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I can't pinpoint exactly when it started, but our Sonos Play 5 (Gen 2) is no longer visible and can't be added to our Sonos network.

 

When we try to Add Product, it is undiscoverable by Wifi only.

When we connect via Ethernet, it can be found and we can walk through the 'Adding process' until we finally receive the message 'Your Play:5 has been added, but may not appear in the System tab. If so, unplug the power cord and plug it back in to finish the setup from the System tab'.

 

Immediately after that, the system automatically tries to take us through the 'Add Product' process again, but this time we eventually get the message 'Your mobile device couldn't connect to your Play:5. Make sure the Play:5 is connected to power.'

 

If we unplug and walkthrough the process again, we eventually receive this message: 'Your Play:5 couldn't be set up. Unplug the power cord, plug it back in, and try again.'

 

This is incredibly frustrating. We've tried restoring factory settings 5+ times and keep experiencing the same loop.

 

All other Sonos' on our network (A Soundbar, a Play:1, a Play:3, a Play:One and a Symfonisk) work completely fine with no trouble.

 

Please can you advise what we can do to get this Play:5 back on the same network?

 

Many thanks

I would suggest to power off your router and Sonos devices and reboot with at least one of the Sonos devices wire connected to your router (e.g. the Sonos One) and finally power on the Play:5. This may remove duplicate ip addresses and will (re-)initiate the sonosnet.

 

And, in addition to el rubio’s suggestion, if that fails, you may want to temporarily plug it in to your router via ethernet so that it does show up in the Sonos controller, and then submit a system diagnostic , and call Sonos Support to discuss it. There is the small possibility that the wifi system has failed on that device, and a diagnostic should help Sonos folks identify whether that’s the case or not. And if it’s not a failure of the wifi system, they’ll be able to help you get it back on your network, again, if el rubio’s suggestion fails. 

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. 

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