Sonos One Troubleshooting

Device either fails to connect initially or loses connection during operation.

When a router become unavailable, some wireless devices will attempt to check for another available router. If you’ve had a recent power failure or you’ve had to restart your router or modem for other reason, check to see that your Sonos One is connecting to your preferred router and not a Wi-Fi extender. You may also choose to simply reset your Sonos One unit(s) to re-establish connectivity to a Wi-Fi signal. If you continue to have problems, particularly in internet stability, check the section below for possible devices interfering with your connection.

Wi-Fi problems are commonly caused by having other wireless devices nearby that operate on the same frequency. Devices operating on “2.4GHz or 5GHz” like a cordless phone, a baby monitor, and wireless video transmitters or audio systems may need their frequency changed if possible or be powered off. Other wireless devices may be causing interference, such as microwaves (in cases such as a Sonos One in the kitchen), wireless cable and set-top boxes, wireless security camera, and other wireless devices within close proximity. Try moving or powering off these devices one-by- one and check your wireless connection.

If the device continues to fail to maintain a Wi-Fi signal, physically connect an cat6 or cat6e Ethernet cable to the network plug on the back side of the unit. If the network connection is established, then you likely have an issue with the communications board, which can be replaced or you can simply leave the Ethernet cable connected to maintain a network connection. A guide to replacing the communications card can be found below. If the Sonos One remains unconnected, then the issue is with the router and not the Sonos One.

Device either doesn't recognize or won't process 'wake-up' word.

Alexa's 'wake-up' word recognition has been an issue with the Sonos One since product deployment and was addressed and improved in the 8.2.3 system update. Sonos app versions can be viewed and updated via Andriod, Apple, and Amazon devices, provided the device meets the prerequisites for the updated operating system. While the updated software versions of the Sonos One have improved the range of the Sonos One, the range is still lower than previous models such as the Sonos Echo. Directions for software version verification can be found on the Sonos Community Page. If the Sonos One has an updated version and speaking louder does not correct the issue, restart the Sonos One unit.

If, after restart, the Sonos One still does not recognize the 'wake-up' word, a faulty microphone could be the cause. There are six microphones within the Sonos One, restarting the Sonos One could clear a temporary fault but permanent damage to a microphone could be the result of mechanical shock or faulty component. With disassembly as a last resort, a guide to replacing the board the speakers are located on is listed below.

Sonos One Control Panel & Microphone Replacement

"Control panel touch sensors have no functional response."

Unresponsive touch controls are typical of a symptom of temporary faults either within the control panel itself, such as panel processor time outs, or larger issues, such as central processor time outs. Temporary faults are typically cleared by restarting the Sonos One unit. To verify proper operation after restart, attempt to raise and lower the volume of the unit via the touch sensors on the control panel.

Control panel contacts can fail if the unit has been dropped or has been subjected to humid environments. The contacts themselves are touch sensors, so actual damage occurs on the control panel board rather than contacts such as a push button or switch. This requires the replacement of the control panel to rectify. A guide for control panel replacement can be found below.

Sonos One Control Panel & Microphone Replacement

Audio output from the Sonos One has a hum, no vibration, or reduced range.

Temporary faults are intermittent faults that occur due to errors, such as time out errors, in digital circuits. To clear temporary faults, simply restart the Sonos One unit and attempt to play music to determine if the fault is cleared.

Torn woofer/tweeter diaphragms can be identified by visual inspection. Using a flashlight, or other sufficient light source, look through the protective cover of the Sonos One to inspect the condition of the diaphragm material on the woofer/tweeter. If the woofer/tweeter diaphragm is torn, then replacement of the woofer/tweeter is required and a link to the replacement guide for both the woofer and tweeter are listed below.

Sonos One Woofer Diaphragm Replacement Guide

Sonos One Tweeter Diaphragm Replacement Guide

If the material is not torn, the indicated volume is adequate ,and no audio output is present, then there is likely a blown woofer/tweeter, meaning that the coil in the woofer/tweeter is degraded. Replacement of the woofer/tweeter is required and guides for the replacement of the woofer and tweeter components are listed below.

Sonos One Woofer Diaphragm Replacement Guide

Sonos One Tweeter Diaphragm Replacement Guide

Power indication light will not energize and there is no audio output

If the power supply is not properly secured to the Sonos One unit, then adequate power to the unit may not be provided. First verify the power adapter is plugged into an appropriate outlet. To verify seating of the adapter, place the Sonos One control panel down and press down on the adapter so that the plug fits snugly into the unit receptacle. Once verified the power adapter is plugged in, attempt to turn the unit On.

If the power adapter has been plugged in properly, then the Sonos One unit may have a bad power supply receptacle, or power supply. Replacement guides for the power supply receptacle is listed below. For power supply issues, contact Sonos customer service via the community page linked below as well.

Sonos One Power Adapter Receptacle Replacement

Sonos One Community & User Support Page