Manufacturer and model directory
Sonos audio model troubleshooting
Sonos audio troubleshooting covers 7 model families: Sonos home speakers and soundbars (Arc Ultra, Arc, Beam Gen 2, Ray, Era 300, Era 100, Sub Gen 3 and Sub Mini), Arc soundbar, Beam (Gen 2), Era 300 speaker, Sonos portable speakers (Move 2 and Roam 2), Roam 2 speaker and 1 more. Choose the complete Sonos model family before opening a fix, and read the model number off your label first.
Exact modelObserved symptomFirst safe testVerificationStop condition
Browse by platform
41 complete records in this directorySonos home speakers and soundbars (Arc Ultra, Arc, Beam Gen 2, Ray, Era 300, Era 100, Sub Gen 3 and Sub Mini)Arc Ultra, with the Arc, Beam Gen 2, Ray, Era 300, Era 100, Sub Gen 3 and Sub Mini in the model notes · 11 answersArc soundbarArc · 11 answersBeam (Gen 2)Beam Gen 2 · 11 answersEra 300 speakerEra 300 · 11 answersSonos portable speakers (Move 2 and Roam 2)Move 2, with the Roam 2 in the model notes · 13 answersRoam 2 speakerRoam 2 · 13 answersSonos Ace headphonesAce · 14 answers
Sonos · firmware
Sonos Ace headphones app or firmware update will not complete
Open record Sonos · audio delaySonos Ace headphones audio is delayed or out of sync
Open record Sonos · battery lifeSonos Ace headphones battery runs out too quickly
Open record Sonos · no soundSonos Ace headphones connects but has no sound
Open record Sonos · microphoneSonos Ace headphones microphone sounds bad or is not detected
Open record Sonos · resetSonos Ace headphones needs a safe reset or will not reset
Open record Sonos · ANCSonos Ace headphones noise cancellation or transparency is not working correctly
Open record Sonos · one sideSonos Ace headphones plays from only one side or channel
Open record Sonos · distortedSonos Ace headphones sounds distorted, muffled or unbalanced
Open record Sonos · voice assistantSonos Ace headphones voice assistant or controls are not working
Open record Sonos · not chargingSonos Ace headphones will not charge
Open record Sonos · multiroomSonos Ace headphones will not group, sync or play in multiple rooms
Open record Sonos · pairingSonos Ace headphones will not pair or connect
Open record Sonos · pairingSonos Arc soundbar will not pair or connect
Open record Sonos · multiroomSonos Beam (Gen 2) will not group, sync or play in multiple rooms
Open record Sonos · resetSonos Era 300 speaker needs a safe reset or will not reset
Open record Sonos · distortedSonos Era 300 speaker sounds distorted, muffled or unbalanced
Open record Sonos · firmwareSonos home speakers and soundbars (Arc Ultra, Arc, Beam Gen 2, Ray, Era 300, Era 100, Sub Gen 3 and Sub Mini) app or firmware update will not complete
Open record Sonos · audio delaySonos home speakers and soundbars (Arc Ultra, Arc, Beam Gen 2, Ray, Era 300, Era 100, Sub Gen 3 and Sub Mini) audio is delayed or out of sync
Open record Sonos · no soundSonos home speakers and soundbars (Arc Ultra, Arc, Beam Gen 2, Ray, Era 300, Era 100, Sub Gen 3 and Sub Mini) connects but has no sound
Open record Sonos · disconnectingSonos home speakers and soundbars (Arc Ultra, Arc, Beam Gen 2, Ray, Era 300, Era 100, Sub Gen 3 and Sub Mini) keeps disconnecting
Open record Sonos · microphoneSonos home speakers and soundbars (Arc Ultra, Arc, Beam Gen 2, Ray, Era 300, Era 100, Sub Gen 3 and Sub Mini) microphone sounds bad or is not detected
Open record Sonos · resetSonos home speakers and soundbars (Arc Ultra, Arc, Beam Gen 2, Ray, Era 300, Era 100, Sub Gen 3 and Sub Mini) needs a safe reset or will not reset
Open record Sonos · one sideSonos home speakers and soundbars (Arc Ultra, Arc, Beam Gen 2, Ray, Era 300, Era 100, Sub Gen 3 and Sub Mini) plays from only one side or channel
Open record Sonos · distortedSonos home speakers and soundbars (Arc Ultra, Arc, Beam Gen 2, Ray, Era 300, Era 100, Sub Gen 3 and Sub Mini) sounds distorted, muffled or unbalanced
Open record Sonos · voice assistantSonos home speakers and soundbars (Arc Ultra, Arc, Beam Gen 2, Ray, Era 300, Era 100, Sub Gen 3 and Sub Mini) voice assistant or controls are not working
Open record Sonos · multiroomSonos home speakers and soundbars (Arc Ultra, Arc, Beam Gen 2, Ray, Era 300, Era 100, Sub Gen 3 and Sub Mini) will not group, sync or play in multiple rooms
Open record Sonos · pairingSonos home speakers and soundbars (Arc Ultra, Arc, Beam Gen 2, Ray, Era 300, Era 100, Sub Gen 3 and Sub Mini) will not pair or connect
Open record Sonos · audio delaySonos portable speakers (Move 2 and Roam 2) audio is delayed or out of sync
Open record Sonos · battery lifeSonos portable speakers (Move 2 and Roam 2) battery runs out too quickly
Open record Sonos · no soundSonos portable speakers (Move 2 and Roam 2) connects but has no sound
Open record Sonos · disconnectingSonos portable speakers (Move 2 and Roam 2) keeps disconnecting
Open record Sonos · microphoneSonos portable speakers (Move 2 and Roam 2) microphone sounds bad or is not detected
Open record Sonos · resetSonos portable speakers (Move 2 and Roam 2) needs a safe reset or will not reset
Open record Sonos · one sideSonos portable speakers (Move 2 and Roam 2) plays from only one side or channel
Open record Sonos · distortedSonos portable speakers (Move 2 and Roam 2) sounds distorted, muffled or unbalanced
Open record Sonos · voice assistantSonos portable speakers (Move 2 and Roam 2) voice assistant or controls are not working
Open record Sonos · not chargingSonos portable speakers (Move 2 and Roam 2) will not charge
Open record Sonos · multiroomSonos portable speakers (Move 2 and Roam 2) will not group, sync or play in multiple rooms
Open record Sonos · pairingSonos portable speakers (Move 2 and Roam 2) will not pair or connect
Open record Sonos · microphoneSonos Roam 2 speaker microphone sounds bad or is not detected
Open recordFind your model
Model numbers covered, and where each one's answers are
Match the identifier on your appliance or device label to a row below. Sonos answers here cover these model numbers.
| Family | Model numbers | Published specs |
|---|---|---|
| Sonos home speakers and soundbars (Arc Ultra, Arc, Beam Gen 2, Ray, Era 300, Era 100, Sub Gen 3 and Sub Mini) | Arc Ultra, with the Arc, Beam Gen 2, Ray, Era 300, Era 100, Sub Gen 3 and Sub Mini in the model notes | 12 researched |
| Arc soundbar | Arc | 4 researched |
| Beam (Gen 2) | Beam Gen 2 | 4 researched |
| Era 300 speaker | Era 300 | 4 researched |
| Sonos portable speakers (Move 2 and Roam 2) | Move 2, with the Roam 2 in the model notes | 4 researched |
| Roam 2 speaker | Roam 2 | 4 researched |
| Sonos Ace headphones | Ace | 4 researched |
Troubleshooting Sonos speakers
Sonos speakers work over Wi-Fi through the Sonos app, so most faults are network faults: restart the speaker by unplugging it for ten seconds, restart the router, and make sure the app and phone are on the same network. A speaker that drops out often sits at the edge of the router's range or on a congested channel; Ethernet to one speaker gives the whole system a wired base. Sonos speakers need a 2.4 GHz or 5 GHz network without a VPN running on the phone during setup.
Portable models such as the Move and Roam add Bluetooth, battery and charging checks, and soundbars like the Arc add HDMI eARC settings.