Sonos Connect - cannot factory reset (flashing orange-white, never green)

  • 2 November 2022
  • 61 replies
  • 9596 views

Hi,

I hope you can help me reset my Sonos Connect.

After applying power with the pause button depressed, then releasing the pause button after about 15 seconds:

  • the led flashes white/orange forever
  • the led does not transition to green.
  • the network port (cable connected) flashes so the switch and network is working.

I have tried other combinations many times without success.

Any ideas please?  

Thanks

Rich


61 replies

Hey Johannes,

 

it looks like, SONOS has fixed the broken file on the Server. Both are now equal and it should work again, if you reset the SONOS connect. Please use a ethernet cable while you reset the device.

 

Best regards,

kRieSi

Thank you very much for your quick feedback! Unfortunately, my connect still flashes white/orange after the reset and does not turn green. I had seen it on the router under the designation 9f24dec8-d6fc-4373-93d3-8b10d54d751a and it had also received an ip. The connect is connected directly to the switch, so it may be defective after all.

Hey Johannes,

 

it looks like, SONOS has fixed the broken file on the Server. Both are now equal and it should work again, if you reset the SONOS connect. Please use a ethernet cable while you reset the device.

 

Best regards,

kRieSi

Hey all,

 

I had the same issue and I spent some time to analyze the issue (I used wireshark to analyze the traffic).

First, I got it up and running again.

The issue depends on a broken update file on a sonos website, which provides the firmware for a factory reset.

The sonos connect ( connected via ethernet ), tries to download the file from http://update-firmware.sonos.com/firmware/Prod/JFFS_Static_Link/connectx.upd (it has 17,3MB).

If you download it from the TLS website - https://update-firmware.sonos.com/firmware/Prod/JFFS_Static_Link/connectx.upd (it has 19,3MB) so it is a different file.

I decided to create my own webserer (apache) and I putted the non broken firmware file on it, after that I manipulated my local DNS, so that update-firmware.sonos.com point to my local server.

Then it tooks two minutes and the sonos connect stops flashing white and orange and it will come back to the flashing green state.

After that, I was able to pair it with the sonos app again. The app would like to install an update again, but this time everything is fine.

 

I guess that sonos has this broken file by mistake there. @Sonos - Please fix this, as you can see, im not the only one with this issue... Anyway im happy if you would like to provide me some voucher, because now of course, I will not return my ( now working ) sonos connect :-)

 

@ALL - This is how it fixed the issue for me. Of course this is not a guarantee that this will resolve your problem and you do everything at your own risk!

 

Best regards,

kRieSi

 

 

Hi kRieSi,

I also got the White/Orange Flashing lights Update Problem… Can you give me a more detailed info how you did this? The Links you posted will download the same connectx.upd file with 18.8 MB.

Thanks!

Hey all,

 

I had the same issue and I spent some time to analyze the issue (I used wireshark to analyze the traffic).

First, I got it up and running again.

The issue depends on a broken update file on a sonos website, which provides the firmware for a factory reset.

The sonos connect ( connected via ethernet ), tries to download the file from http://update-firmware.sonos.com/firmware/Prod/JFFS_Static_Link/connectx.upd (it has 17,3MB).

If you download it from the TLS website - https://update-firmware.sonos.com/firmware/Prod/JFFS_Static_Link/connectx.upd (it has 19,3MB) so it is a different file.

I decided to create my own webserer (apache) and I putted the non broken firmware file on it, after that I manipulated my local DNS, so that update-firmware.sonos.com point to my local server.

Then it tooks two minutes and the sonos connect stops flashing white and orange and it will come back to the flashing green state.

After that, I was able to pair it with the sonos app again. The app would like to install an update again, but this time everything is fine.

 

I guess that sonos has this broken file by mistake there. @Sonos - Please fix this, as you can see, im not the only one with this issue... Anyway im happy if you would like to provide me some voucher, because now of course, I will not return my ( now working ) sonos connect :-)

 

@ALL - This is how it fixed the issue for me. Of course this is not a guarantee that this will resolve your problem and you do everything at your own risk!

 

Best regards,

kRieSi

 

 

Hey Buzz,

 

I don’t think that it failed too fast, per se.  I just think it’s curious that so many of the same model had reported failures around the same time.  It’s not really a question of philosophy, nor of the lifecycle of electronics.  The real question is whether the failed unit can be resurrected or not (and if so, the steps to do so).  I think that’s the only question that the owners of these failed devices have.

I agree with you 100% - Sonos, as a stand up company, should calibrate as a team and say “Hey, we need to repair the product for free”, or replace it with a working one. The pennies that it cost them, is beneficial to gain loyalty with all customers.  But instead, “Send us your none working product, and we will give you 30% off.” REALLY? So you can fix it and sell it to a third party?  Why don’t take the 30% that you are loosing, and fix it for us and built loyalty??????? HELLO? 

Userlevel 7
Badge +22

Too close can be a problem. A meter is usually great, half that and things can get iffy.

Not always obvious to the clueless user either. I really appreciate the Sonos support that pointed out that I had two Sonos speakers about seven inches apart. In different rooms but backed up to the same wall. Minor movement of both and suddenly all was working fine.

Had the same issue and found a solution which was either one of two things, or a combination of both. I had two Sonos units in close proximity from each other and a relative distance away from our Wi-Fi hub. After an hour of the endless “white and orange blinking light” I moved the unit away from any other Sonos devices and plugged it in within closer proximity to the Wi-Fi hub. And it finally gave me a green light and allowed the app to pair up the old device again on our system. Maybe it was pure luck, but hopefully this can help others

Wrong thread

Hi, I had the same problem BUT it was solved by putting in an ethernet cable! Big thanks!

Userlevel 1

Good evening all. Thank you for being there in my moment of Sonos-based desperation! Just to give a flicker of hope to those of you facing this problem: my Connect is now working again after I turned it on whilst plugged in to the router with an ethernet cable.

Short history: moved flat; two Play 1 speakers hooked onto the new wifi straightaway without issue through the app; one Play 3 speaker needed a factory reset to appear in the app, but then hooked on without a problem; finally, my Connect was appearing in the app, but I too was getting the infuriating white flashing light when the app was telling me it should be green and that I should press the play button. Factory reset did nothing - the orange flashing light never turned green. So I turned off the unit, gave it 10 mins, and then turned it on whilst physically connected to the router with an ethernet cable. All sorts of flashing occurred in the cable, and then - BOOM - the front light on the unit turned green, and the Connect could be hooked onto the system as normal through the app. Good luck all of you - I hope you get the same lucky break.

I also had trouble of not getting the flashing light to turn green.  I took an Ethernet cord and plugged my Sonos device into the router.  I came back to it an hour later.  It was green.  I was able to connect and use my Sonos.

Then I’d suggest that you call Sonos Support directly to discuss it.

When you speak directly to the phone folks, they have tools at their disposal that will allow them to give you advice specific to your Sonos system and network.

Its worked for me every time I’ve had an unusual issue with my Sonos equipment. I have already done everything stated here and some.

I have dealt with it as a new device and no joy. I appreciate your input but this isn't my first rodeo with Sonos stuff. I just wanted to voice that its happened to me as well with no resolution.

Thanks!

 

Factory reset is almost never, ever the answer to the vast majority of issues that you might run into. As the previous poster suggested, connecting with an Ethernet cable, even temporarily, helps reconnect.

Now that you’ve factory reset, you should deal with this as if it’s a new device. Easiest is to follow the recommendation to connect it temporarily with an Ethernet cable, then use the ‘add a device’ function in the mobile controller. 

 

Factory reset is almost never, ever the answer to the vast majority of issues that you might run into. As the previous poster suggested, connecting with an Ethernet cable, even temporarily, helps reconnect.

Now that you’ve factory reset, you should deal with this as if it’s a new device. Easiest is to follow the recommendation to connect it temporarily with an Ethernet cable, then use the ‘add a device’ function in the mobile controller. 

Having the same issue. Was out of the office over the weekend and came back and it was flashing white. Tried to factory reset and now flashing amber and white. Tried everything I can think of and suggested online. No green light :(

I just got my Sonos Play gen 1 to go from forever flashing orange to green by plugging it in through an ethernet cable. It’s back up now. Maybe this can help someone who got stuck on their factory reset. Or maybe it’s ot, and not at all applicable to the Connect product? If so, please disregard this post. 

My Sonos Connect (2015) does not show what version it is S1 or S2. When I try S1 Android software it cannot recognize Sonos. When I try S2 software it finds Sonos but cannot connect Sonos to wi-fi. At the stage to connect to SONOS wi-fi it stops recognizing device. Is there some way to find out what S version it is?

Try looking in the "system tab" in your online Sonos account, it should identify the version there. As a bit of a general rule anything older than March 2015 is Gen-1 (S1 App only)

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My Sonos Connect (2015) does not show what version it is S1 or S2. When I try S1 Android software it cannot recognize Sonos. When I try S2 software it finds Sonos but cannot connect Sonos to wi-fi. At the stage to connect to SONOS wi-fi it stops recognizing device. Is there some way to find out what S version it is?

Userlevel 7
Badge +22

No help for your dead unit but as we have iffy power here I plug every Sonos into a good quality surge suppressor. Plug a lot of other stuff into them too, not just a Sonos issue!

I’ve had very good luck with Trip_lite units over many years, just buy based on the specs, not looks or price. Amazon links here but you might find better prices elsewhere.

 

Four to eight outlets, these are my gold standard, had a couple burn their inner parts to ash absorbing a surge, the plugged in devices survived. 

https://www.amazon.com/gp/product/B00005119M/ref=ppx_yo_dt_b_search_asin_title?ie=UTF8&th=1

Nice for Play 1s, 3s and Ones, small.

https://www.amazon.com/gp/product/B00006B81E/ref=ppx_yo_dt_b_search_asin_title?ie=UTF8&th=1

Compact and higher rated than the small one above.

https://www.amazon.com/gp/product/B0000510R4/ref=ppx_yo_dt_b_search_asin_title?ie=UTF8&th=1

Really low rating, I’d get something better.

https://www.amazon.com/Tripp-Lite-Protector-INSURANCE-TLP6B/dp/B006KAP4AK?ref_=ast_sto_dp

Bottom line: There are no user remedies beyond reboot or Factory Reset. The cold Factory Reset has helped a few users for an unknown period. SONOS does not repair units or provide any repair documentation.

There are a few 3rd party repair agents in Europe that could likely repair the unit. If you are a DIY, there may be some discussions about this issue, however, replacing memory will require surface mount soldering skills.

As much as I respect the opinions provided, it’s a binary question.  Can a failed unit be made to work again?  That’s it; none of the other hand wringing or pontificating has any practical application.  Thus far it appears that the answer to the question is no.  There has not (yet) been a remedy discovered.

Hey Buzz,

 

I don’t think that it failed too fast, per se.  I just think it’s curious that so many of the same model had reported failures around the same time.  

To some extent this is a hospital. Here, “everyone” is sick. Unfortunately, we don’t have enough data to declare that xx% of the units have or will fail with this issue at this point in the unit’s life. With a large complex device, such as an automobile, an ideal product characteristic would be that all subassemblies would turn to dust on the same day. This would save the owner from experiencing an ever increasing string of more and more expensive repairs until ultimately deciding that no more attempts should be made to support the remaining usable parts.

Hey Buzz,

 

I don’t think that it failed too fast, per se.  I just think it’s curious that so many of the same model had reported failures around the same time.  It’s not really a question of philosophy, nor of the lifecycle of electronics.  The real question is whether the failed unit can be resurrected or not (and if so, the steps to do so).  I think that’s the only question that the owners of these failed devices have.

Mother nature is never fair. At some point all electronics will fail. Failures tend to be age related and the failure signature will change with age. Large service centers become familiar with a given model’s failure signature(s). If you simply give a model number, the center can likely describe your symptoms. If production control on model XYZ is very tight, all or most XYZ’s will fail at approximately the same time. This failure could occur after a few days, weeks, or decades. Warranties are designed to protect the user from manufacturing defects that will show up in the early weeks. It is possible to design units that have an expected life of decades, but these units cost more than a few hundred dollars.

I’m aware of a high quality speaker design that suddenly started experiencing problems. A driver would simply fall apart. This was new production. Production from years past was not having issues. Worse, the replacement part would fall apart in shipment. It took a few weeks to shake this out, but the failure was ultimately traced to units assembled over a three day period by one individual on the production line. Naturally, customers were annoyed, but protected by the warranty.

If you think that a unit has failed too soon, it pays to check with the manufacturer because there may be a known issue that affected one batch of product and the manufacturer might extend the warranty on that batch.

I have the same issue.  Went away for 2 weeks (with the Connect:Amp plugged in and on), but upon my return it did not work.   Same issue as OP and others above.

 

I have 4 Connect:Amp devices, and the other 3 work fine.  All are hardwired with Ethernet.

 

Factory reset was not helpful - I can get to the point where it asks to press the button (which I do with all of my might), but with no positive result.

 

 

I am not sure what to do, now that I have 3 working Connect:Amp devices and one broken one.  I suppose I could buy another one (used on eBay or something). 

 

It does seem like a lot of us are having this problem all of a sudden, but again we are a self-selecting group.

 

If anyone makes any headway, please keep this group posted.

 

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