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My Sonos app seems to be glitching out and no longer shows my Arc system, but only if I add another one of my speakers. The app will even briefly show the Arc (I've set it under living room 1) when I switch into the app but after a split second it will dissappear, just leaving my 2 One SLs showing (currently as 2 seperate rooms) 

 

By doing a factory reset on all 3 and making sure I did the Arc first, it at least allowed me to set up the Arc and connect it to my TV, but as above once any other speaker is added, the option to do anything with the Arc disappears, which crucially for me means I cannot add my One SLs as surround speakers to it. The Arc is continuing to be connected to the TV, and if I go into my Spotify App it does show and recognise the missing 'living room 1' in the Sonos app and will allow to play music via the Arc. 

 

What's most frustrating is that I have the app on both my android phone and my Ipad - and the issue is happening with both! 

 

I've done a factory reset on all 3 speakers, I've tried moving them to a new system within the app, I've reset my router, I've tried adding the 3 speakers in every possible different order. I've fully cleared the cache and data of the app, signed out, unistalled and still no joy. 

 

For additional context it happened yesterday, after I heard about a new update I went into the app to see if my Arc and 2 One SLs (which had been set up as a surround system) needed the update.

 

The app said an update was available and so I selected to manually update, but the app told me one of my SLs was unreachable and after the update was complete, I was left with my arc showing as 1 room, 1 of my One SLs as another room, and the other One SL missing. After then re-adding the One SL that's when the Arc then dissappeared from the app. The app currently shows that no further update is needed for my speakers. 

 

If anyone knows why this is happening and how to fix it I'd greatly appreciate it, thank you. 

Factory resets are not a good way to solve issues, unfortunately. They rarely ‘fix’ anything, and at best, erase data stored on the speakers that Sonos would access to help figure out what is going on. 

My suspicion is some sort of network issue causing your controllers to be unable to reach the speakers properly, which is why this appears to be happening on both devices.

I would suggest a network refresh as a first step. Power off all Sonos devices by unplugging them. While they are powered off, reboot your router. Wait two minutes for the router to come back up, then plug in your Sonos devices again. Wait two more minutes for them to properly reconnect, then check in your controller for updates, and run them, before testing music playback, as it’s possible they’re currently on different ‘versions’. Finally, once they’re updated, you should be able to ‘see’ all of them in either controller as normal. 

However, if this doesn’t change anything, I would recommend that you submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it. Don’t post the resulting diagnostic number here, they get sensitive about GDPR.

There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.

When you speak directly to the Support staff, they have tools at their disposal that will allow them to give you advice specific to your network and Sonos system.

Thank you, this worked perfectly 😊

Factory resets are not a good way to solve issues, unfortunately. They rarely ‘fix’ anything, and at best, erase data stored on the speakers that Sonos would access to help figure out what is going on. 

My suspicion is some sort of network issue causing your controllers to be unable to reach the speakers properly, which is why this appears to be happening on both devices.

I would suggest a network refresh as a first step. Power off all Sonos devices by unplugging them. While they are powered off, reboot your router. Wait two minutes for the router to come back up, then plug in your Sonos devices again. Wait two more minutes for them to properly reconnect, then check in your controller for updates, and run them, before testing music playback, as it’s possible they’re currently on different ‘versions’. Finally, once they’re updated, you should be able to ‘see’ all of them in either controller as normal. 

However, if this doesn’t change anything, I would recommend that you submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it. Don’t post the resulting diagnostic number here, they get sensitive about GDPR.

There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.

When you speak directly to the Support staff, they have tools at their disposal that will allow them to give you advice specific to your network and Sonos system.

 

If this keeps happening it often helps to go to the router's DHCP Settings page and set static/reserved  IP addresses for all Sonos. Then do another full refresh cycle to force everything to use the new settings.

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