Hey folks,
Pretty sure I've tried everything here but thought I'd give it a whirl.
I've owned a Play 5 and Playbar (both in separate rooms) for about 6 weeks. They've worked perfectly wirelessly and been great.
Yesterday my Play 5 stopped showing up on the network and isn't working on the wireless network.
These are the things I've tried:
- Moving closer to the router - Nothing
- Setting up again through different controllers - Nothing
- Resetting the Play 5 and set up wirelessly - Nothing
- Resetting the Play 5 and setting up using the Ethernet - works, but when you try to set it up on the wireless (1 ft from the router - Nothing)
- Tried resetting my router - nothing
It's also worth noting that the entire time my playbar works across the wireless with no problem at all.
Is it just that my Play 5 wireless needs to be returned?
Thanks,
Alf
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Userlevel 1
Connection problems which appear suddenly are often caused by network problems, not Sonos problems. The typical cause is duplicate IP addresses. These often show up after an update or power outage because a reboot requires the device to request a new IP, and the router, having lost track of current IP assignments, issues a new IP that is in use by another device. Rebooting the router may correct this temporarily, but it actually exacerbates the problem because as soon as another IP lease expires, it starts handing out duplicates again. To cure this, do the following:
Reboot/power cycle your devices in the following order:
Modem
Router
Switches or hubs
Wired Sonos units
Wireless Sonos units
Computers/printers
Wireless devices - phones/tablets etc.
Allow each device to come back up before proceeding to the next. Note that you can permanently prevent duplicate IP addresses by assigning an IP to each device's MAC address in the router setup. See your router manual for details.
Make sure your SonosNet and router are on different channels
Keep what ever Sonos product you have wired at least a meter from the router
If all fails run a diagnostic and post the number here
Go to help and submit diagnostic
I saw this on some of the other posts and I've tried this several times now and it's not worked. I've tried rebooting the router to factory settings. All of it.
It does feel like this is a Sonos problem. Based on the fact that so many people are having the same problem, with the same product and I have several other products that are connected to the WIFI with absolutely not problem (In cluding a playbar).
Even in the setup where it says that the Sonos is going to create a temporary WIFI network. It doesn't do that.
I really like my play 5 but if I get a replacement one, will this happen again? It's a big rubbish that a products unique selling point is basically crapping out on people!
Any other ideas folks?
Please send them diagnostics. My Report confirmed a hardware issue with the Play:5 gen2 and SONOS replacement process has been initiated. So far they have exhibited Great customer service. I was interacting with support on Twitter.
CapnLes - I also tried this several times after reading it on another thread and it made no difference.
My question is this:
If it is a network problem and not a Sonos problem, why does it only affect the Play 5 and not the other players??
My question is this:
If it is a network problem and not a Sonos problem, why does it only affect the Play 5 and not the other players??
Userlevel 1
Wow, ok. That was super quick. I spoke to a guy on the phone who was really helpful. He checked the system and said that it was as suspected, "faulty". I asked if this was a problem that was occurring with Play 5's at the moment and he said there has been some problems with the Play 5's which they're looking into. I appreciated the honesty because I've made quite a big investment with this stuff and I'm pretty forgiving if they're up front!
I was supposed to get an email to tell me what to do next but didn't receive anything. Waited an hour.. called back and then spoke to another guy and he was having trouble with his email but eventually got it through.
I've spoken to 3 staff there in total. 2 said that they hadn't experienced that many issues with the Play 5 and sometimes they have a defective antenna. 1 said this had been a problem.
Will update everyone on what happens next though. Hopefully I won't run into the same problems.
I was supposed to get an email to tell me what to do next but didn't receive anything. Waited an hour.. called back and then spoke to another guy and he was having trouble with his email but eventually got it through.
I've spoken to 3 staff there in total. 2 said that they hadn't experienced that many issues with the Play 5 and sometimes they have a defective antenna. 1 said this had been a problem.
Will update everyone on what happens next though. Hopefully I won't run into the same problems.
Update - I just received my replacement play 5 unit and it was brand new, not a refurb as I had feared - I take it back, fair play to Sonos for sorting. If you have wifi card issue I still believe the giveaway clue is it failing to broadcast SONOS wifi network during set up.
Update: Report showed an internal problem with the speaker and SONOS is sending out a new one. Great customer service!
Userlevel 6
+3
Hello and welcome to the Sonos community
Connection problems which appear suddenly are often caused by network problems, not Sonos problems. The typical cause is duplicate IP addresses. These often show up after an update or power outage because a reboot requires the device to request a new IP, and the router, having lost track of current IP assignments, issues a new IP that is in use by another device. Rebooting the router may correct this temporarily, but it actually exacerbates the problem because as soon as another IP lease expires, it starts handing out duplicates again. To cure this, do the following:
Reboot/power cycle your devices in the following order:
Modem
Router
Switches or hubs
Wired Sonos units
Wireless Sonos units
Computers/printers
Wireless devices - phones/tablets etc.
Allow each device to come back up before proceeding to the next. Note that you can permanently prevent duplicate IP addresses by assigning an IP to each device's MAC address in the router setup. See your router manual for details.
Make sure your SonosNet and router are on different channels
Keep what ever Sonos product you have wired at least a meter from the router
If all fails run a diagnostic and post the number here
Go to help and submit diagnostic
Connection problems which appear suddenly are often caused by network problems, not Sonos problems. The typical cause is duplicate IP addresses. These often show up after an update or power outage because a reboot requires the device to request a new IP, and the router, having lost track of current IP assignments, issues a new IP that is in use by another device. Rebooting the router may correct this temporarily, but it actually exacerbates the problem because as soon as another IP lease expires, it starts handing out duplicates again. To cure this, do the following:
Reboot/power cycle your devices in the following order:
Modem
Router
Switches or hubs
Wired Sonos units
Wireless Sonos units
Computers/printers
Wireless devices - phones/tablets etc.
Allow each device to come back up before proceeding to the next. Note that you can permanently prevent duplicate IP addresses by assigning an IP to each device's MAC address in the router setup. See your router manual for details.
Make sure your SonosNet and router are on different channels
Keep what ever Sonos product you have wired at least a meter from the router
If all fails run a diagnostic and post the number here
Go to help and submit diagnostic
Also, when the Play 5 is wired it is given it's own unique IP address - I checked in 'About my Sonos system' and with all the other devices connect to my wifi - and it works fine.
So how can this be an issue with IP addresses? If I unplug the ethernet cable in the Play 5 shouldn't it continue using the same IP address wirelessly?
So how can this be an issue with IP addresses? If I unplug the ethernet cable in the Play 5 shouldn't it continue using the same IP address wirelessly?
I was having problems with my Play5(gen 2). Finally talked to Sonos support on the phone and diagnostics showed I had a faulty wireless card, so they are shipping me a new one and a label to return the faulty one for free. If you are finding your Play 5 works fine when plugged in with a wire but not wirelessly (and still close to the router), definitely give them a call. Might have the same problem as me. 🙂
Hey just thought I would comment on this thread. I have 2 play 5 gen 2 in a surround sound setup with playbar and sub. Sent out left surround 3 weeks ago with fail WiFi card, got my replacement and everything working great. Today I come home want to shake the house with some music and low and behold right surround play 5 not being found in system. Call sonos already knowing that it’s most likely the WiFi card issue. It was. I ask the representative if this is common and by his answer this was the first he’s heard of it. I doubt that. I LOVE sonos products to the point of being called a “fanboy” but this is definitely a problem they need to fix at the manufacturing level. What happens if my WiFi card goes bad in year 2 of the speaker life? I spent over 500$ for 1 year use of a speaker? I think they should just recall the speaker fix it and rectify the situation. I ordered my new sonos one with Alexa I hope they used a different WiFi card company for it ??.
Definitely sucks, I know the feeling, but I must give sonos credit for one thing, both of my play 5s were replaced with BRAND NEW speakers, not refurbished. They tell you not to send your power coard thinking that they are just gonna send you a speaker and you have to use your old power coard. Nope, sealed box, with everything in it, paperwork, speaker, power; new style black box. I’m happy
Userlevel 3
+4
I believe I’m starting to have the same issue with my play:5.
Not super stocked about having that happen on a 1y old device...
Not super stocked about having that happen on a 1y old device...
How are you guys sure they're not refurbs? Refurb devices can come in similar packaging as a new device from my experience.
I originally expected to get refurb because I was put in an RMA process involving a subcontract remanufacture company in Netherlands. When I received replacement unit it had Chinese manufacturer's labels on new style black pristine packaging which made it appear factory fresh. Maybe luck that play 5(2) units new enough not to have sufficient refurb stock, or maybe the wifi card issue is a known problem and Sonos have taken smart decision not to risk customer satisfaction on flagship product. Either way, happy with replacement, worked first time and ever since.
+1
The same happened to me the 23 Nov. 2017. One of the Play 5.2 suddenly lost connection. Dianostic was send, and advanced replacement is going on. Unfortunately something was going wrong with the shipment, and still not received the new speaker. It’s a shame the P5’s are unstable, because sound is fantastic 🆒
Same thing. I have 2 Play 5's (2) which I use as surrounds. Had them about a year. Noticed today they were not working. Tried everything then called Sonos. Diagnostics says failed WiFi card. Waiting to hear now regarding RMA procedure.
It happened to us today. Will have to wait for next week to submit diagnostics and call Sonos. Glad this is documented but frustrated it is happening.
I have the same issue as everyone here I think. Faulty WIFI card. As one suggested - I think the dead giveaway is when it gets to the step of broadcasting the SONOS network and it doesn't appear on any of your devices.
I have been dealing with this problem for 6 months, but just really started troubleshooting when I moved apartments. Basically I would try to play music when I was cooking or having guests over, and it would crap out and not connect. 30-60 min of rebooting and resetting of everything would _sometimes_ fix the issue. Basically I chalked it up as SONOS being a terrible user experience.
Never thought something as trivial or as inexpensive like a WIFI module would be the culprit. Hoping to get a replacement soon.
I have been dealing with this problem for 6 months, but just really started troubleshooting when I moved apartments. Basically I would try to play music when I was cooking or having guests over, and it would crap out and not connect. 30-60 min of rebooting and resetting of everything would _sometimes_ fix the issue. Basically I chalked it up as SONOS being a terrible user experience.
Never thought something as trivial or as inexpensive like a WIFI module would be the culprit. Hoping to get a replacement soon.
Happened to me yesterday with my 2 month old play 5. Just stopped mid track. Failed to connect wirelessly. Strangely though it would connect wirelessly after first plugging ethernet cable in, then connecting. Remove cable once connected then it would connect wirelessly. But as soon as it was powered down to move it back to where it was....boom. No connection. Sent 2 codes via facebook message today with a techie and they have confirmed wireless card issue. They have already issued me with an RMA via email and return free postage label. I can't fault their service given the time of year. Well done Sonos.
Having same symptom as mentioned a-above regarding Play 5 (2.gen). Whent through all the network BS and got a new router from our internet Company. Play1 still working fine but still putting a small lid on our newyear party. Calling Sonos on tuesday hoping for solution.
Userlevel 2
Hi, I know I'm a bit late in replying. But here is my thinking...
I have a Play 1 that I use for camping (yeah,, i just love the sound) I have a wifi drive and my play one connects then i select with the phone on the same wifi.
Been working awesome at many places until the last time I was at a Van park instead of free camp. It wouldn't connect to MY wifi, but it was connected, solid white LED.? I just thought it was a power glitch or error. I re-set the sonos and tried to reconnect.. I had a bit of trouble connecting but after stuffing around I got it (Not as easy as normal). When I powered of the Sonos and back on latter I had the same issue not finding the sonos.
OK. So what I think is happening. Sonos has it's own connecting system when an ethernet cable is connected that sonos can talk to other sonos instead of on wifi. (Correct me if I'm wrong Mr Sonos).
So I think my Sonos was connecting to the open free wifi in the Van park when restarted. Not my wifi.
Maybe check wifi's that are near by to see if any are Open? Maybe your sonos is talking to that instead.
I love Sonos to prove me wrong, but for me to function in many locations with no issues (Klm's from any other wifi) and as soon as I get near an "open" wifi I have issues.
Only Sonos can tell or fix it.?
Cheers.
Alex.
I have a Play 1 that I use for camping (yeah,, i just love the sound) I have a wifi drive and my play one connects then i select with the phone on the same wifi.
Been working awesome at many places until the last time I was at a Van park instead of free camp. It wouldn't connect to MY wifi, but it was connected, solid white LED.? I just thought it was a power glitch or error. I re-set the sonos and tried to reconnect.. I had a bit of trouble connecting but after stuffing around I got it (Not as easy as normal). When I powered of the Sonos and back on latter I had the same issue not finding the sonos.
OK. So what I think is happening. Sonos has it's own connecting system when an ethernet cable is connected that sonos can talk to other sonos instead of on wifi. (Correct me if I'm wrong Mr Sonos).
So I think my Sonos was connecting to the open free wifi in the Van park when restarted. Not my wifi.
Maybe check wifi's that are near by to see if any are Open? Maybe your sonos is talking to that instead.
I love Sonos to prove me wrong, but for me to function in many locations with no issues (Klm's from any other wifi) and as soon as I get near an "open" wifi I have issues.
Only Sonos can tell or fix it.?
Cheers.
Alex.
Looks like I'm also in the same boat. Stopped connecting last night while I was listening to the speaker. I've got 4 other speakers and the rest are fine. Connects fine when I'm hardwired, but no way to connect via wifi. I've emailed support and submitted my dialogistic report. Hoping SONOS takes care of me.
Had the same issue, went through all the troublshooting stuff there was and even did a factory reset.
Finally submitted a diagnostic and called customer service. They said it was a wireless card fault being reported, so they took my info and referred me to the sales team to send it in for replacement.
I was just about to throw away the box a few days ago; glad I didn't now!
Finally submitted a diagnostic and called customer service. They said it was a wireless card fault being reported, so they took my info and referred me to the sales team to send it in for replacement.
I was just about to throw away the box a few days ago; glad I didn't now!
I found this topic after trying all the possibilities written here, I think i'm in the same boat.. I'' try to reach out to support and see what is going on.
Hi.... Same problem plus Play:5 gen2 won't even connect now with wired Lan.
I bought a Sonos 5.1 with two play:1 additional in another room.
5.1 worked for few days with two play 5 as surround. Then one play 5 stopped and started showing? In setting status.
So far I have Attempted all steps given here specially to resolve IP conflict.
The setup goes smooth till it says press the back setup button. I hear the confirmation sound of button press also but the controller app doesn't move to next page to register this Play:5 gen2. Thanks in anticipation
I bought a Sonos 5.1 with two play:1 additional in another room.
5.1 worked for few days with two play 5 as surround. Then one play 5 stopped and started showing? In setting status.
So far I have Attempted all steps given here specially to resolve IP conflict.
The setup goes smooth till it says press the back setup button. I hear the confirmation sound of button press also but the controller app doesn't move to next page to register this Play:5 gen2. Thanks in anticipation
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