Airplay 2 cannot connect on SONOS One

  • 25 April 2021
  • 3 replies
  • 121 views
B

Hi,

I’ve been having an issue with my Sonos one that means I am unable to connect to it via airplay (or add it to the apple home app for that matter). basically I am unable to interact with it through anything other than the app or Alexa. I have a good reason to believe it is an issue with this Sonos, I've done all the usual (turn everything off and on, factory reset speaker and reset app), and nothing seems to let it work. There is another Sonos one (same model) on this network that I can airplay to quite happily, along with apple products such as TV which don’t complain at all. I was wondering if there was any solutions to force the speaker to start accepting airplay streams.

 

I submitted a diagnostic after trying to airplay, the number is: 1494513105

 

Thanks

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3 replies

James L.
Badge +17

 Hi @ben_kelly,

 

What kind of router do you have? Is it a BT Smart Hub 2? If so, have a read of this article and let me know how you get on.

 

Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions.
B

 Hi @ben_kelly,

 

What kind of router do you have? Is it a BT Smart Hub 2? If so, have a read of this article and let me know how you get on.

 

Hi @James L. the first network I tried was a smart hub 2, this new one is not. I believe this is an issue with the speaker itself as there is another speaker of the same model on the same network which works without issues.

James L.
Badge +17

 Hi @ben_kelly,

 

What kind of router do you have? Is it a BT Smart Hub 2? If so, have a read of this article and let me know how you get on.

 

Hi @James L. the first network I tried was a smart hub 2, this new one is not. I believe this is an issue with the speaker itself as there is another speaker of the same model on the same network which works without issues.

In that case I’d suggest submitting another diagnostic, recording the number and getting in touch with our customer care team who can dive deeper than we’re able to here on the community. In my experience, it’s most likely not a speaker failure, but rather something happening on the network. I’m not completely ruling it out, but having only Airplay 2 fail on one unit is generally not the sign of anything having gone wrong inside a speaker. Let me know how you get on when you contact support :slight_smile:

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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