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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

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nsvencer
Lyricist I
June 20, 2018
Any luck looking at my diagnostic?
Jeff S
Jeff S
Retired Sonos Staff
June 21, 2018
my connect amp is exhibiting the same symptoms all of a sudden. diagnostic report 1844062213

Hi nsvencer,

Your CONNECT:AMP's wireless signal looks to be completely jammed. The CONNECT:AMP is trying to communicate with your other speakers but can't do so. Your other Sonos units are connecting through your home wireless network. Is the CONNECT:AMP close to any third party electronics? Devices such as cordless phones, wireless cameras, wireless baby monitors and the like can cause interference. Try moving any similar devices away from your CONNECT:AMP and see if that helps.

You might try going through the wireless setup again and see if the CONNECT:AMP will connect through your wireless network.
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Mercado32
Lyricist I
July 14, 2018
Hi there! I've been having the same problem with my PLAY:1 (Change Rooms) - Diagnostic Report 1335498517. The Main Room is working fine, but other one keeps disconnecting. It will work for a few minutes when I change power outlets, then disconnects again. Many Thanks, M32
Jeff S
Jeff S
Retired Sonos Staff
July 16, 2018
Hi there! I've been having the same problem with my PLAY:1 (Change Rooms) - Diagnostic Report 1335498517. The Main Room is working fine, but other one keeps disconnecting. It will work for a few minutes when I change power outlets, then disconnects again. Many Thanks, M32

Thanks for sending in the report. It looks like your speaker is still communicating with your other speaker wirelessly but it no longer has a valid network address. This may have happened because the speaker is having a hard time staying in communication with your network. There are a couple other wireless signals in range running on the same channel as your own. It would likely help to change the wireless channel your router is using to 11, which is a much less crowded channel.
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