Sonos - will not recognise wifi network

[Lovey1]

My daughter has just moved away into a shared house and has taken her SONOS 1 with her. She has tried to set it up by connecting to the router using an Ethernet cable but she cannot see the network in the system. She has done a reset on the SONOS and still there is no recognition. Is there anything obvious that i can talk her through to fix the issue.Thanks

[robbieduncan]

What sort of router? Do they have access to the router configuration? Can devices see each other on the network (network may have been setup with device isolation)

[Lovey1]

robbieduncan said:

What sort of router? Do they have access to the router configuration? Can devices see each other on the network (network may have been setup with device isolation)

Not sure. its a shared house of 4 students. I know its a Virgin Media router.. I would think its unlikely to be set up with device isolation but can't confirm. thanks

[robbieduncan]

Ok, Are they on the guest network or the main network? The Ethernet ports will be on the main network and devices connected to the WiFi guest network won't be able to see those. I believe the guest network might well have client isolation on it too

[Lovey1]

Thanks. i will get her to take a look. She had no trouble joining the network with her phone of laptop so I will be surprised if this is the issue. She has also tried manually entering the network name which is the same as the one she sees on her phone.

[TimmyMallett]

Make sure she has the latest version of the app on her phone. That's been the issue for me before.

[anonymous-user]

Not much help, but Sonus customer services were ace when I called them with a problem..

[TimmyMallett]

Second that. You can create a diagnostic file in the app and attach to the support ticket.


I had an issue where 2 speakers in a pair similar wouldn't pair up anymore. They were able to tell that they had connected to separate mesh APs even though they were equidistant.

[Chester draws]

Full reset, uninstall / reinstall app, connect via wi-fi.

Follow troubleshooting in app, call Sonos.

Why trying to use the Ethernet cable rather than wi-fi?

Edited by Chester draws on Tuesday 22 September 08:55

[Alucidnation]

Are Sonos able to use 5Ghz network?

If not, if the router is pumping out 2.4 & 5 with the same UN & PW, the Sonos will have problems connecting.

[Chester draws]

Alucidnation said:

Are Sonos able to use 5Ghz network?

If not, if the router is pumping out 2.4 & 5 with the same UN & PW, the Sonos will have problems connecting.

2.4GHz only.

(For the main system anyway,
Playbase --> surround / sub will be a separate 5GHz, but a single Play:1 will be 2.4).

Edited by Chester draws on Tuesday 22 September 08:45

[thebraketester]

Alucidnation said:

Are Sonos able to use 5Ghz network?

If not, if the router is pumping out 2.4 & 5 with the same UN & PW, the Sonos will have problems connecting.

Our 2.4 and 5 channel are all on the same SSID and Sonos connects fine.

[Alucidnation]

thebraketester said:

Alucidnation said:

Are Sonos able to use 5Ghz network?

If not, if the router is pumping out 2.4 & 5 with the same UN & PW, the Sonos will have problems connecting.

Our 2.4 and 5 channel are all on the same SSID and Sonos connects fine.

Fair enough.

I don't have the product, but i do know that some stuff will not connect if the 5G network is active as well, but the device is 2.4 only.

[Lovey1]

Chester draws said:

Full reset, uninstall / reinstall app, connect via wi-fi.

Follow troubleshooting in app, call Sonos.

Why trying to use the Ethernet cable rather than wi-fi?

Edited by Chester draws on Tuesday 22 September 08:55

Using ethernet cable for initial set up because thats what the set up tells you to do.. And we can't recognise the wifi so thats not an option anyway!

[sma]

I did not think you could use Sonos wirelessly without having either the first node connected via Ethernet, subsequent Sonos speakers can then be wireless or by using a boost or the former bridge.

[thebraketester]

sma said:

I did not think you could use Sonos wirelessly without having either the first node connected via Ethernet, subsequent Sonos speakers can then be wireless or by using a boost or the former bridge.

Both of our are used wirelessly.