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.

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

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jaycone

Lyricist III

although i wish I knew the BOOST was required to make the system work...I get it if you have 18 sonos devices… I have one...so another $100 to make it work...not ideal.

Airgetlam

It’s not required, you could wire a speaker and achieve the same result, but you were saying that wasn’t possible, so I provided the designed alternative.

But the BOOST isn’t a silver bullet that fixes all Wi-Fi issues, it is just a device that might help some issues, and remove the bandwidth from your own Wi-Fi. But it’s still a radio network, and subject to all the cases of wifi interference that any Wi-Fi signal is subject to. And particularly on some mesh systems, which by default use different channels for each pod, and some that don’t allow you access to set your own channel that is used. Sonos needs all devices to be on the same channel because they talk to each other at all times in order to stay in sync, they tend to have substantial issues if they’re on differing channels for each pod that they’re connected to.

Since Sonos is a networked system, is does rely on that solid backbone in order to work. And since it talks to all points of installation across your network, it’s unlike most, if not all, other Devices youtpr network, which just connect to a single point outside your network. If there are challenges for the Sonos to communicate with the other speakers on your network, it has difficulty, as you’ve discovered.

I hope you’re able to resolve the issues your system is experiencing.

Bruce

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Lohsedk

Lyricist I

I have the same problem with one of my PLAY:5 (Gen2). Only ethernet works. Please help. Diagnostics number 735469934

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jaycone

Lyricist III

@Airgetlam my point was that an additional device is required for the Sonos to work in a wifi network. The Boost doesn’t fix wifi issues, it fixes Sonos issues…

Obviously you can hardwire it to a router via ethernet...which is what I’ve been doing. That’s not why I bought a “wireless” speaker. The Orbi mesh or any other mesh system is the latest home wireless network technology that is designed to work..in homes! With consumer devices, like Sonos...my other point is...no other device has any issue working instantly on my Orbi mesh network without any “tinkering”...from the newest/latest gadgets to the 5 plus year old devices.

Sonos made the same claim that somehow their devices are much more complex or complicated and therefor don’t readily work on any home network...I think that’s BS...and if it is the case, it’s a poorly designed product. The fact that it only works on 2.4ghz for one, is lame. I don’t even have any satellites set up for my mesh network and am in a small apartment…

I’m not sure about your explanation as to why Sonos is different in how it behaves on a network versus any other device. “it talks to all points of installation” I have one Speaker... “versus a single point outside your network”... I have one wireless access point that is broadcasting on 2.4 and 5...period...A device connects via whatever channel is best… most basic devices can connect to 2.4 or 5...and or a/b/g/n...it’s pretty standard for any network device. If Sonos are indeed designed specifically as network devices, they don’t work very well.

By the way, I was able to get it to work on my Orbi mesh network...but not from what Sonos told me. They were supportive/helpful on their chat support. Phone support was terrible. Neither was able to find a solution.

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ericcsng

Contributor I

@Airgetlam my point was that an additional device is required for the Sonos to work in a wifi network. The Boost doesn’t fix wifi issues, it fixes Sonos issues…

Obviously you can hardwire it to a router via ethernet...which is what I’ve been doing. That’s not why I bought a “wireless” speaker. The Orbi mesh or any other mesh system is the latest home wireless network technology that is designed to work..in homes! With consumer devices, like Sonos...my other point is...no other device has any issue working instantly on my Orbi mesh network without any “tinkering”...from the newest/latest gadgets to the 5 plus year old devices.

Sonos made the same claim that somehow their devices are much more complex or complicated and therefor don’t readily work on any home network...I think that’s BS...and if it is the case, it’s a poorly designed product. The fact that it only works on 2.4ghz for one, is lame. I don’t even have any satellites set up for my mesh network and am in a small apartment…

I’m not sure about your explanation as to why Sonos is different in how it behaves on a network versus any other device. “it talks to all points of installation” I have one Speaker... “versus a single point outside your network”... I have one wireless access point that is broadcasting on 2.4 and 5...period...A device connects via whatever channel is best… most basic devices can connect to 2.4 or 5...and or a/b/g/n...it’s pretty standard for any network device. If Sonos are indeed designed specifically as network devices, they don’t work very well.

By the way, I was able to get it to work on my Orbi mesh network...but not from what Sonos told me. They were supportive/helpful on their chat support. Phone support was terrible. Neither was able to find a solution.

I’m also using Orbi and the Play 5 can’t connect to the WiFi network (two Play 1 are working fine), can you please share your resolution? Thanks

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jaycone

Lyricist III

@ericcsng I went into the settings for the Sonos and the netgear admin panel and changed both so that the 2.4ghz was broadcasting on the same channel...you might need to click around to find that in each but I think it’s pretty straight forward. Let me know if you can’t find those settings and I can go back and check and send screenshots. Hope this works for you...

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ericcsng

Contributor I

Thanks @jaycone. Unfortunately it’s working on my Play 5. I’ve tried all channels but no luck. I suspect there’s something wrong with the WiFi module. I will contact the Sonos phone support.

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ericcsng

Contributor I

Thanks @jaycone. Unfortunately it’s working on my Play 5. I’ve tried all channels but no luck. I suspect there’s something wrong with the WiFi module. I will contact the Sonos phone support.

Sorry, it’s not working...

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apyhd

Lyricist I

I now have the same problem

Play5 had been working on WiFi fine for two years

Halfway through playback it crashed and would not connect back to WiFi. Settings reset and all usual troubleshooting steps taken. It works over Ethernet but still refuses to connect to WiFi (that had no changes made)

diag 1503335533

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alvass

Lyricist I

Same problem. It won’t connect to the WiFi or even start its own WiFi when trying to connect. SONOS Play:5 Gen 2.

Diagnostics: 618762070

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