Sonos PLAY:5 Owner's Manual

Product Guide

14

Warning: Do not open Sonos products as there is a risk of electric shock. Under 
no circumstances should Sonos products be repaired by anyone other than an 
authorized Sonos repair center, as this will invalidate the warranty. Please contact 
Sonos Customer Support for more information. 

If a problem occurs, you can try the troubleshooting suggestions listed below. If one of these doesn’t remedy 
the problem, or you are not sure how to proceed, please contact the Sonos Customer Support team and we’ll 
be happy to help.

• Check to make sure the power cord is properly seated.

• A network issue may be preventing the product from connecting to your Sonos system. If this is a 

wireless Sonos component, try moving the Sonos products closer together, or use an Ethernet cable to 
hard wire the product to your router temporarily to see if the problem is related to wireless interference. 

If you encounter this error while a Sonos product is connected to your router, you can try the steps below to 
resolve this issue. If you are still experiencing problems, please contact Sonos Customer Support.

If you are using a computer, firewall software may be blocking the ports that Sonos uses to operate. First, 
disable all your firewalls and try to connect again. If this resolves the problem, you should configure your 
firewall to work with the Sonos app on your Mac or PC. Please go to our website at http://faq.sonos.com/
firewall for additional information. If this does not resolve the problem, you can try step 2 below.

You can bypass your router to determine whether there are any router configuration issues by connecting a 
Sonos product as shown below—in this BOOST configuration example, note that the BOOST and the 
computer still have Internet access:

• Be sure that your cable/DSL modem is connected to the router’s WAN (Internet) port. 

• If you have any Sonos products connected to your router, temporarily remove them.