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Answered

Play:1 won't connect to music services when switched to WiFi

  • February 5, 2021
  • 5 replies
  • 288 views
J

Hi everyone,

I have a setup that's working wireless flawless for the last few years. For the past year, when listening to TuneIn, it disconnects for 5 seconds and then reconnects. Yesterday, it suddenly just won't play anything from any of my music services.

I tried restarting both the speaker and router, reinstalled the app, factory reset the speaker but none helped when playing via wifi.

Everything works when connected to LAN and I have successfully followed the instructions on how to switch to a wireless setup. However, once I switch to wireless, it can only play songs on my phone but for the rest, I will just get an error that I lost connection to my music service, unable to add songs to the queue or unable to play music station. Heck, I cannot even send diagnostics when in wireless mode but I was able to when I connected it back to LAN.

Diagnostic #1139044574

Thanks team!

Best answer by Jarod

Just an update, the issue was due to the latest ASUS RT-AX3000 router firmware upgrade to 3.0.0.4.384_9918_41700. After rolling back to the previous version 3.0.0.4.384_9918, music services can now play via wifi.

Will monitor and update if needed. Thanks Ken!

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5 replies

Ken_Griffiths

As you perhaps reset your speaker and set it up again, presumably whilst it was wired to your router, you probably just need to add/re-add your 2.4Ghz WiFi credentials to your Sonos device. You can do that via the Sonos App in "Settings/System/Networks”.

Note when entering your SSID/Password, that they are both case sensitive, so ensure you enter them correctly.

When complete, then try the speaker uncabled.

J
  • Jarod
  • Author
  • Contributor I
  • February 6, 2021

Thanks Ken. I tried that too and got the instruction that I can now unplug the Sonos from the LAN after doing the wireless setup.

However, once I do that, that's when the music services cannot anymore be played nor be added to the queue.

Ken_Griffiths

From your description it sounds like the speakers WiFi adapter ‘might’ be faulty - so as you’ve already factory reset the device and submitted a system diagnostic, it maybe best to perhaps make contact and chat with Sonos Support Staff via this LINK and see what they can glean from your report.

J
  • Jarod
  • Author
  • Contributor I
  • Answer
  • February 6, 2021

Just an update, the issue was due to the latest ASUS RT-AX3000 router firmware upgrade to 3.0.0.4.384_9918_41700. After rolling back to the previous version 3.0.0.4.384_9918, music services can now play via wifi.

Will monitor and update if needed. Thanks Ken!

Ken_Griffiths
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A
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  • ClausN
  • February 6, 2021

There is a known issue with ASUS RT routers. If you want the router to run the latest firmware, it may be worth trying to  disableAirtime Fairness: https://support.sonos.com/s/article/3668?language=en_US

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