Contributor I

Era 300s wont connect to Arc for Surround

43 replies
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Wanted to see if anyone here might be able to help on this

I recently got an arc, sub, and two era 300s. The eras connected via surround fine at the beginning and worked for a few days, but starting today the eras won’t standalone but won’t connect via surround.

I wasted four hours on the phone with tech support today, and for about three of those hours they kept having me plug and unplug the speakers as if they would magically work again. Level 2 support couldn’t help either.. they escalated me up to where I get to wait until next week Monday to have another fun day with tech support….

Hoping the community might have a faster solution than trying to wait on Sonos “support”.

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ChiJasAuthor

Contributor I

Found the solution after a lot of trial and error. It turns out that in my network, there is a security setting that blocks rouge SSIDs from broadcasting and allowing devices to connect to them. Since the Arc connects to the Eras via its own wireless signal, my network was containing that signal and preventing connection. The solution was to go into the wireless network settings and whitelist that SSID to allow it to connect.

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Chiefjms

Lyricist I

Master HT ‘Home Theatre’ device - which is your Sonos Arc and controls the ‘slave’ devices when they are bonded to it. The slaves in your case are the Era’s - your system was setup and working okay and you mention you have already factory reset your modem/router, the two Era slave devices, but so far you have not factory reset your Sonos Arc, so it makes sense to try that next.

As mentioned when bonded as a HT setup, the Era products switch and communicate with the Arc over an Ad-hoc 5Ghz wireless connection and the router DHCP IP addresses are assigned by proxy, via the Arc, to the Era’s - if your router has been reset then one assumes the DHCP server is working correctly as your Era’s and Arc are working okay when they are not bonded - so my suggestion is to next try the one thing that you have not done already and that is to factory reset the Arc - as that’s the device responsible for the proxying of addresses and the ad-hoc wireless connection.

Sorry but I thought you were looking for suggestions to save you waiting for Sonos Support? If you don’t want to go down the suggested route then that’s fine and perhaps you are best to wait for level-2 Sonos Support to get in touch with you next Monday. I’m just expressing a view of what troubleshooting I would have tried in the meantime.

I have tried resetting the arc as well the only thing that got me was an Alexa that won’t play music when asked and yes I relinked all my services. After several calls with Sonos they concluded the system doesn’t like the spectrum router. Called spectrum they felt that answer was nothing more than a finger point and not true , albeit they suggested I rent to extension pods to create a stronger wi fi signal. Yes surrounds indicates they’re connected but almost immediately become disconnected even with a stronger signal. I’m in the process of buying a new mesh router. Sonos era’s produce a wonderful sound when they work but, let’s be reasonable unless you’re a tech genius you shouldn’t spend you’re free time on such an expensive item.

Ken_Griffiths

I have tried resetting the arc as well the only thing that got me was an Alexa that won’t play music when asked and yes I relinked all my services. After several calls with Sonos they concluded the system doesn’t like the spectrum router. Called spectrum they felt that answer was nothing more than a finger point and not true , albeit they suggested I rent to extension pods to create a stronger wi fi signal. Yes surrounds indicates they’re connected but almost immediately become disconnected even with a stronger signal. I’m in the process of buying a new mesh router. Sonos era’s produce a wonderful sound when they work but, let’s be reasonable unless you’re a tech genius you shouldn’t spend you’re free time on such an expensive item.

That issue with Alexa sounds like a different issue to the one discussed with @ChiJas in this thread?

I think you only have to look on this forum and perhaps elsewhere online, to see issues (and suggested fixes) with a Spectrum router, so I really don't blame you for getting a new mesh WiFi router/setup. Hope it resolves your connectivity issues.

It’s not a case of needing to be a tech genius it’s just occasionally that some devices are not compatible with others, or they perhaps don’t work together as well as they should ‘out the box’ and need some (often customer-available) settings to be changed and that sometimes means sitting down to read the user-manuals. It’s a case of who has the time/incline to do that after a busy day at work?🤷

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