Problem adding surrounds to Beam

  • 12 November 2020
  • 69 replies
  • 10419 views
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69 replies

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

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
K

I have The same problem. 
 

 

Diagnostic 1746304754

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

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.

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

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

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

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 😀

K

Hi Xander.  I was able to set it up by wiring the sonos play1 to an ethernet cable.  Then after I disconnected the cable, it lost connection again BUT the app recognized the broken connection and triggered me to set-up the wireless connection.  It’s all fixed now.  Thank you! 

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 @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 :)

Hi Xander,
 

I did what you suggested. I did the “forget network” on my wifi then reset both my Sonos. I noticed that everytime I try to set it up, the wifi disconnects and shifts to LTE. I tried to turn off my LTE but setting up the play 1 still disconnects from wifi.
 

Any other suggestions?
 

Dan

C

For those of you still having this issue, I found something that worked for me. When I added each of the speaker parts (an 'arc' and 2 'one SLs'), I assigned them to be located in the "Living Room". Each of them were assigned the same room location, but were numbered weirdly. The arc was in "Living Room 1", the two SLs were in "Living Room 2" and "3" respectively. I changed the rooms they were all assigned to just the "Den" (all matching names). Once I did this, all of a sudden it worked! I suspect when initially installing the speakers, the app must have assumed the parts were all in three different living rooms. Hope this works for someone.

V

Omg. Bought the Beam (Gen 1) Sonos One (Gen 2) on Black Friday and had an older Sonos One (Gen 1) for a few years. I could not forever add the surround to the Beam on the S2 app after upgrading the Sonos One (Gen 1) to use the S2 app.
 

I kept getting this error “There was a problem adding your surrounds.”

 

ALL FIXED BY CONNECTING THE BEAM TO AN ETHERNET CABLE. THANK YOU!

 

Fully satisfied with the quality of the 5.1 setup. Just waiting a good deal on the Gen 3 sub. Hope it’s compatible ;)

 

M

Hi! Im having the same issue with my 2x Play:1’s and beam. 

My diagnostics number: 807155853.

A

Hi, I have exactly the same problem with the same setup (Beam and two Symfonisk). It worked perfectly when I bought these 2 years ago, but now nothing helps to make it work. I have tried to change wifi and other network setting, even hardware, but nothing helps. 
I think Sonos technicians need to take a look and provide a firmware update that solves this.

Airgetlam

They’ve got no idea what’s “wrong” with your system, so it’s hard for them to provide a solution to you. Your best bet is to submit a system diagnostic within 10 minutes of reproducing this problem, and call Sonos Support to discuss it.

There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.

When you speak directly to the phone folks, they have tools at their disposal that will allow them to give you advice specific to your Sonos system and network.

Bruce
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.

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?

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