Answered

Airplay "Unable to connect"

  • 4 September 2020
  • 32 replies
  • 5352 views
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32 replies

Elwin

Hi @Elwin.

Welcome, thank you for reaching back to Sonos Community.

If you cannot see those options you can try to contact the customer care hotline of TP‑Link or your cable provider to find the options that we need to setup.

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

 

Mark, finally I managed to solve the problem by doing a factory reset. What a relief!

Mark P
Userlevel 5
Badge +14

Hi @Elwin.

Welcome, thank you for reaching back to Sonos Community.

If you cannot see those options you can try to contact the customer care hotline of TP‑Link or your cable provider to find the options that we need to setup.

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

 

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Elwin

Mark, any other things I can try?

Thanks in advance.

Elwin

Hi @Elwin.

Welcome, thank you for reaching back to Sonos Community and providing the diagnostic report.
Few things I noticed is the router configuration.

 

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

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


 

Thanks Mark. I am using TP-Link Deco M5 router.

Following are my response.

  1. No option for Auto Channel
  2. No option for non-overlapping channel
  3. No option to set the bandwidth to 20MHz
  4. Both 2.4GHz and 5GHz has been enabled
  5. No option to select 802.11 band but since 2.4GHz has been enabled, 802.11 b/g/n is enabled.
  6. No option to select Airtime fairness.

I hope you see other things that I can try?

Thanks.

Mark P
Userlevel 5
Badge +14

Hi @Elwin.

Welcome, thank you for reaching back to Sonos Community and providing the diagnostic report.
Few things I noticed is the router configuration.

 

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

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


 

Help others find useful content by clicking the like button and selecting the best answer to your question
Elwin

Hi @Elwin.

Welcome, thank you for reaching out to Sonos Community.

  • For starters have you already check this link Stream AirPlay audio to Sonos?
  • Are you able to use the airplay feature before for the two speakers?
  • Were there any pending updates with the speakers?

  • Lastly, submit a diagnostic report for us to see whats going on with your Sonos product.

     

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

 

Hello Mark, thanks for responding.

  • Yes, I have checked the link to stream airplay audio to Sonos and this is exactly what I did. I can see the speakers but can’t airplay to them.
  • I am able to airplay audio to both of these speakers in the past.
  • There is no pending updates for the Sonos app as well as the speakers, there are the latest.
  • The diagnostic report for this issue is 1113488172.

Cheers and hope to hear from you again.

Mark P
Userlevel 5
Badge +14

Hi @Elwin.

Welcome, thank you for reaching out to Sonos Community.

  • For starters have you already check this link Stream AirPlay audio to Sonos?
  • Are you able to use the airplay feature before for the two speakers?
  • Were there any pending updates with the speakers?

  • Lastly, submit a diagnostic report for us to see whats going on with your Sonos product.

     

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

Help others find useful content by clicking the like button and selecting the best answer to your question

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