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Lozzer304050
Contributor I
November 26, 2020

Sonos 5 dropped out of WiFi group

My Sonos 5 has dropped out of network.  It’s not been moved or router changed.   All 3 other Sonos products still work 

I’ve tried all the trouble shooting.   It will work on the Ethernet but once unplugged stops

 

not sure what else to do?? 

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5 replies

Airgetlam
Airgetlam
November 26, 2020

I would recommend that you submit a system diagnostic, and call Sonos Support to discuss it, or post the diagnostic number here for a Community Moderator to pick up.

There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.

When you speak directly to the phone folks, there are more options available beyond just the diagnostic analysis.

Bruce
Lozzer304050Author
Contributor I
November 26, 2020

Hi

thanks.  
 

how do I sent the diagnostics to Sonos

i keep tapping on Sonos support but nothing happens.  Do I have to call ?? 

Airgetlam
Airgetlam
November 26, 2020

Click on the underlined words in my post.

Bruce
nomoreties
December 11, 2020

I had a similar issue recently; support chat was great and system diagnostics (required ethernet connection to access device data) revealed a malfunctioning wifi chip

    Stanley_4
    Stanley_4
    Grand Maestro
    December 11, 2020

     

    i keep tapping on Sonos support but nothing happens.  Do I have to call ?? 

    The Support link (and the others) that you get from the top-left = menu has been broken here for a long time, nobody seems interested in fixing it.

    The link to Support below the Ask your question block works.

     

    https://www.sonos.com/support?utm_source=ENsonoscommunity

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