Sonos Beam Gen 2 "gone" and impossible to "factory reset"

Question

Hi there,I have several Sonos products on my network (ERA100, ERA300, ...). I purchased and set up a Sonos Beam Gen 2 about 2 months ago.  For a few days now, the white LED on the Sonos cover has been blinking and the device no longer appears in the Sonos application.The Sonos is not connected to the ISP's modem/router wifi. I have a mesh WIFI Orbi to which all my devices are connected. No changes have been made recently.I tried to recover it using the 'missing products' feature in the Sonos application. No luck. At the end of the search, the application tells me that it didn't find the device.I also tried resetting the Sonos Beam to factory defaults. I plugged in the power cord while holding down the 'join' button (from a few seconds to 1 minute). The LED never flashed orange (and therefore never turned green). In fact, the LED always flashed 'white' during operation.Conclusion: the Sonos Beam 2 does not appear in the Sonos application. The 'missing products' process in the application and a 'factory reset' do not work.What can I do?Thanks in advance for your help,Vincent

Corry P · Accepted Answer

Hi @VB1310Welcome to the Sonos Community!I’m sorry to hear of the issues you are having with your Sonos Beam not showing in the app.A speaker with a flashing white light will likely never show up in the Sonos app - it is either struggling to connect to the network, or it isfailing to fully boot into normal operation at all. That you cannot factory reset it either makes me think it is the latter, and that there won’t be much you can do about this yourself.I recommend you get in touch with our technical support team who will look into your replacement options for you.I hope this helps.

Pools-3015 · Answer

Do you happen to have a double NAT happening in your network?Is the ISP’s modem/router unit in bridge/passthrough mode?

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