Sonos Connect with no lights, missing from app

Hi Kyle

Had to connect the CONNECT to the bridge which is connected to the router - couldn’t use one of the two connections on the router as one goes to the Sky box (dare not unplug) and the other to the bridge which brought the SONOS network down. So here is the diagnostic number for the test run: 816127493

Cheers

Hi again - disregard the last diagnostic report number (forgot to plug in the CONNECT) - please use 1179876902

Apologies

Hi @Redlazza, Thank you for the update.

It’s fine, no need to apologize. I checked both diagnostic and the Connect is not showing up.

When you plugged in the Connect to power did you wait for it to finish the boot-up sequence before taking the 1179876902 diagnostics?

If not, please take a diagnostic so we can see the Sonos Connect.

I would like to know the lights it showed when you plugged it back in as well.

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

Hi Kyle

When the power lead is inserted into the CONNECT there is no sign of anything booting up (pressing any buttons does not cause anything to happen - if left long enough the ethernet sockets at the back both show green/amber lights in constantly, even if there are no leads attached, and the mute button sometimes shows a green light on constantly.

????

Ok Thanks for trying

My connect is doing the same thing, flashing white light and cannot be found by the system.  4 other Sonos products are being found.  What have people learned here?  Why won’t Sonos tell us either do this OR this means your unit is dead?

Most of these cases are covered in the LED states FAQ. However, it’s hard to be definitive with just blinking lights, for the more definitive knowledge, you’d need to submit a system diagnostic, and call Sonos Support to discuss it, or post the diagnostic number here for a Community Moderator to pick up.

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 phone folks, there are more options available beyond just the diagnostic analysis.

Thanks Airgetlam - I wonder what help a diagnostic would provide since the Connect is not showing up as being in my system?

Since I’ve never seen the contents of a diagnostic, I’ve no idea. But it’s a great way of providing them with enough hard data to open a conversation.