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Issues with Connect

  • March 30, 2025
  • 4 replies
  • 51 views
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I have an old system that has been working fine until recently. The system comprises a Play:1, a Play:3 and a Connect, connected to a HiFi.

I have a music library on a Synology NAS.

The Connect is hard wired (ethernet), while the Play:1 and Play:3 connect wirelessly.

I can play from my library to the Play:1 and Play:3 without a problems. Radio also works just fine.

The Connect however will not play from the library. It gives the error: 

    Unable to play “song file name”, access to “server share” is denied.

The same song will play on the Play devices just fine, so I don’t think there is a Synology rights issue. However, the Connect will happily play Radio streams, which also suggests that the Connect is working fine.

Any idea what the problem with the Connect and library might be?

Many Thanks,

Neil Attard

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4 replies

Airgetlam
  • Airgetlam
  • March 30, 2025

Seems odd, certainly. Is your system on S1 or S2? While that may not make a difference, it might be helpful to know.

Have you rebooted all three devices? The CONNECT, the router, and the Synology?  The fact that the other two speakers are working makes me wonder if there’s some sort of issue with the CONNECT, but rebooting ‘all’ is precautionary. In case it is a hardware issue with the CONNECT, I would recommend that you submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it. Don’t post the resulting diagnostic number here, they get sensitive about GDPR.

There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.

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

Bruce
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  • Neil Attard
  • Author
  • Contributor I
  • March 30, 2025

Thanks for the reply Bruce.

It is an S1 system, same result whether using the Sonos S1 App on Windows or on my Android phone to attempt to play music from the library.

I have rebooted the connect (made no difference), I’ll try re-starting the other devices. If still no joy, I’ll send in a diagnostic tomorrow.

Cheers,

Neil

Airgetlam
Airgetlam
  • Airgetlam
  • March 30, 2025

Just make sure you call in afterwards. Just submitting one won’t elicit a response. 

Bruce
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N
  • Neil Attard
  • Author
  • Contributor I
  • March 31, 2025

Just an update if anybody is interested.

I spend almost 2 hours on the phone to Sonos this afternoon.

  • We tried connecting the system fully wirelessly (previously connect was connected via ehternet).
  • We tried a factory reset of the Connect.
  • We set the system up again from scratch, including importing media library again from the Synology from scratch.
  • We tried different amp connected to the Connect (despite Connect playing radio stations through the amp just fine).
  • I submitted multiple Diagnostic reports.

None of this seemed to make any difference at all.

Finally, we tried grouping the faulty connect with other speakers and gained first breakthrough. If we set music playing on one of the Play devices first, and then group with the Connect, it will play back through the Connect just fine. I can’t ungroup though, as soon as I do that, it stops playing.

So, I have a working solution of sorts, albeit far from ideal.

Unfortunately, resetting everything lost the connection to my Alexa devices, which are now having trouble re-connecting, so I feel after a significant investment in time this afternoon, I’ve taken one step forwards (Group playback) and two steps back (lost Alexa control).

Sigh.

Neil A

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