Rear surrounds cut out (Arc, sub, rear)

​Hi @iPuzzled1,

Thank you for reaching out to the Sonos community and for letting us know about your concern. Speakers cutting in and out could be a connectivity issue between your Sonos home theater speakers. To check why you're having this issue with your rear speakers, I'll be requesting a diagnostic report submitted from your Sonos system. Please don't forget to include the confirmation number in your response to look into your system and find out the cause. 

Let us know if you need help with any other information, we're here to assist you.

Hey Rowena…

Diagnostic confirmation number: 404186184

Thanks!

Hi @iPuzzled1,

Thanks for your reply and for updating us. The diagnostic shows that your rear speakers are not getting the 5G signal from your Sonos Arc for the WiFi are disabled both on your Sonos Arc and Sub. This is the reason why the audio is cutting out or stop. 

Let me guide you on the following steps to see if this would work for you.

1. Enable WiFi on both of your wired speakers
   • In the Sonos app, tap the Settings > System > Tap the name of the room (wired speaker) > Under Products tap the model of speaker > Select Enable WiFi
   • Test audio playback
2. Refresh your home theater setup by unplugging your Beam. 2 Sonos One SL and Sub from the power
   • Test audio playback if you will encounter audio skipping on each speaker

Let us know how you get on with the advice above and run another diagnostic report from your Sonos system. Please include the confirmation number in your response for us to check. If you have any questions, feel free to let us know. We'll wait for your reply.

Hey @Rowena B.

Problem seems to be solved. Ran another diagnostic - confirmation number is: 1313432639.

By enabling WiFi on my Arc and Sub, does that mean they are no longer using the Ethernet connection at all? Or does enabling WiFi just mean that the rear surround speakers are able to connect with the Arc/Sub while the Arc and Sub are still pulling from the wired Ethernet connection? In other words, is there any reason why I should keep the Arc and Sub plugged in to Ethernet?

Thank you!

Hi @iPuzzled1, 

Thank you for updating us and for submitting the diagnostic. It's good to know that your rear speakers cutting out issues have been resolve after enabling WiFi on the Sonos app. The diagnostic also shows that the error has been cleared up. Allow me to provide you some information about enabling and disabling WiFi on Sonos products.

You can choose to turn off your Sonos Arc, 2 Sonos One SL, and a Sub WiFi if they are all wired connection to your network with an Ethernet cable. Disabling your WiFi is a setting intended for Sonos players that are placed in a permanent location and stay wired to the network. In a wired setup with at least one of your Sonos products will stay wired to the router with an Ethernet cable to create a dedicated wireless network, your Sonos products will be able to pass the wireless signal to other Sonos products, which means it’s possible for Sonos to operate in a room that is beyond the reach of your WiFi.

Please let me know if you have any further questions or concerns, we’ll be glad to assist you.