I have a new modem/router and Sonos stopped working. First it lost access to my itunes library, then it could not handle an update, then I started getting messages that there was no Sonos to connect to, then it asked me to connect a player. Following the 'connect a player' rabbit hole leaves me in a loop, though it does ask me to confirm I am trying to connect my Player (w serial number) when I initiate connection process for the nearest Play5.
My components are all Gen 1 - a Bridge connected to my PC, two Play5s and a Connect for my stereo.
I had tried various configurations of rebooting router, Bridge, PC, players. I then tried Stuart W's prescription of a system re-start (in string under Ken C's similar question) and ... I am back to 'you need to add at least one Sonos player to get the music started'.
If I avoid wasting more time pressing the 'Add a Player' button, and press More Options > About My Sonos System, I get a dialogue box with all details about my Bridge and IP address, so the Bridge is clearly connected to my PC Controller. My PC settings page shows all my other Sonos components as listed devices but also as 'Not connected'.
I have not succumbed to doing a factory reset yet, but it is getting tempting!
Oh wait - now I have the standard controller screen with a warning I need to update for full functionality. Dismissing that to avoid sitting through yet another 5-10 minute attempt to update ending in an error message, I survey my controller screen to see just one of three players is connected. A few minutes later, a second player also appears (but still no music library). I attempted to group the players but that did not work and a few minutes later the 2nd player disappears...Now 15 minutes later and just the 1 player. Curiouser and Curiouser! Checking my PC settings all players are still shown as Not connected. Oh wait - now checking again, my controller screen shows only the second player is connected. There is a radio station in my Sonos Favorites and that works (but nothing else). Uh Oh - now it has stopped working... No back on again, no wait .... 'Connect a player' again.
So - I have been trying to fix this for several days in between work and Xmas shopping and housework. It is Xmas Eve. Sonos store will not be available to assist until at least Wednesday. In fact in Australia the customer support is only really available business hours Mon-Fri, which does not help those of us trying to get their gear to work on weekends. In my experience, while the staff are very helpful, the complexity of fixes guarantees hours of attempts at rebooting and tweaking firewalls.
Maybe someone in the online community can help?