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Ryan S
Ryan SAnswer
Retired Sonos Staff
July 25, 2019
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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Ken_Griffiths
Ken_Griffiths
February 23, 2023

Actually, it’s a constant issue, but used the other products instead, as the usual troubleshooting didn’t solve the problem. But it started to annoy me that I can’t use it at all as there is no ethernet plug available at that place. 

I tried these things: 

  • reboot, reconnect, system updates, manage networks, router restart, ethernet cable connection which works properly

So i guess everything what is available, except speaking with Sonos Support, but tomorrow will call them. 

It sounds like a WiFi card issue,  have you ever tried toggling its WiFi adapter ‘off’ and ‘on’ again. See this support link:

https://support.sonos.com/en-us/article/disable-or-enable-wi-fi-on-your-sonos-products

Corry P
Corry P
Sonos Staff
February 24, 2023

Hi @PFCS_HUN 

The diagnostic does not indicate that there’s an issue with the Play:5’s WiFi card - in fact, at the time of the submission of the diagnostic it was providing all the non-portable products with a network connection. I see no reason for it not to connect to your WiFi, though I can see that it is currently offline, meaning that you’ve presumably removed the cable and all devices apart from the Play:5 have switched back to WiFi. It does seem to be unreasonably close to the Arc, but I assume that was temporary and so you could connect it to ethernet.

This does suggest that the Arc is close to the ethernet connection - if you wire the Arc to ethernet, does the Play:5 then connect? It’s probably worth trying.

If that isn’t workable, however, or if it just doesn’t work, I recommend you get in touch with our technical support team for some real-time troubleshooting.

I hope this helps.

 

 

 

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
    PFCS_HUN
    Lyricist I
    February 24, 2023

    HI Corry P, 

    Yes, you are absolutely right, it was temporary because of the ethernet cable connection. 

    Finally, (don’t know the exact reason) after wired the Arc to ethernet, reconnected the Play:5 from (System/Play:5/Products -Play:5/) - where also the wifi can be enabled and disabled -  and it works properly!

    Thanks for your help both of you Corry P, Ken Griffiths!

    Csaba

      Binhvt
      Contributor I
      March 22, 2023

      I have the same issue. My Play 5 work with Ethernet cable, but can not via wifi. 

      Ken_Griffiths
      Ken_Griffiths
      March 22, 2023

      I have the same issue. My Play 5 work with Ethernet cable, but can not via wifi. 

      I would follow the advice stated in the thread and that is to submit a Sonos system diagnostic report from within the Sonos App whilst the speaker is wired to the LAN and either note/post it’s reference back here and then contact/chat with Sonos Support Staff via this LINK  and see what the Staff can suggest to resolve the matter.

        Frederic H.
        Lyricist II
        November 7, 2023

        Hi support,

        I have the same issue. My Play 5 work with Ethernet cable, but can not via wifi. 

        I sent the diagnostic :  547251154

        Could you please help me to solve this issue?

        Thanks in advance and best regards

        Frederic

         

        Corry P
        Corry P
        Sonos Staff
        November 7, 2023

        Hi @Frederic H. 

        Please contact your local technical support team - your Play:5 has a fault, but you will be happy with the solution!

        "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
          Frederic H.
          Lyricist II
          November 9, 2023

          Hi @Corry P ,

          Thank you for your quick response. I contacted the local support and, after running another round of tests, I received the confirmation that the WiFi module on my Play 5 Gen2 was faulty.

          Support offered me two options: either to continue using my Play 5 with an Ethernet connection (which apparently wasn't possible as there's no Ethernet connection in the room I was going to use it in), or to send it back to Sonos in exchange for a 30% discount voucher on my next purchase.

          Honestly, I have to admit that the second option is pretty frustrating and hard for me to accept. First of all, when you invest nearly $500 in a speaker, you expect it to work perfectly for more than 7 years. Moreover, this seems to be a recurring problem with the Play 5 Gen 2 and one that Sonos is well aware of. Finally, as my SONOS setup includes 12 speakers (2 x One SL, 1 x AMP, 1 x Playbar, 1 x Sub, 4 x Play 1, 1 x Play 5, 2 Roam SL), I was expecting a bigger discount for the replacement unit.

          Fortunately, I found a solution. I installed a WLAN repeater in the room where I wanted to use my Play 5, connected the speaker to the Ethernet port and successfully brought it back into my Sonos ecosystem. I'm just wondering why this cheap solution (less than 50$) wasn't suggested by tech support, especially as they knew the room didn't have an Ethernet connection.

          It seems that my situation has gone beyond the commercial and technical limits of SONOS.

          Don't get me wrong, I'm not complaining, just sharing my customer experience.

          Yours sincerely

          Corry P
          Corry P
          Sonos Staff
          November 9, 2023

          Hi @Frederic H. 

          Apologies - the agent you spoke to made a mistake, which he himself noticed after ending the call with you. You are entitled to a free replacement - this is the solution that I was saying you’d be happy with. It may take a few days to process, but please keep an eye out for an email from us.

          The WLAN repeater was not suggested because those devices are not supported by Sonos - they often cause connectivity problems with Sonos systems, but I’m glad you’ve found a way to enjoy your speaker in the meantime. Hopefully, you’ll be able to get a refund on that should you need to.

          I hope this helps.

          "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
            Frederic H.
            Lyricist II
            November 9, 2023

            Hi @Corry P 

            Thank you for the clarification. This is effectively a good news that makes me happy. I will keep an eye on emails received from Sonos.

            Best regards

            Frederic

             

             

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