I’m posting this in hopes of saving someone else from the hours of frustration I’ve endured to resolve this issue.
From the time I set-up my Arc + Sub + Surrounds system in July with an Asus RT-AC88U router (connected to Fios Gigabit internet) it has worked without issue. I’ve used Asus Smart Connect with all settings at default. No problems with the S2 app and no problems when I upgraded to an iPhone 12, other than the loss of Trueplay support, which continues to be a problem. (HELLO Sonos! Anyone home?)
Then I recently upgraded to the RT-AX86U using same Smart Connect default settings and, initially, all seemed fine. But soon the dropped connections started. I’d reboot and the Sonos system would connect for 10-30 minutes, then lose wifi connection again. Meanwhile, all other wifi devices in my home worked just fine--the Sonos was the only problem child.
I did all the troubleshooting I could, then called into Sonos support and spent almost 2 hours with a tech rep trying every potential solution possible, but nothing worked. (However: KUDOS to such extraordinary tech support!) He then escalated the issue to an appointment with the Senior Support Team.
Meanwhile, I went into the router settings once again, looking for anything that might be an issue--even though I had gone through them all with the tech rep, and these were all the same settings that had worked on the AC88U. On a whim, and not expecting it to help, I turned off the QoS feature, which I have set to prioritize bandwidth for media streaming over other tasks. BINGO. That was it. Sonos system has stayed connected ever since. I can’t explain why that would be a problem--I’ve always had the QoS set that way, and with gigabit service, an AX router, a modest load of wifi clients in my apartment and no gaming, there should be bandwidth aplenty. But that was the issue and it’s finally solved.
It does seem that a factory reset is required on some Asus routers after a firmware update is installed.
Thanks, everyone, for sharing!
Besides, disabing the Guest Networks and turning off 802.11ax/ Wi-Fi 6 modes for both 2.4Ghz and 5Ghz, I also have the following:
Airtime Fairness disabled
Universal Beamforming enabled - some people have said to disable this, but I’m not sure. Disabling didn’t seem to do anything.
Control Channel set to Auto
With these settings, my Sonos devices stay connected. Do any of you have the Guest networks enabled? I will try this weekend to enable the Guest Networks and Wi-Fi 6 and set the channel to 6 and see if it works.
Hi everyone. Thank you for your patience in this. It will be helpful to submit a diagnostic report on the Sonos app after a few minutes when the issue happens and reach out to Sonos Support, as we can take a closer look and discuss it with all of you individually in real-time.
I suggest contacting our phone team, for they have more resources available for advanced troubleshooting, and the tools our agents can use would be very useful in this case, there can be an advantage if they need to remote into the controller to see what's going on.
If you have any other questions or concerns, feel free to reach out.
I can confirm that I have had almost constant connection to Sonos for over 2 months now with the following enabled:
So I would cross these off the list of settings that might be causing problems.
I never thought this would solve it for me, but it did, once I disabled QOS, straight away both disconnection issues stopped (i finally managed to register my Sonos Beam) and google assistant worked again! Hopefully It’ll stay this way.
I have upgraded my router to RT-AX86U too and was having a lot of problems.
My setup: Asus RT-AX86U as main router, 2 x AIMesh nodes using RT-AX92U.
After trying everything listed here - QoS turned off, and Airtime Fairness is Disabled, it seems to bring back the streaming playback capability. However, when I performed TruePlay tuning, it kept having errors stating Speaker problem”.
Anyone of you having same problem?
Seems like Asus RT-AX86U with AIMesh doesn’t really work well with Sonos.
Hey @Evielwine, the only way I managed to get things working again is back to the old firmware ( Version 220.127.116.11.384.9318 ). No issues every since. Unfortunately the changes I made above only lasted a few days before things disappear again.
Here is the link to the Bios.
@altyz, I purchased this router mainly because of the AIMesh function, I really don’t feel like downgrading firmware where all other things are working well except Sonos… I guess as interim every time when I want to use Sonos, I just have to reboot first… :(
Why is anyone in this thread still trying to use these Asus routers? Get a router from an actual network company, eg AmpliFi, and quit wasting your time with these terrible Asus devices.
I had been trying to solve this issue for a few weeks, applied most of the suggested setting changes suggested with mixed success. The factory reset was the solution
I have had 2 weeks of no drop outs on Sonos 1,3 and 5.
The QoS was disabled by the factory reset, leave it that way
My other settings of note on the 2.4 GHZ Wireless:
wiFi 6 mode enabled
Channel 1 (sonos ch 6)
I have the AX86U, using the latest firmware 18.104.22.168.386.42095. For me to get things to work with my Sonos speakers, I have to turn off the guest network and the 802.11ax / Wi-Fi 6 mode for both 2.4 and 5 ghz. I’ve been working with Asus since the 22.214.171.124.386.41535 version broke Sonos to try and get this fixed. They can’t seem to figure it out.
darkelf, I’m not sure that what works for the Arc will necessarily work for the Beam, but Merlin is easy to install. Here’s what I do on a Mac, which may/may not be the same if you have a PC. First, download the latest release firmware here, which is version 386.2.0 : https://sourceforge.net/projects/asuswrt-merlin/files/RT-AX86U/Release/ You’ll end up with a folder that contains four files.
Next, login to your Asus router. At the top center of the Network Map screen you see first upon login, click on the firmware version number you currently have. That takes you to the firmware upgrade page. About mid-page, you’ll see Manual firmware update, and click on “Upload” next to it. That will allow you to navigate to the folder you downloaded. Click on it to open to the four files. Then click on the file that begins with the router model in the file name, then click on Choose for Upload. That’s it. Then wait until the upload is finished and you’re good to go.