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swdwi2
Contributor I
October 9, 2021
Answered

Play 5 only connects with ethernet

I can connect my Play 5 with ethernet.  If I then remove the cable it connects to wireless.  however if I power cycle the play 5 it won’t connect to wireless.  Appreciate any assistance.

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Airgetlam
AirgetlamAnswer
October 9, 2021

While it is connected to the router, submit a system diagnostic , and call Sonos Support to discuss it. 

There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.

When you speak directly to the phone folks, they have tools at their disposal that will allow them to give you advice specific to your Sonos system and network.

Bruce
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2 replies

Airgetlam
AirgetlamAnswer
October 9, 2021

While it is connected to the router, submit a system diagnostic , and call Sonos Support to discuss it. 

There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.

When you speak directly to the phone folks, they have tools at their disposal that will allow them to give you advice specific to your Sonos system and network.

Bruce
swdwi2Author
Contributor I
October 11, 2021

I did as advised and contacted Sonos support.  After getting by the Bot I was connected to Eduardo M. Very helpful and knowledgeable.  After reviewing the diagnostic he determined that the wireless card was faulty.  Sonos are providing a replacement FOC under warranty.  So nice to deal with a proper company.  Sure the equipment is expensive but the support is fantastic.  Pity some other businesses can't learn from this.  Once again thank you.

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