Sonos PLAYBASE User Manual 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.
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.
Customer Support
Visit our PLAYBASE reference section at http://moreinfo.sonos.com/PLAYBASE
Visit our website at www.sonos.com/support
Email us at support@sonos.com
PLAYBASE not detected during setup
Did you allow Sonos to check for updates? The Sonos PLAYBASE requires software version 7.2 or later.
Is the power cord properly seated? Be sure to push the power cord firmly into the PLAYBASE until it is flush with the surface.
If either of these is not the problem, a network issue may be preventing the PLAYBASE from connecting to your Sonos system. Try moving the Sonos products closer together.
Eliminate 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 PLAYBASE. This could be a message reminding you that your TV speakers are off, or a volume indicator unrelated to the sound from your PLAYBASE. 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 PLAYBASE 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 can’t find what you’re looking for, 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).
If your remote will not allow additional devices to be programmed, you might wish to purchase a universal remote to make it easier to control all your devices. Sonos recommends a Logitech® Harmony® universal remote. See If you are using a Logitech universal remote for more information.
Program the unused device key
Programming the unused device key will add new volume commands to your remote control.
To perform this step 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 by manufacturer. If you cannot locate the instructions, contact your cable service provider for additional help.
From the list of codes that can be programmed, select a Sonos code if it appears in the list.
If Sonos does not appear in the list, select a code for any manufacturer brand other than your TV or other devices connected to the TV. For example if you own a Vizio TV and a Samsung Blu-ray player, choose a Panasonic code from the list.
DO NOT initiate an automated search for a code.
Lock your remote control to the new volume commands
Locking volume control to the new device will ensure your remote always sends the new volume commands.
This feature is likely referred to as volume lock or volume punch through in the instructions that accompanied your remote control.
Configure your PLAYBASE to work with these new volume commands
Go to Set up a remote control for help with this step.
Verify that the problem is solved
If the problem persists, try repeating the steps above, choosing a different manufacturer brand when programming the unused device key.
Eliminate annoying messages on your TV when using a universal remote
After you disable your TV speakers, your television might display an annoying or confusing message whenever you adjust the volume on the PLAYBASE. This could be a message reminding you that your TV speakers are off, or a volume indicator unrelated to the sound from your PLAYBASE. Try the steps below to configure your universal remote so this message no longer appears when you increase or decrease the PLAYBASE’s volume.
If you do not own a universal remote, Sonos recommends you purchase a Logitech® Harmony® remote.
If you are using a Logitech universal remote
If this remote is a new purchase, you will first need to set up a Logitech user account and install the Harmony Remote software. Then follow the steps below to add the PLAYBASE as a new device.
Use the USB cable provided by Logitech to connect your Harmony remote to your computer.
📘Note: If this remote is a new purchase, you will need to set up a Logitech user account and install the Harmony Remote software before proceeding.
Launch the Logitech Harmony Remote software or go to www.logitech.com\myharmony and login to your account. (Where you are directed depends on the Logitech universal remote model you purchased.)
Select the Add Device setting.
Choose one of the following options:
If you are using Logitech Harmony Remote software
Select Sonos as the manufacturer, and enter PLAYBASE as the model name/number. If the Sonos PLAYBASE is not in their database, you will be asked to add it.
Confirm that you've entered the information correctly, and then save your changes.
If you are using My Harmony website
Type Sonos as the manufacturer and PLAYBASE as the model name. If the Sonos PLAYBASE is not in their database, you will be asked to confirm your entry or make another choice.
Confirm that you've entered the information correctly, and then save your changes
If you are using another universal remote
Please follow the instructions on Eliminate annoying messages on your TV when using a cable, satellite, or set top box remote.
Turn off your television’s speakers
During the setup process you are prompted to turn off your TV speakers so the sound comes only through the PLAYBASE. While Sonos cannot provide instructions for every television model, please try the steps below.
If you cannot find the correct setting to turn off your TV speakers, please consult the owner’s guide that was packaged with your television.
Select the Menu or Setup button on your television’s remote control (not your cable remote control). An on-screen menu will appear.
Select the menu option that controls your television’s audio functions.
📘Note: This menu selection is most often labeled Audio, Sound, Tools, or Options or may display as a musical note icon.
Select the appropriate setting to turn off your TV speakers. Depending on your TV make and model, choices may include:
Off / On
External Speaker / Television Speaker
Audio System / Television Speaker
The choice in bold will turn the TV speakers off.
If none of these are applicable to your television, look for a setting that switches your TV output between variable and fixed and try switching the setting.
Can’t turn off TV speakers
You should make every effort to turn off your TV’s internal speakers. However some brands, including Toshiba and Dynex, may not include this setting. If you are unable to turn off the TV speakers, follow the steps below.
Using the volume control buttons on your television, turn the TV volume all the way down. Do not use the Mute button.
From this point forward use only the volume buttons on your Sonos app to adjust the PLAYBASE’s volume.
I have a new router
If you purchase a new router or change your ISP (Internet service provider), you will need to restart all your Sonos products after the router is installed.
📘Note: If the ISP technician connects a Sonos product to the new router, you only need to restart your wireless Sonos products.
Disconnect the power cord from all of your Sonos products for at least 5 seconds.
Reconnect them one at a time, starting with the Sonos product that is connected to your router (if one is usually connected). Wait for your Sonos products to restart. The status indicator light will change to solid white on each product when the restart is complete.
If your Sonos setup is completely wireless (you don’t keep a Sonos product connected to your router), you will also need to change your wireless network password. Follow the steps below:
Temporarily connect one of your Sonos speakers to the new router with an Ethernet cable.
Select Advanced Settings -> Wireless Setup from the Settings menu. Sonos will detect your network.
Enter the password for your wireless network.
Once the password is accepted, unplug the speaker from your router and move it back to its original location.
I want to change my wireless network password
If your Sonos system is set up wirelessly and you change your wireless network password, you will also need to change it on your Sonos system.
Temporarily connect one of your Sonos speakers to your router with an Ethernet cable.
Choose one of the following options:
Using the Sonos app on a mobile device, select Settings -> Advanced Settings -> Wireless Setup.
Using the Sonos app on a PC, select Settings -> Advanced from the Manage menu. On the General tab, select Wireless Setup.
Using the Sonos app on a Mac, select Preferences -> Advanced from the Sonos menu. On the General tab, select Wireless Setup.
Enter the new wireless network password when prompted.
Once the password is accepted, you can unplug the speaker from your router and move it back to its original location.
📘Note: Don't see Advanced Settings?
Your Sonos system may need to be updated. Tap Update Now if it appears on the Menu.
Are you part of our Sonos Beta program and using an iOS device? If you are, you’ll need to open the app on a device that’s not running iOS.
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