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Arc ultra not connecting

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I just bought a Sonos Arc Ultra with Sub gen 4 and 2 Era 300's, I connected the arc to my 5g network, then added the sub, and tested if it worked, I could stream music, no issues. Then I wanted to add the 300's but got the message that they can only be added to a 2G4 network, so I wanted to connect them to 2G4 (different SSID) and then got the message that they would be on a different network than the Arc.

After everything finished, it said that the sub and the 300's were not registered (even though the sub shows up in the living room), but whatever I tried, all the time it says an update must be made but when I activate this it ends with an error 1001.

So I decided to connect all to the 2G4 network, when I update the network all goes well, all is found and it says that my network is now added as trusted network, but then when all is finished and I get to the main screen of the app again, it says there is nothing connected to my network, I restarted everything but same thing, I tried this many times for a couple of hours, but they just won't show up in the app anymore, even though they are found when I search for them or use the update network option.

So now I have a 2500 euro system that won't do anything, very disappointed so far.

Any suggestions? Probably should have bought a Samsung after all….

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Corry PAnswer

Sonos Staff

Hi @aneet

sorry we call a projector a beamer

Ah - got you!

Please be aware that via a Bluetooth connection, you will only get stereo audio - which is a bit of a waste of a Home Theatre system that has more than 20 drivers in use! I don’t know what source you are using (assuming there is one and you are not just using apps on the projector), but if there is a way to connect your Arc Ultra to it rather than to the projector, you may get better audio options (DTS or Dolby Digital, for example), but still will not get the option of Atmos - that requires more bandwidth than a Bluetooth or Optical connection can give.

On the networking side, I agree - if it’s working as is now, there is no need to change anything. But, if you continue to open the app and not get connected on occasion, I recommend you get in touch with our technical support team who have tools at their disposal that will allow them to give you advice specific to your Sonos system and what it reports.

I hope this helps.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

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aneetAuthor

Trending Lyricist I

I'm not sure if the speakers and sub all need the network to be honest, since I do not see them on my router but there is sound in all, I guess only the Arc needs network and the rest is connected to the Arc by sonos own network?

I don't really want to factory reset them again knowing how much time it cost me last time to get all working...

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Rhonny

Prodigy III

Sorry, just saw you said in your post some of your speakers haven’t updated. Try running the system update again from your laptop/Macbook/PC using the desktop app downloadable from the Sonos website (search “Sonos Windows (or Mac) app”) as that can often update speakers that have otherwise refused.

it will have issues unless all speakers are on the same firmware.

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Rhonny

Prodigy III

I'm not sure if the speakers and sub all need the network to be honest, since I do not see them on my router but there is sound in all, I guess only the Arc needs network and the rest is connected to the Arc by sonos own network?

You’ll likely not see the sub and surrounds on the router list as they connect directly to the soundbar by a dedicated 5ghz WiFi, not your home WiFi.

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aneetAuthor

Trending Lyricist I

ok, installed the app on Windows and it does say there is an update, kind of strange since the Android app said there wasn't…

so far it has been blinking red/white for over 25 minutes now…

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Rhonny

Prodigy III

Close the app and run it again.

You might have done this already - or it might have updated okay by now?

(If it comes to it, despite it advising not to, you might have no choice but to need to turn off your router and all your speakers. Then after five mins turn the router back on and let it fully boot up, then all your speakers one by one (letting each boot up before moving onto the next).

And then reopen the Windows app and try again.)

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aneetAuthor

Trending Lyricist I

after 30 minutes without any change I have rebooted all devices and ran the app again, it again wanted to update, this time it did finish in about 3 minutes, but after that it says some devices not registered to your account, I login, and click register products and it just says no updates requiered, sonos system up to date, when I click finish, again it says not all devices are registered….

After restarting the app all seemed to work, and now also I could retune trueplay, in the end all works again luckily, I hope not that it is like this with every update…

edit: finetuning now does start, but it still ends with an error saying ‘something went wrong, we couldn't finetune your ultra, try again’

After 3 tries it finally worked...

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Rhonny

Prodigy III

It shouldn’t be like that next time (especially now all seems okay). Sometimes system updates can be unresponsive - but the updates were in fact done…

Stanley_4

Grand Maestro

Sometimes setting static/reserved IP addresses for all Sonos can help update stability issues.

Set on your router DHCP page then power down all Sonos, reboot router and power up the Sonos.

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aneetAuthor

Trending Lyricist I

I already did, but like mentioned before I do no longer see the Sub and Era's anymore in the router, sometimes I see them for a few seconds and then they're gone, like mentioned before, I suppose they connect to the Arc and then disconnect from the wifi or something.

But I left the static IP's reserved for all 4.

AjTrek1

@aneet

Glad your Sonos is working.

I and @Corry P suggested that you not separate your 2.4hz and 5Ghz Wi-Fi bands. You indicated that it was necessary because certain devices would not connect otherwise. Obviously, you managed to make things work after a lot of trial and error. So once again congratulations!

There is one more factor that could be causing devices connection issues and that is your Encryption Security Level (type). You may have heard or read about them as WPA2 and WPA3. The WPA stands for Wi-Fi Protected Access.

WPA3 is the recommended version to use whenever possible. However it can cause problems for some Wi-Fi capable products. Therefore, there is another level called WPA2/WPA3 which allows connection of devices that otherwise would have difficulties connecting to your network.

That said I suggest you determine if your router is set to WPA3 only and adjust it to WPA2/WPA3. Also, please note that that the options maybe WPA2/WPA3 Enterprise or Personal. You want to select Personal.

All of the above selections are under your routers admin page. If your network equipment is provided by your ISP you may have to get them involved.

Enjoy your Sonos!

Together Everyone Achieves More = T.E.A.M.

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