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I know there have been other threads with this same question, but none of them have resolved the issue for me.

 

My play 5 was working well for a year or so, when suddenly it just stopped. I factory reset it and reset the app on my phone, which finally let me get it working on LAN. No matter what I try though, I can’t get it to accept my wifi password (which I have 150% confirmed is correct, typed correctly, etc). I have already confirmed:

  • Signal is good, as it is literally 2 feet away from my access point
  • Access point is putting out both 2.4 and 5 Ghz signals
  • speaker works perfectly when wired

Unfortunately I can’t actually get in touch with Sonos support. I have tried calling and their chat feature, neither of which actually put me in contact with anyone.

Does anybody have any suggestions on where I should go next?

Wire the PLAY:5 so it shows up in the controller, then submit a system diagnostic , and post the diagnostic number here for a Community Moderator to pick up.

There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.

 

Submitted, confirmation number is 1695497650.

Bump, anyone from Sonos able to take a look at my diagnostic?

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