Contributor I

Answered

Sonos Play 5 Gen:2 will not connect to WiFi

108 replies
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I forgot to add the diagnostic information, its #1488866377

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Ryan SAnswer

Retired Sonos Staff

For anyone new to this topic, if you find yourself with a Play:5 gen2 or other Sonos speaker that can't connect to the network when wireless, but it works just fine wired in, there are a number of things to check, but there's a chance that there's something wrong with the wireless on the device. Run a diagnostic in the Sonos app with the speaker connected to the network using an Ethernet cable. This is under Settings > Advanced Settings.

With the diagnostic number handy, the best thing to do is to get in contact with our support team directly. They will help identify if there's a hardware issue or something network related that can be fixed, and will assist with the next steps.

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Laurence5Author

Contributor I

I've see a few mentions of this issue but I have not seen any resolution. I have a generation 2 play 5 that worked for about a year and now won't connect to Wifi. I believe the problem started after I did a software update but at this stage after trying everything I'm still not able to connect. However if I plug it in via an Ethernet cable it works fine. Can anyone help me to figure out how to solve this issue? Is it a hardware issue or is some software fix available that I need to install?

I forgot to add the diagnostic information, its #1488866377

UKMedia

Hi

I'm assuming that you don't have any other Sonos devices connected via an ethernet cable? Can you please reset the Wi-Fi setup in the Sonos App>Settings>Advanced>Wireless Setup and then if you don't have any other wired Sonos players reconfigure wi-fi. (If you do then your system is in Boost mode and wi-fi credentials should not be added.)

Remember: Sometimes Red Wine helps :)

Jeff S

Retired Sonos Staff

I forgot to add the diagnostic information, its #1488866377

Hi Laurence5,

Thanks for sending in the diagnostic report. It looks like there's something going on with the wireless card on your PLAY:5. Our phone team should be able to pick things up from here. Please give us a call, you can find our phone number and hours here.

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A

Arnsbo

Lyricist I

I have the exact same issue. Can you help me?

Diagnostic Id: 356211501

Jeff S

Retired Sonos Staff

I have the exact same issue. Can you help me?

Diagnostic Id: 356211501

Thanks for sending in the report. I see a Play:5 in your report, but it seems to be connecting to the wireless signal. If the unit in question isn't showing up in the app, please temporarily wire it in to the network with an ethernet cable, then send along a new report.

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Anderspeter

Lyricist I

Hi there, I got the same issue, i can only connect my play 5 wired.
Diagnostic Id: 1257969747

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Laurence5Author

Contributor I

The issue was resolved by Sono's successfully by sending me a replacement unit as it was a known issue with a defective wireless card. I'm happy again with a working system and Sonos support were very helpful. I hope you also get your issue resolved as I know the frustration of not being able to connect.

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nathan.windels

Lyricist I

Hi, I have the same problem, diagnostics 461560896. Any chance to havea look at it?
Thanks a lot!

Keith N

Sonos Staff

Hi there, nathan.windels. Seems like your Play 5 has the same hardware issue. As previously shared by Laurence5, the best recommendation is to get in contact with our support team. They are able to have a closer look and get this replaced. Thanks

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jenny.litch

Lyricist II

Hi I have the same issue
Diagnostic code 1322784620
Connects via EN cable but not WiFi connection... worked fine until a few weeks ago...
Play 5 Gen 2

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