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Product Guide
14
Basic Troubleshooting
Warning: Do not open Sonos products as there is a risk of electric shock. Under
no circumstances should Sonos products be repaired by anyone other than an
authorized Sonos repair center, as this will invalidate the warranty. Please contact
Sonos Customer Support for more information.
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 Support team and we’ll
be happy to help.
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 component, try moving the Sonos products 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 error 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 Support.
1. Check the firewall
If you are using a computer, firewall software 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 app on your Mac or PC. Please go to our website at
http://faq.sonos.com/firewall for additional information. If this does
not resolve the problem, you can try step
2 below.
2. Check the router
You can bypass your router to determine whether there are any router configuration issues by connecting a
Sonos product as shown below—in this BOOST configuration example, note that the BOOST and the
computer still have Internet access:
• Be sure that your cable/DSL modem is connected to the router’s WAN (Internet) port.
• If you have any Sonos products connected to your router,
temporarily remove them.
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