Contributor I

Answered

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

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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.

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S

sbodas

Lyricist I

I have the same issue with my gen2 play:5 that I keep in the kitchen. It was working fine for the past several months connected via wifi and suddenly this morning it won't connect. I tried a factory reset and I get an orange light at the end of the setup process. I was able to successfully set it up using a wired connection. My diagnostic confirmation number is 7853065.

Keith N

Sonos Staff

Hi there, sbodas. Thank you for the diagnostic report and your patience. I was able to look up your Sonos account and saw you currently have a ticket with our technicians to get the PLAY:5 replaced. Feel free to respond directly to the email message sent to your email, or give us a call and use the reference number: 170920-000328 - This will allow the technicians to pull up the ticket and the previous diagnostics.

Building community is like building a garden. You build the frame, till the ground, plant the seeds, feed the plants & sometimes you gotta pull the weeds.

P

PatrickN

Contributor I

Hi. I’m experiencing the exact same sequence of events and issue as the OP. Play 5 missing from list, reboot with white light, reset goes to flashing green, try to add to system results in solid orange led. Same fault? (Boost set up)

Keith N

Sonos Staff

PatrickN: If you plug the PLAY:5 into the router using an Ethernet cable does the speaker associate as expected? If so, please submit a diagnostic report with the speaker plugged into the router and be sure to reply with the seven-digit confirmation number it gives at the end.

Thanks in advance.

Building community is like building a garden. You build the frame, till the ground, plant the seeds, feed the plants & sometimes you gotta pull the weeds.

P

PatrickN

Contributor I

Hi. Yes, speaker is found on the network and sets up correctly when using ethernet connection. Fails to be found when disconnected. Diagnostic report 8110425.

Keith N

Sonos Staff

PatrickN: Understood. Thank you for submitting the diagnostic report. I was able to determine that the device has a faulty wireless card. Please send me a PM with the following details and I will be happy to get the replacement process started.

Full Name:
Shipping Address:
Contact Number:

Thanks in advance.

Building community is like building a garden. You build the frame, till the ground, plant the seeds, feed the plants & sometimes you gotta pull the weeds.

C

carterw25

Lyricist I

I am having the same issue. I just plugged the faulty speaker into my Ethernet cable and ran a diagnostics report as well. The diagnostic number is 8200471.

You should see two play 5s and one play 3 on the report.

Thank you

M

mattkeegan

Lyricist I

Same issue here - diagnostic 8317923

M

mallats123

Lyricist I

Hi, please can you help. I am experiencing the same issue as described here. Working fine then one day this speaker stopped, other speakers working fine. I have tried the same steps as K THOMSEN. The device (Play 5) can only been seen wired but cannot be added via wireless. I think the wireless card is faulty. My diagnostic number is 8411233. Thanks in advance.

B

bastianpasaribu

Lyricist I

Have the same problem happened just today morning, sudenly play5 loosen from the apps and even the light is continous white (but not solid). Try to follow steps for adding new play5, with wired just fine but not without it & continous orange light (wifi just fine since i still can play the playsub).The diagnostic is 8448259. Please help thank you

Rgds,
Bastian

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