Question

No sound on Play:5

  • 27 July 2019
  • 4 replies
  • 86 views

Hi,

This morning the audio on my Play:5 stuttered and stopped. I've been unable to play any source since.

- the Play:3 in the other room works fine.
- I've restarted the unit with no luck
- I've rebooted the router with no luck.
- I've tried with headphones and can hear a very broken audio on BBC Radio 4.

Hopefully someone can help.

Thanks in advance.

Kieran.

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4 replies

Userlevel 7
Badge +21
Can you hook it to an Ethernet cable for a short test? Do that and if it is working send Sonos a diagnostic and contact them on one of their 24x7 support portals.
Thanks for the reply, Stanley_4. I'll try that today.

Today some audio has returned but it now sounds like the volume is dipping/rising. This is happening quite frequently.
Here are some more things I've tried.

  • The next day I got some audio has returned but it now sounds like the volume is dipping/rising. This is happening quite frequently and then the audio stops completely.
  • I tried to connect Play:5 by ethernet cable to the router but I got no connection. As if the unit was not set-up. It looked like it couldn't see any the Play:3 either.
  • Spotify Connect does NOT work on the Play:5
  • Spotify Connect DOES work on the Play:3
Userlevel 7
Badge +17
Have you contacted support, as already suggested, with a diagnostic? We are “only” a user community.