Problems connecting surround to Playbase

  • 1 December 2020
  • 2 replies
  • 88 views
M

Hi. For a few years i have had 2 play:1 connected to my playbase, but for some reason they have disconnected and I cannot get them to connect again.

 

When trying it says "could not connect check power and network" or something. 

I have my playbase connected via ethernet and all other devices via WiFi.

I have disconnected and reseted the play:1s with no succy

What can I do? Everything else works great.

 

I did create a Diagnostics, the number is 1896294353

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2 replies

M

My system -

 

 

Annazel S
Userlevel 5
Badge +16

Hi @MartinPernehed.

Thanks for reaching out, we’d be glad to help.

Upon checking on the diagnostic report, the system detected an issue on the Playbase’s WiFi chip that results in wireless connection failure between the Sonos components.

You may reach out to Sonos Support so we can take a closer look into this and diagnose the unit in real-time. I suggest our phone team for they have more resources available on their system for advanced troubleshooting, and discuss with you a possible replacement option if needed.

 

If you have any other questions or concerns, feel free to reach out.

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