Hey folks,
Pretty sure I've tried everything here but thought I'd give it a whirl.
I've owned a Play 5 and Playbar (both in separate rooms) for about 6 weeks. They've worked perfectly wirelessly and been great.
Yesterday my Play 5 stopped showing up on the network and isn't working on the wireless network.
These are the things I've tried:
- Moving closer to the router - Nothing
- Setting up again through different controllers - Nothing
- Resetting the Play 5 and set up wirelessly - Nothing
- Resetting the Play 5 and setting up using the Ethernet - works, but when you try to set it up on the wireless (1 ft from the router - Nothing)
- Tried resetting my router - nothing
It's also worth noting that the entire time my playbar works across the wireless with no problem at all.
Is it just that my Play 5 wireless needs to be returned?
Thanks,
Alf
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Userlevel 1
Wow, ok. That was super quick. I spoke to a guy on the phone who was really helpful. He checked the system and said that it was as suspected, "faulty". I asked if this was a problem that was occurring with Play 5's at the moment and he said there has been some problems with the Play 5's which they're looking into. I appreciated the honesty because I've made quite a big investment with this stuff and I'm pretty forgiving if they're up front!
I was supposed to get an email to tell me what to do next but didn't receive anything. Waited an hour.. called back and then spoke to another guy and he was having trouble with his email but eventually got it through.
I've spoken to 3 staff there in total. 2 said that they hadn't experienced that many issues with the Play 5 and sometimes they have a defective antenna. 1 said this had been a problem.
Will update everyone on what happens next though. Hopefully I won't run into the same problems.
I was supposed to get an email to tell me what to do next but didn't receive anything. Waited an hour.. called back and then spoke to another guy and he was having trouble with his email but eventually got it through.
I've spoken to 3 staff there in total. 2 said that they hadn't experienced that many issues with the Play 5 and sometimes they have a defective antenna. 1 said this had been a problem.
Will update everyone on what happens next though. Hopefully I won't run into the same problems.
Userlevel 2
+3
Hope you get it sorted, hate to think of your cat still looking depressed .... :8
Userlevel 1
Literally about the call them... I've had to work from home this morning and get work to let me do it because of the Sonos hours being 9-5 Mon-Fri!
Hi breadmakingbee,
Any luck calling Sonos?
Cheers
Any luck calling Sonos?
Cheers
Userlevel 1
Seems a bit unlikely it's my network seeing as all my other devices work absolutely fine with it.. including my Playbar.
Would love to be proved wrong as currently I'm just sitting in silence. Even my cat looks a bit depressed.
Will ring Sonos tomorrow and report back what they say.
Would love to be proved wrong as currently I'm just sitting in silence. Even my cat looks a bit depressed.
Will ring Sonos tomorrow and report back what they say.
Userlevel 6
+3
I can tell you that from past experience your issues are most likely related to your networks and not a faulty speaker. Please give Sonos support a call as they are very helpful.
So many people reporting the same fault - 4 so far on this thread in the last 24 hrs. Lots of other similar threads too.
Really looking forward to hearing a response from Sonos on this.
Really looking forward to hearing a response from Sonos on this.
I have the exact same problem. It started about 2 hours ago despite having worked perfectly for the last month. Steve F.
Userlevel 6
+3
Userlevel 6
+3
While Sonos will work on WiFi it does work best on Sonosnet. Meaning having one of you Sonos products hard wired all the time to your router allowing Sonos to set up it own network and taking the load off your WiFi.
SonosNet
I again suggest you submit a diagnostic and post the number here. A Sonos rep will be a able to pull a report and tell you far more about your system than we can. You could also call them if you do not want to wait.
SonosNet
I again suggest you submit a diagnostic and post the number here. A Sonos rep will be a able to pull a report and tell you far more about your system than we can. You could also call them if you do not want to wait.
Also, when the Play 5 is wired it is given it's own unique IP address - I checked in 'About my Sonos system' and with all the other devices connect to my wifi - and it works fine.
So how can this be an issue with IP addresses? If I unplug the ethernet cable in the Play 5 shouldn't it continue using the same IP address wirelessly?
So how can this be an issue with IP addresses? If I unplug the ethernet cable in the Play 5 shouldn't it continue using the same IP address wirelessly?
CapnLes - I also tried this several times after reading it on another thread and it made no difference.
My question is this:
If it is a network problem and not a Sonos problem, why does it only affect the Play 5 and not the other players??
My question is this:
If it is a network problem and not a Sonos problem, why does it only affect the Play 5 and not the other players??
Userlevel 1
Forgot to mention. I checked and as I'm with Virgin Media I can't assign static IP addresses either which obviously isn't a Sonos issue but worth noting that isn't possible for everyone sadly.
Userlevel 1
Connection problems which appear suddenly are often caused by network problems, not Sonos problems. The typical cause is duplicate IP addresses. These often show up after an update or power outage because a reboot requires the device to request a new IP, and the router, having lost track of current IP assignments, issues a new IP that is in use by another device. Rebooting the router may correct this temporarily, but it actually exacerbates the problem because as soon as another IP lease expires, it starts handing out duplicates again. To cure this, do the following:
Reboot/power cycle your devices in the following order:
Modem
Router
Switches or hubs
Wired Sonos units
Wireless Sonos units
Computers/printers
Wireless devices - phones/tablets etc.
Allow each device to come back up before proceeding to the next. Note that you can permanently prevent duplicate IP addresses by assigning an IP to each device's MAC address in the router setup. See your router manual for details.
Make sure your SonosNet and router are on different channels
Keep what ever Sonos product you have wired at least a meter from the router
If all fails run a diagnostic and post the number here
Go to help and submit diagnostic
I saw this on some of the other posts and I've tried this several times now and it's not worked. I've tried rebooting the router to factory settings. All of it.
It does feel like this is a Sonos problem. Based on the fact that so many people are having the same problem, with the same product and I have several other products that are connected to the WIFI with absolutely not problem (In cluding a playbar).
Even in the setup where it says that the Sonos is going to create a temporary WIFI network. It doesn't do that.
I really like my play 5 but if I get a replacement one, will this happen again? It's a big rubbish that a products unique selling point is basically crapping out on people!
Any other ideas folks?
Userlevel 6
+3
Hello and welcome to the Sonos community
Connection problems which appear suddenly are often caused by network problems, not Sonos problems. The typical cause is duplicate IP addresses. These often show up after an update or power outage because a reboot requires the device to request a new IP, and the router, having lost track of current IP assignments, issues a new IP that is in use by another device. Rebooting the router may correct this temporarily, but it actually exacerbates the problem because as soon as another IP lease expires, it starts handing out duplicates again. To cure this, do the following:
Reboot/power cycle your devices in the following order:
Modem
Router
Switches or hubs
Wired Sonos units
Wireless Sonos units
Computers/printers
Wireless devices - phones/tablets etc.
Allow each device to come back up before proceeding to the next. Note that you can permanently prevent duplicate IP addresses by assigning an IP to each device's MAC address in the router setup. See your router manual for details.
Make sure your SonosNet and router are on different channels
Keep what ever Sonos product you have wired at least a meter from the router
If all fails run a diagnostic and post the number here
Go to help and submit diagnostic
Connection problems which appear suddenly are often caused by network problems, not Sonos problems. The typical cause is duplicate IP addresses. These often show up after an update or power outage because a reboot requires the device to request a new IP, and the router, having lost track of current IP assignments, issues a new IP that is in use by another device. Rebooting the router may correct this temporarily, but it actually exacerbates the problem because as soon as another IP lease expires, it starts handing out duplicates again. To cure this, do the following:
Reboot/power cycle your devices in the following order:
Modem
Router
Switches or hubs
Wired Sonos units
Wireless Sonos units
Computers/printers
Wireless devices - phones/tablets etc.
Allow each device to come back up before proceeding to the next. Note that you can permanently prevent duplicate IP addresses by assigning an IP to each device's MAC address in the router setup. See your router manual for details.
Make sure your SonosNet and router are on different channels
Keep what ever Sonos product you have wired at least a meter from the router
If all fails run a diagnostic and post the number here
Go to help and submit diagnostic
Exact same problem here! My Play 5 quit working on Friday and we have tried all the same things with the same results.
I'm hoping someone has a solution!
Lisa
I'm hoping someone has a solution!
Lisa
Hi Alf I have the same problem here,
Play 5 gen 2 been working fine for a month. Then last week it disappeared and will only reconnect when wired. It won't connect wirelessly anymore even when sitting right next to the Bridge.
I also have two Play 1s that work fine in rooms further away from the router.
I've tried everything I've read on this forum but think now I'll have to return the Play 5 if it's wireless function is broken.
There seem to be quite a few cases like this with the new Play 5s.
Steve
Play 5 gen 2 been working fine for a month. Then last week it disappeared and will only reconnect when wired. It won't connect wirelessly anymore even when sitting right next to the Bridge.
I also have two Play 1s that work fine in rooms further away from the router.
I've tried everything I've read on this forum but think now I'll have to return the Play 5 if it's wireless function is broken.
There seem to be quite a few cases like this with the new Play 5s.
Steve
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