CR100 won't connect, but iPad, ZP80, ZP100 are connected and working a-ok!!

R
Userlevel 2
Everything used to work perfectly….Then it all stopped working…so, started by rebooting my router.

I then hard-wired ZP80 and ZP100 via Ethernet to get them to connect.  SUCCESS! I can now control them both on my WiFi network from my iPad SONOS app.  That's all good!

HOWEVER, I cannot get the CR100 to associate with the ZP80 or the ZP100.  

How can I get the CR100 to re-join the party?

I've tried putting both ZP80 and ZP100 into the paring mode (pressing MUTE and VOL-UP)…and they both blink amber…but the CR100 just stares back at me, and eventually times-out.  

When it times out, after a few minutes, it says that no SONOS components are present, but I know better…and so does my iPad, which has no problem controlling both units.

I've also tried resetting the CP100 by pressing the following sequence:

<left soft button>
<middle soft button>
<mute button>
<middle soft button>
<back button>
..then scrolling down to "Turn Off CR"
..and pressing the Enter button

Once I put the CR100 in the dock, and it reboots, I try to pair it again…but no love.

Thanks.

BTW, see 4195270 diagnostics…which probably won't help, given that the ZP80, ZP100 and iPad are working just fine.  It's the CR100 that can't see the other units, so it's likely not going show up in the diagnostic report, either.
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386 replies

J
Hi, firstly sorry I know I am going back on a very old topic but hoping someone from support might be able to help.

Same old story of a cr100 that won’t connect.

I have connect amps all on sonosnet ok and been working fine for years. Was given an old but brand new cr100 and thought I would try to connect it for basic control functions.

Get notice that is was unable to connect.
I see from reading lots of posts that it could be an issue with a new firmware update on the connect not recognising or allow an original not updated cr100 to connect.

Some posts seem to show Sonos support was able to add a patch to the system to get it to connect and update.

Any way to get the support to get this to connect.
Thanks
ratty
Is this a brand new thing? For the last 6 months, my CR100 was connected to the SonosNet without any unit being connected to the router
It's always been the case. And you must have had a wired component otherwise there'd have been no SonosNet.
A
I recently changed routers and had to re-connect using a line to the router directly. All this worked except for the CR100. When connected via a wire to my router, the CR100 connects. The second I remove the wire, the CR100 disconnects. Please help me keep the CR100 connected. Thanks.

Hi Asilvers72, the CR100 Sonos controller is only able to connect to a SonosNet network. SonosNet network is created by having one Sonos units wired to the router at all times.

Is this a brand new thing? For the last 6 months, my CR100 was connected to the SonosNet without any unit being connected to the router
Max P
Userlevel 6
Badge +3
I recently changed routers and had to re-connect using a line to the router directly. All this worked except for the CR100. When connected via a wire to my router, the CR100 connects. The second I remove the wire, the CR100 disconnects. Please help me keep the CR100 connected. Thanks.

Hi Asilvers72, the CR100 Sonos controller is only able to connect to a SonosNet network. SonosNet network is created by having one Sonos units wired to the router at all times.
A
I recently changed routers and had to re-connect using a line to the router directly. All this worked except for the CR100. When connected via a wire to my router, the CR100 connects. The second I remove the wire, the CR100 disconnects. Please help me keep the CR100 connected. Thanks.
Jeff S
Userlevel 7
Badge +20
Dear greatest support staff, I have a similar issue with Two of my three CR100, they will not connect. I have had them all working prior to a recent move to a New home and I could get one of the units to connect to the bridge that I use for the sonos system but when the other two try they just dont find any system to connect to any help on this matter would be of great help. I have reset them and tried to connect but with no luck. Any assistance with this would be appreciated. I haven't used the controller for several years, and may think it is lagging in updating?
System is up to date as far as I can see except for this controller. System is connected to internet router via Lan from a Sonos bridge.

Hi Geekwork,

We can help you get your CR100s connected but we can only do so over the phone. Please give us a call and reference case number: 161217-001569. You can find our contact information here.
G
Dear greatest support staff, I have a similar issue with Two of my three CR100, they will not connect. I have had them all working prior to a recent move to a New home and I could get one of the units to connect to the bridge that I use for the sonos system but when the other two try they just dont find any system to connect to any help on this matter would be of great help. I have reset them and tried to connect but with no luck. Any assistance with this would be appreciated. I haven't used the controller for several years, and may think it is lagging in updating?
System is up to date as far as I can see except for this controller. System is connected to internet router via Lan from a Sonos bridge.
Jeff S
Userlevel 7
Badge +20
Hello Jeff -
I have the same problem connecting two CR100s I just bought. May I have a case number to call in with?

Confirmation number: 6722697

Thanks!

Hi aselkirk,

I've created a support ticket for you: 161108-000178. Please give us a call and reference that number, our number is found here.
A
Hello Jeff -
I have the same problem connecting two CR100s I just bought. May I have a case number to call in with?

Confirmation number: 6722697

Thanks!
Jeff S
Userlevel 7
Badge +20
Hi Jeff,

I am also having trouble connecting my CR100 to my system. It keeps saying that "A Sonos Component was not found"

My confirmation number is: 6676516

Any help would be appreciated.

Thanks!

Hi CNicolson,

Please give us a call and reference case number: 161024-001646. You can find our phone number and hours here.
C
Hi Jeff,

I am also having trouble connecting my CR100 to my system. It keeps saying that "A Sonos Component was not found"

My confirmation number is: 6676516

Any help would be appreciated.

Thanks!
Jeff S
Userlevel 7
Badge +20
Hi

I think it was this thread I used before...here goes!

I had a CR100 connected that worked after running a diagnostic on my system. I recently changed broadband provider and had to set up my system from scratch, now the CR100 isn't connecting to it. Can this be set up again?

Edit: I've just read the reply above. Do I need/can I have a case number to call please?

Hi Mascot Dec85,

I've created a support ticket for you 161016-000821. Please reach out to our phone team who can help get your CR100 connected. You can find our phone number and hours [url=http://www.sonos.com/en-ie/contact]here]/url].
M
Badge +2
Hi

I think it was this thread I used before...here goes!

I had a CR100 connected that worked after running a diagnostic on my system. I recently changed broadband provider and had to set up my system from scratch, now the CR100 isn't connecting to it. Can this be set up again?

Edit: I've just read the reply above. Do I need/can I have a case number to call please?
Jeff S
Userlevel 7
Badge +20
Dear greatest support staff, I have a similar issue with one of my two CR100, it will not connect. I have submitted a diagnostic 6603961, and maybe this patch would do the trick? I didnt use the controller for several years, and may think it is lagging in updating?
System is up to date as far as I can see except for this controller. System is connected to internet router via Lan from a Sonos bridge.
Looking fwd to hear from you. Btw, I have for some reason registered the system under 2 accounts, xxxxx@gmail (2011), and xxxxxyahoo.com 2008).

Hi yngve0508,

We can no longer apply the patch in order to get your CR100 connected. You can work with our phone team to get it connected though. Please give us a call and reference case number: 161003-000895. You can find our phone number and hours here.
Y
Userlevel 2
Dear greatest support staff, I have a similar issue with one of my two CR100, it will not connect. I have submitted a diagnostic 6603961, and maybe this patch would do the trick? I didnt use the controller for several years, and may think it is lagging in updating?
System is up to date as far as I can see except for this controller. System is connected to internet router via Lan from a Sonos bridge.
Looking fwd to hear from you. Btw, I have for some reason registered the system under 2 accounts, xxxxx@gmail (2011), and xxxxxyahoo.com 2008).
Jeff S
Userlevel 7
Badge +20
Evening all,

Just had a move around in the house and the CR100 won't connect . I've submitted a diagnostic report with No. 6567089.

Many Thanks

Hi Fiona,

There's a CR100 showing up in your diagnostic report. Is this a different CR100? Has the CR100 which won't connect been connected to your system before? Has it been factory reset?
F
Evening all,

Just had a move around in the house and the CR100 won't connect . I've submitted a diagnostic report with No. 6567089.

Many Thanks
Jeff S
Userlevel 7
Badge +20
I just purchases a used ZP100 and CR100. The owner says it worked fine since day one, but now it stopped connecting.
sent Diagnostic report 6511318
please send patch herb@shaw.ca and I'm not sure if the unit is still registered under the previous owner.
Thanks

Hi Herb,

Please reach out to our phone team who can help get your CR100 and ZP100 up and running. I've created a support ticket for you: 160906-001661. Please reference this number when you call in. You can find our phone number and hours here.
H
I just purchases a used ZP100 and CR100. The owner says it worked fine since day one, but now it stopped connecting.
sent Diagnostic report 6511318
please send patch herb@shaw.ca and I'm not sure if the unit is still registered under the previous owner.
Thanks
Jeff S
Userlevel 7
Badge +20
Same as eveyone else here i'm also having the same problem. I bough ta cr100 from ebay after my old one actually melted and i can't get it to connect to my existing system.

diagnostic report 6463615.

Hi Martin,

The process has changed to get your CR100 up and running. Please give us a call and reference this case number: 160820-000807. You can find our phone number and hours in your region here.
M
Same as eveyone else here i'm also having the same problem. I bough ta cr100 from ebay after my old one actually melted and i can't get it to connect to my existing system.

diagnostic report 6463615.
Daniel H
Userlevel 4
Badge +3
Hello Jeff,

I have the same CR100 problem and luckily a Bridge at version 6.2 can you apply the patch to my temporary Sonos setup (SonosID 109318675, Diagnostics reference 6447735)?* I'm guessing via this method I can update the CR100 to the latest firmware (is now at 4.0) and hook it up properly to my main system or else adding the Bridge temporary to my main system.

Thanks in advance and kind regards, Maarten

😉 on second thought I guess applying the patch might get a bit problematic with an outdated system firmware... but well, curious on your reply.
Hi Maarten, we have escalated this internally, our Engineering Team will reach out to you via email under reference: 160815-000463
M
Userlevel 2
Badge
Hello Jeff,

I have the same CR100 problem and luckily a Bridge at version 6.2 can you apply the patch to my temporary Sonos setup (SonosID 109318675, Diagnostics reference 6447735)?* I'm guessing via this method I can update the CR100 to the latest firmware (is now at 4.0) and hook it up properly to my main system or else adding the Bridge temporary to my main system.

Thanks in advance and kind regards, Maarten

😉 on second thought I guess applying the patch might get a bit problematic with an outdated system firmware... but well, curious on your reply.
Jeff S
Userlevel 7
Badge +20
Hi Everyone,

As of the 6.3 release we will no longer be able to apply the patch we have been using to get your CONTROL (CR100 and CR200) associated with the rest of your systems.

If you have a CR100 or CR200 controller which is not up to date and is not yet associated with your Sonos system you will need to call our support line for help in getting your CONTROL connected.

Our phone number and hours can be found here.
Jeff S
Userlevel 7
Badge +20
I have 3 CR 100's, and cannot now get any of them to connect. Can you help please... My Sonos ID is 109294123, and have just submitted Diagnostics - reference 6197246.
Many thanks!

Hi Altobabs,

You should now be able to connect your CR100s once you've run updates on your Sonos system. Please let me know if you run into any troubles.
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