Best answer by Ryan S
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Sonos Play 5 Gen:2 will not connect to WiFi
Userlevel 1
I forgot to add the diagnostic information, its #1488866377
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+1
Hi
Your speaker has a fault - please call our technical support team. You’ll be happy with the result.
Thank you Cory. That was helpful. A replacement is on the way.
Userlevel 7
+18
Hi
Your speaker has a fault - please call our technical support team. You’ll be happy with the result.
+1
- does the Play: 5 work okay when wired to the router/LAN? YES
- Whilst it’s wired, maybe check if its WiFi adapter is ‘enabled’ in the device ‘room’ settings (in ‘Settings/System’) and maybe toggle it ‘off’ and then ‘on’ again. I can’t find that option
- Ensure the correct WiFi SSID is listed in "Settings/System/Network/Manage Networks" area of the Sonos App? I did this…. can’t connect
- You could also try re-adding the WiFi network credentials to the speaker - using the ‘Update Networks’ feature. I don’t understand this
- If no joy getting it to run on your WiFi, then whilst it is wired and hopefully showing in the Sonos App submit a system diagnostic and note or post it’s reference back here and then contact/chat with the Sonos Support Staff via this LINK and see if they can see any issues with the device. 1704705860
It is connected via Ethernet right now and sounds great but I still can’t connect to WiFi. It sees the unit during setup but doesn’t complete the process. Can you be more specific on how to turn on the WiFi adapter. I can’t find that option.
Any more suggestions?
+1
- does the Play: 5 work okay when wired to the router/LAN? YES
- Whilst it’s wired, maybe check if its WiFi adapter is ‘enabled’ in the device ‘room’ settings (in ‘Settings/System’) and maybe toggle it ‘off’ and then ‘on’ again. I can’t find that option
- Ensure the correct WiFi SSID is listed in "Settings/System/Network/Manage Networks" area of the Sonos App? I did this…. can’t connect
- You could also try re-adding the WiFi network credentials to the speaker - using the ‘Update Networks’ feature. I don’t understand this
- If no joy getting it to run on your WiFi, then whilst it is wired and hopefully showing in the Sonos App submit a system diagnostic and note or post it’s reference back here and then contact/chat with the Sonos Support Staff via this LINK and see if they can see any issues with the device. 1704705860
It is connected via Ethernet right now and sounds great but I still can’t connect to WiFi. It sees the unit during setup but doesn’t complete the process. Can you be more specific on how to turn on the WiFi adapter. I can’t find that option.
My play 5 gen 2 won’t connect to wifi. It works on Ethernet. I have a play 5 gen 1 that works. I have a sonos amp, a stereo pair play 1 and a boost that all work. Bad wifi card? Help please
A possibility perhaps? … does the Play: 5 work okay when wired to the router/LAN?
Whilst it’s wired, maybe check if its WiFi adapter is ‘enabled’ in the device ‘room’ settings (in ‘Settings/System’) and maybe toggle it ‘off’ and then ‘on’ again.
Ensure the correct WiFi SSID is listed in "Settings/System/Network/Manage Networks" area of the Sonos App?
You could also try re-adding the WiFi network credentials to the speaker - using the ‘Update Networks’ feature.
If no joy getting it to run on your WiFi, then whilst it is wired and hopefully showing in the Sonos App submit a system diagnostic and note or post it’s reference back here and then contact/chat with the Sonos Support Staff via this LINK and see if they can see any issues with the device.
+1
My play 5 gen 2 won’t connect to wifi. It works on Ethernet. I have a play 5 gen 1 that works. I have a sonos amp, a stereo pair play 1 and a boost that all work. Bad wifi card? Help please
I’ll look at it again, but my play 5 is in the same room as my arc. They're both on 2.4. What is aggravating is that when it disconnects it does not find any SSID. and I must run a factory reset.
Can you perhaps describe your local setup - make/model of router (or mesh system) - Any switches? (managed or unmanaged) if managed - can you outline the STP settings also if you use any other access points and what WiFi channels/channel-widths are in use.
Have you ever tried running all on SonosNet, so that you do not need the Play:5 speaker to find (or need) your WiFi SSID?
I've had issues with my Sonos for 5 years. I've called maybe twice about it because resetting it works. But wow I just saw this. I called to complain, but I was just given some of the worst support. I was on the phone for an hour just to be told nothing is wrong. I was told to hard wire my Sonos to see if that fixes it.
Why would I pay the extra mark up on a Sonos just to hardwire it? I won't do that. The issue is with Wi-Fi.
The first 2 calls I had 3 or 4 years ago I was told to reset my Sonos and it will fix it. And it did. But it kept persisting.
I realized it was a problem when I bought an arc and I had no issues for over 6 months and my Sonos 5 disconnects every 2-4 weeks.
Do better Sonos. Don't blame my network, it's probably set up better than your corporate network.
Clearly the diagnostic report in your case showed the speaker hardware/software to be fine, unlike a few of the other posts in this thread …and in some cases here too, it was a local WiFi network issues.
It seems you are somewhat in denial that your network isn’t at fault, but you haven’t stated how you know that, other than your soundbar is okay, but presumably that’s not only set in a different location to your Play:5 - it might also be the case your Play:5 is using the 5Ghz WiFi band, whereas your Arc will definitely be using the 2.4Ghz band.
Perhaps try reducing the wireless channel-width to 20Mhz on the 2.4Ghz band and ensure the speaker uses that and set it to the least used (fixed) ‘non-overlapping’ channel, or even try ALL running on the (built-in) SonosNet signal instead and remove your WiFi credentials from the system completely, setting the internal SonosNet channel, so that it becomes the least-used channel in your locality, but set it at least 5 channels away from your chosen router channel.
If not done already, I would also add all your Sonos product IP addresses to your routers DHCP reservation table for good measure too.
It’s important to review the network settings, as often things can change in the environment, including neighbouring signals and software/firmware updates of routers etc; so I would review the network every 3 months, or so, and perhaps make any necessary changes to keep the potential for interference to a minimum.
Ill look at it again, but my play 5 is in the same room as my arc. They're both on 2.4. What is aggravating is that when it disconnects it does not find any SSID. and I must run a factory reset.
I've had issues with my Sonos for 5 years. I've called maybe twice about it because resetting it works. But wow I just saw this. I called to complain, but I was just given some of the worst support. I was on the phone for an hour just to be told nothing is wrong. I was told to hard wire my Sonos to see if that fixes it.
Why would I pay the extra mark up on a Sonos just to hardwire it? I won't do that. The issue is with Wi-Fi.
The first 2 calls I had 3 or 4 years ago I was told to reset my Sonos and it will fix it. And it did. But it kept persisting.
I realized it was a problem when I bought an arc and I had no issues for over 6 months and my Sonos 5 disconnects every 2-4 weeks.
Do better Sonos. Don't blame my network, it's probably set up better than your corporate network.
Clearly the diagnostic report in your case showed the speaker hardware/software to be fine, unlike a few of the other posts in this thread …and in some cases here too, it was a local WiFi network issues.
It seems you are somewhat in denial that your network isn’t at fault, but you haven’t stated how you know that, other than your soundbar is okay, but presumably that’s not only set in a different location to your Play:5 - it might also be the case your Play:5 is using the 5Ghz WiFi band, whereas your Arc will definitely be using the 2.4Ghz band.
Perhaps try reducing the wireless channel-width to 20Mhz on the 2.4Ghz band and ensure the speaker uses that and set it to the least used (fixed) ‘non-overlapping’ channel, or even try ALL running on the (built-in) SonosNet signal instead and remove your WiFi credentials from the system completely, setting the internal SonosNet channel, so that it becomes the least-used channel in your locality, but set it at least 5 channels away from your chosen router channel.
If not done already, I would also add all your Sonos product IP addresses to your routers DHCP reservation table for good measure too.
It’s important to review the network settings, as often things can change in the environment, including neighbouring signals and software/firmware updates of routers etc; so I would review the network every 3 months, or so, and perhaps make any necessary changes to keep the potential for interference to a minimum.
I've had issues with my Sonos for 5 years. I've called maybe twice about it because resetting it works. But wow I just saw this. I called to complain, but I was just given some of the worst support. I was on the phone for an hour just to be told nothing is wrong. I was told to hard wire my Sonos to see if that fixes it.
Why would I pay the extra mark up on a Sonos just to hardwire it? I won't do that. The issue is with Wi-Fi.
The first 2 calls I had 3 or 4 years ago I was told to reset my Sonos and it will fix it. And it did. But it kept persisting.
I realized it was a problem when I bought an arc and I had no issues for over 6 months and my Sonos 5 disconnects every 2-4 weeks.
Do better Sonos. Don't blame my network, it's probably set up better than your corporate network.
Dead WiFi card.
Sonos support replaced it for a new unit out of warranty
Was there a cost to yourself involved in this ?
I had the same issue, was out of warranty and was quoted £314 to replace the device. That’s on top of the £450 I originally paid for a device with a known defect. I declined this and will now look to replace with other brands.
Yes, same deal as Jack07: used to work fine until recently. Extremely frustrating because the Sonos user experience is top-notch when it works but this has me pulling my hair out…
I’ve tried multiple routers, tried multiple mobile devices (iOS and Android), resets, restarts, and more. My sonos port works fine.
Diagnostic: 1325634915
I have the same problem on my Play 5 - started this afternoon. Has played without Ethernet cable as long as I have had it. Will now only connect if connected to cable. Have been through Wi-Fi on/off, factory reset and reconnecting. Could not complete without a cable being inserted. Diagnostic # 832068967
Same issue here. Play 5 gen 2 - works fine wired, doesn’t work with wifi. Diagnostic: 1325634915
Hi,
I have the same issue, my diagnostic report number is 541311390.
Thanks
Submit a system diagnostic and call Sonos Support to discuss it.
Hello , one week ago I had same my Play5 gen2 not working through wifi . With ethernet cable it’s fine, but not convenient at all. How to get the diagnostic id ? Any help is welcome
Yes, that’s mentioned in the answer from the Sonos rep just before your post. Having a router set to ‘auto’ causes the Sonos to have to search every time the router chooses to change channels, which can interrupt the music stream. Setting it to just one channel keeps this from happening.
found solution - change channel from auto to 11 in your wifi router .
Userlevel 5
+16
Hi
Thanks for reaching out to the Sonos community and letting us know about your concern. Upon checking on the diagnostic, no hardware failure was detected on your Sonos Play 5. However, interference has been detected on one or more Sonos components running SonosNet in your household. This may cause audio dropouts or audio problems to one or more players, audio delay, and dropped room from Sonos controller. To help you out with this, let me suggest the next troubleshooting steps.
- Change the wireless channel on the Sonos app
- Settings > System > Network > SonosNet Channel > Set to 1
- Move Sonos products away from the source of interference
- Relocate your Sonos speaker or move it closer to the router to determine if it is a wireless range issue.
- Hardwire another Sonos speaker to your router (not your modem).
- Observe your Sonos system performance.
- If you have access to your router, please check the following settings. You may reach out to your internet service provider for assistance.
- The auto channel must be set to Off
- Choose the best non-overlapping channel (1,6,11)
- Set channel bandwidth to 20MHz
- Both 2.4GHz and 5GHz should be enabled
- 802.11 bands should be set to b/g/n
- Airtime Fairness should be disabled (if applicable)
- I see in the diagnostic that you’re using an ASUS router. We have identified associate failures with ASUS RT routers. Please see the article about Incompatible hardware.
If you're still experiencing the issue, I recommend contacting our support team with your full network setup including the make and model of each device, and for more in-depth troubleshooting steps. If you have any further questions or concerns, we'll be glad to assist you.
Same issue — would appreciate if you could check my diagnostic too. Number is 1995119995
Userlevel 5
+16
HI
Similar problem — would appreciate if you could check for me too. Number is 328676527
Thanks!
Userlevel 5
+16
Hi
Thank you for reaching out to the Sonos community and for sharing this with us. It’s good that you brought this concern to us and we were able to check the diagnostic. Based on the report, a hardware failure was detected that your Sonos Play 5. Please do reach out to our phone support team to assist you with possible product replacement. Please let me know if you have any further questions or concerns, we’ll be glad to assist you.
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