Sonos Play 5 Gen:2 will not connect to WiFi

108 replies
21329 views

I forgot to add the diagnostic information, its #1488866377

This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.

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.

Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions.

Show previous replies

B

bbark

Lyricist I

Seems I am having the same issue. Is the only way to resolve this by contacting support? Do I need to be beside my speaker when I do so? Diagnostic Report is 1179306788

pwt

Virtuoso

Seems I am having the same issue. Is the only way to resolve this by contacting support? Do I need to be beside my speaker when I do so? Diagnostic Report is 1179306788

You'll need to contact support directly: https://www.sonos.com/en-gb/contact/contact-options%23

Not sure if you need to be beside your speaker; I doubt it.

4 x P:5 | Sub | 4 x P:1 | 3 x Connect | 2 x Boost | Connect:Amp | 2 x One | Amp | Move | Port | Era 300

J

Jon Hokanson

Lyricist I

I am also having the same issue with a Gen 2 P5. My diagnostic report number is 2146725330.

Thanks
Jon

B

bbark

Lyricist I

If you contact them directly they'll be able to figure out the issue. I got a replacement sent out super quickly!

Airgetlam

In order to contact them, here's a link:

contact Sonos Support

Bruce

I

Infinben

Lyricist I

Hello,

Thank you for your time. I have a SONOS Play:5 Gen 2 and a few days ago we suddenly had no control over the speaker from our phone apps or from the desktop PC. After a lot of trouble shooting and connection attempts after rebooting the router and even changing the password of our WiFi we are not able to connect to the WiFi. The speaker tries to create a temporary WiFi named SONOS but it never shows up on either phone and it says it will require Ethernet connection to be used. I believe the WiFi card has died. Please assist, thank you.

Diagnostic confirmation code: 1795378400

Ryan S

Retired Sonos Staff

@Infinben, I deleted your other post for sake of keeping things all in one place. There is a hardware issue with that Play:5 which will need replacing. For this sort of issue, the best thing to do is to contact our support team directly. However, I've passed along your details to an agent and he will be in touch soon via email.

Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions.

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.

Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions.