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jonathan_50
Contributor I
December 24, 2013

PLAY 5 WILL NOT FACTORY RESET

Play 5 product does not work and will not factory reset. solid white light only, no matter what is attempted. (i.e. factory reset by power off, power on while holding mute, waiting 60+ secs; --or connecting with system by holding mute and volume while already on). repair options? or is this a hav ego buy a new one option. its a 2012 model serial number 1208 00-0E-58-5F-19-50-G
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      3 replies

      Ryan S
      Ryan S
      Retired Sonos Staff
      December 24, 2013
      Hello Jonathan,

      We'll open up an RMA for you. Keep an eye out on this email address for a message from us and reply back there to get it taken care of.

      Cheers.
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      JackOutjers
      Lyricist I
      November 26, 2016
      Hi all,

      I have exactly the same issue: Cannot factory reset my Play5 (Gen1), it shows the white light and I cannot do anything to go through the reset procedure. Also when trying to install nothing happens when I press play & + buttons, so it seems it's completely stuck.

      Please advise, this is the second time my play 5 malfunctions... first time I received a replacement. Very frustrating.

      Thanks in advance,

      Jack:?
      Airgetlam
      Airgetlam
      November 26, 2016
      Jack,

      I'd recommend getting together with your retailer, or contact Sonos by phone.
      Bruce
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