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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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AjTrek1

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.

You are correct...sort of 😊

When subs or surrounds are bonded to a Sonos soundbar they theoretically are disconnected from your network as visible units. However, when bonded to a Sonos soundbar they receive commands from the soundbar itself via a proprietary/hidden 5Ghz frequency .

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

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aneetAuthor

Trending Lyricist I

Thanks, I hope it stays working now so I can enjoy the system, the sound is really good. 😀

I have wpa2/3 personal, cause like you say not all devices can work with wpa3

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aneetAuthor

Trending Lyricist I

So...I decided to get a new router, this time I have a separate IoT network that is specifically left at 2G4, and a main network that is combined 2G4/5G, so how to connect everything to the new network?

I entered the configuration, then went to network settings, updated the Arc Ultra just fine, but then tried both the Sub and the Era300's just to get an error all the time, same issues like last time…

It detects the complete system, when I select eg the sub, I hold the phone to the sub, and then I get the error something went wrong and the light turns red, after a while it turns white again, for the Era's, I push both the buttons when asked, after that same error, red light etc.

If I look in the network settings again, it mentions the new network, and all is shown in the system, but the sub and era's do not produce any sound at all, so something is still wrong, do I need to reset everything again or is there something else I should have done??

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Rhonny

Prodigy III

@aneet

Apologies for not reading everything all over again to this point - but are you adding/did you add the Sub and Era 300s as home theatre speakers via “Add Surrounds” and “Add Sub” in the Arc Ultra’s settings on the Sonos app?

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aneetAuthor

Trending Lyricist I

@aneet

Apologies for not reading everything all over again to this point - but are you adding/did you add the Sub and Era 300s as home theatre speakers via “Add Surrounds” and “Add Sub” in the Arc Ultra’s settings on the Sonos app?

yes, well to be exact I did the last time, and it still shows like that in ‘my system’, I know they will then connect via Sonos own system, but after reconfiguring the netwok on the Arc, the Sub and era's do not have sound anymore, before they did

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Rhonny

Prodigy III

@aneet

Apologies for not reading everything all over again to this point - but are you adding/did you add the Sub and Era 300s as home theatre speakers via “Add Surrounds” and “Add Sub” in the Arc Ultra’s settings on the Sonos app?

yes, well to be exact I did the last time, and it still shows like that in ‘my system’, I know they will then connect via Sonos own system, but after reconfiguring the netwok on the Arc, the Sub and era's do not have sound anymore, before they did

Can you try ‘Remove Sub’ and ‘Remove Surrounds’ and then add them again to provide a fresh connection to the Arc Ultra?

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aneetAuthor

Trending Lyricist I

Yes probably gonna try that, i was hoping not to sober last time this took me almost all day

Edit it is trying to remove them for the last 10 minutes but nothing really happens, don't really understand why it has to take so much time to disconnect something... can't abort either

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Rhonny

Prodigy III

Yes probably gonna try that, i was hoping not to sober last time this took me almost all day

Hopefully as you have a new router, this will be a straightforward removal and re-addition. The sub and Era300s might be clinging onto old data that is preventing them receiving instruction from the Arc Ultra.

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aneetAuthor

Trending Lyricist I

Well i force closed the app and restarted it and then the sub and eras were gone, but when i try to add them nothing is found

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Rhonny

Prodigy III

Well i force closed the app and restarted it and then the sub and eras were gone, but when i try to add them nothing is found

Oh maaan. I would suggest force quitting the app again and turning off the Arc Ultra, the Sub, and the Era 300s at the wall, then turn the Arc Ultra back on, let it boot up to white light, then turn the Sub on (to white light), then each Era 300. Then re-open the app and see how things stand...

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