Contributor I

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All peripherals disconnected (includes diagnostic number)

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About 2 days ago while watching a show, my Sub Mini and both One SLs just seemed to lose connection. The Arc was still working fine so I went into the app and sure enough it said there were 3 issues. Cool, so I went in to "fix it" but I kept receiving an error that no products could be found and to try again later. Fine, we were about to go to bed so I tried again yesterday, same issue.

I attempted to research and troubleshoot this for hours yesterday and have started back this morning.. I'm becoming exhausted. This has never happened before and NOTHING has changed with my network. The Arc still shows "Excellent Connection" in the app.

At this point, I've tried resetting the router and modem and even factory resetting the speakers. When I factory reset the sub for example, I do get a message that prompts me to set up the sub mini. So cool, its definitely being recognized. It connects to the wifi! Getting excited I proceed thinking I'm making progress.. then I go into my settings > system > Living Room > Connect Sub.... can't be found, "make sure it's connected to the same wifi." Yes.. it is 1000% connected to the same wifi.

I'm getting burnt out.. I can't do ethernet as I'd have to run really long cables across the living room to reach my One SLs and that's just not feasible and everything has been working fantastic until all this.

I've attached a diagnostic number in hopes that someone, anyone from Sonos can help me out here..

Diagnostic number - 443662360

Thanks..

Even as a last effort, I factory reset everything again, including the Arc this time.

The Arc connected back with absolutely 0 effort. Was super fast and simple. None of the other devices will still connect..

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Ken_GriffithsAnswer

Having read the other Spectrum router thread (and a few other threads besides), my thoughts are to initially power off all speakers, wire just one speaker at a time to the router and open the App and remove their WiFi credentials (see this LINK how to do that) and rinse & repeat with each speaker, when all have been done then wire the Sonos Arc only to the router and leave it wired and wait 10 minutes or so, just see if that solves the issue. If not, power off the surrounds Sub and ‘factory reset’ the Sub just one further time only and add that back to the system as follows..

Ensure your mobile app is fully updated and that the mobile device meets these system requirements…

https://support.sonos.com/en-us/article/sonos-app-requirements

Fully close the Sonos App and reopen and ensure the Arc is showing in the App.
With the resetSub status LED flashing green, goto ‘Settings/System/Add Product’ and follow the onscreen instructions to add it to your system and bind it to your Sonos Arc.
If that works, then do the same steps with each Sonos One-SL device and see if they will now bond to your Sonos Arc.

If any step above fails, then it’s time to get in touch with Sonos Support - best to give them a call, I think, which can be sorted via this link:

https://support.sonos.com/s/contact

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K

KaeyonAuthor

Contributor I

Only IP showing is the Arc. Router is just the one received from Spectrum. Model SAX1V1S. No other access points.

Ken_Griffiths

I think you may have possibly ‘accidentally’ split your Sonos system into two separate Sonos households on the same WiFi network during the ‘factory reset’ of your devices - but this is just a guess.

Before making a suggestion to perhaps fix it, can you recall what the steps were when you factory reset your devices earlier …and also did you notice if, at any point, you lost your saved playlists, favourites and Music services?

Ken_Griffiths

I’ve also just noted too that there have been some reported difficulties with similar spectrum router models (and others). So also see this earlier community thread:

Ken_GriffithsAnswer

Having read the other Spectrum router thread (and a few other threads besides), my thoughts are to initially power off all speakers, wire just one speaker at a time to the router and open the App and remove their WiFi credentials (see this LINK how to do that) and rinse & repeat with each speaker, when all have been done then wire the Sonos Arc only to the router and leave it wired and wait 10 minutes or so, just see if that solves the issue. If not, power off the surrounds Sub and ‘factory reset’ the Sub just one further time only and add that back to the system as follows..

Ensure your mobile app is fully updated and that the mobile device meets these system requirements…

https://support.sonos.com/en-us/article/sonos-app-requirements

Fully close the Sonos App and reopen and ensure the Arc is showing in the App.
With the resetSub status LED flashing green, goto ‘Settings/System/Add Product’ and follow the onscreen instructions to add it to your system and bind it to your Sonos Arc.
If that works, then do the same steps with each Sonos One-SL device and see if they will now bond to your Sonos Arc.

If any step above fails, then it’s time to get in touch with Sonos Support - best to give them a call, I think, which can be sorted via this link:

https://support.sonos.com/s/contact

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