Basic Troubleshooting - Sonos BRIDGE Wireless HiFi System Product Manual

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Basic Troubleshooting

Warning: 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.
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.
• Web site
• Select Help -> Technical Support Website to go directly to our Support page.
• 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
• Text-Chat and Phone: www.sonos.com/support/contact
• US/Canada: +1.800.680.2345 toll-free
• United Kingdom: 0808 2346596
If your country is not listed here, please visit the Text-Chat and Phone link to find the correct telephone number for
your country.
BRIDGE not detected during setup
Did you allow Sonos to check for updates? The SONOS BRIDGE requires software version 2.5 or later.
If that is not the problem, a network or a firewall issue may be preventing the BRIDGE from connecting to your Sonos system.
If this is a wireless BRIDGE, try moving the Sonos components closer together, or wire the BRIDGE 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.
Check the firewall
1.
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.
Check the router
2.
You can bypass your router's switch to determine whether there are any router configuration issues by connecting Sonos as
depicted in the following illustration (note that the BRIDGE and the computer still have Internet access in this configuration):
Product Guide