Sonos Playbase Troubleshooting

The Playbase does not respond when playing any audio source.

If the device has not been set up yet, it will not connect to an audio device, even if it is directly plugged into the television. Setup (or re-setup) your Playbase according to this tutorial.

If the playbase is not connected to the internet, it cannot wirelessly connect. See The Playbase does not Connect to the Internet troubleshooting guide below, also linked on the left.

If the audio connection is completely non-functional, ensure the optical audio cable is securely plugged in.

Alternatively, try unplugging it and then plugging it back in.

Alternatively, try using another optical audio cable.

Alternatively, replace the optical audio port according to the Optical Audio Port Replacement guide.

The Playbase cannot access remote internet content.

If the device has not been set up yet, it will not connect to an audio device, even if it is directly plugged into the television. Setup (or re-setup) your Playbase according to this tutorial.

If the router is down, nothing will be able to access the internet, including the Playbase. Ensure that the internet connection functions on another device.

If the cable or external ethernet port are faulty, the Playbase will be unable to connect. Test the cable and the ethernet port with another device.

If the Playbase Ethernet port is broken, it will be unable to use an ethernet connection. Try using a wireless connection.

Alternatively, replace the Ethernet port according to the Ethernet Port Replacement guide.

The Playbase doesn’t sound quite right.

If the EQ settings are incorrect for the content being played, the Soundbase can sound bad. Adjust the EQ settings from the Sonos app.

If the TV is not plugged into the Playbase, it will not be able to receive and play audio. Plug the TV into the Playbase.

Alternatively, unplug and replug the cable on both ends if it is already plugged in.

If the wireless network is not connected, the Playbase may not be able to connect to devices playing sound. Follow the troubleshooting guide for ‘’The Playbase does not connect to the internet’’

If the TV does not have the correct audio output configured, it may not be sending audio to the Playbase. Change your TV settings to output sound on the playbase.

If the audio cable is degraded but not completely broken, the sound quality may be poor. Make sure the optical audio cable is securely plugged in.

Alternatively, try unplugging it and then plugging it back in.

Alternatively, try using another optical audio cable.

If all else fails, the optical audio port may be faulty. Replace the optical audio port according to the Optical Audio Port Replacement guide.

‘’Note: if you have another device that uses an optical audio cable, test the cable with that device to ensure the issue is with the optical audio port instead of the cable itself.’’

If you can identify a specific spot on the Playbase where sound quality is degraded, one of the speakers may be broken. Replace one or more of the faulty speakers using:

• The Speaker from Main Array Replacement guide--one of the center speakers is faulty
• The Side Speaker Replacement guide--the speaker on the far left or right is faulty
• The Subwoofer Replacement guide--the pitch or the bass of the audio output is faulty

The Playbase has pauses during playback, or skips portions of content.

If streaming from an internet source, ensure no other devices are using large amounts of bandwidth (video streaming, audio streaming, downloading, etc.)

If using many devices in close proximity to the Playbase, there may be interference. See this page for examples.

If the optical audio connection is degraded, it may create skips and gaps. Make sure the optical audio cable is securely plugged in.

Alternatively, try unplugging it and then plugging it back in.

Alternatively, try using another optical audio cable.

Alternatively, replace the optical audio port according to the Optical Audio Port Replacement guide.

The Playbase does not respond when issuing commands with the remote control.

If you are too far away from the Playbase, the remote may be out of range. Try moving closer to the Playbase.

If you have a new remote or never set it up initially, the Playbase cannot read the remote. Set up your remote according to this article.

If the IR receiver is blocked, the Playbase cannot receive commands from the remote. Ensure there are no obstructions between the remote and the ‘’SONOS’’ label on the front.

If there is a nearby device such as a microwave or plasma-screen television, it may be providing interference. Ensure that there are no such devices nearby.

If the remote is out of battery, it cannot communicate with the Playbase. Ensure the batteries in the remote have charge.

If the remote is faulty, it may not be able to communicate properly with the Playbase. Replace the remote with a known good remote.

If the IR receiver is faulty, it may not be able to receive commands properly. Replace the IR receiver according to the IR Receiver Replacement guide.

The Playbase does not light up, respond, or otherwise show evidence of powering on.

If the Playbase is not plugged in, or the outlet used is non-functional, the Playbase cannot receive power. Ensure the Playbase is plugged into a working power outlet.

If the power cable is degraded, the Playbase may be receiving little or no power. Replace the power cable with a known good power cable.

If the power port is broken, the Playbase may not be able to receive power. Do not attempt repair on the power port; the risk of electrical damage or injury is high.