Ethernet-connected Play 5 keeps disconnecting

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My ethernet-connected Play 5 keeps disconnecting. I unplug and restart the device and it works again for a few hours but then can’t be found again. The rest of the network (wifi) works just fine.

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AirgetlamAnswer

Sounds like a potential ethernet card failing...or something in that area of the device. I would recommend that you submit a system diagnostic within 10 minutes of getting it reconnected (not while it is disconnected, as it wouldn’t show up at all) , and call Sonos Support to discuss it.

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. And many of those things are not available to those of us who frequent these boards.

Bruce

R

Ralpfocus

Prodigy III

What sort of network do you have and how is the Play5 connected, direct to the router or some other means? Wifi should not be an issue if you are connected via ethernet

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sollenelAuthor

Contributor I

Hey Ralpfocus,

It is connected directly to a Netgear Nighthawk router/modem combo via ethernet. I have not made any network changes in the last week, so I am not sure why this is happening all of the sudden.

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AirgetlamAnswer

Sounds like a potential ethernet card failing...or something in that area of the device. I would recommend that you submit a system diagnostic within 10 minutes of getting it reconnected (not while it is disconnected, as it wouldn’t show up at all) , and call Sonos Support to discuss it.

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. And many of those things are not available to those of us who frequent these boards.

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Bruce

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