By far, the most common problem our Sonos customers report is occasionally the Sonos controller App on their smartphone, tablet, PC and/or Mac can’t find their Sonos system. These are systems that have been working fine for weeks or months, and nothing has changed. In most cases, the screen of the controller App indicates that Sonos is not setup in their home. This post will describe a quick fix that works most of the time and how to get support from Sonos in those cases when it doesn’t.
Sonos has put together a nice diagnostic tool to lead you through the solution of these problems. The link for that tool on the Sonos site is below, but there is a solution that works in most cases and is very quick and easy to try. Simply power cycle (unplug) your internet cable modem or DSL device, your router/WiFi device if that is separate from your internet device, your Sonos bridge, and each Sonos player. If you have a lot of Sonos players or they are hard to get to, just unplug the bridge. After everything is unplugged, plug them back in in the order your unplugged them – Internet device first, then router a couple minutes later, then Sonos bridge, then Sonos players.
This resets the devices and their communication with each other, frequently solving this problem. In fact, unplugging just the bridge, or internet router will often resolve the problem but it is difficult to tell which is the source of the problem and it’s easy to reset everything.
If this doesn’t work, or you want to follow a more systematic approach, go to: https://sonos.custhelp.com/app/answers/detail/a_id/560 and follow the guided assistant.
Finally, if this doesn’t work, don’t hesitate to call Sonos at: 800-680-2345 toll free, Mon-Fri 9am to 8pm
Sat-Sun 10am to 5:30pm. Their support is excellent.