Arc just started dropping out

Retired Sonos Staff

Hi @AdrianS, thank you for the update.

I see if that’s the case, calling our Phone Support will be the best option.

They’ll be able to assist you with your Arc.

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

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Contributor I

has anyone found a solution to this issue? I'm now on my 3rd (THIRD) ARC replacement product after going through phone support and it still keeps having the same issue. after about 3-5 hours, it drops. I have submitted several diagnostics but no solution yet - they just keep sending replacement ARCs.

S

Sercal7

Lyricist I

Oh my God so I’m not the only one here, this is so annoying, and I see there’s no point on get a replacement one, It started dropping and being unreachable ( unplug of ac needed) every 2 days or so… but it has increased drop rate and now it drops every 20 minutes. I have an LG Oled C7 tv it’s arc not eArc, but I don’t think its a TV issue because when it drops the bar is also unaccessible from the mobile app. Really disappointing from such a costing device

Retired Sonos Staff

Hi @natasha69 and @Sercal7, thank you for reaching out and welcome to the community.

I would like to take a look at the Sonos system with a diagnostic. Setting > Help & Tips > Submit Diagnostic.

I’m going to verify if the error I’ve been seeing also happening to the Arc you both have.

Also, check if an optical connection is more stable.

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

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S

Sercal7

Lyricist I

@Kyle A I’m a software developer and a computer engineer, I’m sure you’ll give me a generic issue info if I send the log and quite sure also that I’ll find the optical connection stable (but the Atmos was the main reason I bought this bar) . It looks like sonos is just embarassed because It’s a very severe issue for such a costing bar and they still don’t know if there is a way to solve it, I’m not worried because luckily I ordered it via Amazon so I could get a full refund, but I’m still really sad, because I love how the bar sound and I’ve been waiting for this bar for years.

Retired Sonos Staff

Hi @Sercal7, thank you for the feedback.

I understand the sentiment, I’ll be sure to pass the feedback along.

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

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Contributor I

@Kyle - I’m a computer engineer / software developer as well so I’m in the same boat as Sercal7. I also do home theater installs so I’m curious for some of my customers as well whether this will work or not.

I ran an ethernet cable directly from the ARC to the router so we can remove WiFi from the source of the issue list. I also have a new MOVE, as well as several Sonos One’s (and a sub). The ARC is pairing up with a pair of the Sonos One’s and the Sub to create the home theater.

Also - when it drops out, I can press the buttons on top of the Sonos to get the white light to flash as a status. However the Infinity button is completely unresponsive. It has been unresponsive on all 3 of the ARC’s.

The diagnostics number is 1758229590.

Thanks in advance.

Retired Sonos Staff

Hi @natasha69, thank you for reaching out.

I checked the diagnostic, the Sonos devices are connected to an Asus router network.

I would like to know the model of your router because we have a known issue with Asus RT-series routers.

It mainly because of Airtime Fairness from RT series routers.

The infinity button not responding on the Arc however is concerning; because that is one of our troubleshooting tools to assess the device.

Plus we have a LED diagnostic test that requires the button held down until a red light appears. The sequence of LED lights has some useful information without needing the device connected to the network.

Usually, when simply pressed; the LED light should be flashing amber indicating that it’s properly responding.

I would recommend calling our Phone support for this; as this might be a hardware issue.

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

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Contributor I

In the past calls with customer service I turned off Airtime fairness completely. It is still off.

I have reached out - thank you!