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Ardarb
Contributor I
January 31, 2025
Answered

play 5 gen 1 poor connectivity

I have 2 play 5 gen 1 speakers which I’ve had for 10 years. They occasionally would stop playing music but in the last year have become really bad with one of them frequently stopping playing all together. Any advice on how to improve this? Our internet is fine and they are close to the router. Is a factory reset and reset of system worth a try. I don’t really want to replace them 

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Schlumpf
SchlumpfAnswer
Virtuoso
January 31, 2025

​@Ardarb 

A factory reset will cause loose of all stored data including logs. So I recommend to send a diagnostic after drops and to call Sonos support to take a look at it. 

Ralf
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3 replies

Schlumpf
SchlumpfAnswer
Virtuoso
January 31, 2025

​@Ardarb 

A factory reset will cause loose of all stored data including logs. So I recommend to send a diagnostic after drops and to call Sonos support to take a look at it. 

Ralf
    Pools-3015
    Pools-3015
    Prodigy I
    January 31, 2025

    I would not recommend doing a factory reset until yo spoke with Sonos support. They will ask you for a diagnostic, and a factory reset will erase all of the information stored inside the units.

    Do you have a Bridge? If so, try removing it because it is no longer supported.

    If they are close enough for you to connect one of them with an ethernet cable directly to the router, try that to see if it solves the problem before you do anything else. If that solves the problem, consider making it permanent.

      Airgetlam
      Airgetlam
      January 31, 2025

      Note that ‘close to’ is a relative measurement. I’d recommend at least 3 feet (1 meter) distance between the router and the PLAY:5s. 

      As both previous posts have said, a factory reset would be the absolute last option, and would likely not fix any issues. You’d be better off unplugging them from the wall for two minutes, which won’t erase any data. And certainly calling Sonos support. 

      Bruce
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