Contributor I

Solid white light but can't connect

24 replies
39335 views

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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Tatiana Ivanova

Lyricist II

Keith, actually I have just tried to use the unit without Ethernet cable but close to the router and it worked ok. But when I put the unit to it’s usual place, which is quite far from the unit, then it doesn’t work any more.. any ideas?

Keith N

Sonos Staff

Hey there, Tatiana Ivanova. Thanks for posting your diagnostic report. From what I am seeing in the report, it would be best to give our support technicians a call to troubleshoot this in real time. They are able to replace the unit if deemed necessary. Thanks for your patience so far.

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.

N

nsvencer

Lyricist I

my connect amp is exhibiting the same symptoms all of a sudden. diagnostic report 1844062213

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Geiri

Avid Contributor III

I’m having this issue with my play5 gen2 pair. Only one of them works.
Diagnostic report is #759158083.

Getting pretty tired with these problems. Love the speakers when they work and was about to add the sub.
But now I’m starting to look at other alternatives.
I’m really sorry cause this has been an excellent system when it functions correctly.

Stanley_4

Grand Maestro

Does it work if you plug in an Ethernet cable? If so probably a dead WiFi card, call Sonos to confirm and get a replacement started.

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Geiri

Avid Contributor III

Cool thanks for this. As soon as I swapped the speakers around an update was instigated, when that was done I had to add the previously useless speaker again and finished up by creating a stereo pair.

Everything seems to be working now. Except for the fact that the speaker that didn’t work still doesn’t unless hardwired to a router.

Jeff S

Retired Sonos Staff

Cool thanks for this. As soon as I swapped the speakers around an update was instigated, when that was done I had to add the previously useless speaker again and finished up by creating a stereo pair.

Everything seems to be working now. Except for the fact that the speaker that didn’t work still doesn’t unless hardwired to a router.

Hi Geiri,

Your last diagnostic report came through with some formatting errors making it hard to read. Can you send a new report in while your speaker is wired in and showing up in the app? Reply with the confirmation number and I'll take a look for you.

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Geiri

Avid Contributor III

Here you go sir #1638657659.

Jeff S

Retired Sonos Staff

Here you go sir #1638657659.

Thanks for the new diagnostic report, this one came through just fine. I see that your family room (r) PLAY:5 may be having an issue with its wireless card. Please reach out to our phone team who can take over from here. You can find our phone number and hours here.

Help others find useful content by clicking the like button and selecting the best answer to your question.

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Geiri

Avid Contributor III

Thanks a bunch 😃

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