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keep getting Not Connected

  • July 15, 2025
  • 4 replies
  • 106 views
J

Setting up/transitioning preexisting player and connect amp system in new home, and I keep getting Not Connected. The system has worked on and off, but I can’t seem to get it reliably connected and usable on my network. I have mesh wifi and ethernet. I have connect amp connected via Ethernet and playbar connected via WiFi, or at least that has worked previously. Now when attempting to use the system I get the Nit Connected and when attempting to Update Network in System Settings, it sees the devices, but keeps telling me I need to do a Factory reset on the devices, which I have now down 2-3 times on each device. Help!

 

Best answer by Jamie A

Hi ​@jmcarpe, welcome to the Sonos Community!

I’m sorry to hear that you’re having issues getting your speakers connected.

Since you have a new Wi-Fi network, and products that don’t support Bluetooth Low Energy (BLE), your options to get them connected are either; Connect them via Ethernet or Factory Reset them. Our community users also suggest changing your Wi-Fi networks SSID and password to match the old one saved in your Sonos products, that way they should just automatically connect.

However, since you’ve Factory Reset your speakers, you’ll have to go with that option and set it up as a new system. If you follow the steps listed in the article, you should get both of your products showing in the app again while also updating your network settings, specifically the steps:

  1. Factory reset each Sonos product in your system. This will erase all existing system data, including settings, Sonos Playlists, and Sonos Favorites.
  2. Close and re-open the Sonos app. If all of your products have been reset, the Sonos app will display “No products found.”
  3. Go to the Settings menu. Your reset products will be detected nearby and show a setup banner at the top of the screen.
  4. Select one of your reset products and follow the steps in the app to set it up again. You’ll select a WiFi network and provide a WiFi password during this step.
  5. Repeat step 4 for any remaining products that were reset.
  6. Add any content services or voice services that were previously on your system.

I hope this helps!

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4 replies

Jamie A
Forum|alt.badge.img+17
  • Jamie A
  • Sonos Staff
  • Answer
  • July 16, 2025

Hi ​@jmcarpe, welcome to the Sonos Community!

I’m sorry to hear that you’re having issues getting your speakers connected.

Since you have a new Wi-Fi network, and products that don’t support Bluetooth Low Energy (BLE), your options to get them connected are either; Connect them via Ethernet or Factory Reset them. Our community users also suggest changing your Wi-Fi networks SSID and password to match the old one saved in your Sonos products, that way they should just automatically connect.

However, since you’ve Factory Reset your speakers, you’ll have to go with that option and set it up as a new system. If you follow the steps listed in the article, you should get both of your products showing in the app again while also updating your network settings, specifically the steps:

  1. Factory reset each Sonos product in your system. This will erase all existing system data, including settings, Sonos Playlists, and Sonos Favorites.
  2. Close and re-open the Sonos app. If all of your products have been reset, the Sonos app will display “No products found.”
  3. Go to the Settings menu. Your reset products will be detected nearby and show a setup banner at the top of the screen.
  4. Select one of your reset products and follow the steps in the app to set it up again. You’ll select a WiFi network and provide a WiFi password during this step.
  5. Repeat step 4 for any remaining products that were reset.
  6. Add any content services or voice services that were previously on your system.

I hope this helps!

Airgetlam
Mr. T
  • Mr. T
  • July 16, 2025

The OP’s issue is that the Sonos app does not reliably find the system on their network when they open the app.

​@jmcarpe - Assuming you have not selected the Disable Wi-Fi option when you wired the Connect:Amp, the Playbar should be connecting to your network through the wired Connect:Amp.

The Connect:Amp could be failing resulting in the network connection dropping, or the app is just having discovery issues.

You could try using a fully wireless setup.

If the app still has issues loading the system, then I would contact Sonos Support who can review diagnostics of your Sonos system and what is being reported.

Airgetlam
J
  • jmcarpe
  • Author
  • Contributor I
  • July 18, 2025

Thanks, will give it a try

 

Airgetlam
J
  • jmcarpe
  • Author
  • Contributor I
  • July 21, 2025

Btw, I ended up introducing a new Ethernet hub to feed the Ethernet connection on the Connect:Amp, bypassing the original eeros mesh wifi device Ethernet port, and this seems to have solved the problem. Apparently the eeros Ethernet signal isn’t “stable” enough to work? Not sure why, as the eeros device was being directly fed by same Ethernet line that the Ethernet hub is now being fed by, but possibly it was routing the hardwired Connection:Amp back to the internet over WiFi, instead of Ethernet, effectively losing the connection.

maybe someone knows more about this to explain it better?

thanks!

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