Tech Support Quick Fixes Sonos

Overview

Most Sonos issues are network-related, not speaker faults. Common problems include:

• Speakers disappearing from the Sonos app
• Music cutting out or stopping
• Rooms dropping out of sync
• Cannot connect to Sonos or System not found messages

Before assuming a speaker has failed, follow the steps below in order.

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Step 1: Confirm the Internet Is Working

Check that your internet connection is active:

• Can phones or laptops browse the internet...
• Is Wi-Fi generally working in the property...

If the internet itself is offline, resolve that first before troubleshooting Sonos.

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Step 2: Restart Network Equipment (Order Matters)

This resolves a large percentage of Sonos issues.

1. Restart the ISP modem / ONT
2. Wait until it is fully online
3. Restart your router or Wi-Fi system
4. Wait until Wi-Fi is fully stable
5. Restart Sonos speakers (power off, then back on)

Do not rush this process allow each step to complete fully.

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Step 3: Identify How Sonos Is Connected

Sonos can operate in two different network modes:

Wi-Fi Mode

• All speakers connect directly to your Wi-Fi network
• No Sonos devices are wired

SonosNet Mode

• One Sonos device is wired to the network
• The system creates its own dedicated mesh network

Important notes:

• Only one Sonos device should be wired
• Wiring multiple Sonos devices can cause network loops and instability

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Step 4: Check for Mixed Wi-Fi Systems

Sonos is particularly sensitive to:

• Consumer mesh Wi-Fi systems
• Wi-Fi extenders or boosters
• Multiple access points sharing the same network name (SSID)

Symptoms of Wi-Fi issues include:

• Speakers appearing and disappearing
• Audio cutting out when moving between rooms
• Delays in grouping or ungrouping rooms

These are usually roaming or multicast issues rather than Sonos hardware faults.

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Step 5: App & Firmware Updates

• Ensure the Sonos app is up to date
• Allow any firmware updates to complete fully
• Do not close the app or power off speakers during updates

Interrupting updates can cause speakers to become temporarily unreachable.

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Step 6: Power Cycle Individual Problem Speakers

If one speaker consistently causes issues:

1. Power it off
2. Wait 30 seconds
3. Power it back on
4. Allow several minutes for it to rejoin the system

If it repeatedly fails to reappear, the issue is almost always network-related.

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Why Sonos Issues Commonly Occur

Sonos relies heavily on stable multicast and low-latency networking. Many modern home Wi-Fi systems prioritise speed and convenience over the network behaviours Sonos requires.

As a result, issues typically stem from:

• Wi-Fi roaming decisions
• Consumer mesh system limitations
• Network congestion
• Poor Wi-Fi design rather than speaker faults

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When to Stop and Contact Us

• Speakers repeatedly disappear from the app
• Audio dropouts continue after restarts
• The system worked previously and now does not
• Issues affect multiple rooms or floors

In most cases, resolving Sonos issues involves improving the network environment, not replacing speakers.

If you are comparing platforms

• WiiM vs Sonos
• Whole-home audio
• Support checklist

Need help from Hurst First...

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