Contributor I

Answered

Play:5 (1st gen) stopped working

40 replies
5598 views

Hi, my play 5 which I think is about 4 years old now has suddenly stopped working.

Tried hard reset holding mute whilst putting power cord back in. Tried a different power cord. Nothing works, completely unresponsive.

What are my options?

Thanks.

Sonos Play:5

This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.

J

John BAnswer

Hi. Call Sonos Support, who should be able to confirm definitively if it's a hardware failure, which it probably is given the symptoms. Sonos sometimes offer discounted out-of-warranty replacement (gen 2?), although this depends on circumstances. It is worth asking the question.

Show previous replies

C

Crawfish

Lyricist III

It's definitely worth touching base with support. I emailed them yesterday and they came straight back asking for a video of the unit being plugged in and turned on, which I did straight away.

Today they have come back saying they'll replace it, so I'm boxing it up right now!

Praying they replace it with a gen 2 just so I can get the software update but even if they don't, that's pretty bloody good service - thank you Sonos, you keep me as a customer!

C

Crawfish

Lyricist III

I’ve just had a notification that a new Play5 is on its way and should be here Monday. The item number is ‘PL5G2UK2’ which sounds like a Gen2 to me which is awesome!

D

David_366

Enthusiast I

My play 5 (gen 1) has also died today after updating to S1. On the release of S2… how convenient...

jgatie

My play 5 (gen 1) has also died today after updating to S1. On the release of S2… how convenient...

Exactly what are you implying?

D

David_366

Enthusiast I

My play 5 (gen 1) has also died today after updating to S1. On the release of S2… how convenient...

Exactly what are you implying?

I know its likely a coincidence, just frustrated. Play 5 Gen 1) was happy this morning playing the radio and I updated my whole system to S1, everything upgraded fine, including the Play 5 at first. It showed as OS: S1 in the about screen. I went to play music on all speakers for the first time after the update, all the others played music except the play 5. I went back into the app and the Play 5 had disappeared. Checked the Play 5 and no light on. Switched it off at the wall and switched it back on again and no light at all. So it was working fine seconds before the S1 update and completely dead (no lights) after the update. The cable and fuse are fine as tried it on another speaker. Just really annoying :(

C

Crawfish

Lyricist III

My play 5 (gen 1) has also died today after updating to S1. On the release of S2… how convenient...

Exactly what are you implying?

I know its likely a coincidence, just frustrated. Play 5 Gen 1) was happy this morning playing the radio and I stupidly updated my whole system to S1, everything upgraded fine, including the Play 5 at first. It showed as OS: S1 in the about screen. I went to play music on all speakers for the first time after the update, all the others played music except the play 5. I went back into the app and the Play 5 had disappeared. Checked the Play 5 and no light on. Switched it off at the wall and switched it back on again and no light at all. So it was working fine seconds before the S1 update and completely dead (no lights) after the update. The cable and fuse are fine as tried it on another speaker. Just really annoying :(

Contact support - I’m not saying you’ll definitely get it replaced, but they did for me

D

David_366

Enthusiast I

My play 5 (gen 1) has also died today after updating to S1. On the release of S2… how convenient...

Exactly what are you implying?

I know its likely a coincidence, just frustrated. Play 5 Gen 1) was happy this morning playing the radio and I stupidly updated my whole system to S1, everything upgraded fine, including the Play 5 at first. It showed as OS: S1 in the about screen. I went to play music on all speakers for the first time after the update, all the others played music except the play 5. I went back into the app and the Play 5 had disappeared. Checked the Play 5 and no light on. Switched it off at the wall and switched it back on again and no light at all. So it was working fine seconds before the S1 update and completely dead (no lights) after the update. The cable and fuse are fine as tried it on another speaker. Just really annoying :(

Contact support - I’m not saying you’ll definitely get it replaced, but they did for me

thanks Crawfish - i have called them since and they have been really supportive and helpful. they have asked to send a video which has been done and they said they will see what they can do. im not expecting anything, its 7 years old, but i mean if they do replace it, what amazing customer service that is!

C

Crawfish

Lyricist III

I thought the same and they replaced my nearly 5 year old gen 1 with a gen 2!

C

Cdub61

Lyricist III

Hello I have split my system. It’s not very graceful to do, but it works. There is no way I’m ditching my Play5 (Gen1)Initially I pulled my legacy speakers off my network. Upgraded my S2 supported speakers. However, my legacy speakers showed up as unsupported with red dots. In the S2 controller my legacy speakers showed up the same way, as unsupported with a red dot.

I have a Play5 (Gen 1) and a Connect (Gen1) on the S1 controller and they are working perfectly. I had to do a factory reset to get my Play5 to install and setup. First remember to reset your old Sonos application. Otherwise you will just get weird errors and mismatches.

The S1 controller will forget, or won’t know about your S2 compatible speakers. Unplug the speaker, hold down the mute button while you plug in in. Once it turns orange let it go and then you can re-install it on the S1 controller. Once you do this the S2 application no longer is bound to the legacy speakers and everything is perfectly clean. I have a room with a Playbar and 2 Ones in one room. A Beam with 2 Ones and a Sub in 5.1 configuration. A Play5(Gen2) in another room. A Connect in another room and finally a Play5 (Gen1) in another room.

They could have rolled this out better where it would not be as confusing and frustrating. I’m in IS Support I get how tough it is if you’re not used to rolling out and communicating big changes.

T

Tegg_

Contributor I

As I said earlier in the thread, the company that makes powered speakers that never go wrong does not exist. An individual's experience tells us nothing. It's like saying 'my grandfather smoked 60 cigarettes a day and lived to be 105. Smoking is safe'.

Between us, my friends, family and I have owned maybe 50 Sonos units for up to 8 years. So far no failures. That doesn't prove anything either, but gives some context.

Cant believe im reading this.

if 5 out of million sonos products (out of which 1 is my sonos play 5 1gen) suddenly breaks for No reason (power black out in my case), they should naturally see this an exeption and just replace it.

a world top quality speaker should just work. Period.

Show more replies

Sign up

Login to the community