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Answered

Connect device disconnecting randomly

H

I use the Sonos App on my iPad with the device Connect that is connected to my router and to my HiFi amplifier. 

The Connect device disconnects after a few minutes. I can sometimes reactivate it through my Sonos App, and I hear music again. But after two or three tries, the Sonos App can no longer find the Connect device. 

The problem appeared about a month ago (in March 2021). Before, for more than a year, there was no problem. 

Any suggestions what the problem is? And how to solve it? 

Best answer by Xander P

Hi @hradjy, thanks for getting back to us :)

If the LED doesn’t react at all when pressing the Play/Pause and Volume + buttons, that would indicate an internal fault - I’d recommend reaching out to our Support Team via either live chat or phone call, so that they can look in to troubleshooting or replacement options.

Let us know how you get on!

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4 replies

Xander P
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  • Xander P
  • Retired Sonos Staff
  • 553 replies
  • March 22, 2021

Hi @hradjy, and welcome to the Sonos Community!

A couple of questions that should help us get to the bottom of this;

Is the Connect wired directly to the router via Ethernet cable?

Are there any other routers, access points, or wireless extenders in use?

When the Connect drops off, is there any change in the status light? Does it start to flash at all?

If you press the Play/Pause and Volume + buttons simultaneously after the Connect has dropped off, does the light react? (The Play/Pause button may be a Mute on older models)

H
  • hradjy
  • Author
  • Contributor I
  • 3 replies
  • March 23, 2021

Answers to Xander P questions: 

  • The Connect is wired directly to the router via Ethernet cable. 
  • There are no other routers, access points, or wireless extensions in use. 
  • When Connect drops off, there is no change in the status light. It does not flash. The light remains on, either fully or with slight shimmering (i.e. the intensity of the light is varying slightly. 
  • If I press the Play/Pause and Volume + buttons simultaneously after the Connect has dropped off, there is no change in the light. 
Xander P
Forum|alt.badge.img+15
  • Xander P
  • Retired Sonos Staff
  • 553 replies
  • Answer
  • March 23, 2021

Hi @hradjy, thanks for getting back to us :)

If the LED doesn’t react at all when pressing the Play/Pause and Volume + buttons, that would indicate an internal fault - I’d recommend reaching out to our Support Team via either live chat or phone call, so that they can look in to troubleshooting or replacement options.

Let us know how you get on!

H
  • hradjy
  • Author
  • Contributor I
  • 3 replies
  • April 16, 2021

Sonos agreed for me to return to them my defective Connect device, which they quickly replaced. Now it works well, except for the following: 

My music library is on my MacBook Pro, but I can not access it from my Apple iPad to play to the Connect device (connected to my HiFi amplifier). Any suggestions what I can do? 

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