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Issue

The Sonos Arc with Sonos One SL as surrounds disconnected after firmware update to 12.2. Unable to add Sonos One SL as surrounds to Sonos Arc after firmware update.

Support Diagnostics: 60525411

Observations

  • Sonos One SL flash white after firmware update, and Sonos Arc show question marks (?) for surrounds
  • Sonos One SL can be added to the S2 app after factory reset.
  • Sonos One SL fail to be added as surrounds after being setup in the S2 app as regular speakers.
  • Sonos One SL fail to setup as surrounds after factory reset.
  • Removing Surrounds from Sonos Arc requires Sonos SL to be factory reset to discover

Steps taken to troubleshoot

  • Rebooted Sonos System
  • Rebooted wireless access points
  • Remove surrounds from Sonos Arc
  • Add surrounds to Sonos Arc failed
  • Reset Sonos One SL to factory reset
  • Add Sonos One SL as individual speaker first, then add as surrounds failed
  • Change room for entire setup
  • Disabled Protected Management Frames on wireless
  • Disabled BSS Transition on wireless

Sonos Configuration

  • Sonos Arc 12.2
  • 2 x Sonos One SL 12.2
  • Wireless 2.4Ghz and 5Ghz a/n/ac/ax (WiFi 6)

Network Configuration

  • Netgear CM2000 connected at 2.5GbE via Mikrotik S+RJ10 SFP+
  • UniFi UXG Pro 0.4.0
  • UnFi USW Pro 24 5.43.6 uplink via SFP+ Cisco TwinAx DAC 10G
  • UniFi USW-8-60 5.43.6 2G LAG LACP to USW Pro 24
  • 3 x UniFi U6-LR5.43.6
  • UniFi Cloud Key Gen 2 2.0.18
  • UniFi Network Controller 6.1.25
  • Advanced Settings: Disabled
  • WI AI: Disabled
  • Tx Power: 2.4Ghz Low (9dBm) , 5Ghz Medium (20dBm)
  • Channels: 1/6/11 HT20, 36/149/44 VHT80
  • Protected Management Frames (PMF): Disabled
  • BSS Transition: Disabled
  • Fast Roaming: Disabled

45 Wireless Clients (AppleTV 4Ks, iPad Pros, iPhone 11 Pros, MacBook Pros (2011 - 2018), HomePods, Nest (Security, Protects, Cams, Thermostat), Pelotons, MyQs, Sonos, etc.)

Duplicate thread.

Duplicate thread.

Tried to move from advanced setup to troubleshooting.

Gotcha.

I think you’re being blinded by the complexity of your setup. the surround speakers connect to your Arc via a 5Ghz signal, not your WiFi network. The fact that they’re showing as question marks indicates two potential issues, to me. Either there’s some sort of WiFi interference blocking them from making a satisfactory connection to the Arc, or potentially they’re not receiving an IP address from your DHCP device. 

One resource to look at is the wifi interference FAQ.

What I don’t see in your list of attempted issue fixes is a reboot of the DHCP device. The real question I have that could shoot that theory down is if they work when not set up as surrounds, and only fail when in a surround configuration. 

I’ll look forward to seeing what the Sonos folks say after looking at the diagnostic. 

Correct. The Sonos One SLs are able to correctly join as regular speakers to the room over WiFi.

Support had me set up Sonos One SL as surrounds using the Sonos Arc connected via Ethernet.  The S2 app said setup failed, but it actually worked.  The Sonos One SL surrounds were able to be configured as surrounds when the Arc had WiFi disabled.  Next I tried to transition the Arc back to WiFi (only) and the surrounds disconnected. 

 

Sonos support said that Access Points powered by PoE are not supported.  The solution is to use ethernet only.  The other suggestion was to purchase a Sonos Boost to improve the network connection.

A few points on this logic…

  • Adding another wireless station to an environment to broadcast a mesh network will only add more noise or channel utilization to that environment.
  • SonosNet does not impact the performance of surrounds.
  • The signal is not poor on the Arc or One SLs as both are -47dBm.
  • The Sonos Arc and Sonos One SLs all work fine on their own as individual wireless speakers.

Case ID: 02274034

Case ID: 02274034

I installed a switch in the family room for Arc and other components as suggested by support.

I ran through the surround setup process again and it fails at the end (exactly the same as my +1 hour with support). However, the Sonos One SLs appear as surrounds in the S2 app. This is a false status. The surrounds do not pick up the rear channel, and Trueplay Tuning fails because it lost a speaker.

Received my Arc yesterday & had about the same problems described here.  
I already had 4 Ones & a Sub. They worked perfect with wifi until I wanted to set them up with the Arc to create a surround system. 

I also use Unifi Access points (firmware 5.41) & a Mikrotik router/switch. In the DHCP server log of the  Mikrotik I saw dropouts every couple of seconds for the Arc (connected to wifi). First I blamed the Mikrotik, but after some searching it seems an connectivity issue between the Unifi APs & the Arc. 

I ended up connecting the Arc to ethernet to create a Sonosnet. The Arc now got a correct DHCP lease from the Mikrotik & I could connect the ones & sub to the Arc without an issue. 

 

 

Thank you for confirming.  Unfortunately, the Surround Setup fails for me even when the Sonos Arc is connected via ethernet.

Simple question: are the One SL’s now connected over WiFi directly to the (ethernet-ed) Arc? Meaning the Arc is an Access Point for the One SL’s?

 

I ask since I had my Arc and 2 One SL’s all connected over ethernet, but later removed the cables to the One SL’s. Weirdest thing; it all still works. Makes me wonder if WiFi was always enabled on the Arc (which I can’t turn off in the app BTW)

The original configuration was the Sonos Arc and One SLs connected over WiFi.  Then troubleshooting / Sonos support recommended connecting the Sonos Arc only to ethernet.  The Sonos Arc creates it’s own wireless bridge in 5GHz between the One SLs as surrounds.  The issue appears to be some wireless access points do not work with setting up this wireless bridge resulting in DHCP failures for the surrounds.

  1. Wow, you’re fast
  2. Thanks for replying
  3. Ok, so it’s a direct wireless connection from the cabled Arc to wireless SL’s. Good to know; I was about to install a secondary AP in the living for optimal WiFi to the SL’s. Now I’ve learned I don’t need to. (plus I don’t need to scratch my head anymore why I’m not seeing 2 new MAC addresses on my AP for the SL’s)
  4. Pity the Sonos web interface on port 1400 doesn’t show any of this config...

Thanks!

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