Best answer by Ryan S
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Sonos Play 5_2nd Gen Defective WiFi Cards?
Userlevel 7
I've read several posts about the Play 5_2nd Gen suddenly having problems due to a defective WiFi card. Although it appears that Sonos has been replacing the defective units (when notified) it still gives me pause. Do I need to be concerned about my two (2) out of warranty Play 5 2nd Gen's developing the same issue? If it is widespread I would hope that Sonos would issue a re-call to replace the units similar to what Microsoft did with the 1st Gen Xbox One units manufactured in a certain lot. Can anyone at Sonos elaborate?
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Userlevel 7
+26
Hi AJ, there isn't a widespread issue warranting a recall, so don't worry there. If anything does come up, even outside warranty, feel free to give us a call and we'll do what we can to help.
I've just had this happen to my second Play 5, no problem getting it replaced by Sonos. Does seem to be more widespread then Sonos will admit.
Hi David, I would recommend getting in touch with tech support and requesting a diagnostics check. This will confirm the root of the issue and they should be able to advise the best course of action from there.
Userlevel 7
+26
Just searching around and found this thread, I wonder if it is the same network card in my just failed PLAY3, just 3 years old and part of a now effectively defunct PLAYBAR without surround sound.
Good thinking, but it is not that same component. The Play:3 uses an older wireless card than the Play:5 gen2, and is just about different in every way internally. It looks like your case is already in the right hands. As a simple test, you could see for yourself if it’s the wireless card or another wireless related issue (meaning interference, network side wireless restrictions, or something on those lines) by wiring that Play:3 into the Playbar with an ethernet cord and see if it connects. For this test, one of your other Sonos devices would also need to be wired into the network somewhere.
Has this speaker worked wirelessly for you in the past?
What other Sonos equipment do you have?
Hi Jeff and team,
Same issue here; I own 2xPlay1, Play5(2nd g.) and a Playbar. The Play5 suddenly dropped from the network and it’s impossible to get it back. Now it’s only working wired and can’t play it along the other speakers. Diagnostic # for the Play 5 is 188020826. I’m located in Spain and couldn’t reach any associate at the Spain’s phone number. Thanks
Same issue here; I own 2xPlay1, Play5(2nd g.) and a Playbar. The Play5 suddenly dropped from the network and it’s impossible to get it back. Now it’s only working wired and can’t play it along the other speakers. Diagnostic # for the Play 5 is 188020826. I’m located in Spain and couldn’t reach any associate at the Spain’s phone number. Thanks
Userlevel 2
The wireless just went on mine too. Diagnostic# 1115617587.
Really bummed because I love this system so much - sad to see this flaw.
Really bummed because I love this system so much - sad to see this flaw.
Userlevel 7
+20
Really bummed because I love this system so much - sad to see this flaw.
Hi CanuckGal,
Your report shows an issue with the wireless on your Play:5. Our phone team can help out, please give us a call. You can find our phone number here.
Userlevel 7
Thanks for the reply Ryan. Wi-Fi always seems to be the issue :8 LOL. Like I said in my topic...Don't Blame Sonos...Every time. Cheers!
I’m not all that sure that they have to “admit” anything, if they replace them. Especially as it seems to be a relatively low number, in my mind. I think maybe a couple of dozen posted here, versus maybe 10,000 or more sold, as an estimate. That’s a relatively low percentage.
However, the cost to Sonos to deal with the customer service, and process of replacing them for folks who have experienced the issue must be fairly high. I can well imagine some strong words at the least being had with the parts supplier, if not a complete replacement with a new supplier.
However, the cost to Sonos to deal with the customer service, and process of replacing them for folks who have experienced the issue must be fairly high. I can well imagine some strong words at the least being had with the parts supplier, if not a complete replacement with a new supplier.
I have a SONOS 5 which has a similar issue. It usually is connected directly to the network with a cable and I recently wanted to move it to a new location and have tried all of the suggest fixed and just hit a brick wall. Starts with flashing Orange light! I then carry out a factory reset and will get the unit into 'pairing mode' with a flashing green light, try to pair and end up back with a flashing Orange light. Diagnostics just sent 1727010877. Please help!
Userlevel 7
+22
Once you have done a factory reset you have made things worse, hopefully the Sonos folks can help.
https://support.sonos.com/s/article/1096?language=en_US
https://support.sonos.com/s/article/1096?language=en_US
Factory resetting any of your Sonos products is not recommended and should not be done in an attempt to resolve an issue.
My wireless must be bad also. I just submitted a diagnostic. Will Sonos be in contact or do I have to call them?
You have to post the reference number of the diagnostic here, then they will get back to you.
Just posted a diagnostic as my Play:5 Gen 2 has stopped connecting wirelessly. Number is 993146025
Userlevel 7
+20
Hi richchappelow,
Thanks for sending in the diagnostic report. It does look like there's something going on with the wireless card on your PLAY:5. Please reach out to our phone team for help. You can find their number and hours here.
I also just had a WiFi card go bad on a gen 2 Play:5 after roughly 16 months. I have to say the tech line support I received was pretty great, but I'm disappointed at the cost to replace (being only 4 months or so out of warranty). Agreed with Airgetlam's comment above that a handful of issues out of thousands of units shipped may be nothing, but if there really is a more fundamental problem I'd hope Sonos would come clean. Aside from this blip I couldn't be happier with the system. Here's hoping it's just my bad luck comin' around again.
Hi, one of my Play 5:2 gets a similar issue:
- it will work on RJ-45, will update, will play.
- It will stop working while disconnecting RJ-45.
- It will not connect when restarting.
- It will reconnect when re-connecting RJ-45.
Error report: 245003525
I have 6 Sonos devices (2xPlay 3, 2xPlay 5:2, Sonos connect:amp, Sonos connect) on my network at the moment (own 8 with 2xSonos Play:1), I have to mention that the Sonos Connect (RJ-45 wired) has a tendency to reconnect. what I notice is
- the white LED is dimmed when it's working
- the white LED is full bright when it's faulty
faulty = stop being visible in the app. That can happen from every 5 minutes to every month, but at the end, always [dis]connect ;)
> I can try to send a report right after a default but it should be visible in the report mentioned above.
Regards, LG
- it will work on RJ-45, will update, will play.
- It will stop working while disconnecting RJ-45.
- It will not connect when restarting.
- It will reconnect when re-connecting RJ-45.
Error report: 245003525
I have 6 Sonos devices (2xPlay 3, 2xPlay 5:2, Sonos connect:amp, Sonos connect) on my network at the moment (own 8 with 2xSonos Play:1), I have to mention that the Sonos Connect (RJ-45 wired) has a tendency to reconnect. what I notice is
- the white LED is dimmed when it's working
- the white LED is full bright when it's faulty
faulty = stop being visible in the app. That can happen from every 5 minutes to every month, but at the end, always [dis]connect ;)
> I can try to send a report right after a default but it should be visible in the report mentioned above.
Regards, LG
Userlevel 7
+20
- it will work on RJ-45, will update, will play.
- It will stop working while disconnecting RJ-45.
- It will not connect when restarting.
- It will reconnect when re-connecting RJ-45.
Error report: 245003525
I have 6 Sonos devices (2xPlay 3, 2xPlay 5:2, Sonos connect:amp, Sonos connect) on my network at the moment (own 8 with 2xSonos Play:1), I have to mention that the Sonos Connect (RJ-45 wired) has a tendency to reconnect. what I notice is
- the white LED is dimmed when it's working
- the white LED is full bright when it's faulty
faulty = stop being visible in the app. That can happen from every 5 minutes to every month, but at the end, always [dis]connect ;)
> I can try to send a report right after a default but it should be visible in the report mentioned above.
Regards, LG
Thanks for sending in the report. It looks like there's an issue with the wireless card on your Family Room Play:5. Please reach out to our phone team who can take over from here. You can find our phone number and hours here.
Thank you Jeff! Did you have a chance looking into the Sonos Connect wired-disconnection problem?
Mine just failed after months of use...
sonos support asked for diagnostic, confirmed a wifi card issue...
will be sending back once i get RMA setup.
thx, sonos!
sonos support asked for diagnostic, confirmed a wifi card issue...
will be sending back once i get RMA setup.
thx, sonos!
I’m not all that sure that they have to “admit” anything, if they replace them. Especially as it seems to be a relatively low number, in my mind. I think maybe a couple of dozen posted here, versus maybe 10,000 or more sold, as an estimate. That’s a relatively low percentage.
However, the cost to Sonos to deal with the customer service, and process of replacing them for folks who have experienced the issue must be fairly high. I can well imagine some strong words at the least being had with the parts supplier, if not a complete replacement with a new supplier.
That’s completely anecdotal. Only Sonos knows how widespread this really is.
I had a Play 5 wifi card fail last summer. The replacement Play 5 card failed yesterday. Both were the unit hard wired to my ethernet. I had to pay for the replacement at a reasonable fee since it was out of warranty. The second one is still under warranty. I am thinking I should change the ethernet connection to an non-Play 5 unit. Is this recommended? Are there similar problems with a BOOST?
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