Cannot connect dual Gen4 subs to Arc Ultra

Question

Hello,I bought an Arc Ultra and 2 Subs Gen 4.I have everything set up over wireless only and all are visible in the app.  I can connect one of the subs  to the Arc Ultra but not two.  I can connect the first one fine, and then when I go to either Add A Second Sub under Ultra, or by trying to connect the second sub to the Ultra, it fails.  It actually says the second sub was connected, the ultra makes a bong sound that it adds, but the second sub never attaches in the app and it doesn’t play.  I have disconnected both subs and tried them in different order and the first one always connects, but the second one cannot add per above.  So both subs are confirmed working if it is the first one added, but I can never succesfully add a second sub.  I’ve gone through the menus attempting over and over and reboots, etc., and it just does not work.  What am I doing wrong here???  Its extremely frustrating and have wasted a good part of a day now trying to do this and going through all the waiting menus.  Thank you!

Txpple · Accepted Answer

Thanks for the replies. It did show both subs but it could only add one. Adding second sub kept failing. I called customer support and it was an app issue. I deleted the app and reinstalled it and then I could add the second. Support was really good.

Airgetlam · Answer

Huh, I’ve never heard of this issue before. I can’t think of any reason why, assuming both Subs are Gen 4, that it shouldn’t be working. It would be easier to explain if neither Sub were working,

Have you called Sonos Support to discuss it?

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.

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