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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A

apyhd

Lyricist I

Dead WiFi card.

Sonos support replaced it for a new unit out of warranty

Y

yoshter

Lyricist I

My Play 5 stopped working over wifi but still works wired. Perhaps wifi card issue?

Diagnostic ID 1957193714

Rowena B.

Retired Sonos Staff

Hi @yoshter, thank you for reaching out to the Sonos Community. We appreciate bringing this concern to us and for submitting the diagnostic.

Upon checking the report, I see that your Sonos Play 5 is experiencing a hardware failure. It’s a WiFi card related issue. This is why your Sonos Play 5 only connects to your system if it’s wired to your router.

At this point, we recommend contacting our Sonos Customer Care to further assist you on this or possible product replacement. Our phone support team is closed on weekends. You can reach on weekdays, 9 am - 5 pm GMT, Monday - Friday. Please feel free to reach out in the future if you have any other questions.

Help others find useful content by clicking the like button and selecting the best answer to your question.

C

Claudia1991

Lyricist I

Hello,

I have the exact same problem. The play 5 gen 2 was working fine, then we changed the router system and it could never connect again via wifi. Same happened to our Symfonisk model.

I ran a diagnostics with # 970988790.

Please help

C

ClausN

@Claudia1991

Did you follow Sonos’ recommendations to connect to a new router?

https://support.sonos.com/s/article/1061?language=en_US

C

Claudia1991

Lyricist I

Apparently I had not done it. Now my system is working fine again! Thanks

D

DFP

Lyricist I

Same problem. Quick call with Sonos help desk and they figured out is was a hardware issue and have sent a replacement. Great customer service

M

Matze

Lyricist I

Hi, same issue here and hoping to get a quick analytics feedback to reach out the SONOS support with a qualified request. Diagnostics number is 1853344718.

Thanks and happy holidays!

Rowena B.

Retired Sonos Staff

Hi @Matze,

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.

Help others find useful content by clicking the like button and selecting the best answer to your question.

L

Lykkesmed

Lyricist I

Similar problem — would appreciate if you could check for me too. Number is 328676527

Thanks!

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