Hi,
I’m writing this for my father who have problems with his Sonos system. The problem have been present for a while, and we've tried several things. We have also contacted Sonos support and tried what they suggested - but the problem is still there.
The system right now
Bedroom
A stereo pair of Play:1. Wirelessly connected.
Living Room
Sonos Beam (connected with ethernet to the router)
Sonos Sub (wirelessly connected)
Surround speakers - two Play:1 (also wireless).
The issue
The problem is usually that speakers disappear from the app. As of right now, the speakers that disappear are the stereo pair in the bedroom. A restart of the speakers in the bedroom (unplugging them) makes them appear in the app again. The bedroom speakers did never disappear when he used a wireless setup.
Other versions of the problem
Wireless setup
When the system was using a Wireless setup (with the routers WiFi) the surround speakers usually was the ones that disappeared from the app. The bedroom speakers, the Beam or the Sub did not disappear with this setup.
Wired setup
For a time, the Sub was connected with ethernet to the router. The surround speakers were the ones that disappeared from the app several times. The bedroom speakers and the Beam did not disappear with this setup.
The app
A few times it is not possible to add songs to the queue through the Sonos app.
What we've tried
- Two routers. First a Asus RT-N66U and now a RT-AX58U.
- Resetting the routers and setting them up again.
- Restarting the routers.
- Using a wireless setup with both routers (both on 2,4GHz with 20MHz).
- Using a wired setup/SonosNet with the Sub connected to ethernet.
- Using a wired setup/SonosNet with the Beam connected to ethernet.
- Updating both the routers and the Sonos system.
My guess
By listening and trying some things myself, my guess it that there is something with the Beam that makes it drop speakers. This is since the surround speakers were the ones that disappeared earlier and now when the Beam is connected with ethernet, other speakers disappear. This is an uneducated guess though.
The problem shouldn't be the router either, since it’s now a SonosNet-system (or what to call it) and we have tried with two different models. And when the wireless setup was used, it was only the surround speakers that disappeared, and if I understand it correctly they are connected to the Beam in a surround setup and not to the router directly.
Diagnostics
With everything working as it should: 1663024936
With the bedroom speakers disappeared: 2016814365
What now?
It feels like we have tried most things, what can do more to make it work flawlessly? Should we make a warranty claim for the Beam or any other speaker?