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Diesel Dog
Contributor I
September 3, 2022
Answered

sonos arc not on app, TV sound still ok through HDMI arc cable

Sonos Arc not appearing on app after working perfectly well since set up many months ago. I have powered off device, rebooted wifi and device. Sound working on TV through HDMI arc cable. 

 

All other Sonos devices are working fine 

 

Grateful for advice to get system back working again 

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Airgetlam
AirgetlamAnswer
September 3, 2022

Try wiring the Arc to your router temporarily with an Ethernet cable, then submit a diagnostic and call Sonos support. 
 

Was the Arc powered off while you rebooted the router?
 

Are your surround speakers working? 

Bruce
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4 replies

Airgetlam
AirgetlamAnswer
September 3, 2022

Try wiring the Arc to your router temporarily with an Ethernet cable, then submit a diagnostic and call Sonos support. 
 

Was the Arc powered off while you rebooted the router?
 

Are your surround speakers working? 

Bruce
Diesel DogAuthor
Contributor I
September 3, 2022

Hi, thanks for the comments, the speakers for that were used for surrounded sound working but not with the arc, so disconnected from the Arc.  Arc was on when rebooted router following the instructions for finding the missing product 

 

Will not be able to connect arc to router via ethernet cable as they are in different rooms and arc cables in the wall so unable to move it closer to the router

Airgetlam
Airgetlam
September 3, 2022

Then try a reboot of the Router while the Arc is unplugged. 

Trying to determine if there’s been a failure in the WiFi card in the Arc, but the fact that you don’t have surround speakers connected, or are able to wire the device temporarily isn’t helping, and Sonos won’t be able to tell anything unless the device is showing up in the controller. 

If the above reboot sequence doesn’t ‘fix’ it, we’re at an impasse until you’re able to expend more effort. 

Bruce
Keithmac
Virtuoso
September 4, 2022

Does sound like internal WiFi failure on the Arc if it will not connect to surrounds either.

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