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Randomyay
Contributor I
November 9, 2020
Answered

Playbase has disappeared from the Sonos App - same problem as on another closed thread

My Playbase is not working properly (as part of a system with multiple Sonos devices connected to Wi-Fi where everything was fine). First, it disappeared from the S2 app. I was only able to add it back to the app by plugging it in to Ethernet. But it won’t add back to my Wi-Fi network no matter how many times I try to do this. It disappears from the app as soon as I unplug the Ethernet. I just submitted diagnostic code 2022648469 - thanks!

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Rowena B.
Rowena B.Answer
Retired Sonos Staff
November 10, 2020

Hi @Randomyay, thank you for reaching out to us and welcome to the Sonos Community. I appreciate bringing this concern to us and letting us know about it.

Upon checking the diagnostic, I see that your Sonos Playbase is experiencing a hardware failure. This is why your Playbase only connects to your system if it’s wired to your router.

To further assist you with your concern, I recommend contacting our Sonos Customer Care to provide the best option for you.

The Sonos Community is always here to help.

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

Rowena B.
Rowena B.Answer
Retired Sonos Staff
November 10, 2020

Hi @Randomyay, thank you for reaching out to us and welcome to the Sonos Community. I appreciate bringing this concern to us and letting us know about it.

Upon checking the diagnostic, I see that your Sonos Playbase is experiencing a hardware failure. This is why your Playbase only connects to your system if it’s wired to your router.

To further assist you with your concern, I recommend contacting our Sonos Customer Care to provide the best option for you.

The Sonos Community is always here to help.

Help others find useful content by clicking the like button and selecting the best answer to your question.
RandomyayAuthor
Contributor I
November 10, 2020

Thanks! They are sending me a replacement unit.

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