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play 5 surround not working

  • 24 November 2022
  • 2 replies
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Hello, I am having trouble with my play 5 speaker when I add it as a surround speaker with my playbar and sub. The play 5 works fine when unpaired and also works when it is added as a stereo pair. But when I add it as a surround speaker the speaker doesn’t output any sound. If I hit the physical volume buttons when paired in surround the volume of the other speakers change but not the speaker in question. The same thing occurs whether I’m using the TV or just the speakers themselves. I have tried factory resetting everything in the 5.1 system and re-adding them and also altering the Surround Audio settings within the Sonos app. Are there any other troubleshooting methods out there that I should try? I’ve been wracking my brain trying to figure this out for the past few days and can’t figure it out. 

One thing to note is that the speaker is a gen 2 play 5 that has a faulty wifi card but it is connected to the system via ethernet. Could this detail just inherently negate the surround sound feature by chance?

I have submitted a diagnostics report as well: 1727428884.

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Best answer by Corry P 24 November 2022, 13:24

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Hi @makeshiftwin 

Welcome to the Sonos Community!

There’s no chance about it - that is exactly why you are not getting any sound from that device.

The good news is that if you get in touch with our technical support team and supply that diagnostic number, we’ll happily replace your faulty Play:5 Gen 2 with a Five - there are no remaining Play:5s in stock. As your remaining Play:5 will not operate in tandem with a Five, we’ll replace that one too. This will not cost you a penny - not even the shipping.

In the meantime, connecting the Playbar to ethernet as well will provide a path for the faulty Play:5 to play surround audio.

I hope this helps.

Thanks for the quick reply Corry. That really is fantastic news. Due to the layout of my home it’d be extremely difficult to run an ethernet cord to my playbar so I’ll definitely follow-up with tech support. Thanks again, happy holidays!

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