Airplay "Unable to connect"

Mark - thanks! the confirmation number is 

1053776407 

The issue was solved by rebooting my modem and router.

Thank you

Hi @Yohome.

Welcome, thank you for reaching back to Sonos Community and providing the diagnostic number.

Here are router settings that need to be verified. You can contact your ISP or the manufacturer of the router for assistance.

a. Auto channel must be set to Off

b. Choose best non-overlapping channel (1,6,11)

c. Set channel bandwidth to 20MHz

d. Both 2.4GHz and 5GHz should be enabled

e. 802.11 band should be set to b/g/n

f. Airtime Fairness should be disabled

After you check the router settings unplug all Sonos devices, then rebooting the router. When the router comes back up, plug back in the Sonos devices.

Let us know if it works. If you need help with any other information, please be sure to let us know.

Hey Mark,

I have the same problem here myself with a Sonos One. I have setup the Sonos Beam + 2 Ones in my living room for the TV area and the Airplay functionality works but I purchased a new Sonos One recently for my office and am unable to connect this to my Macbook Pro or Iphone for that matter. 

Diagnostic number 1761283912

I have done factory reset on router, sonos & powercycle. Only the newest Sonos One is affected by this any other device works fine. 

Hi @dlac10, welcome to the Sonos Community!

Would it be possible to test with the Office speaker connected to the network via Ethernet cable? Does this allow you to AirPlay?

It may also be worth performing a full network reboot - starting with the router, followed by any further Mesh nodes, then each of your Sonos speakers, and finally your Macbook & iPhone.

If this doesn’t help, I’d recommend getting in touch with our Support Team via live chat or phone call - they have more tools available to perform some live troubleshooting with you :)

Hi Xander, 

Did the diagnostic said anything to you?

No, I can’t connect it to the Ethernet cable since I have a Wireless Mesh network at home. The Beam + 2 Ones are connected in My living room wirelessly and they work fine and can AirPlay from it (no issues). Is only the single Sonos One that I purchased 2 weeks ago which does not seem to be working for Airplay. I have factory reset the Sonos One, have turned off/on router, mesh network, modem, etc. 

Try turning off 5GHz wifi of your router. Some routers have an issue not passing multicast DNS (mDNS) traffic (which is used by AirPlay) broadcast on the 2.4GHz side over to the 5GHz side. 

Hi @dlac10, there weren’t any obvious issues in the diagnostic I’m afraid.

Wiring the speaker would only be a temporary test, just to see if it gets picked up on a wired connection - having a mesh network shouldn’t pose any issues for this :)

As mentioned by @DuncanS, some routers do have trouble passing traffic between 2.4 and 5GHz - if the mesh system you are using doesn’t allow you to split the bands / disable 5GHz, however, then temporarily wiring the speaker should have the same effect of making the speaker visible for AirPlay - in this case I would recommend reaching out to our Support Team via either live chat or phone call for some more in depth and live troubleshooting :)

Hey guys, 

• Wireless setup as per follow
  • Google WiFi (Old version) Main router located in Living Room
  • Google Nest Wifi (Point) Connected to Bedroom, Next door to Office 
  • Both devices are sync on a mesh network
• Sonos One (Office) disconnected from Office & Wireless and connected to Main router directly via ETH Cable 
• Changed Network channel on Sonos app to 11 (just to see if it will do something
• Power cycle iPhone and launched Music (Spotify) from it. Attempted to connect via Airplay (not spotify connect, that works fine) - Unable to Connect
• Installed latest update on both Sonos, iPhone & MacOS
• Attempted to connect Airplay via MacOS which is what am trying to achieve - Could not connect to “office” 
• So the connection going to Ethernet does not seem to be working
• Ran another diagnostic 1732745715
• I dont see a problem with Google Wifi on mDNS. However I was considering upgrading the main router to a Nest Wifi just as the additional point I have connected on bedroom

Anything else you guys can think of? It seem very odd to me that one will work with no issues and the other one will not

PS. I also disconnected the additional Wifi point, reconfigure the network on all devices again via Sonos app, tested again and still the same problem

Hi @dlac10, thanks for trying those steps - sorry to hear we’re still having trouble.

As it’s just the one speaker giving you trouble, even on an Ethernet connection, I would suggest performing one more Factory Reset on the Office speaker, and adding it back in - if there’s still no sign of AirPlay, then it may be best to get in touch with the Support Team via live chat or phone call.

One further thought that may or may not be helpful - do you use Apple HomeKit at all? If so, have you added the Office in using the Apple Home app?