Contributor I

Configuration lost cutting power

9 replies
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I have an ARC and two SONOS One SL. After SONOS One SL power down/up the communication is lost and the systems does not work. I have to reset the two SONOS One with a tedious process. Do I have fault hardware or is the SONSO Software basically bad? I am expecting that the app will know the configuration, will know to use the selected WIFI network and will program the devices and the surround sound without any user intervention. Is this too much to demand?

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Schlumpf

Virtuoso

@SergiuR

The app can not do the things you mentioned. It’s just a software remote control. All the data is stored in memory of each device. So if your system is broken after restarting your OneSLs, I guess there is an issue with your network/ wifi connection.
I recommend to send a diagnostic from within Sonos app directly after that happened. Note the confirmation number and call Sonos support. They will be able to take a closer look at the diagnostic data.

Ralf

buzz

Grand Maestro

I don’t recommend Factory Reset without further consult. As you have discovered Factory Reset does not cure fundamental issues, but is may (temporarily) work around something. Community regulars have not Factory Reset in many years.

After the ONE SL Factory Reset you should have “Add to Existing System” for each unit as they came back online. The units will fetch the network configuration from the ARC -- unless it has also been Factory Reset. Temporarily wire the ONE SL’s to the network while you set them up. This can avoid some potential WiFi issues.

Describe your network for us. Give model numbers.

S

SergiuRAuthor

Contributor I

I added the SONOS one to the system through Add to existing system. I can set the two SONOS in stereo mode. Hence I have access to them thru WIFI. I can access the ARC, increase volume, change settings. If I delete the stereo pair and try to add surround sound, I am loosing my system. My system becomes only the ARC, with the two SONOS bein disconnected. I can go and add them to the “system”, but I can no longer add surround sound.

S

SergiuRAuthor

Contributor I

How do I do “I recommend to send a diagnostic from within Sonos app directly after that happened. Note the confirmation number and call Sonos support. They will be able take a closer look at diagnostic data.”

S

SergiuRAuthor

Contributor I

What is the SONOS support call number?

AjTrek1

Click here to learn how to send a diagnostic. Do so within 10 minutes of the next occurrence if possible.

Click here for Global Support numbers.

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

S

SergiuRAuthor

Contributor I

Called customer support. The problem was that the SONSO One SL units were updated to the latest firmware version but the ARC was on a previous firmware version. After the ARC update the surround system was successful.

My suggestion:

Note that when the surround system failed it suggested to check power on and network.

The app knows the versions, should identify a mismatch and should suggest a version update.

Without this I was “blind”.

AjTrek1

The app does tell you if you need an update. Follow these steps:

Open App on iPhone or Android
Tap “Cog” wheel in upper right corner
Scroll down to “General” and tap it
Scroll down to “System Updates” and tap it
Tap “Check for Updates”

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

Schlumpf

Virtuoso

@SergiuR

Such can happen, if auto firmware update is activated but several devices sometimes are unplugged from power. Myself I always run updates manually and turn on all my systems devices.

If using automatic updates, I recommend not to unplug any Sonos devices.

Ralf

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