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jim2018
Contributor I
January 13, 2018

Solid white light but can't connect

Hello

Wondered if anyone can help. I've had my play 5 for about 8 months and it's worked fine. All of a sudden it disappeared from the rooms in the app and I can't connect it back. I can get it working by plugging in an ethernet cable but can't get it to connect wirelessly. My other Sonos speakers are still connected. I've tried resetting it, connecting it again as a new room but I just get the solid white light all the time. Any ideas?

Thanks
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24 replies

dbentfield
Lyricist I
January 13, 2018
Having exact same problem - anyone figure it out yet?
Dantebay
Lyricist I
January 17, 2018
Same problem on playbase. One day after upgrading firmware
D_R
Lyricist I
February 17, 2018
I have the same issue with my playbar. It does not show up on any network. Cannot figure out why.
jramsell
Lyricist I
February 17, 2018
I have the same problem with my play 5. However if I hard wire it to my boost it shows up.
AjTrek1
AjTrek1
February 17, 2018
To everyone experiencing this similar problem. It's probably a network issue. However, as a group solution start for all I suggest you submit a Diagnostic to Sonos and post the Reference ID in this forum. Or you might start you own question and do the same (i.e. submit a diagnostic).
Together Everyone Achieves More = T.E.A.M.
    jramsell
    Lyricist I
    February 17, 2018
    I have submitted a diagnosis report and the confirmation number is #8506403
    Keith N
    Keith N
    Sonos Staff
    February 22, 2018
    Hi there, jramsell. Thanks for posting and for the diagnostic report! Based on my findings, it seems we may need to replace the "Master Bedroom" unit due to a hardware failure. Please send me a PM with the following information, and I will be happy to get you sorted.

    First & Last Name
    Shipping Address
    Contact Number

    Thanks!
    Building community is like building a garden. You build the frame, till the ground, plant the seeds, feed the plants & sometimes you gotta pull the weeds.
    Tatiana Ivanova
    Lyricist II
    April 15, 2018
    Same problem with my Sonos Player, sent the diagnostic report number 161339290.
    Keith N
    Keith N
    Sonos Staff
    April 17, 2018
    Hi there, Tatiana Ivanova. Thanks for posting and sharing your diagnostic report number. I can see there is a PLAY:5 in the Living Room. Is this the device that is having a problem? Is there any other unit that is not appearing on the Sonos Controller? If so, please plug this unit into the router using an Ethernet cable and submit another diagnostic report.

    Thanks!
    Building community is like building a garden. You build the frame, till the ground, plant the seeds, feed the plants & sometimes you gotta pull the weeds.
    Tatiana Ivanova
    Lyricist II
    May 3, 2018
    Hi Keith, the deviice I’m having problem with is Dining Room, not Living Room. I’ve plugged this in using Ethernet cable and it works fine like this, but I really need the Dining Room unit to work without Ethernet.. here is the new diagnostic report: 301516914
    Thanks for your help,
    Tatiana
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