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Can't connect to existing Sonos system after not having changed anything

  • August 21, 2021
  • 5 replies
  • 394 views
T

Hi there,

Earlier this week I could no longer connect to my Sonos system. I hadn’t changed anything but the app on my phone, table and desktop could not find the system. I then contacted Sonos using the auto assistant and followed all the steps but to no avail. They wanted to transfer me to a live agent but after a 30 min wait I gave up.

 

I use the Sonos S1 app having some Gen 1 Play 5 speakers, one Play 3 and one Play 1. Plus a Connect Bridge (also S1).

 

As mentioned I had not changed anything with my wifi or router but from one day to the next the system no longer worked. What can I do after having tried all these things (mainly re-booting and trying to set the system back to factory although I am not sure that was actually successful since the system is still not working).

 

This is all very frustrating and I would be grateful for some help. Or is the only way to actually call Sonos support? I have tried to find a solution on the forum but could not.

 

Many thanks in advance, Tim

Best answer by UKMedia

Hi Tim

Is it possible to connect one of your Sonos devices ( one that you have not factory reset)to your router with an ethernet cable, then remove and reinstall the Sonos App on your mobile device. Please let us know how you get on.

 

 

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5 replies

UKMedia
  • UKMedia
  • Answer
  • August 21, 2021

Hi Tim

Is it possible to connect one of your Sonos devices ( one that you have not factory reset)to your router with an ethernet cable, then remove and reinstall the Sonos App on your mobile device. Please let us know how you get on.

 

 

Remember: Sometimes Red Wine helps :)
Airgetlam
  • Airgetlam
  • August 21, 2021

And please do not do any further factory resets, as they not only tend to hide the original issue, but also delete logs that may be needed to help identify what is happening.

Bruce
UKMedia
T
  • timsander
  • Author
  • Contributor I
  • August 24, 2021

Hi both, thank so much for your help. Something did the trick. I am not sure what exactly since I tried so many things. But Sonos did ask me to do a factory reset so that’s what I had to end up doing. Tim

ratty
  • ratty
  • August 24, 2021

Plus a Connect Bridge (also S1).

It’s unclear whether this means a Connect or a Bridge. The former has audio capabilities; the latter is simply a network device.

If there’s a Bridge involved it should always be the first suspect. Their power supplies have a habit of losing voltage as they age. The typical symptoms are of intermittent connectivity failures.

A reboot or reset may solve things for the time being, but if the power supply is failing problems will eventually recur.

 

controlav
Airgetlam
Airgetlam
  • Airgetlam
  • August 24, 2021

If I still owned a BRIDGE ( and not a CONNECT), I would replace it with a BOOST, for exactly the reasons ratty listed. In fact, I did so, several years ago. 
 

As suggested, the power supply fluctuations on the ancient BRIDGE make analysis of network issues quite challenging. 

Bruce
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