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Sub and surrounds showing up as ? with Arc

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My sub and surrounds show up as ? with my arc. I have submitted diagnostic 2022444264. I have removed them, factory reset, added them back, rebooted router and boost. Nothing worked. Up until today everything was fine.
Please help.

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Corry PAnswer

Sonos Staff

Hi @rrroscoe

Welcome to the Sonos Community!

Does this issue still happen? If not, I’m glad, but I have found the probable cause and we can prevent it from happening again.

The issue is that although the surrounds normally connect directly to the Arc via dedicated 5GHz links, as @John B describes, when they don’t find the Arc they’re instead trying to find Sonosnet on channel 1, but yours is configured to be on channel 11.

To resolve this, please open the Sonos app and verify all rooms are showing - the following steps should not be performed when not all the speakers are connected to the system at large.

Select Settings » System » Network » Change Sonosnet Channel » 1

Wait a few minutes.

Now, change it back to 11 (I can’t tell which channel is best for you, but we’ll assume it’s 11). If you happen to know that your WiFi is on channel 11, channels 1 or 6 will probably be a better choice. If 1 is best, no need to bother changing again.

Once done reply here with another diagnostic number, tagging me, and I’ll double check that all has gone accordingly.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

G

GuitarSuperstar

Lead Maestro

What brand is your router?

"Receive with simplicity everything that happens to you." - Rashi

R

rrroscoeAuthor

Trending Lyricist I

What brand is your router?

Supplied by xfinity. Doesn’t say what brand it is.

G

GuitarSuperstar

Lead Maestro

It could be an issue with the Wi-Fi 6 setting on your router. I found this on another forum:

Turn off WiFi 6 support on your XB7. Login to the router, then in the 2.4 GHz band, change Mode from 802.11g/n/ax to 802.11g/n. By removing the "ax" you make the router go from Wifi 6 to Wifi 5 support. You can do this on both the 2.4 and 5 bands.

"Receive with simplicity everything that happens to you." - Rashi

R

rrroscoeAuthor

Trending Lyricist I

It could be an issue with the Wi-Fi 6 setting on your router. I found this on another forum:

Turn off WiFi 6 support on your XB7. Login to the router, then in the 2.4 GHz band, change Mode from 802.11g/n/ax to 802.11g/n. By removing the "ax" you make the router go from Wifi 6 to Wifi 5 support. You can do this on both the 2.4 and 5 bands.

Tried it, no difference

G

GuitarSuperstar

Lead Maestro

Have you tried setting it up without the Boost connected?

"Receive with simplicity everything that happens to you." - Rashi

R

rrroscoeAuthor

Trending Lyricist I

Have you tried setting it up without the Boost connected?

No, i could give it a shot. But not sure why I would need to do that, it’s has been working fine up until today. And I changed nothing going into this, just stopped working.

J

John B

The communication between Arc and its satellite speakers uses the speakers’ 5GHz radios. So a failure of the 5GHz radio in the Arc would be a possible cause. I wouldn’t spend too much time troubleshooting until that has been eliminated by the diagnostic. You may want to hurry things along by calling Sonos Support with the confirmation number.

R

rrroscoeAuthor

Trending Lyricist I

I do appreciate all the replies and help. But I am more confused as ever. Turned on the TV this morning, and everything was back to normal. Even with all the resetting and removing and rebooting that I did yesterday. Not sure I will ever be able to figure it out, just hope it doesn’t happen again!

Corry PAnswer

Sonos Staff

Hi @rrroscoe

Welcome to the Sonos Community!

Does this issue still happen? If not, I’m glad, but I have found the probable cause and we can prevent it from happening again.

The issue is that although the surrounds normally connect directly to the Arc via dedicated 5GHz links, as @John B describes, when they don’t find the Arc they’re instead trying to find Sonosnet on channel 1, but yours is configured to be on channel 11.

To resolve this, please open the Sonos app and verify all rooms are showing - the following steps should not be performed when not all the speakers are connected to the system at large.

Select Settings » System » Network » Change Sonosnet Channel » 1

Wait a few minutes.

Now, change it back to 11 (I can’t tell which channel is best for you, but we’ll assume it’s 11). If you happen to know that your WiFi is on channel 11, channels 1 or 6 will probably be a better choice. If 1 is best, no need to bother changing again.

Once done reply here with another diagnostic number, tagging me, and I’ll double check that all has gone accordingly.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

R

rrroscoeAuthor

Trending Lyricist I

I have not had any other issues. But I will double check what you have described, thanks.

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