Play 5 gen 2 refuses to connect except for upgrade offers

Question

I have spent an hour and a half trying to reconnect my Play 5 gen 2 to my system. I use the s1 app and I used to be able to group my Play 5 gen 1 and gen 2 together. I can only connect the Play 5 gen as ‘living room’. My Play 5 gen 2 shows as ‘bedroom two’ only for the upgrade offer.  I spent an eternity trying to login I changed my pw 5 times none were accepted. I got cut off from the help line 4 times but someone did finally manage to make my pw work finally before I got cut off. I did every reset that I could sometimes more than once . They kept asking for my phone number but didn’t use it so what was the point? I gave up in the end it’s still not working, it used to so I can only think it is the new s 1 app that upgraded whilst I was being forced to repeatedly login! I don’t like complaining and I love the sound of the speakers when they are working so it is very depressing that a simple thing that worked before will no longer work.

Airgetlam · Accepted Answer

Not sure doing any reset, which I assume is a factory reset, was the answer. Who is ‘they’? Did you call Sonos Support to discuss it? It seems like perhaps you did, at least for password help, but I’m guessing you got cut off before you got to the grouping issue?

When you speak directly to the Support staff, they have tools at their disposal that will allow them to give you advice specific to your network and Sonos system.

In general, if both devices are running the same operating system, in your case S1, then they should be able to be grouped.

Airgetlam · Answer

The other thing that struck me, since it appears that you’ve factory reset at least one of the devices, is the possibility that you now have two S1 systems…essentially, you may have accidentally set up a second system, rather than using the ‘add a device’ while already connected to the other speaker.

If that’s the case, merely factory reset one of them, connect to the other using your controller, then use then ’add a device’ function in the controller. That will put both (or more) devices in the same ‘system’, so they can ‘talk’ to each other.

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