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mlmcgovern
Contributor I
September 25, 2017
Answered

Can't add Playbase; no chime, no connection.

I've owned two Sonos:1 and a Playbase for a few months and have not had any problems with them until now. They were all grouped together under "Living Room." However, a few days ago when I opened my Sonos app it said that a speaker had been lost from the group so I needed to reconnect. It wouldn't let me do anything else until I tried to re-add this lost speaker. I was quickly able to get the Sonos:1 speakers reconnected and grouped in Living Room. However, each time I try to add the Playbase, it won't chime when pressing the button and then just flashes orange for awhile, then changes to solid orange, then eventually solid white. It will not connect.
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    Ryan S
    Ryan SAnswer
    Retired Sonos Staff
    September 26, 2017
    7883320
    Thanks. As I suspected, there's an issue with your PLAYBASE. I've created a ticket for you with the support team and they'll be in touch shortly to help further.
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    Jeff S
    Jeff S
    Retired Sonos Staff
    April 3, 2018
    Having the exact same issue as I posted about above again. Sonos replaced my Playbase, but now I'm having the same issue with the new Playbase. Randomly dropped off wi-fi and now won't reconnect no matter what I do.

    Submitted diagnostic: 239809162

    Hi mlmcgovern,

    There are quite a few wireless networks nearby your Sonos system which are running on the same wireless channel as your own. This makes it hard for your Sonos speakers to stay connected, and may explain why the PLAYBASE isn't connecting. Please try changing your router's wireless channel to 11 and see if that helps.

    If not, can you temporarily wire in your PLAYBASE with an ethernet cable? This should allow you to connect it. Once connected, send in a new diagnostic report and reply with the confirmation number, I'll take a look.
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    User84201
    Lyricist I
    April 10, 2018
    Having the same issue; playbase is seen if connected directly to router, not over wifi.

    Submitted diagnostic: 1407114183
    Keith N
    Keith N
    Sonos Staff
    April 11, 2018
    Hi there, User84201. Thanks for posting and for the diagnostic report. It seems we will need to replace the PLAYBASE due to faulty internal hardware. That being said, please send me a PM with the following information and I'll be happy to get you sorted.

    First and Last Name:
    Shipping Address:
    Contact Number:

    Thanks!
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