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Redlazza
Contributor II
Jul 19, 2020 9:07 PM UTC
Answered

Sonos Connect with no lights, missing from app

My Sonos connect was working fine, then just stopped (lost connection on SONOS) ethernet lights were solid green/ amber. Disconnected and switched off and on, white light flashed but system couldn’t recognise its existence. Switched off / on again but this time no white light. This is now how it appears. Has it finally packed up?

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Kyle A
Kyle AAnswer
Retired Sonos Staff
Jul 27, 2020 8:46 PM UTC

Hi @Redlazza, thank you for the update.

Looks like the condition of the connect is more serious than we initially thought.

I would recommend calling our technical support to assess the Sonos Connect.

This behavior is not normal for any Sonos speaker.

If you have other concerns, feel free to reach out.

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Kyle A
Kyle A
Retired Sonos Staff
Jul 19, 2020 10:17 PM UTC

Hi @Redlazza, thank you for reaching out and welcome to the community.

Here’s an article explaining what the LED lights mean. Sonos LED Lights

I would like to take a closer look, now that the Sonos Connect is not showing any LED light.

Plug it back into power and make sure the power cable is firmly connected both on the power outlet and the Sonos Connect.

It will start flashing white, telling you that is on the Boot-up sequence. Wait for it to stop flashing then check the app if it appears.

Take a diagnostic and I’ll take a look at your Sonos system. Settings > Help & Tips > Submit Diagnostic.

If you have other concerns, feel free to reach out.

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RedlazzaAuthor
Contributor II
Jul 20, 2020 6:47 AM UTC

Hi Kyle, thanks for the response. I’ll plug in and power up Connect today and then submit diagnostic. Cheers

 

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RedlazzaAuthor
Contributor II
Jul 20, 2020 7:03 AM UTC

Hi Kyle - submitted diagnostics - Connect was named “Lounge” - still no lights present on boot up .

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RedlazzaAuthor
Contributor II
Jul 20, 2020 7:37 AM UTC

Hi again - just checked SONOS connect and it now shows a green light on the front and the ethernet connections are constant green / orange

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RedlazzaAuthor
Contributor II
Jul 21, 2020 6:43 AM UTC

Hi Kyle, I’ve just submitted another diagnostics - this one is where the CONNECT is displaying a fixed green light and the ethernet sockets are fixed green/amber (no leads are connected) - not sure if this test differs from the first or of any help. 

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Airgetlam
Airgetlam
Jul 21, 2020 3:41 PM UTC

It would probably help Kyle or his co-workers if you were to post the number of the diagnostic in this thread. 

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Bruce
Kyle A
Kyle A
Retired Sonos Staff
Jul 26, 2020 5:27 PM UTC

Hi @Redlazza, sorry for the late response.

A solid green light means it’s on mute, it will show up in the diagnostic.

Thank you for taking the time to submit a diagnostic; could you please post them here so we can check.

 

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RedlazzaAuthor
Contributor II
Jul 26, 2020 6:30 PM UTC

Hi Kyle - I’m not sure (maybe stupid) but I’m not sure how to post the diagnostics - have I got them?

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Kyle A
Kyle A
Retired Sonos Staff
Jul 26, 2020 7:32 PM UTC

Hi @Redlazza, thank you for the update.

Here’s how to take a diagnostic Submit Diagnostics and then when the diagnostic is finished it will also show a confirmation number.

We can use that number to check the data the diagnostic has.

Update us with confirmation number and we’ll check the diagnostics.

 

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RedlazzaAuthor
Contributor II
Jul 26, 2020 9:09 PM UTC

Will do - thanks

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