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Troubleshooting Custom Channels on Sonos

If you're having trouble using Custom Channels with your Sonos system, don't worry — most issues are caused by Sonos connection or app errors, and they’re easy to fix.

Common Issue and How to Fix It

"Unable to Browse Music"

This usually means there's a problem with how Sonos is connecting — either to your network or to Custom Channels.

Fix: Reset the Sonos app on your phone or computer.

  • On mobile:
    Open the Sonos app → Go to Settings > App Preferences → Tap Reset App

  • On desktop:
    Click Help in the top toolbar → Select Reset Controller

Then reopen the Sonos app and try again.

Optional Fix: Remove and Re-Add Custom Channels

If you're still having issues, try removing and re-adding Custom Channels as a music service in the Sonos app:

  1. Open the Sonos app

  2. Go to Settings > Services & Voice

  3. Tap Custom Channels

  4. Select Remove Account

  5. Then tap Add a Service, search for Custom Channels, and sign in again

Still Not Working?

Sometimes the issue is deeper within the Sonos system. Here's what to do next:

  1. Submit a Diagnostic Report in the Sonos app:

    • Tap Help > Submit Diagnostics

    • Save the confirmation code

  2. Contact Sonos Support:

Let them know you're using Custom Channels as your music service.