Amp line-in issue

Hi @tvb9449, Thanks for reaching out, and welcome to the community. Sorry to hear about this issue about the line in on your Sonos system. So that we can check the current status of your Sonos system, I’ll ask you to submit a diagnostic report for us to investigate further what could be causing this issue. You may reply to the thread with the confirmation number to assist you with this issue. 

Let us know how it goes and we're here to answer any further questions you have.

Hi Simon, thanks for responding! Already submitted a diagnostics #717832392. LMK if that helps solve my issue.

Hello there @tvb9449, thanks for the update and for sending a diagnostic report on your Sonos system, upon checking, the Sonos connect amp shows offline. Kindly try to power cycle or reboot it, unplug it from the power source for 1-2 minutes, and replug it back in. Let me know what is the pattern of the led lights on the connect Amp after doing the reboot. You may resubmit a diagnostic report afterward for us to check for any difference.

Let us know how it goes and we're here to answer any further questions you have.

Hi Simon B, reset the Connect Amp by unplugging for 2 minutes. Plugged back in and white LED went on and off (and continues to do so 5+ minutes after reboot).

Here’s the new diagnostic # 13210323

Thanks for your help!

Hi @tvb9449, thanks for the update and for sending a diagnostic report of your Sonos system. Upon checking, it still shows that the Connect Amp is offline, we’ll take this further, I'll ask you to kindly contact our phone support team for further assistance and more in-depth troubleshooting steps. They may ask for additional steps for troubleshooting and give other options for this issue. 

Keep us posted on how it goes and we're here to answer any further questions you have.

Appreciate the help Simon B! Will follow-up with phone support. 800-680-2345, correct?

Hello there @tvb9449, thanks for the update. That is correct, that is the contact number for our phone support team. 

Keep us posted on how it goes and we're here to answer any further questions you have.

Hi Simon B, this has become even more frustrating. I called phone support and we were able to get the Connect Amp back online but only briefly. It dropped off (and the Sonos 3 speakers are in the same room, maybe ten feet from the Connect Amp), and now refuses to be seen in trying to add a new product. Does this mean I have a defective Connect Amp and need to return it for a replacement? Thanks

Hi @tvb9449, thanks for the update. Sorry to hear about what happened with the connect amp. What did they advise you after it was not able to reconnect to your system? What options did they give you?

Keep us posted on how it goes and we're here to answer any further questions you have.

The call disconnected and she did not call back after saying it seems to be an issue with the connect amp and I should continue trying to unplug it and set it up anew. Not much of a solution! I have tried 3x since with no luck. Is it possible to return my connect amp for a replacement?