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Annazel S
Annazel SAnswer
Retired Sonos Staff
November 27, 2020

Hi @Caluwe.

Thanks for your reply and sorry for the delayed response time.

Upon checking on the diagnostic report, it shows that the WiFi/wireless interface in the Sonos Arc is disabled. In general, disabling your WiFi can be a useful option for Sonos components that don't need to use their wireless connections, like a set of Connects or Connect: Amps that are installed in a rack mount. 

 

Kindly try to enable the WiFi on Sonos Arc:

  • In the Sonos app, tap the Settings tab and select System.
  • Tap the name of the room, then tap the model of the speaker under Products.
  • From here, you can choose Disable WiFi or Enable WiFi.
  • The app will show which is currently selected with a checkmark.

 

If the above advice was followed and the issue persists, please submit a new diagnostic report so I can check the system further and see if there’s anything else causing this issue.

 

Let us know how it goes and if you have any questions feel free to reach out, we’re always here to help.

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5 replies

Annazel S
Annazel S
Retired Sonos Staff
November 17, 2020

Hi @Caluwe.

Thanks for reaching out and welcome to the community!

I appreciate your detailed post outlining the issue as well as the step(s) that you did, let me help and try to figure this out.

You may also see this article that will show you how to adjust the audio settings for your Sonos home theater’s surround speakers.

 

If it doesn’t help, please reproduce the issue then, submit a diagnostic report through the Sonos app, and reply with the confirmation number. I'd start by reviewing your system as well as the status of the devices, it will help in identifying what's possibly causing the issue.

 

I’m looking forward to assisting you further from here.

If you have any other questions or run into any issues,  please do not hesitate to reach out,  we are always here to help.

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    CaluweAuthor
    Contributor I
    November 20, 2020

    Hi Annazel,

    adjusting the audio settings still not working.

    I also have a 2nd installation with beam and 2 play1's on the same network and it works there.

    With my arc & 2 play3’s it dont work

     

    This is my diagnostic number 429509669

    Grts

    Annazel S
    Annazel SAnswer
    Retired Sonos Staff
    November 27, 2020

    Hi @Caluwe.

    Thanks for your reply and sorry for the delayed response time.

    Upon checking on the diagnostic report, it shows that the WiFi/wireless interface in the Sonos Arc is disabled. In general, disabling your WiFi can be a useful option for Sonos components that don't need to use their wireless connections, like a set of Connects or Connect: Amps that are installed in a rack mount. 

     

    Kindly try to enable the WiFi on Sonos Arc:

    • In the Sonos app, tap the Settings tab and select System.
    • Tap the name of the room, then tap the model of the speaker under Products.
    • From here, you can choose Disable WiFi or Enable WiFi.
    • The app will show which is currently selected with a checkmark.

     

    If the above advice was followed and the issue persists, please submit a new diagnostic report so I can check the system further and see if there’s anything else causing this issue.

     

    Let us know how it goes and if you have any questions feel free to reach out, we’re always here to help.

    Help others find useful content by clicking the like button and selecting the best answer to your question
    CaluweAuthor
    Contributor I
    November 28, 2020

     

    Hello Annazel, This was the solution for me! I had wifi disabled for arc speaker because it is wired connected. thanks for the support!

    Annazel S
    Annazel S
    Retired Sonos Staff
    November 28, 2020

    Hi @Caluwe.

    Thanks for your response.

    I’m glad to know that the issue was now resolved and I appreciate your patience working through this.

    You are always welcome here in the community.

    If you have any other questions or run into any issues,  please do not hesitate to reach out, we’re always here to help.

    Cheers!

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