Lost Connection?

[freelers]

Hi
First post and probably something simple but im really confused.
I got a Sonos S5 and wired it to my Netgear router as instructed. I set up the controller on laptop with no problems and set up contoller on my Iphone via the app and connected without issue. I have used everything for a week with no problems.
Yesterday I open the iphone app and cant connect to the sonos. I have tried via laptop controller and had the same problem. I have reset both and tried again and neither will connect.
Internet connection is fine, the green light at the sonos ethernet port is solid and amber light is active.
I have unplugged sonos and router ect but still have the same problems?
What has happened? Is there anything else I can try..

Any help greatly appreciated

[buzz]

freelers,

Welcome to the forums.

Make sure that the iPhone is using your wireless network, not the neighbors.

If all else fails, reboot the iPhone. Lots of network problems that "never happened to me", "never happened before", "must be a (another manufacturer) issue", and on and on -- go away when one reboots the iPhone.

[freelers]

Hi
I have tried rebooting iphone but still no success - and I still cannot connect via laptop. I reset the laptop initial setup and now cannot get anything to connect..

Any other ideas?

[buzz]

freelers,

I'm not sure what you mean by, "reset the laptop initial setup."

[freelers]

Sorry, where I had initially installed the sonos desktop controller on the laptop - there was an option to factory reset. I tried this to see if it would resolve the issue. Now however when I try to reinstall it cant find the sonos, despite the fact that the sonos can be seen on the 'network' panel of the laptop.

Thanks

[buzz]

freelers,

There is no "Factory Rest" option on the Desktop Controller". The "Reset Desktop Controller" option on the Desktop Controller's "Help" menu is not a full system reset. If you do discover how to perform a "Factory Reset" I strongly suggest that you refrain from doing so because this will complicate your situation. In spite of your current experience a SONOS system is very stable and "Factory Reset" should be done only on demand by SONOS staff or a senior member of these forums. "Factory Reset" destroys certain diagnostic data that could be used to speed resolution of your issue.

The order that you remove power and restore power is important.

I suggest that you shut down EVERYTHING on your network and restart in the following order:

Modem
Router
Wired SONOS units
Wireless SONOS units
NAS if you use one
Everything else

Allow each step to fully complete before moving to the next step.

[freelers]

Hi
Thanks for the help.

I tried everything and had to contact support. It appears that when powering on/off the unit a button had been pressed putting the unit into another mode.

A simple reset now has it sorted.