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tjbarter
Contributor I
Oct 5, 2017 3:23 PM UTC

Surround Sound with Connect:Amp no longer working

I currently have a SONOS Playbar hooked up to my tv and have two built in ceiling speakers that are connected to my SONOS Connect:Amp which is hardwired into my router. I recently noticed that the two ceiling speakers stop playing sounds or music when ever a movie was playing or I had music playing on the Playbar. I tried doing a retune and it always said speakers were missing. I just updated all speakers and app to try and fix the problem. Nothing worked, so I decided to factory reset my Connect:Amp and reset it up as it's own device. Once I did that, I could play music through the speakers so I knew they were still working. I then went to the website: http://######:1400/wiredsat.htm and replaced the # with my Playbars IP code to set up the surround sound. I then selected the Conncet:Amp to set up as my Left and Right surround sound speakers and set their distance away from the tv. Hit complete and was notified that I was all set up. I then went back to the app and retuned the speakers for the new surround sound, and was notifed that "speakers where missing" yet again. I've redone this 3 times with the same result. any advice would be greatly appreciated.
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    44 replies

    jcurtis200
    Lyricist III
    Oct 5, 2017 7:49 PM UTC
    I'm seeing the exact same issue. Noticed the rear speakers (connected to the Amp Connect) stopped working when I downloaded the latest software.
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    Bstad
    Lyricist I
    Oct 6, 2017 3:19 AM UTC
    Same here. Playbar sound will no longer play through other rooms/speakers.
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    Airgetlam
    Airgetlam
    Oct 6, 2017 4:09 AM UTC
    Could I convince you all to submit a system diagnostic, and post the number here, for the folks at Sonos to look at? If there's a bug, the data you submit might help them track it down.
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    Bruce
    jcurtis200
    Lyricist III
    Oct 6, 2017 11:37 AM UTC
    System diagnostic submitted. number is: 7920792.
    thx.
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    Andy B
    Andy B
    Sonos Staff
    Oct 6, 2017 4:57 PM UTC
    System diagnostic submitted. number is: 7920792.
    thx.

    Thanks for submitting the diagnostic, jcurtis200, as it's allowed me to diagnose the root cause of the problem. When pulling the readings I can see there is a gateway mismatch as there appear to be two DHCP servers onsite. We'll want to start by getting the topology for the home network. Can you let us know the make and model of the router at your location? Do you have the CONNECT:AMP used as surrounds wired to the main router or another device like a network switch (possibly managed)?
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      jcurtis200
      Lyricist III
      Oct 6, 2017 5:42 PM UTC
      Andy, i'll double check but not aware of a second DHCP server on the network. I have a comcast modem set to bridge mode connected to a Luxul router (model is the XBR-4500) set to 192.168.0,.1. That's where the DHCP server is running. The router is connected to to a managed switch (I double checked to make sure DHCP is not running on the switch) address 192.168.0.3. The sound bar and amp connect products are both plugged into this switch. All address fall into the 192.168.xxx range. Is there a alternative range your seeing? thx
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      Andy B
      Andy B
      Sonos Staff
      Oct 6, 2017 5:56 PM UTC
      I'm not seeing an alternative range, but when I pull the diagnostic I see the following three players are reporting 192.168.0.11 as the gateway and not 192.168.0.1: Family Room (Right PLAY:5), Fam Rm TV (SUB) , and Fam Rm TV (CONNECT:AMP).
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      jcurtis200
      Lyricist III
      Oct 6, 2017 6:07 PM UTC
      Thanks Andy, I'll do some checking to see why the gateway is listed as .11 rather than .1 Big help. Thanks!
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      tjbarterAuthor
      Contributor I
      Oct 6, 2017 10:08 PM UTC
      System diagnostic number: 7923765
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      jcurtis200
      Lyricist III
      Oct 8, 2017 2:44 PM UTC
      Andy, looks like a video matrix product had a DHCP server running - even though the interface showed it disabled. I've pulled that device off the network. Did a hard reset of the Sound Bar and Amp Connect running the rear speakers. All devices should be getting IP addresses from MAC A4134E3E39A6 (Luxul Router). Reset up the 5.1 as before but still not getting sound out of the rear speakers. Did check the Amp Connect was working before adding it back into the 5.1 surround. Ran a new Diagnostic: 7930447. As I mentioned, it was working before I downloaded the new app. Not sure it that's related. Thanks again
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