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Answered

Play:5 gen 1 not working

  • October 26, 2020
  • 3 replies
  • 572 views
W

My Sonos Play:5 and playbar have stopped connecting. I cannot connect to my Sonos products anymore. The white light is on. The playbar works with the tv. I have tried everything to reconnect. Can I do a factory reset? Any other "tricks"? 

 

Tia. 

Best answer by Paul A

Hi @Wyte Frog.

Welcome to the Sonos community and thanks for bringing this to our attention and for doing the extra effort on doing the extra basic troubleshooting step. I do understand the frustration as it seems to work in the past and yet based on the situation it all of a sudden stopped working.

I would like to recommend some basic troubleshooting steps and check what would be the possible results.

  • Can we try rebooting the router? (unplug the router from power and plug it back after 10-15 seconds)
  • Once the internet connection has been restored, let us reboot the Sonos device connected to the router via ethernet cable (if applicable). If not, Let us reboot the Sonos device nearest to the router. (unplug the Sonos device from power and plug it back after 10-15 seconds).
  • After the Sonos device displays a solid white light, let us try to reboot the next Sonos device until all of them are finally rebooted.
  • Then, we may want to consider relaunching the Sonos app. ( Force close the Sonos app from the running background and re-launch the Sonos app).
  • Let us check if the Sonos app would now reconnect to the existing Sonos system.
  • If the Sonos app still has the same problem, we may want to try rebooting the mobile controller.  (turn it off and turn it back on).
  • We may also want to consider trying a different controller to check if we may have a different result. (different mobile phone)
  • We may want to consider submitting a diagnostic so we can further check what is going on.

After following the recommendations above accordingly and still have the same issue, I would like to recommend provid9ong some details so we can check our internal articles to see what might be causing this issue. We do not recommend factory resetting a Sonos Device until all possible troubleshooting steps have been exhausted as it may not work even after a complete factory reset.

  • Router make and model.
  • Wifi extender/Wifi Booster/Wifi repeater make and model if applicable.
  • Secondary router make and model if applicable.
  • Mesh system like Deeco, Ubiquity, Google Mesh, or eero mesh system if applicable.
  • Other devices connected to the router (wired connection).
  • Other devices connected to the Wifi network (wirelessly).

I hope this helps.

Please let us know if you still have further questions or concerns. We are always here to help out.

Thanks,

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3 replies

Paul A
Forum|alt.badge.img+17
  • Paul A
  • Retired Sonos Staff
  • Answer
  • October 26, 2020

Hi @Wyte Frog.

Welcome to the Sonos community and thanks for bringing this to our attention and for doing the extra effort on doing the extra basic troubleshooting step. I do understand the frustration as it seems to work in the past and yet based on the situation it all of a sudden stopped working.

I would like to recommend some basic troubleshooting steps and check what would be the possible results.

  • Can we try rebooting the router? (unplug the router from power and plug it back after 10-15 seconds)
  • Once the internet connection has been restored, let us reboot the Sonos device connected to the router via ethernet cable (if applicable). If not, Let us reboot the Sonos device nearest to the router. (unplug the Sonos device from power and plug it back after 10-15 seconds).
  • After the Sonos device displays a solid white light, let us try to reboot the next Sonos device until all of them are finally rebooted.
  • Then, we may want to consider relaunching the Sonos app. ( Force close the Sonos app from the running background and re-launch the Sonos app).
  • Let us check if the Sonos app would now reconnect to the existing Sonos system.
  • If the Sonos app still has the same problem, we may want to try rebooting the mobile controller.  (turn it off and turn it back on).
  • We may also want to consider trying a different controller to check if we may have a different result. (different mobile phone)
  • We may want to consider submitting a diagnostic so we can further check what is going on.

After following the recommendations above accordingly and still have the same issue, I would like to recommend provid9ong some details so we can check our internal articles to see what might be causing this issue. We do not recommend factory resetting a Sonos Device until all possible troubleshooting steps have been exhausted as it may not work even after a complete factory reset.

  • Router make and model.
  • Wifi extender/Wifi Booster/Wifi repeater make and model if applicable.
  • Secondary router make and model if applicable.
  • Mesh system like Deeco, Ubiquity, Google Mesh, or eero mesh system if applicable.
  • Other devices connected to the router (wired connection).
  • Other devices connected to the Wifi network (wirelessly).

I hope this helps.

Please let us know if you still have further questions or concerns. We are always here to help out.

Thanks,

Help others find useful content by clicking the like button and selecting the best answer to your question
W
  • Wyte Frog
  • Author
  • Contributor I
  • October 26, 2020

Hi Paul,

Thanks for the instructions. I've got it all working again. Turns out it was the playbar that had the issue. I'd turned off everything (WiFi, play:5, phone, app) and even connected the play:5 directly into the router. Finally I  turned the playbar off at the mains. We have a powerline connection for the playbar, so even with the play:5 plugged directly into the router it wasn't finding the Sonos system. Once I'd turned off the physical network to the playbar (powerline), I turned everything back on in the order you suggested and reset my phone app. I then reconnected to my system successfully! 

 

Thanks for your help. 

 

Paul A
Paul A
Forum|alt.badge.img+17
  • Paul A
  • Retired Sonos Staff
  • October 26, 2020

Hi @Wyte Frog.

Thanks for the update and immediate response.

You’re most welcome. I’m glad that everything is back and working again. I do hope you continue to love and enjoy your Sonos. The Playbar might just fell off the grid and the reboot did the trick to get it back connected to the network again.

Please be sure to reach out or create a topic if you still have any further questions or concerns. We are always here to help out.

Thanks,

Help others find useful content by clicking the like button and selecting the best answer to your question
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