Re-setting up Play:5/2 fails - turns orange instead of white

50 replies
10807 views

Hi Sonos.

I've had a pair of Play:5 gen. 2 for a month or so and it has been working flawlessly as stereo speakers in my living room.

However, tonight all of a sudden the right side speaker didn't play - it did earlier this morning. Thus, I "dis-paired" the speakers and tried to set up the right side player again. Which failed. So I reset it to factory default. Then it seemed like it was working properly: The light flashed green. So I went on to set up the Play:5 Gen 2 as a new speaker: I went to settings, tapped add player, logged in, made sure the player was powered (still green light flashing), selected Play5 Gen 2 from the drop down menu, pressed the connect button, heard the sound, and then.. instead of turning white the player's light turned orange (at first flashing with some red flashing occasionally, and eventually SOLID ORANGE). Needless to say the set-up failed. So I looked it up on your website. Solid orange apparently means over heated? However my living room is just 23 degrees C, and the speaker isn't warm at all, and has been off for around 8 hours.

After a while - I guess ten minutes - the light was flashing green again, so I tried one more time to set it up. Without luck. Same error. After a while, again green lights. Tried again. Same problem.

The other speaker, the left side Play:5 Gen 2, is working perfectly fine (with wi-fi music through Spotify as well as line-in audio from my tv).

What is happening? Is it some sort of manufacturing error or am I doing something wrong here?

I submitted diagnostics: 7416222

Best regards
Kasper

This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.

Tom BAnswer

Retired Sonos Staff

Diagnostics: 7427284

Thanks for that diagnostic. Unfortunately that PLAY:5 has developed a fault with it's wireless card and we need to replace it. I've created a support case under the email you registered your account with. You'll get an email from us shortly with some further instructions.

Help others find useful content by clicking the like button and selecting the best answer to your question

Tom B

Retired Sonos Staff

Hi Kasper, welcome to the community. The solid orange light at that stage of the setup process just means that the speaker was unable to obtain an IP address from the router, so basically for some reason it could not join the network. Can you try the factory reset and setup again, but this time do it with the PLAY:5 connected to your router with Ethernet. This will probably allow work and allow the speaker to join. At that point please send us a new diagnostic while the speaker is still wired and reply here with the number you get.

Help others find useful content by clicking the like button and selecting the best answer to your question

K

K THOMSENAuthor

Contributor I

Hi Tom.
I reset to factory with ethernet. Got 7425216.
Now it's constant white, and if I go on and add unit it finds my Play:5/2 right away. Should I just set it up with the ethernet connected and then pull out the ethernet? I have to pull out power as well, then. My ethernet isn't long enough to go from my router to shelf where the speaker should be..

K

K THOMSENAuthor

Contributor I

So I just did the above mentioned: Set-up the second speaker using ethernet, paired it as stereo. Worked fine. Until I pulled the ethernet. Then it's off again. This time with a white light, though.
Diagnostics now: 7425286

Seems like the wireless receiver is broken?

The non-working speaker is literally three feet from the router.

Omar H

Sonos Staff

Hey K THOMSEN,

Thanks for submitting those diagnostics. From what you're describing there may be a problem with the PLAY:5's wireless card. If you don't mind, please wire the malfunctioning PLAY:5 to the router again. When it's connected and visible in the Sonos app, please submit a diagnostic while it is plugged into the router. Once we get a diagnostic with the PLAY:5 that has not been able to stay connected wirelessly, we will have a better idea of what is going on with it.

We appreciate your patience and cooperation.

K

K THOMSENAuthor

Contributor I

Hi Omar.
Now it's connected to my system again (wired to the router) and paired as stereo with my other Play5.

Diagnostics: 7427284

Tom BAnswer

Retired Sonos Staff

Diagnostics: 7427284

Thanks for that diagnostic. Unfortunately that PLAY:5 has developed a fault with it's wireless card and we need to replace it. I've created a support case under the email you registered your account with. You'll get an email from us shortly with some further instructions.

Help others find useful content by clicking the like button and selecting the best answer to your question

K

K THOMSENAuthor

Contributor I

Okay. I've send the e-mail.

D

DanielK

Lyricist I

Dear Sonos,

I've the exact same issue with my Play:5 gen 2. It was working perfectly and all of a sudden the Sonos system didn't recognize one of the play5 speakers. Tried everything and finally resetted it. Now after adding the play5 again, the light turned solid orange.
What to do?

Thanks.
Best regards,
Daniel

jgatie

A solid orange LED is warning mode. This is usually due to overheating, but can be other things. The advice on the Sonos Support site is the following:

If you’re setting up a Sonos player for the first time:

If this is the first time setting up your Sonos System, follow the instructions in our article: How to Set Up Sonos: Standard Setup

If you already have a working Sonos System, follow the steps in our article: Adding a new Sonos product to your system

If your player has already been set up and was previously working properly, but now displays a solid orange light:The player is in a warning mode and may be in danger of overheating. You may find that the player’s volume will not go above a certain level, or turn off altogether. Unplug the product and move it to a location where it can cool down. Ensure the room temperature is less than 104°F / 40° C and move the product out of direct sunlight. Wait several minutes for the player to cool down and then reconnect it to power. Wait a minute until the player displays a solid white light and attempt to play music to the player. If these steps do not resolve the issue, please contact Customer Care.

https://sonos.custhelp.com/app/answers/detail/a_id/227/~/led-lights-on-sonos-products