Contributor I

Answered

arc home theater setup stopped working. surrounds and sub disconnected

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Setup

Speakers - Arc with Sub and two play1 surround.
latest iOS app the surrounds and sub are disconnected.

I cannot remove them in app, When I removed the sub it crashed app (twice).

I have now factory reset arc and sub then:

1. have added arc (working)

2. have added the sub (working)

3. two play 1 speakers on system(working)

Then

Prompted in app to Add sub to arc… All ok. Connected and success sound.

Prompted in app to Add surround, select both speakers, test sounds, select the position…. All ok. Connected and then plays success sounds.

Go back into the app… All home theater broken again. Help?

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Stanley_4Answer

Grand Maestro

Close is not bad, but too close, under 3 feet is often a problem. Not just Sonos to router or Sonos to Sonos, but often between any wifi devices as they tend to block each other.

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Airgetlam

The challenge is that networking is constantly changing, and adapting to both outside and inside circumstances, when it can, unbeknownst to most of us. So what it was doing yesterday may not be what it’s doing today, even though you’ve not explicitly ‘changed’ anything. I suspect the advice above may be helpful, if you find it isn’t, 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, their lawyers 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.

Bruce

A

alexlong26Author

Contributor I

Shorten version: I didn't do anything, app updated, working, shrug.

I hadn't had the time to sit and test and act on your advice, Ethernet or call for more diagnostics.

I had left speakers on, about week ago still problem I then turned off sub and surrounds for couple of days, back on, tried app and adding, still failed.

Roll on a few days, didn't get more time to test anything, still problem.

Then this week The Sonos app updated twice this week i think (speakers on auto update also now). Loading App now shows surrounds and sub connected.

I'll monitor and use advice above should it reoccur. Appreciate advice from you all. Fingers crossed.

Merry Christmas 🎄🎁

-- Alex

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