I opened the S1 app on my phone (Pixel 9) to adjust the EQ on my old Play:5 and it was not seen in the app. Spotify was playing at the time, no issues.
The Play:5 is connected to an ancient bridge (on its third power supply, lol)
I factory reset and re-added the device but only succeeded via a wired connection after many tries. After that the device works on wired, including with the S1 app. But once I unplug from the ethernet the S1 app stops seeing it, while Spotify just keeps on working as before.
If I attempt the “find missing product” procedure it responds immediately when I press the buttons on the Play:5 but fails to connect. In other words, it immediately detects the device when the pairing buttons are pressed then fails to find the device it just detected buttons being pressed on. 10/10, no notes, perfect user experience. ;-)
S/N: 000E585F90202 (hopefully there’s some telemetry that can get this sorted.
S1 app cannot see Play:5 on wireless - yet Spotify works fine.
First, erase your data from this public website, Sonos (I assume due to lawyers and PID) will reprimand you unless you do. And unless you submit a system diagnostic within 10 minutes of experiencing this problem, there will be no data stored by Sonos…local data appears to be about 10 minutes, and unless you place it on Sonos’ servers by submitting that diagnostic, no one at Sonos will be able to access it.
Especially troubling is the fact that you performed a factory reset, which, as part of its process, deletes any error files that would normally get submitted with a diagnostic.
As the Sonos app probably uses a different ‘discovery’ process than Spotify does, that’s probably why the Sonos PLAY:5 was continuing playing. I’d try a network reset, by unplugging all Sonos devices from power, and then rebooting your router. Wait two minutes, then plug back in your Sonos, without performing that factory reset. Wait two more minutes, then open your S1 controller, and see if the device shows up.
If it doesn’t, I would recommend that you call Sonos Support to discuss it. Unfortunately, Support doesn’t frequent this website, only Sonos Forum moderators.
When you speak directly to the Support staff, they have tools at their disposal that will allow them to give you advice specific to your network and Sonos system
- I cannot edit the post so I cannot remove the “personal” information. I assume you're referring to the SN. If they want to “reprimand” me for that (whatever that entails), so be it.
- The system diagnostics guidelines in the S1 app state: “Sonos recommends that you submit diagnostic information on when requested by a Sonos Customer Care team member.” So, I’ll do that if asked.
Anway, I’ve done all the “turn it off and back on again” procedures. Rebooted my udm pro, all my APs, etc.
I usually consider the reprimand to be a ‘slap on the wrist’. At most, they’ll edit your post for you (there is a limited time in which you can do so, but I suspect they don’t have that limitation). Just trying to save you, guess I wasn’t fast enough. The challenge also is that someone could potentially call in and use that S/N to claim a discount, possibly.
What has happened after your ‘turn it off and back on again’ process?
I suspect when you call in, they’ll want you to reproduce the issue, and then submit the diagnostic. As I understand things, the data sent in isn’t infinite, so if it’s been longer than about 10 minutes, it’s likely aged out of the files.
So, it turns out it was the bridge all along. Insert (scooby-doo meme here). It’s been in the system for a long time. Just unplugging it and re-onboarding all the devices to just use WiFi did the trick.
All in all a decent resolution but man, the weirdness with the app was super frustrating.
That is why so many are recommending pitching the Bridge as a preemptive strategy.
Boost isn't as bad but it too is well past the best use by date.
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