Question

Can't connect to WiFi - only ethernet.

  • 11 October 2020
  • 4 replies
  • 171 views
D

Hello - I just aquired a Playbase from a friend and he said he was unable to connect it via wifi but it works no problem via ethernet. I tried setting up the wifi network while it was plugged into the ethernet cable, but it kept saying the password was incorrect even as it wasn't. Am I just going to have to always have it connected via ethernet or has anyone had a resolution on fixing this issue?

 

Thanks!

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4 replies

Paul A
Userlevel 6
Badge +17

Hi @dburns1294.

Welcome to the Sonos community and thanks for reaching out to us. I understand that it can be quite confusing why the Sonos device is not working or connecting to our network. Let me help you out with this.

I would recommend temporarily connecting your Sonos Playbase to the router via ethernet cable and then check if it appears on the Sonos app.

I would suggest connecting the ethernet cable first before connecting the Playbase to power. If it appears on the Sonos app allow 3-5 minutes and try to submit a diagnostic. Please reply to this thread with the confirmation number once the diagnostic has been submitted so we can check what is going on with the Playbase.

Please let me know once everything is good with the diagnostic. We are always here to help.

Thanks,

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controlav
Userlevel 7
Badge +23

A few people have reported the failure of the WiFi card in Playbars over the last few years, so it is not beyond the realm of possibility that yours has the same problem.

Author of the leading independent Sonos app for Windows, the only Sonos app for Xbox, and a Sonos app for iOS
D

Hi @dburns1294.

Welcome to the Sonos community and thanks for reaching out to us. I understand that it can be quite confusing why the Sonos device is not working or connecting to our network. Let me help you out with this.

I would recommend temporarily connecting your Sonos Playbase to the router via ethernet cable and then check if it appears on the Sonos app.

I would suggest connecting the ethernet cable first before connecting the Playbase to power. If it appears on the Sonos app allow 3-5 minutes and try to submit a diagnostic. Please reply to this thread with the confirmation number once the diagnostic has been submitted so we can check what is going on with the Playbase.

Please let me know once everything is good with the diagnostic. We are always here to help.

Thanks,

Hi Paul - here’s the diagnostic number 394311041

Paul A
Userlevel 6
Badge +17

Hi @dburns1294.

Thanks for your immediate response and for submitting a diagnostic.

I would like to share with you the information indicated on the submitted diagnostic. Based on the provided diagnostic your Sonos Playbase indicates a wireless card failure. I would like to recommend contacting our technical support team for more in-depth troubleshooting steps or possible product replacement. Please provide the diagnostic number you have noted above to the technical support team. (394311041)

Please let us know if you still have further questions or concerns. We are always here to help out.

Thanks,

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