Contributor I

PLAY 5 Not connecting over wireless

67 replies
56046 views

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

Dropped Room(s)

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I

iamtony

Lyricist I

How are you guys sure they're not refurbs? Refurb devices can come in similar packaging as a new device from my experience.

T

towerofpower

Lyricist II

I originally expected to get refurb because I was put in an RMA process involving a subcontract remanufacture company in Netherlands. When I received replacement unit it had Chinese manufacturer's labels on new style black pristine packaging which made it appear factory fresh. Maybe luck that play 5(2) units new enough not to have sufficient refurb stock, or maybe the wifi card issue is a known problem and Sonos have taken smart decision not to risk customer satisfaction on flagship product. Either way, happy with replacement, worked first time and ever since.

eliminatorDenmark

Trending Lyricist I

The same happened to me the 23 Nov. 2017. One of the Play 5.2 suddenly lost connection. Dianostic was send, and advanced replacement is going on. Unfortunately something was going wrong with the shipment, and still not received the new speaker. It’s a shame the P5’s are unstable, because sound is fantastic 🆒

T

Thingybob

Lyricist I

Same thing. I have 2 Play 5's (2) which I use as surrounds. Had them about a year. Noticed today they were not working. Tried everything then called Sonos. Diagnostics says failed WiFi card. Waiting to hear now regarding RMA procedure.

H

HurricaneDavid

Lyricist I

It happened to us today. Will have to wait for next week to submit diagnostics and call Sonos. Glad this is documented but frustrated it is happening.

B

blithimane

Lyricist I

I have the same issue as everyone here I think. Faulty WIFI card. As one suggested - I think the dead giveaway is when it gets to the step of broadcasting the SONOS network and it doesn't appear on any of your devices.

I have been dealing with this problem for 6 months, but just really started troubleshooting when I moved apartments. Basically I would try to play music when I was cooking or having guests over, and it would crap out and not connect. 30-60 min of rebooting and resetting of everything would _sometimes_ fix the issue. Basically I chalked it up as SONOS being a terrible user experience.

Never thought something as trivial or as inexpensive like a WIFI module would be the culprit. Hoping to get a replacement soon.

Petemi2

Lyricist I

Happened to me yesterday with my 2 month old play 5. Just stopped mid track. Failed to connect wirelessly. Strangely though it would connect wirelessly after first plugging ethernet cable in, then connecting. Remove cable once connected then it would connect wirelessly. But as soon as it was powered down to move it back to where it was....boom. No connection. Sent 2 codes via facebook message today with a techie and they have confirmed wireless card issue. They have already issued me with an RMA via email and return free postage label. I can't fault their service given the time of year. Well done Sonos.

M

Mhkromann

Lyricist I

Having same symptom as mentioned a-above regarding Play 5 (2.gen). Whent through all the network BS and got a new router from our internet Company. Play1 still working fine but still putting a small lid on our newyear party. Calling Sonos on tuesday hoping for solution.

A

Alexhome007

Contributor I

Hi, I know I'm a bit late in replying. But here is my thinking...
I have a Play 1 that I use for camping (yeah,, i just love the sound) I have a wifi drive and my play one connects then i select with the phone on the same wifi.
Been working awesome at many places until the last time I was at a Van park instead of free camp. It wouldn't connect to MY wifi, but it was connected, solid white LED.? I just thought it was a power glitch or error. I re-set the sonos and tried to reconnect.. I had a bit of trouble connecting but after stuffing around I got it (Not as easy as normal). When I powered of the Sonos and back on latter I had the same issue not finding the sonos.
OK. So what I think is happening. Sonos has it's own connecting system when an ethernet cable is connected that sonos can talk to other sonos instead of on wifi. (Correct me if I'm wrong Mr Sonos).
So I think my Sonos was connecting to the open free wifi in the Van park when restarted. Not my wifi.
Maybe check wifi's that are near by to see if any are Open? Maybe your sonos is talking to that instead.

I love Sonos to prove me wrong, but for me to function in many locations with no issues (Klm's from any other wifi) and as soon as I get near an "open" wifi I have issues.

Only Sonos can tell or fix it.?

Cheers.
Alex.

J

JFawns

Lyricist I

Looks like I'm also in the same boat. Stopped connecting last night while I was listening to the speaker. I've got 4 other speakers and the rest are fine. Connects fine when I'm hardwired, but no way to connect via wifi. I've emailed support and submitted my dialogistic report. Hoping SONOS takes care of me.

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