Contributor I

Answered

Ray won't start

9 replies
1290 views

My new Sonos Ray won't start and only flashes white. This is my first Sonos device. A reset is ignored by the device and it just keeps flashing white. Does anyone have any ideas for a solution before I send the device back?
Greetings from a sad Ray owner

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Max1000Answer

Contributor I

Everything has been cleared up. The device really was defective. The dealer is a listed Sonos dealer and immediately sent me a new device that worked straight away. Many thanks to the community for their sympathy and kind help.

Max from snowy Germany

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GuitarSuperstar

Lead Maestro

Did you purchase this new or used? What model router do you have?

"Receive with simplicity everything that happens to you." - Rashi

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Max1000Author

Contributor I

Yes the device was new in its original packaging and sealed. The router is a widely used cable router from AVM. I have also connected the Soundbar directly via Ethernet to enable a possible firmware update.

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GuitarSuperstar

Lead Maestro

Try performing a reset of the Ray again following the steps in this article:

https://support.sonos.com/en-us/article/reset-your-sonos-product#

After the Ray has been successfully reset and the LED is blinking green, redo the setup process in the Sonos app while the Ray is temporarily connected to the router with an ethernet cable.

"Receive with simplicity everything that happens to you." - Rashi

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Max1000Author

Contributor I

I have tried to reset the device several times using the following procedure: pull out the plug, press the infinity button, insert the plug, keep the button pressed and wait until the device signals the reset.

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Max1000Author

Contributor I

after waiting for 5 minutes while keeping the button pressed, the device only flashes in white.

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GuitarSuperstar

Lead Maestro

I would return the Ray and get a replacement.

"Receive with simplicity everything that happens to you." - Rashi

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Max1000Author

Contributor I

Thank you very much for your support and help. I will return the device. I was also surprised by the many small scratches on the surface of the device. The quality control department must not have done such a good job.

Stanley_4

Grand Maestro

You may well have been sold a re-boxed, previously sold unit.

New Sonos are rarely shipped damaged.

Where did you buy it?

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Max1000AuthorAnswer

Contributor I

Everything has been cleared up. The device really was defective. The dealer is a listed Sonos dealer and immediately sent me a new device that worked straight away. Many thanks to the community for their sympathy and kind help.

Max from snowy Germany

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