Play 5 Gen 2 Disconnecting.

  • 20 December 2020
  • 1 reply

My Play 5 has been constantly disconnecting from my app and Windows 10.  It also takes awhile for the system to connect when I open the app.  I have difficulty getting in touch of support recently.  I’ll post my Diagnostic Number here just in case Sonos Support checks this Forum:

Diagnostic Reference # 422237826

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1 reply

Userlevel 6
Badge +17

Hi @Slapbunny.

Welcome to the Sonos community and thanks for bringing this to our attention and for submitting a diagnostic. I totally understand the frustrations of getting Sonos to work on a Mesh network. Allow me to help you out by sharing some information that discusses about Sonos working on mesh systems so we can better understand how mesh system works and how Sonos works and what needs to be done for Sonos to work.

Based on the provided diagnostic, Sonos is showing multiple router/wireless access point using the same Wifi name under the same manufacturer AsusTeck Computer Inc. I would suggest reaching out to the manufacturer of the mesh system so that the mesh system can be configured in bridge mode or access point mode or which option best fits your preference (the main objective is to disable the mesh from generating their own IP-address).

  • Have each access point have their own unique Wi-Fi name as so you and your mobile controller do not get confused about what and where to connect to access your Sonos system.
  • Disable Wifi Capabilities of the Main router that provides connection directly to your ISP or internet provider.
  • Disable the DHCP or IP-address generation of the Access point and only allow the main router to generate the IP-addresses to avoid IP-address mismatch or IP-address duplicates.
  • Wire a Sonos device to one of the routers/access points to get them to stay on a single network (having each access point have their own unique WiFi names).

 Let me share with you a topic in this community that discusses multiple routers. You can share and ask questions or comments on that topic if something is not clear. 

I hope this helps.

Please let me know if you have further questions or concerns. I’ll be more than happy to help you out.