reconnecting following factory reset

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I have moved into a new home. There was a full system in place consisting of 3 connect amps and a PZ100.

I am completely new to Sonos, as soon as my wifi was on, i was able to login and played radio stations as the previous house owner and then made the now known cardinal sin of factory resetting everything, because why would you? But as I have been on it previous, I know the system works.

The issue I get, is that I can get all the way through the setup till it comes to connecting the ethernet and finding it after. I get the green light, it says press the mute and + button to find, and then it just cannot find it which is absolutely bewildering to me when ive gone through the wireless part easy and its appears in my I’ve tried my phone, the wifes phone and just gettinf frustrated.

I’ve spent 2 hours on with sonos support to No real avail, tried several things. Putting my router to mode 2, disconnecting the upnp or something like that and still wont connect.

I’ve read some posts about potential network disconnections so a list of what ive done as well

Disconnected all other devices just one on the network

removed all previous connections on my router to start a fresh

powered completely down left for 5 mins

I’m now at a loss. Nothing has changed connection wise. Ive already been connected via a different account on my router, which makes me rule out my router (BT Smart Hub 2)

I’d be really grateful if anyone has any further suggestions for me.

Thanks in advance

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Corry PAnswer

Sonos Staff

Hi @Luke844

Welcome to the Sonos Community!

I am sorry to hear about these issues you are having with trying to setup your inherited Sonos system.

I just had a look for your support case to see what had been tried but could not find one. I also could not find any record of a system registered to you. Perhaps you are using a different account in the app?

The issue (the app not detecting the button press) is down to a communication problem. If a reboot of the router (switch it off for at least 30 seconds) does not help, I’d have to assume that you perhaps have some (unsupported) Wi-Fi extenders, perhaps? Please power these down if you do.

Putting the router in Mode 2 and disabling UPnP are indeed the steps I would recommend for that particular router, but the router itself is rather dated - I’d ask for a better one from BT, if possible.

Ultimately, however, I recommend that you get back in touch with our support team - they have the tools needed to assist you.

I hope this helps.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

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L

Luke844Author

Contributor I

So, I’m not quite sure how, but the former owner of the house came around, did exactly what I did and its now all connected and on one system!!

problem solved!

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