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Answered

Cant add play:5 gen 2 wirelessly

  • November 20, 2020
  • 5 replies
  • 404 views
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Hi,
I have reseted the device in order to connect it to a new system setup. The s2 app recognize the device but is unable to join network.
 

When I try to connect it using an Ethernet cable it works smoothly.
 

I have 4 other devices in the same location that were connected wirelessly so it is not an app or router issue, I also restarted my router just in case.

 

Does anyone has an idea?

I've try to run diagnostic but the only thing I could do is submit diagnostic to the customer support.

 

Thanks a lot,

Eyal
 

 

Best answer by ClausN

Are the 4 devices already connected to your wifi newer products than the Play:5, and maybe connecting to 5 GHz wifi?

Make sure your router broadcasts 2,4 GHz b/g as Play:5 cannot connect to 5 GHz:

https://support.sonos.com/s/article/126?language=en_US

If you can keep one of your Sonos devices permanently wired, it will create a dedicated SonosNet, lifting all devices off your wifi. However, sub and surround speakers cannot be wired:

https://support.sonos.com/s/article/3209?language=en_US

If none of above helps, submit a diagnostic within 10 minutes from trying to add the Play:5, post the number here in the community and wait for a Sonos employee to pick it up - or you can call Sonos Support with the diagnostic number.

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5 replies

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  • ClausN
  • Answer
  • November 21, 2020

Are the 4 devices already connected to your wifi newer products than the Play:5, and maybe connecting to 5 GHz wifi?

Make sure your router broadcasts 2,4 GHz b/g as Play:5 cannot connect to 5 GHz:

https://support.sonos.com/s/article/126?language=en_US

If you can keep one of your Sonos devices permanently wired, it will create a dedicated SonosNet, lifting all devices off your wifi. However, sub and surround speakers cannot be wired:

https://support.sonos.com/s/article/3209?language=en_US

If none of above helps, submit a diagnostic within 10 minutes from trying to add the Play:5, post the number here in the community and wait for a Sonos employee to pick it up - or you can call Sonos Support with the diagnostic number.

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  • eyalbis
  • Author
  • Contributor I
  • November 22, 2020

Hi,

Thanks for your reply.

I have tried to connect to a 2.4 GHz network but it's still failing.

 

I have also tried from Android phone. No luck.

I have submitted the diagnostic now.

There's only a confirmation number (Attached).

 

Thanks a lot,

Eyal

 

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  • eyalbis
  • Author
  • Contributor I
  • November 28, 2020

Hi,
Does anyone know how to reach a Sonos employee?
Thanks,
Eyal

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  • eyalbis
  • Author
  • Contributor I
  • December 2, 2020

Hi,

 

Please help me. I have no idea what to do with this unit.

 

Thanks,

Eyal

Airgetlam
  • Airgetlam
  • December 2, 2020

Here is how to call Sonos Support directly to discuss it. 

Note that Sonos does not maintain support offices in every country, you may need to place an international call, if you’re unwilling to wait for a Sonos moderator to look at the diagnostic. 

Bruce
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