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TNJGA
Contributor I
March 13, 2021

Airplay - Unable to Connect

I do see other related topics, but thought I’d start my own to avoid confusion.  I just replaced my router/modem combo with a Netgear C7800 and now I can’t seem to get Airplay to work with my Sonos speakers.  I have an Arc and three Ones.  I tried reconnecting them all the network and I tried a full factory reset.  I even unistalled and reinstalled the app.  On the reset, I connected the Arc first and tried Airplay - it worked.  But, the second I added another speaker none of them worked with Airplay (and I had no issues up until yesterday).  Other than that, everything seems to work fine.  I can Airplay to my TV, I can play from the Sonos app (on my phone and computer), and I can cast music from my computer to a speaker.  Everything is up to date.  Possibly some hidden setting that I’m missing???  

 

Diagnostics - 18134826239.  Any help would be appreciated.  Thank you!

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    Xander P
    Xander P
    Retired Sonos Staff
    March 31, 2021

    Understood - if you have another mobile device available with the Sonos app installed, it may be worth seeing if you get the same behaviour on a Hotspot setup.

    To do this, you would need to Factory Reset the Arc, host a WiFi Hotspot on one phone, and then connect the second phone to the Hotspot, and use it to set up the Arc as a new system & test Airplay. (You may need to reset the Sonos app by going to Settings > App Preferences > Reset App in order to get the “Set up a New System" option)

    Given that AirPlay was working with the Arc previously, if you’re able to perform this test and can consistently use AirPlay while the Arc is connecting to the Hotspot, then we can confidently say that there’s something going on with the router that’s causing this behaviour.

    Let us know how you get on, and if you hear anything from Netgear regarding the issue :)

    TNJGAAuthor
    Contributor I
    April 9, 2021

    After multiple talks with Netgear, they said it’s Apple’s problem.  Apple did a diagnostic and said there are no issues they see on their end.  They said that the fact that I can AirPlay to my TV and not my Sonos speakers, makes it sound like a Sonos issue.  They suggested I escalate the issue with Sonos support for additional testing.  So, would that be through you?  Or do I need to call?

    Xander P
    Xander P
    Retired Sonos Staff
    April 12, 2021

    Hi @TNJGA, understood - thanks for getting back to us.

    In that case I’d recommend you reach out to our Support Team via either live chat or phone call, as those teams have access to more tools for troubleshooting - feel free to provide them with a link to this thread to avoid repeating any steps :)

    John B
    April 12, 2021

    May I ask a couple of questions?

    First, before changing anything, can you check in About My System which speakers have WM:0 next to them and which WM:1.

    Are the Living Room Ones set up as surrounds to the Arc? 

    Please ensure that the Arc is back on Enable WiFi, not Disable WiFi, whether or not the Arc is connected by Ethernet. 

     

    John B
    April 12, 2021

    Further thought.. have you tried with the Arc connected wirelessly, all three Ones as standalone speakers, and no Sonos device wired to the router?

    If not, could you try that? You may need to reboot the router and Sonos speakers one more time to test this. 

    If you have tried this already then I apologise for wasting your time.

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