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.
Answered
Play:5 (1st gen) stopped working
Best answer by John B
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.
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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
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!
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.
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.
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.
Buyers agree to a 1 year warranty upon purchase of the product. So just how long should a 1 year warranty last?
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.
Buyers agree to a 1 year warranty upon purchase of the product. So just how long should a 1 year warranty last?
if the surface is matted by the sun, if the button needs to be replaced, or if the sound starts to get a bit worse after a year - I wouldnt have a problem.
end of warranty does not equal end of tecniqual lifetime.
are You saying that the products live longer if I buy extra warranty?
if the surface is matted by the sun, if the button needs to be replaced, or if the sound starts to get a bit worse after a year - I wouldnt have a problem.
end of warranty does not equal end of tecniqual lifetime.
are You saying that the products live longer if I buy extra warranty?
No, I’m saying to expect a replacement for a device that is outside the warranty period requires ignoring the very definition of the word “warranty” (the original point of the thread).
Oh wait, are you talking about S1/S2/legacy/modern? If so, this is the wrong thread. But I’ll bite: S1/legacy does not mean “end of tecniqual (sic) lifetime”. S1 devices run just the same today as they did before S1, and will receive updates for security and bug fixes in the future. So their technical lifetime goes merrily onward.
I have two Gen 1 Play 5’s. One just quit working like so many of yours. I did call Sonos and talk with a Tech. The only thing they could do is give me a discount off a new product. ( 30 % ). I do understand in wear and tear on electrical boards, circuits, rectifiers, etc. I asked for a schematic and they could not provide one. I checked my box ( I have 2 Play 5 boxes ) and no schematic. I replaced the two capacitors, one fuse, and a rectifier . This repair is on Youtube. That did not work either. I have put the Play 5 in a box with all the parts, just incase my other one goes out. Funny, That no repair shop will touch a Sonos for repair. With the 30% off the new product, it may not be worth repairing the Sonos Play 5. I am planning on purchasing a Home Theater Arc System from Sonos.
So I have a Play 1, Play 3 and Play 5, Sonos Controller ( wireless ) Sonos booster Hub. I want to keep these in play while I have the Home Theater ARC system in play also. My Sonos Controller battery has bit the dust. ( $60.00 for a new one ) If you upgrade to the new Sonos App the old one goes away. Is it possible to have the two App’s on your phone at once ?
FYI : My Sonos Play 5 stayed in one spot for years and years. Only moved to wipe off or clean. Never dropped, jarred, treated it like family. I am dissapointed that the unit broke down . If I had mistreated it , I could rectify it going out. But I did not.
I do love the Sonos System, I could control the volume of each speaker and create a surreal sound effect.
A few says ago i had the same experience.
After my Play 5 Gen. 1 updated it will no loger work without an ethernet cable plugged in.
And i can say 100% that it happened after the update.
I tried a repair I seen on YouTube. Same symptoms as mine. I ordered the parts and repaired. Did not fix the problem. Now my Play 5 is sitting in a box. I have another one that works .
I think that,though Sonos does seem to be a caring company and makes a nice product,the one year warrantee does not instill confidence in their product longevity.
Two years would be far more acceptable and I totally understand they might have to raise their prices a bit,to compensate for the extra year.
Still,the number “two” in front of their warrantee looks much better than what they currently offer.
Even the el-cheapo electronics products on the market offer one year!
Also,in the Sonos Video,showing the development of the Play 5(a fabulous speaker,imo)…..
A key Sonos employee specifically says “it was designed to last ten years or more”!
Sheesh!
You do know the Play:4 Gen 1 in
I think that,though Sonos does seem to be a caring company and makes a nice product,the one year warrantee does not instill confidence in their product longevity.
Two years would be far more acceptable and I totally understand they might have to raise their prices a bit,to compensate for the extra year.
Still,the number “two” in front of their warrantee looks much better than what they currently offer.
Even the el-cheapo electronics products on the market offer one year!
Also,in the Sonos Video,showing the development of the Play 5(a fabulous speaker,imo)…..
A key Sonos employee specifically says “it was designed to last ten years or more”!
Sheesh!
The poster was speaking about the Play:5 Gen 1. That was last manufactured in 2015, so it was far out of any sensible warranty period, and 1 vs 2 years doesn’t really apply in this instance.
Yes,I got that,but simply wanted to mention that a one year warrantee doesn’t instill too much confidence in a product…..You’d not be happy with a 2 year warrantee?
Also,referring to the video of the Play 5 Gen 2,a rep of Sonos specifically mentions the speakers were designed to last “ten years or more”!
I know the original poster was speaking of the gen 1,but virtually all Sonos products could use a better warrantee.
Personally,I’d pay a bit more to see the company demonstrate a bit more confidence in what they manufacture and promote.
Btw,I love my Play 5 pair,with the sub!
So far,so good.
Add my to the list. Very frustrated. Well invested in SONOS. My Play 5 (gen 1) had very little use and has stopped working. Tech support put me through the standard trouble shooting - including the hassle of plugging into router - to no avail. Connection is fine but no sound. I was offered the 30% trade up discount. Still going to be a big out of pocket cost.
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