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Marten H
Contributor I
November 24, 2024
Answered

Unable to Reconnect Sonos Connect Gen 2 After Factory Reset

  • November 24, 2024
  • 13 replies
  • 961 views

I have a single Sonos Connect Gen 2 in my setup. It is connected via Ethernet, and WiFi was previously deactivated. After encountering sound issues, I decided to reinstall the system. I deleted the Sonos app, reinstalled it, and performed a factory reset on the Connect.

The Sonos app finds the system and prompts me to press the pause button. After doing so, I get an error message stating that it cannot connect to “”. I tried changing the WiFi name and connecting to a different network, but no wired or WiFi networks are detected.

I suspect the Connect's WiFi is still disabled, and the installation process cannot reactivate it. I'm now stuck and unable to complete the setup.

Please assist with resolving this issue or provide guidance on re-enabling WiFi to complete the setup process.

Thank you.

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Best answer by John B

I suspect that the Connect software  is just too old for a user to  be able to create a new system. You should call Sonos Support - they can normally force through things that we cannot, and get it set up.

13 replies

John B
November 24, 2024

Hi. Does "single Connect"" mean you have no other Connects or that your system consists of a single Connect (or rather  used to consist)? Are you resetting up a system or adding the Connect to a system that already exists?

S1 or S2?

    Ken_Griffiths
    Ken_Griffiths
    November 24, 2024

    The order in which you may have done things, might ‘possibly’ be your issue here. You mention you reset the Sonos App, reinstalled it and then performed a factory reset of the Connect, which presumably was using a wired ‘SonosNet’ connection, so it might be the case you connected the App back to the ‘existing’ Sonos Household, whereas if it’s your one and only device you will need to create a brand new Sonos HH and not use the existing one.

    My thoughts are to try this (assuming it’s your one and only Sonos product) factory reset the Connect and also then reset the mobile Sonos controller App … On opening accept the T&C’s and first create a new Sonos System/HH to which you then add your reset Connect that will have a flashing green statue LED and continue on from there.

    Note too that your mobile Sonos controller device must meet the system requirements mentioned here…

    https://support.sonos.com/en-us/article/sonos-app-requirements

    The WiFi network should ideally be 802.11b/g/n compatible (2.4Ghz band) and use security mode WPA2 Personal.

    If problems persist, then perhaps try wiring the Connect to the LAN.

    Only do the above though if the previously reset Connect is your one and only Sonos product.

     

    Marten HAuthor
    Contributor I
    November 25, 2024

    Thank you for the responses.

    I hope the following text answer the questions:

    My system is a single Sonos Connect Gen 2 running S2-generation software. After wiping everything to start fresh, I no longer have a functional system.

    I launched the Sonos app to set up a new system. I followed the instructions and reached the step where the Connect's status LED flashes green. After pressing the button on the Connect as instructed, I received an error message saying it cannot connect.

    I am using a Samsung S21 phone with the latest Android version.

    The issue is that I cannot install the system either over a cabled LAN or via WiFi. No networks are identified, even after disabling all network security. I also tried manually entering the WiFi name and password, but it still won't connect. Additionally, I cannot find an option in the Sonos app to set up the system via the LAN connection.

    Ken_Griffiths
    Ken_Griffiths
    November 25, 2024

    Thank you for the responses.

    I hope the following text answer the questions:

    My system is a single Sonos Connect Gen 2 running S2-generation software. After wiping everything to start fresh, I no longer have a functional system.

    I launched the Sonos app to set up a new system. I followed the instructions and reached the step where the Connect's status LED flashes green. After pressing the button on the Connect as instructed, I received an error message saying it cannot connect.

    I am using a Samsung S21 phone with the latest Android version.

    The issue is that I cannot install the system either over a cabled LAN or via WiFi. No networks are identified, even after disabling all network security. I also tried manually entering the WiFi name and password, but it still won't connect. Additionally, I cannot find an option in the Sonos app to set up the system via the LAN connection.

    It might be best/easier to perhaps speak with Sonos Customer Support direct - I recommend you give them a call. Here is a link to contact the Staff…

    https://support.sonos.com/s/contact

      John BAnswer
      November 25, 2024

      I suspect that the Connect software  is just too old for a user to  be able to create a new system. You should call Sonos Support - they can normally force through things that we cannot, and get it set up.

        Marten HAuthor
        Contributor I
        November 25, 2024

        I am using an old UNIFI AP Long Range b/g/n certified for the WIFI.

        Marten HAuthor
        Contributor I
        November 25, 2024

        Yes, You are probably right. I will call the support. 

        John B
        November 25, 2024

        You implied you have tried doing the setup with the Connect wired?

          Ken_Griffiths
          Ken_Griffiths
          November 25, 2024

          I am using an old UNIFI AP Long Range b/g/n certified for the WIFI.

          I ‘think’ you may have to enable ‘multicast discovery’ on your unifi WiFi device too - have you explored that, as mentioned on the manufacturers website? I mention it based on what I just read here at the below link:

          https://help.ui.com/hc/en-us/articles/18930473041047-Best-Practices-for-Sonos-Devices

            Marten HAuthor
            Contributor I
            December 1, 2024

            Thanks Ken, you outshine the Sonos support. I only got questions from the support and no real answers.
            I allowed the Sonos system (MAC address of Sonos) to send broadcast messages on my WIFI. Now the system is installed and running again.

            Sonos design is “fun”. I have not reconfigured anything after the installation. My Sonos system is not connected over my WIFI, it is connected over the LAN, as I want. Great.
            Thanks. BR / Marten

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