was playing a playlist streaming from apple music on ARC+Surround suddenly it all went silent the app showed it was playing, but nothing was heard exited the app - started back i now saw the ARC was not listed (all other speakers listed) suddenly after 20'ish seconds the ARC showed again, but playlist wiped - i assume it restarted but I had not seen any blinking lights on the ARC.
Submitted diagnostic **********
Logged in to Sonos webiste and see there it say my account was created today, which is far from reality.
Sonos, what’s going on?
This has happened twice in 3 weeks. Last time it happened i saw the light on the Arc blinking whilst starting up…
Moderator edit: Recorded and removed diagnostics numbers
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Don't post private info, like diagnostic codes, here as the admins will remove them and nobody else here can see the diagnostics data.
Your FORUM account was created in 2017, which Sonos site (many don't share account info) were you looking at?
There have been previous topics on the Arc restarting, aside from confirming good power and firm connections a call into Sonos Support is likely in order.
I have previously been asked to provide diagnostic codes in the forums… never knew public could have access to read the diagnistics.
The date issue: Sonos.com → Log in Top right click on my Pofile
Things seem to have changed ‘recently’. Speculation (mine) is that the lawyers got involved, expressing concerns about GDPR, even though we, the public, do not have access to the information in diagnostics. All we really know is if people post diagnostic numbers, moderators remove the reference numbers. If you still have the ability to edit your post, you might remove the number, the moderators here can look up the data via your account email.
Conversely, and often more quickly, you can call Sonos Support to discuss it. Those folks, who’s job it is to look at diagnostics, would be likely much quicker in responding to you on the phone call than waiting for a moderator to have time to look at your diagnostic.
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.
I have previously been asked to provide diagnostic codes in the forums…
Long ago it was difficult for support to access a specific diagnostic pushed into the database by a user and we were asked to give the number in our posts. Now, support can easily access diagnostics associated with a user and, as Argentlam notes, we are asked to refrain from posting the number in a public area.
got it
but cannot edit the post and i don’t have time to make calls to support
hopefully someone from support will read this and perhaps look at it
I'm not sure support can help but you could ask them to look into the sonos.com account, maybe you had a previous one with a different email.
Support doesn’t frequent/work in these forums. Only Sonos moderators. Hopefully one will be able to help.
got it
but cannot edit the post
It’s a quirk of this Community software, we cannot edit the first post of a thread.
