www.sonos/diagnostic How do I run diagnostics on Sonos?
Running diagnostics on your Sonos system can help identify any issues that might be affecting its performance. From the Settings tab, select Help & Tips. Select Submit Diagnostics.
Here’s how you can do it through the Sonos app:
Sonos app (iOS or Android)
- Open the Sonos app. Make sure you’re on the same Wi-Fi network as your Sonos devices.
- Go to Settings. Tap the gear icon in the bottom right corner of the app.
- Select “Help”.
- Tap on “Submit Diagnostics”.
- Follow the on-screen prompts. You may be asked to describe the issue you’re experiencing.
Sonos Web app
- Open the Sonos Web app.
- Go to Settings.
- At the bottom of the Settings menu, select “Submit Diagnostics”.
Once the diagnostics are submitted, you’ll receive a confirmation message with a diagnostic number. You can use this number when contacting Sonos support for further assistance.
Additional Tips
- Note down the diagnostic number: Keep the confirmation number handy in case you need to contact Sonos support.
- Describe the issue: When submitting the diagnostics, provide a clear description of the problem you’re experiencing. This will help Sonos support to diagnose the issue more efficiently.
- Check your network: Sometimes, network issues can cause problems with your Sonos system. Before submitting diagnostics, make sure your Wi-Fi network is working properly.
How do I troubleshoot my Sonos system?
Troubleshooting a Sonos system can be a bit tricky, but let’s break it down step-by-step. Here’s a general approach:
1. Identify the Problem:
- No Sound: Is it one speaker or all? Is the volume up? Is the correct source selected?
- Connection Issues: Can’t connect to the WiFi? Speakers disappearing from the app?
- Intermittent Dropouts: Music cutting out briefly?
- Error Messages: What does the Sonos app say?
2. Basic Troubleshooting:
- Check the Obvious:
- Power: Ensure all speakers and your router are plugged in and turned on.
- Volume: Make sure the volume is turned up on both the speaker and in the Sonos app.
- Source: Confirm the correct music source is selected in the app.
- Internet: Is your internet working? Check other devices.
- Restart Everything:
- Sonos Speakers: Unplug each speaker for a few seconds and plug them back in.
- Router: Unplug your router for 30 seconds and plug it back in.
- Mobile Device: Restart your phone or tablet.
3. App-Specific Troubleshooting:
- “No products found” or “Unable to connect”:
- WiFi Connection: Ensure your mobile device is connected to the same WiFi network as your Sonos speakers.
- Network Changes: If you’ve changed your WiFi name or password, you’ll need to update your Sonos system.
- Error messages: Pay close attention to any specific error messages in the Sonos app, as they often provide clues.
4. Advanced Troubleshooting:
- Check Ethernet Cables: If you’re using a wired connection, ensure the cables are securely plugged in.
- Wireless Interference: Microwaves, cordless phones, and other devices can interfere with WiFi. Try moving them away.
- Router Channels: Try changing the WiFi channel on your router.
- Software Updates: Ensure your Sonos system and app are up-to-date.
- Factory Reset: As a last resort, you can factory reset your Sonos devices (refer to the Sonos support website for instructions).
5. Sonos Support Resources:
- Sonos Support Website: https://support.sonos.com/
- This website has articles, FAQs, and troubleshooting guides for various issues.
- Sonos Community: https://en.community.sonos.com/
- Ask questions, find answers, and get advice from other Sonos users.
- Contact Sonos Support: If you’re still having trouble, you can contact Sonos support directly for assistance.
