How to Fix Issues with the Sonos Controller App

Introduction

From small speakers to large, connected hubs to connected amps, soundbars to sub woofers, Sonos makes wireless, connected speakers for all kinds of people and all kinds of environments.

This guide will help you to troubleshoot issues with your Sonos devices and your mobile devices.

1 Power Cycle Network & Devices

  1. Unplug the power to all of your Sonos devices.
    diagram of removing the power cable from a Sonos speaker
  2. Unplug the power to your Gateway/Router.
    diagram of removing the power cable from a router
  3. Power off your mobile device (Android/IOS).
    Picture of powering off a smartphone
  4. Plug in the power to your Gateway/Router.
    diagram of plugging a the power cable into a router
  5. Plug in the power to your Sonos devices.
    diagram of a sonos speaker plugged in
  6. Power on your mobile device (Android/IOS).
    picture of turning on a smartphone

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From small speakers to large, connected hubs to connected amps, soundbars to sub woofers, Sonos makes wireless, connected speakers for all kinds of people and all kinds of environments.

This guide will help you to troubleshoot issues with your Sonos devices and your mobile devices.

  1. Unplug the power to all of your Sonos devices.
    diagram of removing the power cable from a Sonos speaker
  2. Unplug the power to your Gateway/Router.
    diagram of removing the power cable from a router
  3. Power off your mobile device (Android/IOS).
    Picture of powering off a smartphone
  4. Plug in the power to your Gateway/Router.
    diagram of plugging a the power cable into a router
  5. Plug in the power to your Sonos devices.
    diagram of a sonos speaker plugged in
  6. Power on your mobile device (Android/IOS).
    picture of turning on a smartphone
Next, we will troubleshoot your Sonos devices according to the type of mobile device you're using.

Make sure your controller is connected to the correct WiFi network.

First, we'll check what network your Android device is connected to.

  1. Slide your finger from the top down and tap on the Settings gear.
    screenshot of android quick settings with the settings gear in the top right corner highlighted
  2. Click on Wi-Fi (Or Wireless Networks)
    screenshot of android settings with Wi-Fi highlighted
  3. Verify you're on your primary Wi-Fi Network
    screenshot of android Wi-Fi settings with the connected network highlighted

    Make sure you are not on a Guest Network. Most guest networks will not let you communicate with your other devices.

Next, we need to verify the network the Sonos products are connected to.

  1. Connect one of your Sonos products to your router using an Ethernet cable, and then connect it to power. Use whichever product is most convenient to temporarily connect to your router.
    diagram of an ethernet cable being plugged into a router
  2. After a few minutes you will start to see your Sonos Players appearing on your Sonos controller. Confirm that all of your Sonos players are showing up on your controller.
  3. In the controller app, tap the Menu button and tap on Settings.
    screenshot of the sonos app on mobile highlighting the menu in the top left and settings at the bottom
  4. Tap on Advanced Settings.
    screenshot of settings with advanced settings highlighted
  5. Tap on Wireless Setup.
    screenshot of advanced settings with wireless setup highlighted
  6. Type in the password (security key) to join your WiFi network and press Continue.
    screenshot of wireless setup indicating the password field and continue button
  7. Once your Sonos devices are on the same wireless network as your mobile device, you can disconnect the Ethernet cable.
  1. Tap and hold on Sonos Controller app and slide/drag to Uninstall.
    Dragging the sonos icon to the uninstall option. Illustration.
  2. Click OK.
    Delete confirmation prompt for Sonos with OK highlighted.
  1. Open Play Store.
    Google Play store icon
  2. Search for "Sonos Controller for Android" and tap on the app.
    Searching for the Sonos app. Illustration.
  3. Tap Install to start downloading the app.
    Sonos app page with the install button highlighted.
  4. Once installed, tap Open.
    Sonos app page with the Open button highlighted.

Follow the steps below to add a SUB to your home theater.

  1. Launch the Sonos Controller app from your Home screen.
    Sonos app.
  2. Tap on the Menu button.
    Sonos app menu button.
  3. Tap on Settings in the menu.
    Sonos app menu highlighting the settings option.
  4. Tap on Add a Player or SUB button.
    Sonos app settings menu highlighting the Add a player or sub button.
  5. Tap Next on the Connect To Power screen. Make sure your Sonos is plugged in before you continue!
    Sonos app add a device screen highlighting the next button.
  6. Tap Next on the bottom right of the screen, after you have seen the green light flashing on your Sonos speaker. The indicator or the mute/play/pause button may be flashing. If you don't see the green flashing light, tap I'm unsure about the light.
    Sonos app add a device screen highlighting the Next button.
  7. Tap the Dropdown menu on the Player Setup screen.
    Sonos app dropdown menu for selecting a Sonos device.
  8. Tap your Player in the list.
    Sonos app selecting a device screen.
  9. Tap Set up this player on the bottom of the screen.
    Sonos app with a device selected highlighting the set up this player button.
  10. Press the Mute/Play/Pause button and the increase volume button on your Sonos simultaneously and you should hear a noise.
    Sonos app displaying instructions for connecting a player.
  11. Tap Next once your player connects.
    Sonos app highlighting the next button after a player has connected.
  12. Tap the Dropdown menu.
    Sonos app highlighting the select a room dropdown box.
  13. Choose a Room to label your Sonos.
    Sonos app selecting a room name from the dropdown box.
  14. Tap Next after you choose a room.
    Sonos app highlighting the next button.
  15. Tap Not Now in order to continue. If you wanted to add yet another speaker you could do so now by tapping Add Another Player.
    Sonos app highlighting the not now button for adding another player.
  16. Tap Done on the Setup complete screen.
    Sonos app setup complete screen highlighting the done button.

Make sure your controller is connected to the correct WiFi network.

First, we'll check what network your iOS device is connected to.

  1. Open Settings.
    Settings icon
  2. Tap on Wi-Fi.
    Screenshot of iOS settings with Wi-Fi highlighted
  3. The network you are connected to will have a check next to it. Make sure this is not a "Guest" network.
    Screenshot of Wi-Fi settings with a network highlighted

    Make sure you are not on a Guest Network. Most guest networks will not let you communicate with your other devices.

Next, we need to verify the network the Sonos products are connected to.

  1. Connect one of your Sonos products to your router using an Ethernet cable, and then connect it to power. Use whichever product is most convenient to temporarily connect to your router.
    Diagram of connecting your speaker to a router
  2. After a few minutes you will start to see your Sonos Players appearing on your Sonos controller. Confirm that all of your Sonos players are showing up on your controller.
  3. In the controller app, tap the Menu button and tap on Settings.
    Screenshot of the sonos app with menu and settings highlighted
  4. Tap on Advanced Settings.
    Screenshot of settings with advanced settings highlighted
  5. Tap on Wireless Setup.
    screenshot of advanced settings with wireless setup highlighted
  6. Type in the password (security key) to join your WiFi network and press continue.
    Screenshot of wireless setup with a password entered and continue highlighted
  7. Once your Sonos devices are on the same wireless network as your mobile device, you can disconnect the Ethernet cable.
  1. Tap and hold on the Sonos app until icons are shaking and tap the "X".
    Screenshot of the Sonos icon with the delete icon in the corner
  2. Tap Delete to Uninstall the app.
    Screenshot of prompt to delete Sonos with delete highlighted
  1. Open the App Store.
    Apple App Store Icon
  2. Type in "Sonos Controller" in the search bar.
  3. Find Sonos Controller in the search results and tap on GET.
    screenshot of the sonos app in the app store with get highlighted
  4. Tap on Install to start download.
    install button

Follow the steps below to add a SUB to your home theater.

  1. Launch the Sonos Controller app from your Home screen.
  2. Tap on the menu button.
  3. Tap on settings in the menu.
  4. Tap on Add a Player or SUB button.
  5. Tap Next on the Connect To Power screen. Make sure your Sonos is plugged in before you continue!
  6. Tap Next on the bottom right of the screen, after you have seen the green light flashing on your Sonos speaker. The indicator or the mute/play/pause button may be flashing. If you don't see the green flashing light, tap I'm unsure about the light.
  7. Press the Mute/Play/Pause button and the increase volume button on your Sonos simultaneously and you should hear a noise.
  8. Tap Next once your player connects.
  9. Choose a room to label your Sonos.
  10. Tap Next after you choose a room.
  11. Tap Not Now in order to continue. If you wanted to add yet another speaker you could do so now by tapping Add Another Player.
  12. Tap Next on the Trueplay screen.
  13. If you want to set up Trueplay you can do it now or at anytime later. Since it's not integral part of the setup process we will skip it for now. Press Not Now to continue setup.
  14. Tap Next on the Trueplay tuning skipped screen.
  15. Tap Done on the Setup complete screen.
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