Lost A Room On the Sonos App

Hi lvnt, welcome to the community. Can you temporarily wire in that missing player to your router with Ethernet cable? Make sure the light flashes white for a minute or so and then goes to solid white. That's what you should see for normal operation. Once you get that white light, check on the app to see if the room has appeared. If not, try adding it again by following the menu under Settings > Add a Player or SUB. If you ever manage to get the speaker showing again, please send us a diagnostic at that point and reply here with the number you get.

If you cannot get it to appear, or the lights are not doing what you expect, you may want to try a factory reset on it. If that works, try to add it in again. Let us know how it goes.

Hi Tom, is there anything to do here? It's very frustrating not to be able to use the play1. It's a very expensive paperweight just now... Again upon pairing, the app sees it with the appropriate SN (MAC address) then when I press the two buttons there's a deep dongding,the light goes blinking orange, and then nothing, shortly I'm back to blinking green.

chathamtri: Understood. Thanks for the diagnostic report. I notice you are using a Google WiFi Router. When trying to set up Sonos in a Standard wireless configuration on a Google WiFi network, I have found the best success working with a technician over the phone. One of the challenges with wireless on Google WiFi is that the channels automatically change. This can cause havoc for Sonos. When you get on the phone with a technician they should be able to help get your system in a more stable configuration. Our contact information can be found here.

lvnt: Here was my last reply to you.
After pressing the two buttons the flashing orange LED is normal. This means it is trying to communicate with your network and get an IP address (as noted here). What we are more interested in is what the Sonos application is doing after the button press. Does the screen stay at the press the two buttons step or does it say "Connecting..." and then fail?

As you'd assume, these outcomes tell us different things about where in the handshake process things went awry. Thanks in advance.
If you are still having troubles after this much time has passed, I would recommend giving our technicians a call to troubleshoot this in real time. We want to respect your time and get this PLAY:1 working as expected. On the phone, they can go over the steps in a remote session with you on a local computer. Thanks.

I am having the same problem with my Play 5 on my account. I have factory reset my speaker. I have re added the speaker. I have reset my modem. I have reset my controller. I have called repeatedly and not gotten through to technical support. Can you please help with this issue?

Diagnostics number: 8139632

Hi,

I've also lost two rooms.
My Setup is as follows:
- One Play:Bar ("Livingroom") -> Linked to Ethernet
- Two Play:1 ("Gartenzimmer" and "Jakob")
- Two Play:3 paired as Stereo (named "Kitchen")
- One Sonos One (named "One")

Had a party today,
- grouped Livingroom and Kitchen
- first, Livingroom started turning off and on, while it was showing on the App, while Kitchen kept playing
- after 15 Minutes, the "Kitchen" (and the "One" - but not used) were lost from the App, Kitchen kept playing
- then, music from "Kitchen" stopped
- stopped all Sonos Apps and restarted them several times (also later) w/o success
- Restarted the Router (Speedport W725V) twice, w/o success
- Climbed up on the kitchen counter while the guests were there to pull the plugs from the Play:3's - no success
- Changed channels on both Sonos and Router, no succes


Sent Diagnostics as 8199385

I really need you to fix this. Though it sucks that my party had to go withouth music...

PS - perhaps when sending the diagnostics, one of the kitchen players was still unplugged...

I lost my play 5, diagnosis 8239024

Hi Sonos team,

Same issue here. Tried rebooting and changing the WiFi channel on boost. Living room (play 5) is not showing up after it had worked for about a year without any issues. Diagnostics number is 8380347.

Thank you for your help!

Hopefully Sonos sees your diagnostic. Sometimes its hard to see at the end of a 5 page thread.

If you take the Play:5 to your router and plug it up via Ethernet - does it come up then?

Manuel Gemperli: Thanks for the diagnostic report. Please plug the PLAY:5 into the router via Ethernet and resubmit your diagnostic report. I'll be happy to give next steps. Thanks in advance.

Thank you, Chris and Keith! Once I’m back home I will try that and let you know what happens.

I tried plugging the play:5 into the router via Ethernet and it worked. I submitted a diagnostic report while I had it plugged in. The number is 8387808. As soon as I unplugged it the player disappeared again.