Contributor I

Answered

play 1 incompatible

23 replies
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I have been told by Sonos support that my Play 1s are no longer compatible with my Sonos system and are therefore defunct. They offered me 30% off new ones. I am finding this very hard to accept. Anyone else had the same issue?

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Corry PAnswer

Sonos Staff

Hi @Jayne01

Our apologies again - I shall provide some feedback to the agent concerned.

If neither speaker will factory reset, then that is exactly what has happened, though it’s certainly unusual - perhaps there was a power cut? If so, when the power came back on there may have been a power surge that damaged both speakers. Or, if they were powered on for many years, it is possible that they both had their flash memory fail to such an extent that they were both destined to stop working the next time they rebooted and checked their storage errors.

As the speakers will not turn on, it’s impossible to ask them, unfortunately.

I’m sorry, but it’s unlikely that anyone will call - the issue with the speakers has already been determined, and the only possible recourse is to replace the speakers, and that’s in your hands at this present moment. Please be sure, however, that the second Play:1 will also not reset (go to flashing green when following the steps outlined here precisely).

I do recommend that you get back in touch with support regarding the second speaker - to get a second 30% discount (as opposed to a 15% discount), you will need to go through the same steps and arrange an RMA (Return to Manufacturer Authorisation) for it too.

I hope this helps.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

N

nik9669a

Senior Virtuoso

That doesn’t sound right, unless you mean incompatible with a soundbar? Play:1’s work on S1 or S2 systems.

Airgetlam

As far as I’m aware, PLAY:1s are no longer capable of acting as surrounds for the ARC Ultra.

I have several PLAY:1s in my various rooms, all running S2, and functioning well. Just not using them anymore as surrounds, I’ve updated those to Era 100s on one Arc, Era 300s on the other Arc. Sadly, I don’t own an Arc Ultra, but it didn’t seem to be enough of an upgrade for my needs. Great speakers, though. If I dindnt already have two Arcs, I’d buy one immediately.

Bruce

J

Jayne01Author

Contributor I

That doesn’t sound right, unless you mean incompatible with a soundbar? Play:1’s work on S1 or S2 systems.

I contacted Sonos CS as my play 1s will no longer connect to my app. I have only ever used them as speakers. Any help greatly appreciated, I don't want to just throw them away.

106rallye

What app? S1 or S2? Did you try to cable connect them temporarily? Did they just suddenly lose contact or did you do something like change your router?

J

Jayne01Author

Contributor I

The Sonos app. I went through an hour of troubleshooting.

Stanley_4

Grand Maestro

My Play 1s, now at one of the kid's homes are working fine as surrounds for the Arc I also passed to the.

You got a bad Customer Service representative, call back and get a different one. Have them look at your previous call so they can get the original rep up to standard and so they can see what has already been done.

You could try a couple easy things as long as you haven't factory reset them. Power down all Sonos, reboot router and controller, once fully ready power up your Sonos.

Corry P

Sonos Staff

Hi @Jayne01

Welcome to the Sonos Community!

I am sorry to hear of your Play:1 not working anymore.

Your report alarmed me, so I searched for and found your case with us.

Your Play:1 speaker is not incompatible with your Sonos system - it is completely non-functional. The agent you spoke to led you through the process to factory reset it, which it failed to do. The speaker is completely broken - it will never work in any capacity again.

Our apologies if this was not communicated clearly enough to you - I can see that it was not explicitly stated in the same way that I have just done.

The option remains that you can get a discount off a (upgraded) replacement, but it is entirely your choice whether to do so or not.

I hope this helps.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

J

Jayne01Author

Contributor I

Thank you for the response and you are right, that was not communicated at all. Also, I have 2 x Play 1s how could it be that both have the same issue? Both have lights on when plugged in. Perhaps someone from Sonos help desk could call me?

Corry PAnswer

Sonos Staff

Hi @Jayne01

Our apologies again - I shall provide some feedback to the agent concerned.

If neither speaker will factory reset, then that is exactly what has happened, though it’s certainly unusual - perhaps there was a power cut? If so, when the power came back on there may have been a power surge that damaged both speakers. Or, if they were powered on for many years, it is possible that they both had their flash memory fail to such an extent that they were both destined to stop working the next time they rebooted and checked their storage errors.

As the speakers will not turn on, it’s impossible to ask them, unfortunately.

I’m sorry, but it’s unlikely that anyone will call - the issue with the speakers has already been determined, and the only possible recourse is to replace the speakers, and that’s in your hands at this present moment. Please be sure, however, that the second Play:1 will also not reset (go to flashing green when following the steps outlined here precisely).

I do recommend that you get back in touch with support regarding the second speaker - to get a second 30% discount (as opposed to a 15% discount), you will need to go through the same steps and arrange an RMA (Return to Manufacturer Authorisation) for it too.

I hope this helps.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

L

Lenemariek

Lyricist II

Hi @Jayne01

Welcome to the Sonos Community!

I am sorry to hear of your Play:1 not working anymore.

Your report alarmed me, so I searched for and found your case with us.

Your Play:1 speaker is not incompatible with your Sonos system - it is completely non-functional. The agent you spoke to led you through the process to factory reset it, which it failed to do. The speaker is completely broken - it will never work in any capacity again.

Our apologies if this was not communicated clearly enough to you - I can see that it was not explicitly stated in the same way that I have just done.

The option remains that you can get a discount off a (upgraded) replacement, but it is entirely your choice whether to do so or not.

I hope this helps.

I’m sorry, but if anything I find this highly misleading. We have also tried to get our Play1’s to connect again after they suddenly just «couldn’t connect» a few days ago.
By now we’ve figured out Sonos simply doesn’t do Play1 anymore and couldn’t bother keeping that product «alive» for their customers. Instead we are offered a refund if we buy another one of their products…

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