Contributor I

Answered

ZP100 drops

Forum|Forum|1 year ago
December 12, 2024
10 replies
164 views

I have four 'new to me' ZP100s. Three of them set up no problem and have been working fine. The forth keeps dropping off the Connect app. If I run CAT directly to the switch the ZP100 still drops but the network port lights still flash. I've tried factory resetting and re-adding the product several times but it still does same thing. The other oddity is that the white status light on the front of the ZP never lights up - even during factory reset. I've gone into settings to make sure it's set to on and it is.

No support from Sonos since I'm not the original owner.

Anyone experienced this? I don't think it's power supply since the network port lights still flash.

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Best answer by Airgetlam

What does ‘No support from Sonos since I'm not the original owner.’ mean? As far as I’m aware, they answer all calls, whether you’re the original owner or not. What they care about is if you have the device in your possession. If they were concerned about ‘original owner’, they’d definitely need to change their installer support, since the installer, who may be calling in for assistance, isn’t the ‘original owner’.

If I were to guess, I’d suppose this ancient ZP100 has something wrong with it, but without looking at hard data, it’s a guess.

Older devices like the BRIDGE, built at the same time as the ZP100, are known to have variations in power, enough to cause trouble for a signal, but still enough to power lights on parts, which draw almost nothing, in the grand scheme of things.

Were I you, I would submit a system diagnostic, 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 Support staff, they have tools at their disposal that will allow them to give you advice specific to your network and Sonos system.

However, I wouldn’t hold out a lot of hope. You may have purchased the proverbial pig in the poke. And if the upgrade credit for that device has already been used, you may not have any attractive recourse.

AirgetlamAnswer

What does ‘No support from Sonos since I'm not the original owner.’ mean? As far as I’m aware, they answer all calls, whether you’re the original owner or not. What they care about is if you have the device in your possession. If they were concerned about ‘original owner’, they’d definitely need to change their installer support, since the installer, who may be calling in for assistance, isn’t the ‘original owner’.

If I were to guess, I’d suppose this ancient ZP100 has something wrong with it, but without looking at hard data, it’s a guess.

Older devices like the BRIDGE, built at the same time as the ZP100, are known to have variations in power, enough to cause trouble for a signal, but still enough to power lights on parts, which draw almost nothing, in the grand scheme of things.

Were I you, I would submit a system diagnostic, 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 Support staff, they have tools at their disposal that will allow them to give you advice specific to your network and Sonos system.

However, I wouldn’t hold out a lot of hope. You may have purchased the proverbial pig in the poke. And if the upgrade credit for that device has already been used, you may not have any attractive recourse.

Bruce

D

DSDirectAuthor

Contributor I

Bruce, thanks for the guidance. I will definitely take your recommended path as a start.

The credit has been recognized by the previous owner. He was very transparent about it and also that one of the units was causing issues.

Airgetlam

Given the age of the unit, it may be past rehabilitation, I fear. In technology terms, ancient tech. But hopefully, I’m wrong about that, and it will end up fine!

Bruce

D

DSDirectAuthor

Contributor I

I did submit the diagnostic to Sonos and one of the reps walked me through some checks but they deemed the unit defective :-(

D

DSDirectAuthor

Contributor I

Another update. I reconnected the unit to Sonos Connect. Was able, after several attempts, to get wifi disabled on it. Connected it via Ethernet to on of the other zp100's and connected that ZP10 via ethernet to my network switch. Has not dropped yet (after 20 mins). We'll see how it goes.

Maybe an issue with the wifi card or defective power supply not keeping up???

Should i just switch all to wired (Ethernet) for performance?

D

DSDirectAuthor

Contributor I

Another update - after 30 mins it dropped :-(

Airgetlam

My guess is a heat related fault in it. But as I respect the ‘don’t open our products, we’d prefer you not to electrocute yourself’ policies by Sonos, I’m afraid I can’t offer any additional assistance.

Bruce

buzz

With respect to the ZP100 white status light, they dim with age. In a dark room you may be able to observe a very dim glow.

Stanley_4

Grand Maestro

The Sonos Ethernet ports may be slower than the Wi-Fi link speed.

I recently unwired all my wired Sonos, had several wired for years, and find the new Controller features for Wi-Fi connected Sonos superior to the old :1400 page.

Airgetlam

That would be extremely unusual on a 10/100 Ethernet port, and a 802.11 b/g WiFi connection. A ZP100 is fairly ancient, in hardware terms.

Although if there were network issues….but they’d like affect both connection methods.

Bruce

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