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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F

foldbak

Trending Lyricist I

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?

Corry P

Sonos Staff

Hi @foldbak

Your speaker has a fault - please call our technical support team. You’ll be happy with the result.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

F

foldbak

Trending Lyricist I

Hi @foldbak

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.

H

hendrika

Lyricist I

Hi Corry

I seem to have the same problem with my Play 5 as foldback above.

I have various Sonos devices in the house, they all work fine, but the Play 5 lost WiFi a while back. It does works perfectly fine over ethernet.

Diagnostic ID 2145328600

What options do I have left atm?

Ken_Griffiths

Hi Corry

I seem to have the same problem with my Play 5 as foldback above.

I have various Sonos devices in the house, they all work fine, but the Play 5 lost WiFi a while back. It does works perfectly fine over ethernet.

Diagnostic ID 2145328600

What options do I have left atm?

I would perhaps speak with Sonos Support Staff and give them your diagnostic reference etc. Here is their contact link:

https://support.sonos.com/s/contact

Corry P

Sonos Staff

Hi @hendrika

I would perhaps speak with Sonos Support Staff and give them your diagnostic reference etc. Here is their contact link:

https://support.sonos.com/s/contact

Highly recommended!

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

H

hendrika

Lyricist I

Hi Corry, thanks. Yeah I just contacted Sonos Support Netherlands. They were super-friendly. It was a faulty wifi chip and they sent me a shipping label for a return+replacement procedure.

The info in this thread is very helpful!

Thanks again.

P

PFCS_HUN

Lyricist I

Dear Sonos CC,

I have been struggling with the same issue for a year, I can only use my Play5 via ethernet cable, and this came up with no reason. I enjoyed this product before this happen, and I didn’t make any change, just stopped working suddenly. I have many other sonos products on the same home network and there is no any issue with them. Only Play5 has this malfunction.

I’ve run ths diagnostic: 420496493

I really appreciate your help

Ken_Griffiths

Dear Sonos CC,

I have been struggling with the same issue for a year, I can only use my Play5 via ethernet cable, and this came up with no reason. I enjoyed this product before this happen, and I didn’t make any change, just stopped working suddenly. I have many other sonos products on the same home network and there is no any issue with them. Only Play5 has this malfunction.

I’ve run ths diagnostic: 420496493

I really appreciate your help

As it’s been happening for a year, is it an intermittent issue? Have you maybe switched off its adapter via the App as you have wired the product? Have you spoken to Sonos Support Staff about the matter?

What troubleshooting have you tried so far…reboot etc?

P

PFCS_HUN

Lyricist I

Actually, it’s a constant issue, but used the other products instead, as the usual troubleshooting didn’t solve the problem. But it started to annoy me that I can’t use it at all as there is no ethernet plug available at that place.

I tried these things:

reboot, reconnect, system updates, manage networks, router restart, ethernet cable connection which works properly

So i guess everything what is available, except speaking with Sonos Support, but tomorrow will call them.

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