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Mobile device couldn't connect error

  • August 9, 2024
  • 6 replies
  • 429 views
B

Hello,

I wonder could someone help me with this issue.

I have a new router and broadband provider and cannot connect my Play 1 wirelessly.

With an Ethernet cable it works. 

I've done a factory reset several times and cannot get to the end of the adding process.

After a reset it's 50/50 whether the Play can be detected but when it is detected, I get the chime and everything seems to be going smoothly. Then when I am asked for my wifi password I get the error:

"Your mobile device couldn't connect with your Play 1...."

And I'm back to no device recognized. 

I've tried switching the network with the Ethernet connection as per instructions but no device is recognized.

I'm on the latest Android app. 5G fibre broadband. I tried to call Sonos technical support but the wait time was 50 minutes!

Could there be something I'm missing? Thanks.

Best answer by Rhonny

As it is an older speaker, you might need to downgrade the Play:1 from S2 to S1, and control it with the Sonos S1 controller app.

Does this help?:

https://support.sonos.com/en-gb/article/downgrade-a-sonos-product-to-s1

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6 replies

controlav
Forum|alt.badge.img+24
  • controlav
  • Lead Maestro
  • 7867 replies
  • August 9, 2024

Too late now, but you should have just set the new router with the same SSID/password as the old one, then nothing would have need to be changed.

Factory resetting your only device has made your problem worse.

If you tell us what router you have, someone might have a suggestion, else you’ll need to wait for overloaded Support to answer the phone.

Author of the leading independent Sonos apps for Android, MacOS, iOS, Windows and Xbox.
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  • Bewlay
  • Author
  • Contributor I
  • 6 replies
  • August 9, 2024

I wouldn't know how to change the SSID to be honest. On top of that it's 4 months since I had the old router so the name and password are long gone. 

I slowly followed the instructions in the various help articles on the Sonos website and only did a factory reset when all else failed. Seems mad that Sonos would give erroneous or incomplete information.

The new router is an Sagemcom (CS 39000?) on the off chance someone has similar?!

Thanks.

R
Forum|alt.badge.img+18
  • Rhonny
  • Prodigy II
  • 2603 replies
  • Answer
  • August 9, 2024

As it is an older speaker, you might need to downgrade the Play:1 from S2 to S1, and control it with the Sonos S1 controller app.

Does this help?:

https://support.sonos.com/en-gb/article/downgrade-a-sonos-product-to-s1

Stanley_4
  • Stanley_4
  • Lead Maestro
  • 12305 replies
  • August 9, 2024

Support really sounds like your best bet, there are technical things you could look at and try but all are more complicated than setting the SSID.

Listen to the hold system and see if Sonos is offering callbacks in your area.

B
  • Bewlay
  • Author
  • Contributor I
  • 6 replies
  • August 9, 2024

Thanks for the replies. I might try downgrading to S1 as suggested by Rhonny. I should have a chance to try that tomorrow morning. Unless it's something particular to my router.

I'll report back....

B
  • Bewlay
  • Author
  • Contributor I
  • 6 replies
  • August 10, 2024

Downgrading worked! Thanks for the suggestion Rhonny. 

I had to downgrade with the Ethernet cable. (Wirelessly, I fell at the same hurdle...entering the wifi password)

Once I downgraded using the Ethernet cable, I removed the cable and, using the S1 app, my Play 1 was detected.

Thanks again.

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