Contributor I

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s1 product not found on s1 app

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Hi I have S1 products and since changing my WiFi I have not been able to connect to my S1 Play 5. When I try to use the S1 app to find it I get stuck in the loop where it tells me the app must be updated but then updates to the S2 app which is not compatible with my products.

i have tried the solution of deleting and re-downloading the s1 app - this has not solved the problem.

what else can I do as I can’t use my main speaker?

thanks

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Corry PAnswer

Sonos Staff

Hi @Sonia m

Welcome to the Sonos Community!

Sorry to hear of this issue you are having with adding your Play:5 to your new network.

Looking at your system using my tools, I can see that your other two speakers are in fact running S2 - the only way this could have happened is if someone on your network opened the S2 app and allowed the update. If this was not someone who lives in your home, I recommend allowing guests to only use the Guest Wi-Fi (configurable in your new router’s settings) from now on.

Please follow @buzz’s link to downgrade those two speakers so that the Play:5 can be added to the existing system (it is still part of the same Household (system ID), so the downgrade may be the only part you need to perform, unless the Play:5 was reset).

Downgrading to S1

I hope this helps.

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

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nik9669a

Senior Virtuoso

It’s often easiest to set the wifi credentials of the new router to match the previous one.

Otherwise, have you followed the guide? https://support.sonos.com/en-gb/article/connect-sonos-to-a-new-router-or-wi-fi-network

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Sonia mAuthor

Contributor I

Hi, I don’t think this helps as two of my three Sonos products have connected no problem to the new one WiFi.

the link you sent has worked for two devices but not the one in my original message.

what other solutions are available please?

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nik9669a

Senior Virtuoso

If the app can’t find it, this might be a time for a factory reset, and then add it to your existing system as though it were a new device. There may be some alternative suggestions from others though…

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controlav

Lead Maestro

Your wording indicates you may have updated some of your devices to S2, while leaving the Play:5 on S1 as it can’t be updated to S2.

Please be clear what app you are using.

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Author of the leading independent Sonos apps for Android, MacOS, iOS, Windows and Xbox.

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Sonia mAuthor

Contributor I

Hi,

no all my devices at s1 - I have 3 s1 devices, 2 are connecting fine one can’t be found and when I try and find it on the s1 app it forces me to update to the s2 app which is no good.

o have factory reset the device already. That has not solved the issue as the s1 app is still forcing me to the s2 app instead of searching for a product.

this is infuriating

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nik9669a

Senior Virtuoso

Can you temporarily connect it to your router via Ethernet cable?

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Stanley_4

Grand Maestro

There should be a way to bypass the S2 upgrade option, I faintly recall folks needing a smaller font or some such to see it.

Are you sure you are using the "add to your system" and not the "make a new system" setup option?

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kdowling

Instead of letting it try to get you to install S2, I think there was a “More Options...” at the bottom of that screen. I may be mistaken, since it’s been a while since someone else had that problem here.

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buzz

Grand Maestro

Downgrading to S1

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Corry PAnswer

Sonos Staff

Hi @Sonia m

Welcome to the Sonos Community!

Sorry to hear of this issue you are having with adding your Play:5 to your new network.

Looking at your system using my tools, I can see that your other two speakers are in fact running S2 - the only way this could have happened is if someone on your network opened the S2 app and allowed the update. If this was not someone who lives in your home, I recommend allowing guests to only use the Guest Wi-Fi (configurable in your new router’s settings) from now on.

Please follow @buzz’s link to downgrade those two speakers so that the Play:5 can be added to the existing system (it is still part of the same Household (system ID), so the downgrade may be the only part you need to perform, unless the Play:5 was reset).

Downgrading to S1

I hope this helps.

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

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