Unable to connect with Sonos. Fix it - After upgrading to S2

This is an extremely annoying bug. My TV eventually just falls back to internal speakers cuz connectivity and available of Sonos Arc is intermittent. This system is expensive enough...please Sonos look into this.

Hi @BrainSel and @DaShiznits, thank you for reaching out and welcome to the community.

@BrainSel, I would you to take a diagnostic when you’re connected to the Sonos Arc and disconnected from the Sonos Arc.

So that I will be able to compare the two states of your connection.

@DaShiznits, I would like to know the model of your TV and how the Sonos Arc is connected to it.

I would you to also take a diagnostic when the Arc stops working.

Here’s how to take a diagnostic: Settings > Help & Tips > Submit Diagnostic. 

If there are other concerns, feel free to reach out.

Kyle,

My TV is an LG GX65 OLED 2020 model. I connect to Sonos Arc via HDMI eArc (HDMI 2 on that model). 
 

For now, since I switched both iPhone (hosting S2 app) and the Arc to 2.4 GHz WiFi, everything seems to be working fine. I will watch it and take diagnostics off the issue pops up again. Thank you for th response; that’s what’s amazing about your company. Keep up the good work. 

Thank you, Kyle.  I sent two diagnostics today: the first one was when the system was in a failed state, the second one was when the system was connected.

It appears that the Playbar and the Sub are both disconnecting from Wi-Fi.  I can see that the MAC Addresses drop off my access points.  I’m not having any other issues with our network and I am an IT Professional.  I did not have any issues prior to the S2 upgrade.

In order to reconnect, I have to clear the app and run through the join existing system process.  I’m not sure how long it takes before they disconnect.

Thank you for your help.

Hi @DaShiznits and @BrainSel, thanks for the update.

@DaShiznits, I’m glad to hear that it’s currently working.

Please do monitor, if the issue will occur again. 

If you have other concerns, feel free to reach out.

@BrainSel, could you please provide the confirmation number of the diagnostic you took.

So, I can take a look on my end.

106306719 - Diagnostics during connection with no issue.

I’ll need to take another diagnostics when it’s in a failed state.

Thank you for your help.

Hi @BrainSel, thanks for the update.

I have checked the diagnostic, So far, no major errors; the Sonos app is on the S2 firmware, the Sonos speakers are on S2 firmware and

the Playbar is receiving the TV signal through the optical connection just fine.

Reach out to us when you have the same issue. For now, you should be fine.

Thank you, Kyle.  I love your optimism.  I’ll send you the diagnostics when the system disconnects from Wi-Fi tomorrow.

Thank you for your help. 

Here is the diagnostic in the failed state - 1730730354.

Both the Playbar and the Sub are disconnected from Wi-Fi in the failed state.  We did not have this behavior with S1.  This is new with S2.

Hi @BrainSel, thank you for the reply.

I checked the diagnostic and compared it with the previous one. It would seem to indicate that you have two routers in the network, one named Huey and one named Jack.

In the previous diagnostic your phone is connected to Jack which allows you to connect.

Now, you're connected to Huey which isn’t the Wifi your Sonos uses. The Sonos mobile app and Sonos needs to be in the same network in order to communicate with each other.

In this case, we need to use the same Wifi which is Jack. We need to check the Jack Wifi because if the Jack Wifi goes down the Sonos speakers get disconnected as well. 

I would like to know more about how your network is set up. So, we can make adjustments.