Contributor I

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New Asus RT-AX82U/AX5400 Router Sonos System Not Showing Any Recommendations?

Forum|Forum|5 years ago
December 5, 2020
73 replies
7350 views

Background:

Family Room: AMP w/Sonos ONE (pair as surrounds)

Backyard: Connect(gen2)

Asus RT-AX82U/AX5400 Router

After installing new router and updating the wifi settings, the Sonos App (S2) does one of the following: 1) stays grey and doesn’t show up 2) only shows the Connect 3) Works perfectly for 3-5 seconds and then the system dissapears.

I've gone in and adjusted the router settings as recommended in various help sections, turned off the auto-priority/QoS settings in the router, updated the channel to Ch6 within the 2.4 channel, did the whole direct plug ethernet cord into the amp, and ONE speaker to update the wifi information directly as recommended. Also rebooted all sonos products.

The only thing working right now is the family room because it feeds audio in from the TV.

Any recommendations or links would be helpful...spent the last few days becoming a fake fix-it dude.

Thanks!

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Best answer by Toad74

Thanks @controlav for pointing me in the right direction!!!

Rolling back the Asus firmware for my RT-AX82U router from

Version 3.0.0.4.384.10177

2020/11/26

to

Version 3.0.0.4.384.9948

2020/11/03

has allowed all three of my SONOS speakers function as expected.

@controlav

Show previous replies

Corry P

Sonos Staff

Hi @belgiumcookieman

BTW Sonos team, https://support.sonos.com/s/article/41?language=en_US needs an update to reflect this clear incompatibility.

Thanks for pointing that out - I’ll ask for the page to be updated.

To clarify, are you updating the doc because Sonos will not be able to work with Asus to fix the problem or is it a temporary placeholder? I would really appreciate it if Sonos were seeking a solution with ASUS and I would be also pleased to know that ASUS are making progress. Is there interest and resources to fix this issue?

Lower down on that same page is a page specific to Asus RT series routers - I don’t know if you saw it. It still needs updating to include the factory reset. https://support.sonos.com/s/article/3668

Although that page doesn’t refer to the factory reset needed after a firmware update, I have seen internal documentation referring to it. I assume we’ve already been in touch with Asus regarding the issue, but I don’t have anything further to share. As there’s a reasonably simple workaround, it isn’t a priority for us (and there’s nothing we could do about it if it was). The only thing likely to hurry Asus (much like any other company) up on the matter would be increased contact volume from their customers.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

B

belgiumcookieman

Lyricist II

Hi @belgiumcookieman

BTW Sonos team, https://support.sonos.com/s/article/41?language=en_US needs an update to reflect this clear incompatibility.

Thanks for pointing that out - I’ll ask for the page to be updated.

To clarify, are you updating the doc because Sonos will not be able to work with Asus to fix the problem or is it a temporary placeholder? I would really appreciate it if Sonos were seeking a solution with ASUS and I would be also pleased to know that ASUS are making progress. Is there interest and resources to fix this issue?

Lower down on that same page is a page specific to Asus RT series routers - I don’t know if you saw it. It still needs updating to include the factory reset. https://support.sonos.com/s/article/3668

Although that page doesn’t refer to the factory reset needed after a firmware update, I have seen internal documentation referring to it. I assume we’ve already been in touch with Asus regarding the issue, but I don’t have anything further to share. As there’s a reasonably simple workaround, it isn’t a priority for us (and there’s nothing we could do about it if it was). The only thing likely to hurry Asus (much like any other company) up on the matter would be increased contact volume from their customers.

Not sure what the workaround it. If you are referring to ‘Disable Airtime Fairness for both 2.4 and 5GHz bands’? As mentioned above and on other posts, this workaround is not working. Right now the only workaround which others report as successful is to rollback the ASUS firmware to Version 3.0.0.4.384.9948. That is not a simple of good workaround as not keeping a router firmware up to date increases security risks.

Corry P

Sonos Staff

Hi @belgiumcookieman

Not sure what the workaround it. If you are referring to ‘Disable Airtime Fairness for both 2.4 and 5GHz bands’? As mentioned above and on other posts, this workaround is not working. Right now the only workaround which others report as successful is to rollback the ASUS firmware to Version 3.0.0.4.384.9948. That is not a simple of good workaround as not keeping a router firmware up to date increases security risks.

We tend to keep known issues very specific, so the Airtime Fairness issue is considered separate from the issue where Asus RT series routers need reset after updating their firmware, and they have different workarounds. They do both belong on that page you referenced, however.

I wasn’t aware (other than in this thread) of any need to downgrade the router’s firmware - only to reset the router after an update. This is similar to when you clear CMOS/BIOS settings on a PC motherboard after updating it’s firmware to avoid any conflicting settings across versions.

According to the details we’ve gathered, “customers were able to resolve [the issue] by Factory Resetting the respective router after updating the firmware [to] 3.0.0.4.386_41700”.

I hope this helps.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

H

Habylab

Lyricist II

Hi @belgiumcookieman

Not sure what the workaround it. If you are referring to ‘Disable Airtime Fairness for both 2.4 and 5GHz bands’? As mentioned above and on other posts, this workaround is not working. Right now the only workaround which others report as successful is to rollback the ASUS firmware to Version 3.0.0.4.384.9948. That is not a simple of good workaround as not keeping a router firmware up to date increases security risks.

We tend to keep known issues very specific, so the Airtime Fairness issue is considered separate from the issue where Asus RT series routers need reset after updating their firmware, and they have different workarounds. They do both belong on that page you referenced, however.

I wasn’t aware (other than in this thread) of any need to downgrade the router’s firmware - only to reset the router after an update. This is similar to when you clear CMOS/BIOS settings on a PC motherboard after updating it’s firmware to avoid any conflicting settings across versions.

According to the details we’ve gathered, “customers were able to resolve [the issue] by Factory Resetting the respective router after updating the firmware [to] 3.0.0.4.386_41700”.

I hope this helps.

That page isn’t correct though, not fully anyway. Because it says there is an issue with RT series ASUS routers that is fixed by switching off Airtime Fairness, which this thread is evidence of not being correct. Maybe changing the wording to it being a “potential” fix would be accurate, I’m sure it fixes some issues on some RT routers. Outside of that, the only fix in here that works for everyone so far is downgrading to older firmware. I received my router with the newest update on and it still didn’t work. Hopefully this can be fixed somehow.

No update yet on my RT-AX82U, last one was Feb and still has the issue! Downgrading to November update fixes the issue.

I have contacted ASUS support as of today, will see what they say.

Corry P

Sonos Staff

Hi @Habylab

Thanks for sharing your experience - that’s very interesting.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

J

JonW77

Lyricist I

Just wanted to say that I updated via the router interface ‘button’ to BIOS Version 3.0.0.4.386.43129 (2021/05/14), then performed a factory reset, re-entered the same SSID and password details and so far (an hour in) everything is running smoothly. For those that were holding back on the November release this might be a chance to patch up and see if it works for you too.

H

Habylab

Lyricist II

I think the latest Sonos update fixed the issue. I upgraded my firmware on my router and didn't realise it went to a Feb update, not the latest, and Sonos still worked for a day. Now on latest RR-AX82U update and all okay.

M

Mudbutt

Lyricist II

Firmware updated on my Asus AX5400 to the May update (few days ago) and I was still having same issues. Even after a factory reset.

I managed to get the Sonos to update to the latest version and everything is working ok now!

M

Mudbutt

Lyricist II

It was nice while it lasted. Back to the 701 errors :dizzy_face: