I saw that my surrounds and sub were showing as not connected in the app and were just showing up as “product”. These were all working fine until very recently. The arc is still showing up but nothing else is. There is also no sounds coming from the surrounds when I am watching TV. I tried to reset the system and even did a full factory reset on each component including the arc. I started by re-adding the Sonos 1 SL’s each to the app followed by the sub. That worked fine and they were showing up. After I added the arc everything was still showing up happy in the app. Once I connected the surrounds and the sub to the arc they went back to showing as “product” and not being connected with no sound coming out. How do I fix this? It’s infuriating.
arc with surrounds and sub disconnnecting
Best answer by Airgetlam
Rebooting the router, followed by the Sonos, does several things. Most importantly, it reloads the firmware on all devices, and resets any potential lingering issues that could be related, including resetting the DHCP table, re-assigning data from DNS servers (albeit less important in this case), etc. Usually, I recommend checking for updates after that, both for the TV set, and for the Sonos, to make sure both are up to date. Sonos hasn’t made a ton of changes, but since we in the public don’t know what you’re running, it’s a good thing to do, and many people don’t realize that TV manufacturers update their CEC in their firmware more frequently than we assume.
Stop factory resetting it doesn't help and just makes extra work and destroys diagnostic data.
The first step is a simple network refresh.
Power down all Sonos, reboot the router and controller then power the Sonos back up.
If that works initially but things go wrong later try reservi g addresses for your Sonos in the router's DHCP Settings.
Got it. Won’t factory reset. But in this case how does rebooting the network helped. The moment I connected the surrounds and sub to the arc they showed up as disconnected in the app and needing attention. This wasn’t days later or even minutes later. This was factory reset, add to system, add to arc, problem. All with no time between.
Rebooting the router, followed by the Sonos, does several things. Most importantly, it reloads the firmware on all devices, and resets any potential lingering issues that could be related, including resetting the DHCP table, re-assigning data from DNS servers (albeit less important in this case), etc. Usually, I recommend checking for updates after that, both for the TV set, and for the Sonos, to make sure both are up to date. Sonos hasn’t made a ton of changes, but since we in the public don’t know what you’re running, it’s a good thing to do, and many people don’t realize that TV manufacturers update their CEC in their firmware more frequently than we assume.
Sonos speakers are computers with a loudspeaker built into them. The computers themselves seem to be less clever than many others (less memory etc to keep costs down), judging by the number of folk coming onto the forums with issues like this that are often resolved by the steps Bruce has suggested above. Hopefully, Sonos engineers will have time to look into this in a while, when less effort is needed elsewhere.
Some of us enjoy digging into just what Sonos is up to on the network, given the almost complete lack of access to any internal logs or data it isn't usually very productive in true knowledge.
It can be useful in finding ways to avoid issues that we can't actually identify, like the addressing issues at reboot time, for some systems, that DHCP reserved addresses seems to solve. Or the network-refresh suggested here.
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