Problem:Almost daily, my surrounds/sub all disconnect from the Arc Ultra and stop playing sound (thought he Arc continues working as expected). When this occurs, the app shows "Needs attention" for the Arc Ultra. Power cycling the Arc Ultra immediately resolves the problem for 24-48 hours.Setup: Soundbar: Arc Ultra (connected via Wi-fi) Surrounds: 2x Symfonisk Bookshelf Gen 2 surrounds Sub: Sub Mini Routers: Asus AX86U Pro + AX58U AiMesh Node Other Sonos speakers in the house use SonosNet via a single Symfonisk lamp that is wired to the router (does SonosNet play any part for the surrounds/sub in this setup?) Things I've Already Tried: Various AiMesh binding options Disabling DFS channels on 5 GHz Setting router 5 GHz control channel to static value Disabling automatic Sonos firmware updates (on the theory that the update process resulted in the disconnect) All the standard Asus Wi-fi tweaks to improve compatibility with Sonos (Airtime Fairness, beamforming, etc.) Repeatedly re-bonding surrounds/subs to Arc Ultra Question:Is there anything I can do to fix this? I know Sonos is going to say "it's your network", but clearly the system can work with my network just fine, and can automatically reconnect everything after an Arc Ultra reboot, so why can't the Arc Ultra be smart enough to fix whatever problem is occurring in real time without me needing to manually reboot it?

Contributor I

Answered

Arc Ultra Surrounds/Sub Disconnect Almost Daily

45 replies
1489 views

Problem:

Almost daily, my surrounds/sub all disconnect from the Arc Ultra and stop playing sound (thought he Arc continues working as expected). When this occurs, the app shows "Needs attention" for the Arc Ultra. Power cycling the Arc Ultra immediately resolves the problem for 24-48 hours.

Setup:

Soundbar: Arc Ultra (connected via Wi-fi)
Surrounds: 2x Symfonisk Bookshelf Gen 2 surrounds
Sub: Sub Mini
Routers: Asus AX86U Pro + AX58U AiMesh Node
Other Sonos speakers in the house use SonosNet via a single Symfonisk lamp that is wired to the router (does SonosNet play any part for the surrounds/sub in this setup?)

Things I've Already Tried:

Various AiMesh binding options
Disabling DFS channels on 5 GHz
Setting router 5 GHz control channel to static value
Disabling automatic Sonos firmware updates (on the theory that the update process resulted in the disconnect)
All the standard Asus Wi-fi tweaks to improve compatibility with Sonos (Airtime Fairness, beamforming, etc.)
Repeatedly re-bonding surrounds/subs to Arc Ultra

Question:

Is there anything I can do to fix this? I know Sonos is going to say "it's your network", but clearly the system can work with my network just fine, and can automatically reconnect everything after an Arc Ultra reboot, so why can't the Arc Ultra be smart enough to fix whatever problem is occurring in real time without me needing to manually reboot it?

This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.

Stanley_4Answer

Grand Maestro

If your latest tweaks don't stabilize things wait for the issue, submit a diagnostic and call support, request they find and solve the issue or send you a replacemment Arc.

Show previous replies

C

craigski

Local Superstar

Problem:

Almost daily, my surrounds/sub all disconnect from the Arc Ultra and stop playing sound (thought he Arc continues working as expected).

When its ‘working as expected’ is the source TV (eARC) or streaming music?

For whatever it’s worth, I had previously test driven a non-Ultra Arc in this same space and with this same network (though with Symfonisk Bookshelf Gen 1s rather than the Gen 2s I now have; same Sub Mini). The non-Ultra Arc did not exhibit these issues. It does kinda tempt me to return the Arc Ultra and just go back to an Arc.

Arc can only connect to a 2.4GHz network, Arc Ultra can use 2.4 or 5GHz, so even though it was in same location, it would be possibly connecting to a different band (network)

https://support.sonos.com/en-gb/article/supported-wifi-modes-and-security-standards-for-sonos-products

S

shutter41Author

Contributor I

Hi @shutter41 I have the same issue with a Beam that disconnects from 2 x ERA 100 and a Sub Mini, this started when the system automatically upgraded to the latest firmware. All of these are on the “latest” product stream.

This does not happen to an older setup that I have, PlayBar, 2 x Play:1 and Sub. All of these are on the legacy product stream.

As I only have to power off/on the Beam to get everything working I have decided to live with the issue and see what happens when the next firmware release is delivered. If the problem persists after that I’ll call Sonos support, assuming that the queues are not too long, to see what they say and what is required to fix the issue permanently.

Thanks for reporting this. It’s both encouraging (maybe they’ll fix it!) and discouraging (come on, Sonos!) that it started after a software update for you. I had set up my Arc Ultra right around the time of the latest software update, so wouldn’t have noticed a difference.

How often does the disconnect occur in your setup? And what is your home Wi-fi configuration?

S

shutter41Author

Contributor I

When its ‘working as expected’ is the source TV (eARC) or streaming music?

Either. Both eARC (from Samsung Frame) and streaming music (usually Spotify) play sound as expected from the Arc Ultra itself, but nothing is heard from the surrounds or sub.

Mr. T

Hi @shutter41 I have the same issue with a Beam that disconnects from 2 x ERA 100 and a Sub Mini, this started when the system automatically upgraded to the latest firmware. All of these are on the “latest” product stream.

This does not happen to an older setup that I have, PlayBar, 2 x Play:1 and Sub. All of these are on the legacy product stream.

As I only have to power off/on the Beam to get everything working I have decided to live with the issue and see what happens when the next firmware release is delivered. If the problem persists after that I’ll call Sonos support, assuming that the queues are not too long, to see what they say and what is required to fix the issue permanently.

Thanks for reporting this. It’s both encouraging (maybe they’ll fix it!) and discouraging (come on, Sonos!) that it started after a software update for you. I had set up my Arc Ultra right around the time of the latest software update, so wouldn’t have noticed a difference.

How often does the disconnect occur in your setup? And what is your home Wi-fi configuration?

People are always quick to blame a firmware update for their issues. If there was an inherent issue with the last firmware update, there would be a lot more users complaining about the same issue. In the absence of such posts, the culprit lies elsewhere.

G

Gaham

Headliner I

@Mr. T if you read my response properly you would see that I was clear that:

For me this problem started when the firmware update
My chosen course of action is to wait and see if this changes with the next firmware update

That’s not blaming the firmware it is simply making the facts of my scenario available to another user who has a similar problem so they can decide the best approach for them.

There are now 3 or 4 threads covering similar issues what they definitely have in common is they are current Sound Bars on the latest firmware. The other reason for my approach is that It does not happen with the ”legacy” firmware on my PlayBar setup on the same network.

I know from personal experience that Sonos has fixed firmware bugs that impacted my system but not other users, it happens and I am grateful to the Sonos programmers who recognise that this is a possibility and investigate these issues so they get fixed.

All of the impacted users may, of course, have the same network issue but personally I’m not going down that rabbit hole just yet.

Mr. T

@Gaham - sounds exactly like you are blaming the firmware.

S

shutter41Author

Contributor I

@Mr. T certainly seems plausible that a firmware update could have caused the issue only for certain network situations, and that @Gaham and I apparently have one of those network situations.

For what it’s worth, Sonos Support’s recommendation (after looking at my diagnostic) was to hardwire my Arc Ultra. The explanation given was “there is a DHCP proxy failure that causes a connection issue to the surround speakers”. I’ll try hardwiring (via a new AiMesh node) and see if that resolves it.

Support also suggested that SonosNet (or lack thereof) wouldn’t have an impact in this situation. They did not suggest anything about guest networks, but we also didn’t delve into my home network details.

G

Gaham

Headliner I

@shutter41 just saw your questions.

The disconnect happens most days for me but has never happened twice in a day.

My network is a Sky Hub 4.2 and we have Sky Q with 2 Sky Q minis which creates a mesh ensuring good WiFi coverage.

I wondered if the speakers switching between the different BSSIDs might be causing this but checking in the App I could see that all of the speakers were on the same BSSID whether the system is connected or not.

Because this was a bit tedious to check I submitted an enhancement request to add the BSSID details to the About My System page of the App.

Mr. T

@shutter41 - like I said, people are always quick to blame firmware updates.

It’s not surprising that support asked you to wire the Arc Ultra as that is the standard response whenever there is a connection issue with surrounds/sub.

Also not surprising that SonosNet is not a factor as Arc Ultra is not compatible with SonosNet.

Have your surrounds/sub dropped since disabling the guest network?

G

Gaham

Headliner I

@shutter41 did you ever get to the bottom of this issue in your system.

FWIW mine has been rock solid since the latest firmware was installed on the “newer” speakers in my system a few days ago. This may be a COINCIDENCE but if you are still having issues and the latest firmware has not yet been installed it could be worth trying 😉

Show more replies

Sign up

Login to the community