Skip to main content
Rjgregoire
Contributor I
Jun 3, 2023 2:03 AM UTC
Answered

sonos connect keeps disconecting from network

I have a sonos connect that keeps disconnecting from the sonos app and our network. I go in and factory reset it, reconnect it to our sonos account, play music on our hard wired speakers for maybe a minute or two and all or a sudden the sonos connect can not be found and the music stops. Any suggestions for how to fix? I did send a diagnostic ticket to sonos 1066180950. 

    This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.
    Corry P
    Corry PAnswer
    Sonos Staff
    Jun 8, 2023 8:48 AM UTC

    Hi @Rjgregoire 

    Welcome to the Sonos Community!

    Unfortunately, the diagnostics you provided were submitted at a time when the app was not connected to the Sonos system, so there is no information there to go on.

    I recommend you get in touch with our technical support team for some real-time troubleshooting.

    I hope this helps.

    "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
    View in thread

    8 replies

    GuitarSuperstar
    Lead Maestro
    Jun 3, 2023 2:30 AM UTC

    Are you able to wire the Connect directly to the router with an ethernet cable?

    Translate
    "Receive with simplicity everything that happens to you." - Rashi
    RjgregoireAuthor
    Contributor I
    Jun 5, 2023 12:36 AM UTC

    I can only connect it directly via Ethernet temporarily.  My router is across the room and too far away from the amp, which connects to the built-in speaker system.  I believe the issue has to do with my Wi-Fi but I’m not sure what it is or how to fix it.

    Translate
    Corry P
    Corry PAnswer
    Sonos Staff
    Jun 8, 2023 8:48 AM UTC

    Hi @Rjgregoire 

    Welcome to the Sonos Community!

    Unfortunately, the diagnostics you provided were submitted at a time when the app was not connected to the Sonos system, so there is no information there to go on.

    I recommend you get in touch with our technical support team for some real-time troubleshooting.

    I hope this helps.

    Translate
    "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
      boz1979
      Lyricist I
      Jun 12, 2023 4:01 PM UTC

      This is happening to me as well. I have 1x Play 1 and 2x Play 3 speakers. All first gen. I have tried all sorts to rectify the issue but to no avail. Very frustrating and time consuming. It makes me think Sonos don't have an answer for it, and the simplest but costlier solution is to upgrade to a new Sonos. 

      Translate
      Airgetlam
      Airgetlam
      Jun 12, 2023 4:06 PM UTC

      What did Sonos support suggest to you, when you called in?

      Translate
      Bruce
      Reeko56
      Lyricist I
      Sep 9, 2023 12:49 PM UTC

      I have the same issue since few months.

      does anyone find any solution?

      Translate
      buzz
      buzz
      Grand Maestro
      Sep 9, 2023 1:11 PM UTC

      We cannot rule out a hardware issue with the older units. Working with SONOS support is the best path. They have access to diagnostic data not available to us.

      Translate
      thesmart1
      Lyricist I
      Sep 15, 2023 11:29 PM UTC

      Encountering same issue here. I feel like it started happening after an update several months ago

      Translate
      Terms & ConditionsAccessibility statement