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kdancyger
Contributor I
December 18, 2017
Question

Sonos Connect unrecognized and losing connection constantly

I have a Sonos Connect connected to my stereo and 3 sonos:1 speakers. My Sonos Connect will not stay connected to the network and when it does, only works for a short period of time before I need to unplug and re-plug it. Even that sometimes will not work to get it back on the network. Is Sonos Connect so sensitive that it needs to be so far away from any other wireless hardware? I have no connectivity problems with any other devices, including Apple TV, PCs, phones, iPads, etc. I recently connected the Connect again and ran a diagnostic: 8234741
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24 replies

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Airgetlam
Airgetlam
June 29, 2019
First, stop with the hard resets, by which I think you mean a factory reset. That's probably going to be less of a help than you think, and basically erases any data that might help Sonos help you.

I'd be tempted to move that a little further away from that Orbi device, usually 3 feet tends to be recommended. At the very least, move it to the other side of the elephants. I'd honestly be tempted to move it up a shelf, too. That picture frame looks like it's electrically driven, which could be an issue.

Next, I'd do a refresh of your LAN. Unplug the CONNECT, as well as all of your other Sonos speakers from power, then do a full reboot of the Orbi network (the main hub and any satellites). Once the Orbi comes back up, plug back in your Sonos devices, and see if that resolves your issues.

But if it doesn't (and move that CONNECT a bit further away, those Orbi's have a strong electrical signal, then I would recommend that you submit a system diagnostic within 10 minutes of experiencing this issue, and either post the number here, or contact Sonos Support to discuss it. I prefer to suggest the phone folks, they have more tools available, but are only available Monday through Friday during business hours. Both the Twitter and Facebook support folks are available 24/7.

There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.
Bruce
g02
Lyricist II
October 5, 2019
I have had this issue for several months with my Connect. I am about to throw it out of the window and find another product. I have tried all the troubleshooting and spent hours searching the web. It all comes back to the solution that I have to submit a report to Sonos (also tried that). But there’s really is no solution. I have to conclude that at some point Sonos made an update that made the product useless, since it used to work and all my other Sonos devices have absolutlely no problems connecting...
    Airgetlam
    Airgetlam
    October 5, 2019
    So contact Sonos support, as I said in my previous post.

    It seems obvious that the community suggestions aren’t helping you, why not go directly to Sonos?
    Bruce
    g02
    Lyricist II
    October 5, 2019
    ... which I also aleady have with no luck...
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