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ngkay
Contributor I
November 12, 2020

Problem adding surrounds to Beam

Trying at add a pair of Symfonisk bookshelf speakers as surrounds to my Beam. I set them up and confirmed they were working individually. Then I tried adding them as surrounds.

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. I tried playing something in 5.1 but no sound is coming from them. The 2 Symfonisks are also now gone from my system and I need to factory reset them to get them to appear in the app again.

How do I setup the surrounds properly without error?

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    69 replies

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    DonStriker
    Lyricist I
    August 19, 2021

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

     

      kojikabuto
      Lyricist II
      August 31, 2021

      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.

      Xander P
      Xander P
      Retired Sonos Staff
      August 31, 2021

      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 :)

        kojikabuto
        Lyricist II
        August 31, 2021

        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?

        Stanley_4
        Stanley_4
        Grand Maestro
        August 31, 2021

        Which network can matter, if your router doesn’t fully merge the 2 and 5 GHz networks you will have issues.

        Rather than fuss with the router just hook up to the 2.4 until things are sorted.

        Mattxjones
        Lyricist I
        September 2, 2021

        Hi - I’m having the same issue with two Play:Ones and a Beam. 


        I restarted my last night router which temporarily solved the issue, but overnight the entire system started throwing up errors (very annoying when I use the bedroom Sonos for my 4 month old sleep sounds) and it has continued to be problematic through this afternoon.

        I don’t understand what else I need to do to try and rectify the issue - I’ve hard reset both surrounds, power cycled the beam, reset the WiFi and all combination of the above. It seems to me that the surround ‘slaves’ just aren’t connecting properly to the Beam ‘master’ and I can’t understand why that could be. I can’t even see the two surrounds on the list of MAC addresses connected to my router, which is stranger still.

        Even more frustrating, I can’t submit a diagnostic on S2 as that keeps throwing an error at me too!

        I’m using a virgin media hub 3.0, TP-Link AV600 Powerline adapters for extended WiFi and all Play:1s apart from the Beam

        Mattxjones
        Lyricist I
        September 2, 2021

        Finally got the diagnostic to submit - 711268792

        Xander P
        Xander P
        Retired Sonos Staff
        September 2, 2021

        Hi @Mattxjones, thanks for sharing that diagnostic.

        Unfortunately I’m not seeing any surrounds in the diagnostic, however I suspect that the powerline adaptors are causing issues here - would it be possible to either test with the powerline adators disconnected from power, or with a Sonos device (not one of the surrounds) connected directly to the main router via Ethernet cable?

        Let us know how you get on :)

          Mattxjones
          Lyricist I
          September 2, 2021

          Hi @Xander P

          The powerlines are in different rooms to the beam and surrounds - they’re in the same room as the main router, so I’m not sure if they are an issue. I will turn them off and attempt to reconnect.

          Unfortunately I can’t connect anything to the main router as it’s in a cupboard - hence the power lines outside of the living room.

          And of course you’re not seeing the surrounds, that’s the problem!

          kojikabuto
          Lyricist II
          September 5, 2021

          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

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