Contributor I

Play 5 Gen 1 won't connect after S1 update

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After updating to S1 my Sonos system worked as usual by following an update to version 11.2.3, build 57381090, my play 5 Gen 1 will no longer connect. I’ve tried all the solutions as per the app to add a missing product, including the factory reset on the speaker and powering down router and hard wiring the speaker with ethernet cable.

I’m left with the mute and dash button flashing green.

Given the CEO of Sonos gave a written assurance that the old speakers would work with the new software, that must mean i’m due a new speaker from Sonos as clearly this is not the case.

Anyone else with this problem?

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OCS

Lyricist III

I have multiple Sonos systems and run S2 at one house and run all of my S1 components in another house. It has worked quite well for years but then I Purchased a GEN one play five to install on my S1 and it buggers up everything when I try to install it. I’ve done hard reset on everything and whenever I try to install that play 5 … it locks up my entire system. I have done hard reset and I don’t dare try to install it again. What could be wrong with this?

Ken_Griffiths

I have multiple Sonos systems and run S2 at one house and run all of my S1 components in another house. It has worked quite well for years but then I Purchased a GEN one play five to install on my S1 and it buggers up everything when I try to install it. I’ve done hard reset on everything and whenever I try to install that play 5 … it locks up my entire system. I have done hard reset and I don’t dare try to install it again. What could be wrong with this?

What were the exact steps taken and what did you do/see on screen … and what was the status LED light showing on the speaker at each point in the process? I assume you started with a full factory reset of the Play:5 and used ‘Add Product’ in the App - did you wire the speaker to the router to get any updates?

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OCS

Lyricist III

Yes, I did a hard factory reset and then tried to install. Everything looked good. Got the chime just like other speakers, but then it would not connect. Then I’d get a orange light, and then the rest of my system would shut down. I then did another factory reset and installed it with the ethernet cable connected to the same net work as everything else, and it did the same thing and crashed the rest of my system. Whenever that speaker is connected to the system, other speakers will drop out of my app.

Ken_Griffiths

Yes, I did a hard factory reset and then tried to install. Everything looked good. Got the chime just like other speakers, but then it would not connect. Then I’d get an orange light, and then the rest of my system would shut down. I then did another factory reset and installed it with the ethernet cable connected to the same net work as everything else, and it did the same thing and crashed the rest of my system. Whenever that speaker is connected to the system, other speakers will drop out of my app.

It sounds like the device ‘might’ be faulty. Have you ever had it working, or seen if working before purchase? Does the router show its getting an IP address and do you see a flashing green status LED before the setup process begins?

Ken_Griffiths

As another thought, does your mobile sonos controller device meet these current system requirements…

https://support.sonos.com/en-us/article/sonos-app-requirements

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OCS

Lyricist III

Well, I’m not sure if it’s your amazing IT ability but while we were texting back-and-forth, I seem to have installed it successfully and the rest of the system has stayed up. After I hit the chime button and it started connecting, I would get the orange light again and then it would shut down but this time I got the orange light and it connected and is now on my system. No I bought the speaker on eBay, which was a mistake so it’s possible that it has issues that I’m not aware of. Thanks for your time.

Ken_Griffiths

Well, I’m not sure if it’s your amazing IT ability but while we were texting back-and-forth, I seem to have installed it successfully and the rest of the system has stayed up. After I hit the chime button and it started connecting, I would get the orange light again and then it would shut down but this time I got the orange light and it connected and is now on my system. No I bought the speaker on eBay, which was a mistake so it’s possible that it has issues that I’m not aware of. Thanks for your time.

Ah glad to hear you got it sorted and I hope you get many years of playing time from it too. 👍

A

Arwood

Contributor I

After updating to S1 my Sonos system worked as usual by following an update to version 11.2.3, build 57381090, my play 5 Gen 1 will no longer connect. I’ve tried all the solutions as per the app to add a missing product, including the factory reset on the speaker and powering down router and hard wiring the speaker with ethernet cable.

I’m left with the mute and dash button flashing green.

Given the CEO of Sonos gave a written assurance that the old speakers would work with the new software, that must mean i’m due a new speaker from Sonos as clearly this is not the case.

Anyone else with this problem?

So: I finally got it working. The long and short is: The Play 5 was working fine. The problem was the app and whatever it was thinking. So I told the app (not the device) to forget everything. This is a NEW system, I have NO stuff, we’re starting fresh. I then started from the beginning with the device connected via ethernet to one of my mesh boxes (which was hard-wired to the router). At that point it was happy, found the unit, connected it, etc. Later, I went to “network” in settings and told it to connect to my wireless, I typed in the password to the wireless, and I was running.

Reset the device. Reset the app. Start clean. Worked for me. Good luck.

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