Arc Ultra disconnecting from WiFi unless hardwired – Plus feedback on new S2 App UI

Question

Hi everyone,I’m looking for some help with a persistent connection issue. My Sonos Arc Ultra paired with Era 100 & Era 300 for surround constantly disconnects from the WiFi and disappears from the app, even though both the speaker and my phone are sitting right next to the router.Troubleshooting I’ve already done:• Tested with multiple different phones (same result).• Verified that the phone and speakers are on the same network/frequency and have a static IP address.• The only fix: If I provide a wired ethernet connection to the Arc Ultra, the app stays connected and everything works. As soon as I go wireless, it drops.Has anyone else experienced this with the Arc Ultra? Is there a specific router setting (like band steering or certain channels) that Sonos prefers to keep the handshake stable or its software glitch?App Feedback:On a side note, I have to agree with the general sentiment lately—the new Sonos S2 app feels very cluttered and unintuitive. It lacks the streamlined control we used to have and feels much less user-friendly. I really hope the dev team is looking into simplifying the interface and giving us back more direct control.

Pools-3015 · Accepted Answer

If hardwiring the Arc to your router fixes the connection issues, why not leave it hardwired? Thats what the Ethernet port is for isn’t it?

https://support.sonos.com/en-us/article/choose-between-a-wireless-and-wired-sonos-setup

Your router may be too close to the soundbar for it to work effectively, or it may be that there is a setting on your router that is not configured correctly. In any case, I would still suggest using the Ethernet cable if it fixes your issue.

Airgetlam · Answer

In general ‘right next to’ isn’t good for WiFi issues (anything using radios, honestly), but it shouldn’t normally be causing the issue you’re reporting. I’d go in to the settings for the Arc Ultra and toggle the ‘radio/wifi’ setting, to make sure, even if your Arc is wired, that it is ‘on’.

It’s hard to rule out the chance, however low it really is, of a failure somewhere in the Arc Ultra. While it is connected to the router with the Ethernet cable, and showing up in your controller, I would 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.

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