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24
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.
• Customer Support
• Web site: Visit our Web site at www.sonos.com/support. There you can visit our Forums, browse our Frequently
Asked Questions (FAQ) pages, or request assistance.
• Email: support@sonos.com
• You can also visit the Customer Support PLAYBAR Reference Center for more information at
http://moreinfo.sonos.com/PLAYBAR.
PLAYBAR not detected during setup
• Did you allow Sonos to check for updates? The SONOS PLAYBAR requires software version 4.0 or later.
• Is the power cord properly seated? Be sure to push the power cord firmly into the PLAYBAR until it is flush with the
surface.
• If either of these is not the problem, a network issue may be preventing the PLAYBAR from connecting to your Sonos
system. Try moving the Sonos components closer together.
Eliminating annoying messages on your TV when using a cable, satellite, or set
top box remote
After you disable your TV speakers, your television might display an annoying or confusing message when you adjust the
volume on the PLAYBAR. This could be a message reminding you that your TV speakers are off, or a volume indicator
unrelated to the sound from your PLAYBAR. If you have a programmable remote control, you can try the steps below. These
steps will configure your remote control to send volume commands that are only recognized by the PLAYBAR so the message
no longer appears when you increase or decrease the volume.
You will need to refer to the printed instructions that came with your remote control, or browse the on-screen help menu on
your cable/satellite/set-top box as the specific details will vary. If you cannot locate the instructions for your remote, search
the
"Reference Links" on page 30. If your device or service provider is not listed there, please contact your cable service
provider for additional help.
Identify an unused device key
Your remote control can likely control a variety of devices. The device keys are usually located at the top of the remote and
labeled TV/Cable/CBL/STB/DVD/AUX. Identify a device key that is not currently being used (for example, the AUX key).
Warning: Do not open the product as there is a risk of electric shock. 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.
The grill cloth is not removable. Tampering with the cloth may damage your PLAYBAR.