Grateful for anyone who can help please - I've been tearing my hair out!
I’m unable to properly connect my 2 OneSLs to the new Wi-Fi network after we upgraded the router. Surprisingly the two old Play:3s and a more recent Move work fine and are happily connected.
The router is a Vodafone Ultra Hub with extender which offers 2.4, 5 and 6Ghz on different networks, recognising that older devices may not be able to connect to 6Ghz.
the OneSLs are instantly recognised when connected by Ethernet but disappear when using Wi-Fi. They can be found by factory resetting on Wi-Fi but then disappear again at the end of the “add new speaker” process (this finishes with the statement: “your product has been added, but may not appear in your system unplug it, plug it back in, to finish setup from settings” and of course when you do that it can't be found again!)
restarting the router doesn't help
turning off the extender doesn't help
separating the different networks doesn't help
connecting via Ethernet doesn't help factory resetting doesnt help
Any thoughts on alternative ways to connect to and keep OneSLs connected??
Best answer by Ken_Griffiths
Thanks Ken
I have indeed tried those steps several times but they haven't been successful.
Bizarrely, that article suggests that my Play:3s are likely to be ones that may not be discovered but in fact they're working fine.
The article also recommends factory resetting any products that could not be discovered, before adding them back, but the trouble is that my OneSLs don't remain connected after following those steps.
grateful for your help though
I can only think it’s related to the WiFi network - ensure it’s 802.11b/g backward compatible and maybe try WPA2 AES personal security mode and see if that fixes it. I would even temporarily disable the 6Ghz band and re-enable once you have the devices setup (hopefully). If it doesn’t work then also check your mobile device meets the requirements in this link:
If the matter persists, then it maybe best to reproduce the issue(s) seen and immediately submit a Sonos system diagnostic report from within the Sonos App, note it’s reference and contact/chat with Sonos Support Staff via this LINK and see what the Staff can perhaps suggest to help you to resolve the matter.
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I have indeed tried those steps several times but they haven't been successful.
Bizarrely, that article suggests that my Play:3s are likely to be ones that may not be discovered but in fact they're working fine.
The article also recommends factory resetting any products that could not be discovered, before adding them back, but the trouble is that my OneSLs don't remain connected after following those steps.
I have indeed tried those steps several times but they haven't been successful.
Bizarrely, that article suggests that my Play:3s are likely to be ones that may not be discovered but in fact they're working fine.
The article also recommends factory resetting any products that could not be discovered, before adding them back, but the trouble is that my OneSLs don't remain connected after following those steps.
grateful for your help though
I can only think it’s related to the WiFi network - ensure it’s 802.11b/g backward compatible and maybe try WPA2 AES personal security mode and see if that fixes it. I would even temporarily disable the 6Ghz band and re-enable once you have the devices setup (hopefully). If it doesn’t work then also check your mobile device meets the requirements in this link:
If the matter persists, then it maybe best to reproduce the issue(s) seen and immediately submit a Sonos system diagnostic report from within the Sonos App, note it’s reference and contact/chat with Sonos Support Staff via this LINK and see what the Staff can perhaps suggest to help you to resolve the matter.
In an earlier thread posted a couple of weeks ago in the community here, a user with a ‘similar’ issue with setting up their speakers after changing their router managed to resolve it by resetting the Sonos App and then the setup worked for them, so maybe consider trying that too.
Just ensure you connect the reset App back to the ‘existing’ Sonos system first and that the One SL’s are then factory reset with a flashing green status light prior to their setup. See these links:
