Airplay issue with new Sonos One on Orbi network - "Unable to connect"

@willduck,

If you do find the answer to this, can you kindly post it back here too please, as it may assist myself and others too, if they encounter the same issue. Thanks.

Absolutely !

Update - had good chat support from Sonos then talked to Chona B this morning for 90 minutes who escalated to Howard W. Great, patient support from both of them - never asking stupid questions or going through daft diagnostic processes that are irrelevant to the issue (unlike many tech help desks).

Unfortunately the issue is not resolved but we have some more clues as to the symptoms … Howard has now escalated to the senior engineering team for review.

Thanks for your ongoing help !

Did the staff perhaps suggest powering off all the network devices, I mean your router/modem and all the Orbi hubs and speakers and bringing them back online in order…

• Router/Modem
• Orbi primary and secondary hubs
• Any wired Sonos device followed by the wireless devices

i just read that worked for one user on Reddit forum, so might be worth a try (if not done already)… there are quite a few reports of issues with Orbi and Airplay when i Google that topic.

Thanks Ken 

Yes, we tried that … I had already done it a few times over the weekend too … I powered them down, left the house, came back in and started all over again.  ;-)

The level 2 support engineer said that he had never seen this issue before across many Orbi/Sonos configs. We did see some interesting things that will help with diagnosis .. .for example, we switched from wired to wireless at one point and the Sonos could not see any SSIDs when it looked so we had to enter the name manually. 

I’ve now been pushed to level 3 engineering so fingers crossed. 

My personal guess is it might be something to do with multicasting, as mentioned/explained (simply) in this YT video (perhaps?)

But that’s just a guess.

I’ve tried toggling IGMP proxy - no effect.

Hopefully we’ll know soon - I’ve got my next session with a Sonos engineer at 2pm on Thursday

I had the call with an engineer … didn’t perform any further diagnostics but he had looked at the logs. He felt that the Sonos unit may be defective - they include a chip from Apple in the Sonos One which handles the handshake to support Airplay and he could see that this was getting into a loop and not resolving. He had seen one or two other instances where he believed the Apple chip was the problem so suggested we replace the speaker.

I will try and exchange today and see if that works - I’m still suspicious that some weird Orbi setting is the real culprit. 

Well I hope the exchange works for you.👍