Home theatre connectivity issues

 Hi @Decsplace.

Welcome to the Sonos community and thanks for bringing this to our attention. I apologize for the late response and thanks @ratty and @UKMedia for helping out. I would like to share some information about the submitted diagnostic to help out.

Based on the provided diagnostic, It shows that only 2 Play 1s (main bedroom and Bedroom) and Playbar (TVroom) are showing up on the diagnostic. Your 2 Additional Play 1s (Den “stereo Paired” + Sub)  is not part of the Sonos Network at the time the diagnostic was submitted. If these Play 1s and Sub are the ones you are referring to as no audio when you add them to your Playbar as surrounds, there could be 2 things I can only assume the issue could possibly be, “wireless isolation”. If at any given point in time they all show up on the Sonos App or “multiple households” if they have never shown up on the Sonos App at any given point in time. The diagnostic submitted only shows the main bedroom Play 1, Bedroom Play 1, and Playbar. Allow me to share some recommendations based on the assumed issue/scenario to help out.

If (at any given point in time) has shown on the Sonos App altogether, I would like to ask if we can follow the steps accordingly.

1. Open the Sonos App, take note of what devices/rooms are showing up. (if bedroom, main bedroom, and tv room) are showing up they are part of the Sonos network which is showing on the submitted diagnostic.

2. Reboot by unplugging and plugging back the Sonos products into power after 10-15 seconds starting with the Play 1s (den) wait for a split white light before rebooting the Sub.

3. Once all of the devices have a solid white light, forclose and re-open the Sonos App.

4. Check if they all appeared. I* would recommend moving them to the same room as the Playbar since the Playbar is wired to the router (for the sole purpose of isolating the issue).

5. Assuming multiple households is not the issue, they should all re-appear. this means that the issue is wireless isolation. They deem a wireless network is much more dominant and stable to connect to than the Sonos Net generated by the Playbar. (possible multiple router involved).

If (at any given point in time) has never shown altogether on the Sonos app, assuming multiple households issue. I would like to ask if we can follow the steps below accordingly to get them all into one household.

1. Open the Sonos App, take note of what devices/rooms are showing up. (if bedroom, main bedroom, and tv room) are showing up they are part of the Sonos network which is showing on the submitted diagnostic.

2. Unplug the Sonos devices from power. (not showing on the Sonos App “den and Sub”

3. Perform a complete factory reset on the Sonos Play 1 including the Sub. (One device at a time)

   1. For the Play 1, press and hold the play/pause button and then plug it into power. Wait for a green light before letting go of the play/pause button.

   2. For the Sub, press and hold the join button and plug it into power.Wait for a green light before letting go of the join button.

4. On the Sonos App, Go to settings >> system >> add product and follow the prompt until the set up is complete before performing a complete factory reset on the next Sonos product.

5. Once All the Sonos devices are showing on the Sonos App, try to add them back as surrounds to the TV room Playbar. This should fix the issue permanently for multiple households scenario.

Please let me know how it goes and keep us posted. I’ll be more than happy to help if you have any other issues or concerns.

Thanks,

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Thanks @Paul A 

The update I sent  earlier was after completing all of the processes you have just listed.

The system set up currently has 6 speakers showing in the app and all configured to WM0 which suggest they are on Sonosnet.

There are no sound issues from any speaker when I don't connect them to the Playbar or Home Theatre set up. (Diagnostics 835508360)

When I reconfigure for Home Theatre, all speakers are visible on app (still showing WM0 but no sound. (Diagnostics 330962698) 

:

I should add that the Play1’s within the Home Theatre set up still allow me to control volume to Playbar despite no sound from them.

Hi @Decsplace.

Thanks for submitting diagnostics and for the detailed update and response.

Based on the provided diagnostics, it seems that the satellite speakers (Sub and 2 surrounds) are being prohibited from communicating directly with the Playbar. This has something to do with broadcast. I would like to recommend getting in touch with your ISP (Internet Service Provider) to check the router settings and see if broadcast feature is available on the router to turn it on. You may also want to consider checking airtime fairness and turn it off or disable this feature. Satellite speakers are not being allowed to communicate that is why you have no audio output when you add the speakers as surrounds to your Sonos Playbar.

I hope this helps.

Please let me know if you have any other questions or concerns. I’ll help you out with that.

Thanks,