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Tom Hrbek
Trending Lyricist I
October 23, 2020
Answered

Playbase wire connection issue

  • October 23, 2020
  • 16 replies
  • 416 views

Hi all,

I am a lucky owner of playbase and 2 x play1s - working fine for 2 years with playbase wired, play 1s wifi connected.

Today after upgrading to S2 on my iphone x I got message the play1s needs to be reconnected.

Did not work out the regular way so I decide to factory setting the system starting with playbase.

Unplugged and re plugged with holding the join button till green flashing light but cannot find the playbase in the S2 app (I tried wifi an wired - neidther worked).

I can find play1s on the app but not the playbase anymore.

Can anyone help / suggest what to try?

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Best answer by Tom Hrbek

just get off the phone with Sonos support, the playbase wifi card is gone down.
They will replace my devise as only option free of charge, what is great.

Ken, thanks for your great support!!

16 replies

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Ken_Griffiths
Ken_Griffiths
October 26, 2020

Tom Hrbek,

My thoughts are to power off the router and all your Sonos products for 30 seconds, then bring them back online in this order…

  1. Modem/Router 
  2. Wired Sonos products
  3. Wireless Sonos products  

Give each device a minute, or two, just to settle and connect back to the local network before moving onto the next device.

Ensure that the mobile controller device complies with the sonos system requirements and is connected to the routers 2.4ghz band. Ensure the Sonos wireless radios have not been manually disabled on any Sonos product.

Consider resetting the Controller App and reconnecting it to the existing system. Ensure the App is logged into your Sonos Account in "System/Settings/Account" and perhaps check for any recent Sonos updates.

If still no joy after this things, then perhaps give the Sonos Customer Care Team a call. 

    Tom HrbekAuthor
    Trending Lyricist I
    October 26, 2020

    Hi Ken,

    thank you very much for your advices. I downloaded S2 mobile app and was able to advanced to next stage :-)

    Currently I connected both Play:1s and add them to the system but keep getting this mess, the System does not allow me to add surround speakers to my playbase.

     

     

    I unplugged the router, playbase and both satellites and power cycle back in the same order with 5 mins between.

    The satellites indicate “solid white” on LED as they are pared but cannot find them in the system.

     

    Ken_Griffiths
    Ken_Griffiths
    October 26, 2020

    Tom,

    A couple of questions...


    1. Can I just clarify that you have your PlayBase setup and working okay in the S2 App, albeit without any surrounds?

    2. Do you see your two Play:1’s in either ‘Settings/System”... or... ‘Settings/System/About My Sonos”?

    Tom HrbekAuthorAnswer
    Trending Lyricist I
    October 26, 2020

    just get off the phone with Sonos support, the playbase wifi card is gone down.
    They will replace my devise as only option free of charge, what is great.

    Ken, thanks for your great support!!

    Tom HrbekAuthor
    Trending Lyricist I
    October 26, 2020

    Tom,

    A couple of questions...


    1. Can I just clarify that you have your PlayBase setup and working okay in the S2 App, albeit without any surrounds?

    2. Do you see your two Play:1’s in either ‘Settings/System”... or... ‘Settings/System/About My Sonos”?

    I cannot see any Play:1s in the system due the faulty wifi card I guess

      Ken_Griffiths
      Ken_Griffiths
      October 26, 2020

      Okay (really sorry to hear about your PlayBase - good to hear that Sonos are replacing that for you - that’s their great customer service.👍) ..

       

      I’m just wondering if your Play:1 speakers are both wired to the router as the PlayBase maybe able to communicate with them over the wired network instead? If so, I would get those two speakers up and running and then simply remove them as surrounds, just for the time being and just run them as separate rooms.
       

      Once they are detached from the PlayBase, you can add your WiFi credentials back into the Sonos App in "Settings/System/Network/Wireless setup” you can then detach both from the router.

       

      Leave the two Play: 1’s setup as different rooms until your new PlayBase arrives as they will retain all your Household settings, services, playlists etc; which you can then restore to the new PlayBase when it arrives.

       

      It will save you having to reset up everything as a new system and you will not lose any settings/playlists/services etc.

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