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K THOMSEN
Contributor I
May 20, 2017
Answered

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

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 B
Tom BAnswer
Retired Sonos Staff
May 24, 2017
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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50 replies

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mickadkins
Lyricist II
September 2, 2018
I am having the same problem with my play 5 gen 2. Re-set with wired connection, now recognised. Diagnostic submitted #71640042.
John B
September 2, 2018
I am having the same problem with my play 5 gen 2. Re-set with wired connection, now recognised. Diagnostic submitted #71640042.Hi. Could you explain what you mean by reset with wired connection'? Factory resetting does not involve any form of connection. Could you explain exactly what you have done?
mickadkins
Lyricist II
September 2, 2018
Hi Jon - thanks for picking this up. I first performed a factory reset (unplugged, then plugged back in holding down the connection button). The problem persisted. My play 5 was not visible to set up. Following the advice on this thread, I did the factory re-set again, but this time with a wired connection. The play 5 was then visible, was set up and is now operating correctly, albeit with a wired connection, not wifi.
John B
September 2, 2018
Do you normally operate in standard or Boost mode. This is, do you have a Sonos device wired normally or are you fully wifi? I take it that after resetting you just used 'Add a player or Sub' to add it back to your system?
mickadkins
Lyricist II
September 2, 2018
Hi John,

I normally operate just on standard wifi - no Sonos devices are wired normally. Yes - after re-setting I just worked through the Add a player or sub process.

Thanks for your help.
John B
September 2, 2018
If your other speakers are working over wifi, and the P :5 disappears when the cable is disconnected, then it may be a failed wireless card. The diagnostic would reveal that.

After disconnecting the cable, power the speaker off and on before you give up!
mickadkins
Lyricist II
September 2, 2018
Hi - yes, disconnected, disappeared and then power cycled and still not there. Do you know if Sonos deal with this directly, or I am best to go through the retailer?
John B
September 2, 2018
I'm afraid I don't know. I would pick it up with Sonos when they comment on the diagnostic. To save waiting you could call Support. I would pursue directly with Sonos until they tell you otherwise.
cdew101
Lyricist I
May 14, 2019
I am having the same issue suddenly with THREE of my speakers. Somehow, this all happened at once. I have the issue with two Play 1's and a One. After resetting them, the blink green as they should, but when I try to add them back, they blink orange and then turn solid orange.

What do I do to solve the problem?
Jeff S
Jeff S
Retired Sonos Staff
May 21, 2019
I am having the same issue suddenly with THREE of my speakers. Somehow, this all happened at once. I have the issue with two Play 1's and a One. After resetting them, the blink green as they should, but when I try to add them back, they blink orange and then turn solid orange.

What do I do to solve the problem?

Hi cdew101,

Please try temporarily wiring in one of your Sonos speakers to your router using an ethernet cable. Then, start up the app and try to set up a system. Once connected, you can head into the settings menu, then choose advanced settings to find the wireless setup.

If you're still unable to get the speakers connected, it would be a good idea to continue troubleshooting live with our phone team. You can find our phone number and hours here.
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