Sonos Help Transcript PDF

Sonos Bot (01/09/2023, 07:57:12): Hi, I'm the Sonos Bot. Sonos Bot (01/09/2023, 07:57:13): Let me know what you need help with and I'll get you to the right place. Sonos Bot (01/09/2023, 07:57:15): Menu Options: Help with a new or existing system Help with an order, return, or promotion A...

Sonos Bot (01/09/2023, 07:57:12): Hi, I'm the Sonos Bot. Sonos Bot (01/09/2023, 07:57:13): Let me know what you need help with and I'll get you to the right place. Sonos Bot (01/09/2023, 07:57:15): Menu Options: Help with a new or existing system Help with an order, return, or promotion Answer a question before I buy Learn more about Era 100 or Era 300 I'm not sure null (01/09/2023, 07:57:27): Help with a new or existing system Sonos Bot (01/09/2023, 07:57:29): Got it, thanks. Which of the following best describes what brought you through the digital door? Sonos Bot (01/09/2023, 07:57:32): Menu Options: Unable to connect to system Audio playback issues Product disappeared from app Setting up a product or system Sonos account and password issues More options null (01/09/2023, 07:57:48): More options Sonos Bot (01/09/2023, 07:57:50): Here are some more options... Sonos Bot (01/09/2023, 07:57:51): Menu Options: Update issues Question about S2 Home theater I still haven't found what I'm looking for null (01/09/2023, 07:57:55): I still haven't found what I'm looking for Sonos Bot (01/09/2023, 07:57:58): Please select how you'd like to proceed. Sonos Bot (01/09/2023, 07:57:59): Menu Options: Phone Live Chat Online Community null (01/09/2023, 07:58:05): Live Chat Sonos Bot (01/09/2023, 07:58:07): ^{"t":"formcard","b":"Sonos_Concierge_Bot","v":"formcard_contactdetails","objName":"ebotdata__Bot_Session__c","cKeyAPI":"ebotdata__Live_Chat_Transcript__c","chatKey":"5708V000003uJ6TQAU"}^ null (01/09/2023, 07:58:56): bus_TS_contactForm_submit Sonos Bot (01/09/2023, 07:59:03): Thank You Ivan Herselman Sonos Bot (01/09/2023, 07:59:05): Your email is [email protected] Sonos Bot (01/09/2023, 07:59:06): Give me a moment to connect you. Renz M (01/09/2023, 07:59:11): Hello, my name is Renz. Your case has been reassigned to me and I'll be happy to assist from here. Please allow me a moment to review your ticket so we can pick up where you left off. In the meantime, feel free to provide me with any additional details you think might be helpful. Renz M (01/09/2023, 07:59:40): Hi Ivan, how are you today? null (01/09/2023, 08:00:17): Well thank you. Just need some help woth the voice control feature not connecting to apple music Renz M (01/09/2023, 08:01:42): Thanks for letting me know, let me help you with voice control issue. null (01/09/2023, 08:02:13): I am using a sonos move. Renz M (01/09/2023, 08:02:48): What Voice service account are using? null (01/09/2023, 08:05:18): What is a voice service account? I just added the feature in the sonos app and selected apple music as the default service Renz M (01/09/2023, 08:06:09): I can see see that you added Sonos Voice account. null (01/09/2023, 08:07:33): Is just says “your music provider is not available for the moment, please try again later”. I have rebooted the device and removed voice control from the device as suggested in the articles Renz M (01/09/2023, 08:08:59): Thanks for the details, please give me 5 minutes to replicate the issue on my end. null (01/09/2023, 08:09:12): Thanks so much Renz M (01/09/2023, 08:15:16): Thanks for waiting, I'm able to switch mu Apple Music account as default music service for Sonos Voice. Renz M (01/09/2023, 08:16:00): Let's isolate the issue, please give me 5 minutes to check on the diagnostic test. null (01/09/2023, 08:16:24): Sure. Thanks Renz M (01/09/2023, 08:18:29): Thanks for waiting, I can see a wireless connection issue on your Sonos system. Renz M (01/09/2023, 08:18:35): Let me understand how Sonos connected to the internet through your network. What's the make and model of your router to check if there's anything we need to adjust on it? Please check the printed details on it. null (01/09/2023, 08:20:49): Huawei Echolite HG8240H Renz M (01/09/2023, 08:22:11): Thanks, is there any devices wired on ethernet ports of your router? null (01/09/2023, 08:23:48): No null (01/09/2023, 08:24:15): Other commands for voice control are working fine Renz M (01/09/2023, 08:25:59): Thanks, I'm able to command SVE on speaker and it plays from Apple Music. Renz M (01/09/2023, 08:25:59): Sonos Voice I mean. Renz M (01/09/2023, 08:27:03): What's the distance of Move from the router? null (01/09/2023, 08:27:32): 8 meters give or take Renz M (01/09/2023, 08:28:04): That's a bit far from recommended distance of 15-25 feet. null (01/09/2023, 08:28:25): I tried closer now, and still not working Renz M (01/09/2023, 08:28:51): Do you have access to the router settings, your router is on channel 1 which is congested, we need to change the WIFI channel to 11. Renz M (01/09/2023, 08:28:58): Do you know how to access the router settings? null (01/09/2023, 08:29:35): No, but I can look it up Renz M (01/09/2023, 08:30:26): Please open a browser on your tablet or PC and type in 10.100.100.1, it might ask for username and password, those details are printed on the router. null (01/09/2023, 08:33:42): It says the URL cant be shown if I search that url Renz M (01/09/2023, 08:36:15): Please don't search the IP address, you can input on the long white box or address bar and proceed. null (01/09/2023, 08:39:42): I am confused now. Please explain where you want me to input the ip address Renz M (01/09/2023, 08:40:45): Do you see https://www.google.com at the top? Please clear that and type-in 10.100.100.1. null (01/09/2023, 08:42:25): Its at the bottom and its google.co.za , but other than that, I replaced it and it isn’t finding anything Renz M (01/09/2023, 08:43:24): Are you using Chrome or Safari? null (01/09/2023, 08:44:02): Safari Renz M (01/09/2023, 08:44:58): Thanks, please look for the Router IP address printed on the router, it might have a different IP address that what I'm seeing from the test result. null (01/09/2023, 08:47:42): It isnt printed on the router unfortunately. I will ask my service provider to switch the channel and reach out if that doesn’t work