Contributor I

Answered

Sonos Play 5 Gen:2 will not connect to WiFi

108 replies
21329 views

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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J

jenny.litch

Lyricist II

Please help... I posted above but realised I logged in incorrectly.... my play 5 gen 2 will not connect wirelessly and the issues is the same s as this thread....

Diagnostic code. 1322784620.
Thanks Jenny

Jeff S

Retired Sonos Staff

Please help... I posted above but realised I logged in incorrectly.... my play 5 gen 2 will not connect wirelessly and the issues is the same s as this thread....

Diagnostic code. 1322784620.
Thanks Jenny

Hi Jenny,

I can't see any data from your Play:5 in the diagnostic report. Please reconnect it using an ethernet cable, then send in a new report and reply here with the number.

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jenny.litch

Lyricist II

Hi, I have connect the 5 via EN cable and submitted a report No.321541215. I look forward to hearing from you. Thanks!!!

Jeff S

Retired Sonos Staff

Hi, I have connect the 5 via EN cable and submitted a report No.321541215. I look forward to hearing from you. Thanks!!!

Thanks for wiring in the speaker. It is still not showing up in the diagnostic report though. Please follow the steps in this guide to get the Play:5 reconnected to your system while still wired in. Once it shows up in the app, send in a new diagnostic report and reply here with the number, I'll take a look.

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jenny.litch

Lyricist II

Hi, we have the play5 working hard wired now and have done another report no. 1711957125. Thanks!

Jeff S

Retired Sonos Staff

Hi, we have the play5 working hard wired now and have done another report no. 1711957125. Thanks!

Thanks, the Play:5 is showing up in the report now. I see that there is a hardware issue with the wireless card on your Play:5. Please reach out to our phone team who can take over from here. You can find our phone number and hours here.

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UncleEliot

Lyricist I

Same issue here and Sonos support also found a wireless card issue in the diagnostic report I sent. They are replacing the unit. With so many mentions of a similar issue here is seem like there might be premature failure on this component. Great to see Sonos standing behind the product and replacing them even out of warranty. 😃

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dazzywatts

Lyricist I

I have the same issue as above, diagnostic report number 487302528, speaker purchased at Dixon’s Luton airport on way to Cyprus, please advise.

Edward R

Retired Sonos Staff

Hi, dazzywatts. I'd recommend that you get in touch with our support team via telephone. They will be able to help you further. Many thanks, we look forward to hearing from you.

Try searching our articles for help with your question: https://www.sonos.com/en/support

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dazzywatts

Lyricist I

Thanks for the reply, I have contacted via email as I’m in Cyprus, many thanks.

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