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Ryan S
Ryan SAnswer
Retired Sonos Staff
July 25, 2019
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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Rowena B.
Rowena B.
Retired Sonos Staff
December 26, 2020

HI @Lykkesmed, thank you for reaching out to the Sonos community. Upon checking on the diagnostic, a hardware failure was detected with your Den speaker (Play 5). Yes, it’s a similar issue. I’d recommend contacting our phone support team to check for a possible product replacement. If you need help with any other information, please be sure to let us know.

 

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Nigel Johnson
Contributor I
February 23, 2021

Same issue — would appreciate if you could check my diagnostic too. Number is 1995119995

Rowena B.
Rowena B.
Retired Sonos Staff
February 23, 2021

Hi @Nigel Johnson,

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)

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.

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    1John1
    Lyricist I
    July 15, 2021

    found solution  - change channel from auto  to 11 in your wifi router .

    Airgetlam
    Airgetlam
    July 15, 2021

    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. 

    Bruce
    Clement24
    Lyricist I
    October 18, 2021

    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

    Airgetlam
    Airgetlam
    October 18, 2021

    Submit a system diagnostic  and call Sonos Support to discuss it.

    Bruce
    qvond
    Lyricist I
    November 21, 2021

    Hi,
    I have the same issue, my diagnostic report number is 541311390.

    Thanks

    barksdale
    Lyricist I
    January 9, 2022

    Same issue here. Play 5 gen 2 - works fine wired, doesn’t work with wifi. Diagnostic: 1325634915

    Jack07
    Lyricist I
    January 9, 2022

    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

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