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Troubleshooting

The following information helps resolve common problems and malfunctions with the sonoro STREAMER.

ℹ Before troubleshooting, always check the power supply, network connection and connected cables.

Device will not switch on

No power supply
  • Make sure the power cable is connected correctly.
  • Check the socket being used.
Device is in standby mode
  • Press the power button on the device or remote control.

Device does not respond

Temporary system error
  • Disconnect the device from the power supply for a few seconds.
  • Then reconnect the device.
Software does not respond
  • Restart the device.

No network connection

Router too far away or connection affected by interference
  • Move the device closer to the router.
  • Change the orientation of the Wi-Fi antennas.
  • Avoid metal surfaces or other shielding.
Router switched off or unreachable
  • Check that the router is working.
  • Restart the router.
Network set up incorrectly
  • Check the network settings.
  • Reconnect the device to the network.

→ See Network settings

No sound

Volume too low or muted
  • Increase the volume.
  • Unmute the sound.
Wrong source selected
  • Select the desired playback source.
Speakers connected incorrectly
  • Check the speaker cables.
  • Check the polarity of the connections.
No audio signal at the input
  • Check the connected source.
  • Check the cable connections.

→ See Connecting speakers

No sound via HDMI

TV does not support ARC/eARC on the port being used
  • Use the HDMI ARC or eARC socket on the TV.
Wrong audio format
  • Select “PCM” as the audio output format on the TV.
Faulty HDMI cable
  • Use a high-quality HDMI cable.

→ See HDMI

No sound via Optical

Wrong audio format
  • Select “PCM” as the audio output format on the source device.
Optical cable connected incorrectly
  • Check the plug connections.

→ See Optical

Bluetooth connection does not work

Bluetooth is already connected to another device
  • Disconnect the existing connection.
Bluetooth device is out of range
  • Reduce the distance between the devices.
Pairing failed
  • Remove the device from the Bluetooth list.
  • Restart the pairing process.

→ See Bluetooth

Internet radio does not work

Station temporarily unavailable
  • Try again later.
Network connection interrupted
  • Check the internet connection.
Station removed by the provider
  • Try other stations.

→ See Internet Radio

Streaming service does not work

User account not signed in
  • Sign in to the service again.
Internet connection interrupted
  • Check the network connection.
Service temporarily unavailable
  • Try again later.

→ See Streaming services

Remote control does not respond

Battery empty
  • Replace the battery.
Distance to the device too great
  • Reduce the distance.
Infrared sensor covered
  • Remove obstacles in front of the device.

→ See Remote control

Device switches off automatically

Sleep timer is enabled
  • Check the sleep timer settings.
Automatic standby mode active
  • Check the power settings.

→ See Sleep timer

→ See Display & Power management

Poor sound quality

Interference from nearby devices
  • Increase the distance from other electronic devices.
Poor cable connection
  • Use high-quality, undamaged cables.
Unsuitable sound profile setting
  • Check the Sound settings.

→ See Sound settings

Device becomes unusually warm

Ventilation openings are covered
  • Make sure the ventilation openings remain clear.
Installation in furniture or a rack without sufficient ventilation
  • Ensure sufficient air circulation.
High ambient temperature
  • Avoid direct sunlight.

Rack mounting problems

Device not correctly seated in the rack
  • Check the rack mounting.
Insufficient ventilation in the rack
  • Maintain sufficient clearance from other devices.
  • Use active rack ventilation if necessary.

Wall mounting problems

Device not securely attached to the bracket
  • Check the wall bracket and all mounting points.
Vibrations or resonances
  • Check that the device is securely mounted on the wall.

Smart Home

Unusual device activity with smart home

If unusual activity occurs on the device in connection with a smart home connection, such as the volume changing on its own, check the corresponding configuration of your smart home system.

Using incorrect communication objects can cause serious malfunctions. Disconnect the smart home system from the sonoro device and check whether the device then operates correctly.

For further troubleshooting, contact sonoro Support, your specialist dealer or the relevant system integrator.

Before performing a factory reset on the device, contact sonoro Support or your specialist dealer. Further diagnostic and troubleshooting steps can be considered together to avoid data loss or having to set up the device again.

If the problem persists after assistance from Support and no other solution is possible, a factory reset can be performed as a last resort. Then set up the device again.

→ See Factory reset