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jethros_dad
Contributor I
August 8, 2017
Question

PLAY1 playing, but controller app say 'can't connect'?!?!?

  • August 8, 2017
  • 23 replies
  • 4133 views
I originally put down an intermittent failure of the Sonos controller app to connect to my PLAY:1 to wifi issues and (while not happy) just lived with occasionally not being able to play.

I have recently moved the PLAY:1 right next to my wifi router and have been working next to it for the last couple of weeks. Generally all good, but occasionally the Sonos controller will report "Sorry, we can't connect to Sonos". I have the app installed on two iphones and both report the same issue.

However, if I press the Play button on top of the PLAY:1 the player works just fine (streaming the last radio station I was listening to) - I can pause and restart the stream no problem at all, but bother phones report no connection.

Having previously been round the loop of switching off/on wifi, restarting/resetting router, re-installing controllers, physically connecting the PLAY:1 to thr router - all to no avail - the 'no connection' issue just reoccurs randomly, there is clearly something else odd going on.

Has anyone come across this before? And how do I stop it happening? As it stands today I can listen to a streaming radio station, but can't get the controller to see the PLAY:1 to play something different.

Great kit - massively flaky connectivity between app and speaker... 😞
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    23 replies

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    John B
    August 8, 2017
    Do you have any other Sonos component wired to your router? If not then the instant you disconnect the cable SonosNet ceases to operate and the SonosNet channel is irrelevant.
    John B
    August 8, 2017
    In fact SonosNet channel is irrelevant when the speaker is wired if it is your only speaker! Well...it could potentially interfere with your router's wifi I suppose....
    jethros_dadAuthor
    Contributor I
    August 8, 2017
    No other Sonos equipment, full stop. 🙂 still working at the moment.
    SLM
    Contributor I
    March 20, 2018
    I see exactly the same symptoms. A single play:1 connected to 2.4Ghz radio of tri-band router; two iPhones, iPad and a Windows 10 Surface (connected via 2.4Ghz or 5Gz of the same router) and all report they cannot see the player, yet the player is streaming a radio station. Been through wiring the player and resetting WiFi settings a couple of times, repositioned the player, uninstalled and reinstalled the apps on iOS yet nothing seems to improve. Could this be a faulty play:1 device ? It was bought brand new from retailer for Xmas. Any advice gladly accepted.
    jethros_dadAuthor
    Contributor I
    March 20, 2018
    Hi - I still get my original issue - if I leave it for about ten mins I am then usually able to successfully connect as normal. I’ve put it down to the router (BT) ... 😞
    SLM
    Contributor I
    March 22, 2018
    I chatted with Sonos support and did a shared screen session tonight. They asked me to disable the "airtime fairness" option on my 2.4Ghz wireless settings. Have had no issues with controllers complaining they couldn't find speaker since.

    Later I found this item in a search of the Sonos support site on this page https://sonos.custhelp.com/app/answers/detail/a_id/42/kw/incompatible%20hardware:



    Though my NetGear R8500 router is not mentioned on that page specifically, I had the same setting enabled on that router too.
      drcateh
      Lyricist III
      March 30, 2018
      I’m having a similar problem. I have 3x Play:1 speakers and they work perfectly through my computer. The phone app works fine to control things once they are playing but I can’t initiate any streaming service. I get the “can’t connect” message if I try to play a station or add a service.
      This is a new problem, started about the time they added Audible to the app a few weeks ago. For three months things were fine.
      I have tried discarding and reinstalling the app, turning off wifi assist, and made sure that I’m on the right wifi. But I still can’t initiate any streaming from my phone.
      drcateh
      Lyricist III
      March 30, 2018
      Just to clarify, I cannot initiate any Sonos streaming service to play. Everything else is fine.
      Airgetlam
      Airgetlam
      March 30, 2018
      That’s really odd. I can’t make it work in my head in such a way as to restrict only your phone... so I’ve got a couple of suggestions that might be possibilities that will fix it, without being sure of what “it” is.

      First, make sure your phone is connected to the 2.4Ghz signal on your router. Some people use the same name/SSID for both channels, and sometimes the settings of the router can cause complications.

      Second, try a simple reboot of the router. Certainly can’t hurt, and it might help.

      Finally, if neither of those two things help, try starting a stream from your phone so that you get the error message, then submit a diagnostic of your system and send it in to Sonos. Either post the number of the diagnostic here, or more preferable, call in to them and let them help you figure it out.

      Good luck!
      Bruce
        drcateh
        Lyricist III
        March 30, 2018
        Thanks so much! I'll experiment with these over the weekend.
        -Cate
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