Play 5 Gen 1 won't connect after S1 update

Hi @Hots.

Thanks for reaching out and welcome to the community!

I appreciate your detailed post outlining the issue as well as the troubleshooting steps that you did, let me help and try to figure this out.

Doing a factory reset on Sonos will delete registration information, content saved to My Sonos, and music services from a Sonos product. 

Resetting all products within your system will permanently delete your system’s data. It cannot be restored.

Based on the status of the LED light on the Play:5, flashing green means that it was on a setup mode after the reset.

If you have an existing S1 system, you will have to add back the player:

1. Open the Sonos app for iOS or Android.
2. From the  Settings tab, tap System > Add Product.
3. Follow the steps in the app to connect Play:5 to your Sonos system.

Hopefully, that helps but if not, please submit a diagnostic report, I'd start by reviewing your system and see if there’s anything causing this issue.

Let us know how it goes and if you have any questions feel free to reach out, we’re always here to help.

Thanks you.

I tried the add missing product and I needed to use the alternate method given age of speaker but even though it was hardwired to the router I get a message saying it can't connect. 

I've now submitted a diagnostic report.

Reference is 1915656266.

Thanks

Hi @Hots.

Thanks for the reply and my apologies for the delayed response.

Upon checking on the diagnostic report, it shows that the Play:5 is not cloud-connected, meaning, it’s not getting an internet connection even if it is wired directly to the router.

What is the status of the light on the player? Is it still flashing green?

I noticed that the iOS controller seems to be connected on an access point, please ensure that the controller is connected on the home network, same as where Sonos was set up.

I’d need to check your network set up and how Sonos is running on your system and to see if there’s any known issue on the device(s).

• May I have the make and model number of any wireless router and/or Access Point that exist on the network? 

• Please indicate also how these devices are connected to one another (wired or wireless).

If you have any other questions or run into any issues,  please do not hesitate to reach out, we’re always here to help.

I’m having the same problem. It’s a paper weight now. Tried everything. And the Sonos wifi network the app says it creates to temporarily help join the product never ever shows up in my wifi list. Even when pairing very new speakers. 

I think you are talking about something other than a Gen 1 Play 5, as that hardware cannot create a temporary wifi network. Please create a new thread and describe exactly what you have, and what you did to get into this state.

I’d love to help with a similar issue. Disconnected a Play 5 (gen 1) from system after upgrading to s2. I’d love to run a separate s1 system now to run a record player to play 5 (gen 1). But cannot get it to connect to s1 app. I’m trying to create a new network on the same account (which I’ve read is def possible) but product is not discovered and can’t do anything to get app connecting to it. Grateful for any help!

Power down all S2 equipment. Factory reset the Play 5, hardware to router. Re-install the S1 app. Start S1 app, create new system (using your existing Sonos account) using this Play 5. Once set up, power up the S2 stuff. Profit.

Same problem. Moved to new house. All other speakers on my S1 system work except my gen 1 play 5. I’ve also tried everything suggested. 

Probably worth submitting a diagnostic report and posting the number here with details of your router, and access point if different, along with the status of the play 5 at the time of the diagnostic.

Hey did anyone get this problem solved? 
I now sit on a play 5 gen 1 that after Wired to the router stops at flashing green and don’t connect.

I contacted the supporT who check the diagnostic but it won’t even show there. 
 

what can I do?