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kurtis
Contributor I
Aug 7, 2014 12:50 AM UTC
Answered

Play5 No light! No sound! No Happiness!

One of my Play5's quit working while playing and the light is out. I rebooted the system, unplugged and re-plugged. I even swapped locations and chords with my other Play5 that is still working. No dice. Light is out. I think it is broken. Please help.
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Moritz M
Moritz MAnswer
Sonos Staff
Aug 8, 2014 12:42 PM UTC
Hello Kurtis, Johan,

If there is no LED showing any indication of a working component it most likely is broken. However two things might be still something you want to consider doing.

The factory reset as mentioned by Chris already, the other thing would be, if you have another PLAY:5 or PLAY:3, to replace the power cables.

If that will not help at all please get in touch with our support via phone since we would not like to gather your address information here.

http://www.sonos.com/support

Thanks,
Moritz
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47 replies

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Airgetlam
Airgetlam
Jan 13, 2018 6:49 AM UTC
I would submit a system diagnostic, and call in to Sonos to discuss any potential issues that they might find.
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Bruce
MDN2020
Trending Lyricist I
Feb 12, 2018 8:49 AM UTC
I'm really pleased I've checked this forum, I was going to buy a pair of Play 5s but not now I've found they're so dodgy.
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    jgatie
    jgatie
    Feb 12, 2018 9:46 AM UTC
    I'm really pleased I've checked this forum, I was going to buy a pair of Play 5s but not now I've found they're so dodgy.

    Do you go to the hospital, see sick people, and assume all human beings must be sick?
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    MDN2020
    Trending Lyricist I
    Feb 12, 2018 9:56 AM UTC
    How many speakers need to go to "hospital"? I've never had to send one. Worst I've ever had is an internal fuse in an amp popping. Do I assume they're all sick? No, I do not but I don;t see Sonos coming up with a solution on here.

    "Change the power lead" is the most ridiculous response possible. When was the last time you had a power lead fail, if ever?

    I'm thoroughly unimpressed with the response from Sonos as I've found references to this issue on Play 5s in many places. Perhaps Sonos need a little introspection, put their hands up to a flaw and offer a solution.

    My main amp and speakers are over 20 years old and work perfectly, so I'm not going to replace them with dodgy technology that may or may not feel like working.
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    jgatie
    jgatie
    Feb 12, 2018 1:38 PM UTC
    Well, then it sounds like Sonos is not for you. Take care!
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    MDN2020
    Trending Lyricist I
    Feb 12, 2018 3:05 PM UTC
    Thanks jgatie. Good to know Sonos isn't for people who like their sound system to work 🙂
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      Geo2905
      Contributor I
      Feb 25, 2018 12:08 AM UTC
      Me too - same problem. And no, the factory reset didn't work.
      Sonos has been my chosen system for the last 4 years. But where is their response to this issue?
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        psbailey86
        Lyricist I
        Feb 26, 2018 4:20 PM UTC
        Same exact problem here with my Play 5. Has anyone had any luck with Sonos support standing behind their product on this? I love my Sonos systems that i have got... but i am pretty disappointed that my favorite speaker (the 5) just quit working with such light use. 😞
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        OliverStone
        Lyricist I
        Mar 1, 2018 6:12 PM UTC
        I had the same issue on one of my play5s after 6 years of use.
        After contacting the support via the online form I was overwhelmed by the generous solution offered by Sonos and I’m a bigger Sonos fan than before.
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          kibiraa
          kibiraa
          Contributor I
          Mar 3, 2018 9:14 AM UTC
          I have sonos play 5: gen2
          For me the same problemoes not want to include at all no indicators absolutely nothing works out what the reason could beI tried absolutely all the instructions that were given in sonos.
          The first absolutely everything but no life in it has absolutely no one
          Now what's next How can my problem be fixed? Thanks
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