I’ve got two play 5s in stereo and they have been working flawlessly for a month.
Now the right speaker disconnected and I cannot get it to reconnect whatever I do.
I’ve tried factory resetting, connecting to the router, everything.
The app gets as far as seeing there is a new speaker, when I press the button on the back, I hear the chime but then it says ‘error not connected’.
Every time.
Diagnostic 1423631518
Best answer by Anonymous
If the Play:5 is having wireless connection issues and it has been factory rest it would not setup properly. This also could point towards network equipment that can cause issues for Sonos when trying to setup into a new or existing system.
I can see a history of your submitted diagnostics showing communication issues for Sonos, very likely from tiredness affecting performance. I would suggest that you follow Bruce’s suggestion of temporarily Ethernet wiring this Play:5 after taking these steps:
The above steps will give you a refreshed network and Sonos products to connect into in the Sonos app. Look in the rooms tab first and make sure you see all of your re-booted Sonos products before you attempt to add the Play:5 back when it is Ethernet wired to the router or unmanaged switch from your router.
After you get the Play:5 added back to the system please follow up here with an updated diagnostic report and report number here with the Play:5 still wired to the network after the setup.
If you cannot get the Play:5 set back up and get a diagnostic report after the above steps then please call in and speak with a live agent using this link here.
Try wiring it directly to your router with an ethernet cable. If it shows up then, run another diagnostic, and either call Sonos, or post that number here. If it’s not connecting, Sonos can’t see if there’s a hardware issue in the speaker.
If the Play:5 is having wireless connection issues and it has been factory rest it would not setup properly. This also could point towards network equipment that can cause issues for Sonos when trying to setup into a new or existing system.
I can see a history of your submitted diagnostics showing communication issues for Sonos, very likely from tiredness affecting performance. I would suggest that you follow Bruce’s suggestion of temporarily Ethernet wiring this Play:5 after taking these steps:
The above steps will give you a refreshed network and Sonos products to connect into in the Sonos app. Look in the rooms tab first and make sure you see all of your re-booted Sonos products before you attempt to add the Play:5 back when it is Ethernet wired to the router or unmanaged switch from your router.
After you get the Play:5 added back to the system please follow up here with an updated diagnostic report and report number here with the Play:5 still wired to the network after the setup.
If you cannot get the Play:5 set back up and get a diagnostic report after the above steps then please call in and speak with a live agent using this link here.
I managed to set it up as new while connected to Ethernet. But then as soon as I put it where I need it it appears as ? In sterep pair and doesn't work. It's not an option to have it wired up in the position that I need it to be.
Diagnostic 1184614253
I'll try the steps above but I have reset my router tonight amongst trying everything.
If the Play:5 is having wireless connection issues and it has been factory rest it would not setup properly. This also could point towards network equipment that can cause issues for Sonos when trying to setup into a new or existing system.
I can see a history of your submitted diagnostics showing communication issues for Sonos, very likely from tiredness affecting performance. I would suggest that you follow Bruce’s suggestion of temporarily Ethernet wiring this Play:5 after taking these steps:
The above steps will give you a refreshed network and Sonos products to connect into in the Sonos app. Look in the rooms tab first and make sure you see all of your re-booted Sonos products before you attempt to add the Play:5 back when it is Ethernet wired to the router or unmanaged switch from your router.
After you get the Play:5 added back to the system please follow up here with an updated diagnostic report and report number here with the Play:5 still wired to the network after the setup.
If you cannot get the Play:5 set back up and get a diagnostic report after the above steps then please call in and speak with a live agent using this link here.
Please follow the previous steps with keeping the Play:5 temporarily Ethernet wired to the router. When you have done this step, then look in the rooms tab in the Sonos app next to browse and confirm you see the recently setup Play:5 in the rooms tab and then submit us a new diagnostic report and reply with that report number here.
If you cannot see the recently setup Play:5 in the Sonos app when it is Ethernet wired please call in for live agent assistance.
Ok it's wired to the router and connected in a stereo pair. It's the left speaker in the pair.
Diagnostic 1030509367
Is the WiFi card borked?
Thank you for your help!
Oh yeah I unplugged everything for 20 minutes earlier before trying and it was still not detected so I connected to router and submitted diagnostic.
Diagnostics number is 441530549.
Play 5 Gen 2 Right of stereo lost and unable to connect to wifi even after power cycle all modems, routers and speakers.
Diagnostics number is 441530549.
Play 5 Gen 2 Right of stereo lost and unable to connect to wifi even after power cycle all modems, routers and speakers.
Have you perhaps tried unpairing the two speakers to see if both then work standalone? If they do work, then try repairing them again and see what happens after that.
Diagnostics number is 441530549.
Play 5 Gen 2 Right of stereo lost and unable to connect to wifi even after power cycle all modems, routers and speakers.
Have you perhaps tried unpairing the two speakers to see if both then work standalone? If they do work, then try repairing them again and see what happens after that.
Will i lose trueplay if i unpair and repair?
Diagnostics number is 441530549.
Play 5 Gen 2 Right of stereo lost and unable to connect to wifi even after power cycle all modems, routers and speakers.
Have you perhaps tried unpairing the two speakers to see if both then work standalone? If they do work, then try repairing them again and see what happens after that.
Will i lose trueplay if i unpair and repair?
Yes, you would need to retune after re-pairing them, that’s if the suggestion gets them working.
+16Hi folks,
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