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Product Guide
10
Basic Troubleshooting
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 PLAY:3 not detected during setup
A network or a firewall issue may be preventing the PLAY:3 from connecting to your Sonos system. If this is a wireless PLAY:3,
try moving the Sonos components closer together, or wire the PLAY:3 temporarily to see if the problem is related to wireless
interference.
If you encounter this message when installing the first Sonos component (wired 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
Firewall software installed on the computer 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
Controller for Mac or PC. Please go to our Web site 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’s switch to determine whether there are any router configuration issues by connecting a BRIDGE
(or other Sonos component) as depicted in the following illustration (note that the BRIDGE and the computer still have
Internet access in this configuration):
Note: Under no circumstances should the product 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. Do not open the system as there is a risk of electric
shock.