Problem adding surrounds to Beam

  • 12 November 2020
  • 69 replies
  • 10435 views
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69 replies

K

Hi @kojikabuto, welcome to the Sonos Community!

I had a quick look at your diagnostic, and it looks like the phone you’re using is connecting to a Guest network, and isn’t seeing the Sonos system.

Mind double-checking that you’re connected to the right network, and trying once more to add the surrounds back on? It may also be worth “forgetting" the guest network from your phone, as the phone switching between networks could potentially cause issues.

If you’re still having trouble, feel free to send another diagnostic over :)

I don’t have a guest network in my house.  However, I do have a 2.5 and 5ghz set-up.  does it matter which account it is logged in to?

Xander P
Userlevel 6
Badge +15

Hi @kojikabuto, welcome to the Sonos Community!

I had a quick look at your diagnostic, and it looks like the phone you’re using is connecting to a Guest network, and isn’t seeing the Sonos system.

Mind double-checking that you’re connected to the right network, and trying once more to add the surrounds back on? It may also be worth “forgetting" the guest network from your phone, as the phone switching between networks could potentially cause issues.

If you’re still having trouble, feel free to send another diagnostic over :)

K

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’m having the same problem with my sonos beam connecting to my 2 Play1s.  They used to work fine until I noticed that one side was not connecting.  In the process of troubleshooting, I hard reset all three units and still could not connect the surround.  I submitted a diagnostic and the confirmation number is 335332480.

D

Wow - does it seem crazy to anyone else that we have to be network admins to figure this out?  Not OK.

 

Corry P
Userlevel 7
Badge +18

Hi @Knapstad 

Fantastic! Glad to hear it - thanks for updating us!

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
K

Hi @Knapstad 

The router and beam are quite close. I'll try moving them. The symfonisk are about 3-4 meters away from the beam

Great - the Symfonisks are well within range, and you should see a significant improvement once you separate the Beam and router.

I moved The router and The system added an update to my speakers. And now it works 😀

Corry P
Userlevel 7
Badge +18

Hi @Knapstad 

The router and beam are quite close. I'll try moving them. The symfonisk are about 3-4 meters away from the beam

Great - the Symfonisks are well within range, and you should see a significant improvement once you separate the Beam and router.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
K

Hi @Knapstad 

From the diagnostic, it looks like your Beam is really close to your router/access point. Please separate them by at least 1m (3 feet). If they are not so close, I recommend you reduce the transmission power of the router slightly, if that’s an available option.

A reboot of the router, the Symfonisks and the Beam may also help, if it still doesn’t work after separating the devices.

Also, how far away from the Beam are the Symfonisks?

The router and beam are quite close. I'll try moving them. The symfonisk are about 3-4 meters away from the beam

K

I have The same problem. 
 

 

Diagnostic 1746304754

Have you checked that the Beam’s radio is switched on and that the two devices you are adding are not ‘paired’ - if they are paired, you need to remove the pairing before trying to add them as surrounds.

The radio/wifi is enabled. 
I've reset the symfonisk three times still no go

What router are you using and what mobile controller device? (version of operating system on the mobile?)

I'm using a netgear  nighthawk and my os is iOS 14.7

Corry P
Userlevel 7
Badge +18

Hi @Knapstad 

From the diagnostic, it looks like your Beam is really close to your router/access point. Please separate them by at least 1m (3 feet). If they are not so close, I recommend you reduce the transmission power of the router slightly, if that’s an available option.

A reboot of the router, the Symfonisks and the Beam may also help, if it still doesn’t work after separating the devices.

Also, how far away from the Beam are the Symfonisks?

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
Ken_Griffiths

I have The same problem. 
 

 

Diagnostic 1746304754

Have you checked that the Beam’s radio is switched on and that the two devices you are adding are not ‘paired’ - if they are paired, you need to remove the pairing before trying to add them as surrounds.

The radio/wifi is enabled. 
I've reset the symfonisk three times still no go

What router are you using and what mobile controller device? (version of operating system on the mobile?)

K

I have The same problem. 
 

 

Diagnostic 1746304754

Have you checked that the Beam’s radio is switched on and that the two devices you are adding are not ‘paired’ - if they are paired, you need to remove the pairing before trying to add them as surrounds.

The radio/wifi is enabled. 
I've reset the symfonisk three times still no go

Ken_Griffiths

I have The same problem. 
 

 

Diagnostic 1746304754

Have you checked that the Beam’s radio is switched on and that the two devices you are adding are not ‘paired’ - if they are paired, you need to remove the pairing before trying to add them as surrounds.

K

I have The same problem. 
 

 

Diagnostic 1746304754

D

Restart your network. 
 

I had this same issue with both beam + Symfonisk  speakers and Arc + Ones. Restarted network and boom, all is back to normal. 

Airgetlam

Most likely a change in the firmware of the router. I would suspect the newer version  isn’t ‘happy’ with the concept of proxied IP addresses while on strictly wireless, but that’s a guess, of course. It’s the only logical explanation for why it would work while wired and not wireless, to my knowledge. But the surrounds are connecting to the Arc first, not your wireless signal, so the Arc has to get proxied IP addresses from the router that it then hands off to them. 

Bruce
M

I had the same problem. I have one Arc + sub and have had two Play 1 as surround speakers for a long time. But those two just stoped working. I removed them and installed them again and as soon as I try to add them as surround it’s not working. Same error as mention in this thread. I also use mesh network but have been doing that all the time. Anyway, I got it to work again by connection my Arc with ethernet cable instead of wifi. Then added those two Play 1 again and it’s working.

So, what has changed? Software update? Why do I have to use the Arc with cable to add those two Play 1 as surround speakers? I haven’t change anything else.

Airgetlam

It shouldn’t. When they change from ‘normal’ speakers to ‘surround’ speakers, they also switch from your WiFi normal  signal to a 5Ghz signal generated by your Beam. Which is why I asked you to check that the radio on the Beam has not been turned off. 

Bruce
Ken_Griffiths

Ok, I tried to do what you suggested, but the same thing is still happening. My router is a Netgear Nighthawk MR60 mesh with one MS60 satellite.

If your router has ‘QOS’ enabled, then see if switching that off resolves the matter.

QOS hasn't been enabled. I thought maybe one of the speakers may be trying to connect to my satellite instead of my main router, thus causing the weird desync, but I'm not 100% sure it is.

In a bonded Sonos HT setup the wireless ‘surrounds’ connect directly to the main Sonos HT device (the Beam in this case) using an ad hoc 5Ghz connection - they are each controlled by the Beam and are effectively slaves to that device. It’s the link between the devices that is the issue, hence Bruce’s question asking if you may have switched off their radios, but sometimes external things, like QoS, or network multicasting, can get in the way of things.

I would next try wiring your Beam, or another Sonos device direct to your main router, but do not use the surrounds as a wired device, if that is practicable to do with your system?

I

Ok, I tried to do what you suggested, but the same thing is still happening. My router is a Netgear Nighthawk MR60 mesh with one MS60 satellite.

If your router has ‘QOS’ enabled, then see if switching that off resolves the matter.

QOS hasn't been enabled. I thought maybe one of the speakers may be trying to connect to my satellite instead of my main router, thus causing the weird desync, but I'm not 100% sure it is.

Ken_Griffiths

Ok, I tried to do what you suggested, but the same thing is still happening. My router is a Netgear Nighthawk MR60 mesh with one MS60 satellite.

If your router has ‘QOS’ enabled, then see if switching that off resolves the matter.

I

While you wait for a Sonos rep to look at your diagnostic, I’d try two things. 

First, check your Beam to be sure that the radio/WiFi hasn’t been turned off in the room’s settings. It should be ON. 

Second, unplug all Sonos devices from power, and while they’re unplugged, reboot your router. Once the comes back up, after a minute or so, plug the Sonos back in, wait a couple of minutes, then try to re-add the surrounds.

If neither of those potentials solve the issue, it might be helpful to know the make and model of your router, too. 

Ok, I tried to do what you suggested, but the same thing is still happening. My router is a Netgear Nighthawk MR60 mesh with one MS60 satellite.

Airgetlam

While you wait for a Sonos rep to look at your diagnostic, I’d try two things. 

First, check your Beam to be sure that the radio/WiFi hasn’t been turned off in the room’s settings. It should be ON. 

Second, unplug all Sonos devices from power, and while they’re unplugged, reboot your router. Once the comes back up, after a minute or so, plug the Sonos back in, wait a couple of minutes, then try to re-add the surrounds.

If neither of those potentials solve the issue, it might be helpful to know the make and model of your router, too. 

Bruce
Ken_Griffiths

@iancooper7, have you perhaps tried power-cycling the Beam and fully closing/reopening the Sonos App to see if that fixes the issue?

I

I'm having this problem as well. I have a Beam and 2 Symfonisk bookshelfs from Ikea. For some reason, in the past couple of days one of my speakers stop connecting. I went through the steps to disconnect the speakers as surrounds. I factory reset both, reconnected both and tried to set them back up as surrounds. Just like the OP, "I go thru the setup and it fails saying “There is a problem adding your surrounds. Check the network connection and make sure your products are powered on. Try again.” They are powered on and network is working fine (could play music up until starting the setup).

Pressing “Try again” instantly gets the same error. If I exit the setup, the Living Room (where the Beam is) now says “Living Room (+?+?)” and I have “Remove Surrounds” in the rooms menu."

My diagnostic number is 1549769071

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