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sschwall
Contributor I
November 14, 2020
Answered

Playbase WiFi seems to have stopped working?

  • November 14, 2020
  • 22 replies
  • 762 views

WiFi seems to have stopped working on my playbase. I plugged in LAN cable and working now. I just submitted diagnosis report. Can you tell from that what is going on?

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Best answer by Simon B

Hi @sschwall, thanks for the update and for sending a diagnostic report of your Sonos system. I was able to check that there is an issue on the Wifi chip on your Sonos Playbase. For possible replacement option, I'll ask you to kindly contact our phone support team for further assistance and more in-depth troubleshooting steps and options for this issue. 

Let us know what you have in mind with the advice above.

The Sonos community is always here to help.

22 replies

Simon B
Simon B
Retired Sonos Staff
November 14, 2020

Hi @sschwall, Thank you for reaching out and welcome to the community. Sorry to hear about this issue on your Sonos Playbase, So we can check if there is an issue with the Wifi card of it. I’ll ask you to submit a diagnostic report for us to investigate further what could be causing this issue. You may reply to the thread with the confirmation number to assist you with this issue. 

Let us know what you have in mind with the advice above.

The Sonos community is always here to help.

Help others find useful content by clicking the like button and selecting the best answer to your question
sschwallAuthor
Contributor I
November 14, 2020

Diagnostics report # 2051913119

Simon B
Simon BAnswer
Retired Sonos Staff
November 14, 2020

Hi @sschwall, thanks for the update and for sending a diagnostic report of your Sonos system. I was able to check that there is an issue on the Wifi chip on your Sonos Playbase. For possible replacement option, I'll ask you to kindly contact our phone support team for further assistance and more in-depth troubleshooting steps and options for this issue. 

Let us know what you have in mind with the advice above.

The Sonos community is always here to help.

Help others find useful content by clicking the like button and selecting the best answer to your question
    Amaclachlan
    Lyricist I
    November 27, 2020

    I am having a similar issue. Playbase no longer connecting on WiFi, will connect on Ethernet. I am able to get surrounds and amp recognised but cannot get the playbase to successfully add these as surrounds and amp. I can however stream over work to the surrounds as a stereo pair. 

    sschwallAuthor
    Contributor I
    November 27, 2020

    You need to run diagnostics and send reference number to sonos technician on chat. They will be able to see what’s happening. I believe your playbase WiFi chip has failed. Common defect. This was my second, first was on a series 5. Both covered by sonos even though they were out of warranty. I have to give credit to Sonos they are very good about that. 

    Simon B
    Simon B
    Retired Sonos Staff
    November 27, 2020

    Hi @Amaclachlan  and @sschwall, Thank you for reaching out, and welcome to the community. That is correct, so that we'll be able to check the current status of your Sonos system, I’ll ask you to submit a diagnostic report to investigate further what could be causing this issue. You may reply to the thread with the confirmation number to assist you with this issue.  

    Let us know what you have in mind with the advice above.

    The Sonos community is always here to help.

    Help others find useful content by clicking the like button and selecting the best answer to your question
    Amaclachlan
    Lyricist I
    November 27, 2020

    The diagnostic confirmation is 567865971

    Simon B
    Simon B
    Retired Sonos Staff
    November 28, 2020

    Hi there @Amaclachlan, thanks for the update and for sending a diagnostic report of your Sonos system, upon checking the results of the report. It clearly shows that there is an issue with the Wifi chip of your Sonos Playbase. I'll ask you to kindly contact our phone support team for further assistance and more in-depth troubleshooting steps. They should give options for a replacement of your Sonos Playbase for this concern. 

    If there is anything else I can do for you, please, don’t hesitate to let me know.  
    We're here to answer any further questions you have.

    Help others find useful content by clicking the like button and selecting the best answer to your question
    Rogiervdlinde
    Contributor I
    November 29, 2020

    Hello, 

    I have a similar issue, all of a sudden my playbase lost wifi connection. Works with LAN cable. My play5’s work fine on the system. 
    Unfortunately unable to keep it wired since my modem is in a different part of the room. Diagnostic report has been sent.

    hope you guys can help out!

    Cheers,

    rogier 

     

     

    Simon B
    Simon B
    Retired Sonos Staff
    December 1, 2020

    Hi @Rogiervdlinde, thanks for reaching out and for sending a diagnostic report of your Sonos system, upon checking, same with @Amaclachlan, It clearly shows that there is an issue with the Wifi chip of your Sonos Playbase. I'll ask you to kindly contact our phone support team for further assistance and more in-depth troubleshooting steps. They should give options for a replacement of your Sonos Playbase for this concern. 

    If there is anything else I can do for you, please, don’t hesitate to let me know.  
    We're here to answer any further questions you have.

    Help others find useful content by clicking the like button and selecting the best answer to your question
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