Arc Ultra Surrounds/Sub Disconnect Almost Daily

Seems like some sort of network issue, but it isn’t possible to tell if it’s coming from inside your network, inside your home, or even external to your home. Have you submitted 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.

​@Donstuarty as with my message above, the issue has been solved in the Asus beta firmware and should be released shortly. 

​@Airgetlam As mentioned in my post, the issue has been solved through a new Asus Firmware which should be released shortly. 

Thanks guys. Unfortunately by the time i even realise they have dropped out a few hours have maybe passed, so its hard to get a diagnostics from it. Hopefully a new update will sort it out because i am fed up restarting and connecting them all again.

I have the same problem with my mini sub and arc ultra. Every day, just the once, it loses connection and has to be rebooted. Looked into this a lot, tried many things, Sonos customer services has had a go, but still it loses connection to the arc ultra even though the white light remains solid. I too am hoping a firmware update will solve the problem but who knows!

Once a day dropouts can indicate a DHCP related error. Easy to deal with, set static/reserved IPs for all Sonos and power them down, reboot the router and controller, wait a couple minutes and power the Sonos  back up.

If that isn't the solution a diagnostic is in order.

Hi Marmite,

I fixed mine my turning the arc of and resetting the router. Then turn the arc back on and everything has been good since. Hope this helps you buddy

That does sound like an address issue, if it returns after a power loss or update/reboot heep the reserved addresses in mind as they work around the issue.

Reserved addresses?

Yes that is a possible solution. Outside of having the knowledge on how to set them it also depends if you have admin rights. To do so Owning your own router should be no problem. However if you are using a router provided by your ISP the process may not be straightforward or even possible. Since ​@Stanley_4 suggested setting Reserve IP Addresses I’ll leave the task of explaining how to him 😂.

I’m not sure how to do that unfortunately. 

Open your router's admin web page, go to something like "DHCP Settings" and there should be a Help screen there to walk you through it. If not then refer to the user's manual for your router.

Once addresses are reserved for ALL Sonos power them all down, reboot router and controller, wait a couple minutes and then power up all your Sonos devices.

If you can find no help in your router post the router information and we will see what can be done.

Thank you, much appreciated. 

Sorry guys by reseting my router i meant powering it off for a couple of mins then turning it back on again. Im not very technical either.

Not a problem, the router power-cycle / reboot along with the Sonos power-cycle will usually be enough to temporarily clear the issue. If it keeps popping up consider the address reservation option to prevent that.

I will def try that stanley if the problem arises again, but its been two weeks now and everything is still good. I must stress that it was just the sounbar and the router that i turned of and not my sub and surrounds.

Just to be complete, while the surrounds and Sub do get their IP addresses from the router, they normally communicate ‘through’ (or directly with, if you prefer) the soundbar, and get that IP data via proxy. There’s a better than average change that the duplicate IP address that was causing the issue was with the soundbar, not the other devices, but normally we suggest all Sonos devices be powered off, so that if the IP conflict is with another Sonos device, it will be cleared up. 

I tried reseting all devices to factory settings a couple of times. It was a complete nightmare and the problem came back. Turning the soundbar of and on with the router is what worked. I actually think if i was to turn just the soundbar of and on again that might have worked too.

Factory Reset is very rarely a cure, aside from a few specific situations (documented in the support section) it is best avoided until consulting Sonos support. It will often make things worse and cause you a lot of frustration and extra work recovering what it has destroyed.

IP issues are difficult to diagnose, I wouldn't be surprised to see a post here that a Sonos IP issue was cleared up by someone rebooting their Keurig smart coffee brewer. 

​@Donstuarty there is no point doing any more troubleshooting, you are wasting your time. The issue has been confirmed to be firmware level, Asus provided me with a beta firmware, I tested it and it solved the issue. They have told me they should release it in short order and it will solve this Sonos issue we are all having.

Here is the global thread: https://www.snbforums.com/threads/issues-with-sonos-since-the-latest-update.95555/page-2#post-979509