Problem adding surrounds to Beam

Hi @ngkay.

Thanks for reaching out and welcome to the community!

I appreciate your detailed post outlining the issue, let me help and try to figure this out.

To better understand what's happening, kindly reproduce the issue then submit a diagnostic through the Sonos app and reply with the confirmation number, I'd start by reviewing your system to see if there's anything that might cause this issue.

For reference, you may also check this article that provides guidelines and limitations of surround speakers in a Sonos home theater setup.
 

Please let us know if there’s anything else that we can do and we’d be glad to help.

Hi Annazel,

I’ve submitted a diagnostic report thru the app. The confirmation number is: 2093986029.

Thanks

Please let me know if you find a resolution. I just bought 2x SONOS One SL’s and am having the same exact issue as you. Tried factory-resetting and re-configuring probably 5+ times now and its always the same issue. No dice on setting them up as a “stereo pair” either; same error message and problem occurs.

Hi @ Kamber.

Thanks for reaching out and for your detailed post, let me help and try to figure this out.

Kindly 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.

Knowing how and through what Sonos is connecting is the great foundation to troubleshooting this 

successfully.

• May I have the make and model number of any wireless router and/or Access Point that exist on the network? It’s best if we can check any known issue or if there’s an additional configuration needed on the device that is essential for Sonos.

• Please indicate also how these devices are connected to one another (wired or wireless).

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.

Hi @ngkay.

Thanks for your response and effort in submitting the diagnostic.

Upon checking the diagnostic report, there are components missing from your system which is the 2 Symfonisk Shelf. If removing and re-adding the surrounds doesn’t help, then knowing how and through what Sonos is connecting is the great foundation to troubleshooting this successfully.

• May I have the make and model number of any wireless router and/or Access Point that exist on the network? It’s best if we can check any known issue or if there’s an additional configuration needed on the device that is essential for Sonos.

• Please indicate also how these devices are connected to one another (wired or wireless).

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

Hi I'm having the exact same problem, as the people above the there's always problem and when i come out of the setup menu it says they are paired up as rear surround sound but don't work. here is the diagnostics number 1409396970, i hope this can be sorted 

If the system is telling you that rear surrounds have been added then it clearly isn't  exactly the same problem but a completely different problem.

Hello. Just had the same issue yesterday with a Beam and two Play 1s. I had accidentally unplugged one of them. I was able to fix it pretty quickly. I removed the question surrounds from the Beam, did a missing product search, which worked for one, the other I did an add new product using the buttons to do so and it popped up right away then readded them back to the Beam. Hope that works for you. 

Hi

I am having the same issue, unable to connect two One SL as surrounds to a Beam

Diagnostic number is 694753993

I should add the surround sound works playing music but not when watching tv, even though the Beam is the default sound output