play 1 incompatible

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

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. 

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. 

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?

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

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.

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.

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?

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…

Hi ​@Lenemariek 

Misleading? In what specific way, please? I searched for existing cases under your email address and could not find any, so I cannot verify or check what was said to you.

Play:1 speakers have not been made obsolete. Many people still have operational Play:1 speakers in their systems.

Sonos have not in any way rendered your Play:1 speakers inoperable. We have, however, ceased making them. Long ago. We have also ceased to make their replacement - that is just how old Play:1 speakers actually are, and yet we do still support them. We cannot offer you a replacement Play:1 as we do not have any in stock, nor have we for several years.

If you did indeed contact support and were offered a discount for another product, it would have been because your Play:1 was faulty - as in, we are unable to help in any other way. If it were not faulty, the speaker would only earn you a 15% discount, not 30%.

Ultimately, however, none of this is down to me - I am not a manager. If you feel like you are due more than you were offered, I can only recommend that you get back in touch and ask to speak to a manager.

I hope this helps.

Mother nature is never fair. Hardware can fail at any time. There are many, many thousands of PLAY:1’s that are still working. In this particular case a small area of memory, rarely used, could have failed. If this area is used only during certain functions, such as Factory Reset, reboot, or update, the unit could work OK until these functions are executed. I have friends with PLAY:1’s that are still working.

Check around. I don’t think that you’ll find many companies that will give a 30% update credit while replacing failed units.

Thank you for taking the time to answer. 
the reason I found the comment misleading is because we, after tedious troubleshooting and many attempts to set back to factory settings and re-connecting our speakers, we als only got the option: buy more stuff. 
That is not what we want. 
 

I understand Sonos will never have the durability of th old school speakers, simply because they depend on modern things like network and updates. And I am sure a 30 percent discount is a lot. But I don’t want to buy something new when what I had worked perfectly yesterday, without me changing anything - no matter the discount….

Hi ​@Lenemariek 

To be very clear: if a speaker does not successfully factory reset, we consider that time to replace the unit. No amount of fiddling with settings or cables or anything else will help.

If it does factory reset, then you may have better luck than ​@Jayne01, but I recommend getting in touch with our technical support team first - I can only assume that if you have been through full troubleshooting with a support agent, there would be an extant case to show for it. If you have only done your own troubleshooting, have you tried rebooting your router? I’d certainly try it before writing anything off.

However, to say that what I said is misleading just because two people somewhere on Earth have broken Play:1s is itself misleading - I did not say that no Play:1 unit will fail, ever.

I hope this helps.

Corry P - just to be clear…..I have not broken either of my Play 1s…...they just stopped connecting to my Sonos App.  I have power to both of them….white light showing when plugged in.

Hi ​@Jayne01 

I was not trying to suggest you had. I said “two people somewhere on Earth have broken Play:1s”, not “two people somewhere on Earth have broken their Play:1s” - the latter implies fault, the former does not.

However, something has happened, and I feel for you. As two units are affected, my assumption would be the a power spike caused it, but I really don’t know one way or the other.

If a speaker will not factory reset, then it is faulty. That does not mean that it was your - or anyone else’s - fault. What it does mean, however, is that it is essentially unfixable.

Understood.  I do find it incredulous that I simply have to throw them away.  There are so many choices out there now, I won’t be replacing them with Sonos speakers, sadly.

Honestly, ​@Jayne01, I understand - I really do. And I can’t really blame you for your stance on this.

For your information, the only fault that would result in the light not coming on would be a fault with the power supply built into the speaker. The fact that the light does come on means that the power supply is fine, but that the storage (again, just a guess), or something else, is not OK. Assuming that it is the storage that has failed, that means that the computer inside the speaker never gets as far as finding out that it is, in fact, a Sonos speaker, never mind getting as far as connecting to the Wi-Fi in order to show up on the app. I don’t see how any other company producing smart speakers would be able to prevent this, but again, I understand your position.

​@Jayne01 ,

If you have not already done this, I suggest that you uninstall and reinstall the controller App.

Again, Mother Nature is not fair. Hardware can fail in any way she pleases. That said, there can be characteristic failures of a particular model. Technicians in large service centers usually know the failure as soon as the model number is given. This does not imply that all units of that age will fail, only that there is a typical failure mode for units that arrive for service at that age.

Here in the Community we don’t have access to the data necessary to judge if your unit’s failure is typical. I can say that I don’t recall any other comments reporting your exact issue. It is possible that a nearby lightning strike damaged both units. 

What option did you want?   Seriously, if you have a hardware failure, and the product is out of warranty, or an extended warranty if you purchased that, what were you expecting?  Were you looking to repair? Did you want Sonos to send you out a new speaker for free?

Your profile says you’re in the UK, ​@Jayne01. Try doing a web search for “Sonos repairs”; there’s a uk company that offers it. You’d lose your 30% trade-in (but you’ve said you’re not intending to buy more Sonos) but they may have a view on the repair potential for your speakers. 

We experience much the same. They makeall the right lights, even the right noises. They just don’t want to (?) connect. 
 

I wish you the best of luck finding a suitable solution. 

Hi ​@Lenemariek 

If your speaker is capable of making any sounds at all, it is very likely that it has an entirely different issue than that of ​@Jayne01’s speakers. I recommend you get in touch with our technical support team who have tools at their disposal that will allow them to give you advice specific to your Sonos system and what it reports.