireless channel from the list.
  • Using the Sonos Controller App for Mac: Select Preferences ->Advanced from the Sonos  On the General tab, select 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 may occur during the wireless channel change.

Dolphin AV hopes that all of our Clients thoroughly enjoy their home entertainment systems. The Sonos System is one of many Speaker Systems we install in the Hilton Head Island/ Bluffton SC area.

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