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User418910
Contributor I
November 6, 2017
Answered

Playbase no longer works on wifi

Last weekend my Playbase and 2 Play 1 surrounds suddenly dropped out and my system was not found by the app. I set them up again but whatever I do I cannot get the Playbase to work over wifi and it cannot be positioned next to the router in my hallway. If I wire it via ethernet I can connect but it cannot be wirelessly networked to complete setup. The rear speakers can be. I cannot get them all on the same room setup as the Playbase has to be moved to the TV to complete setup but then won't as it cannot connect on wifi. I did a factory reset on all units but that did not work. I brought the TV into the hallway to complete the remote setup after the reset so at least I can get sound and adjust the TV. I cannot get the Playbase on the network and therefore cannot pair it back with my surrounds. So frustrated!
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Keith N
Keith NAnswer
Sonos Staff
November 15, 2017
Hi there, User418910. Thanks for reaching out to the Community about this and thanks to jgatie for the assist. According to the diagnostic report, it seems the PLAYBASE has a faulty wireless card and will need to be replaced. I took the liberty of creating a support ticket for you regarding this with the reference number 171115-000242. Keep an eye on your email inbox for an email to gather final details. Thanks for your patience.
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Gitex
Lyricist II
January 17, 2018
It’s on my uverse router Arris nvg589
I also noticed when trying to setup wirelessly the Sonos does show up asks for the password, takes it then searches try’s to hook up to the network . If I go back to the I pad or I phones setting the Sonos is not there anymore in the wireless group.
Btw thanks for the help..
Gitex
Lyricist II
January 18, 2018
Still nothing
paulgrimes79
Lyricist I
February 16, 2018
I have sound through my playbase via the optical cable from my TV but my controller cannot find my playbase. My diagnostic number is: 8499908
paulgrimes79
Lyricist I
February 16, 2018
I have just spoken with tech support and it appears that there is a problem with the wireless card in the playbase. Sonos are going to replace the unit.
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