Contributor I

Existing Sonos system and new Arc don't connect continuously

18 replies
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I have two rooms with Sonos, Office with a Play 5, and Lounge that had a Playbar, and two Sonos One SL surrounds. They have worked flawlessly for years. A few months ago I had to disable the lounge system for home repairs and just reconnected the system. In that time I have also upgraded to a Nest Pro 6e wifi system to replace the previous mesh.

When reconnecting the lounge system - nothing worked - had to factory reset several times, the app could not find the devices, would fail halfway through etc. The Playbar kept saying it wasn't getting power or wifi and I spent hours trying to get it to work. Since I had an upgrade discount, and the room was refurbished, I decided to go ahead and get a Sonos Arc to replace the Playbar.

I have the Arc paired with the two Sonos SL surrounds, but now I can’t tune the system, or check for updates as it can’t connect to the system. My Amazon Music account can’t connect, but the system plays fine over eArc HDMI, and curiously has no issue connecting to the NAS or playing music on the same network. Additionally, every other time I open the app, the Lounge de-pairs a surround speaker resulting in ARC (?+RS).

I have done the following several times and at a loss:

disconnected all speakers, restarted router, plugged all in
factory reset all devices and added back to network
tried setting up another router on a dedicated 2.5ghz band and network and only connected Sonos devices to it
removed/readded all subscription services
checked internet connectivity (all state in google app good to great connectivity)
tried with at least one device connected to ethernet (not feasible for perm solution only testing)

the Play 5 in the office works with no issue. I can play music from Amazon in this room, but the second I switch to the Lounge configuration, it gives errors (below)

this is my network matrix and they are all coloured grey.

	Strength to F0:F6:C1:24:3B:BF Lounge (LR)	Strength to 3A:42:0B:E6:92:1F undefined	Strength to 34:7E:5C:D4:53:CC Office	Strength to F0:F6:C1:24:3D:1B Lounge (RR)	Strength to 38:42:0B:E6:92:1F Lounge (LF,RF)
F0:F6:C1:24:3B:BF Lounge (LR) Secondary Node Noise Floor: 0, 0, 0, 0 undefined		Inbound: 73 Outbound: 69 STP state: forwarding
34:7E:5C:D4:53:CC Office Noise Floor: 0, 0, 0, 0 undefined	Inbound: 00 Outbound: 23 STP state: undefined
F0:F6:C1:24:3D:1B Lounge (RR) Secondary Node Noise Floor: 0, 0, 0, 0 undefined		Inbound: 75 Outbound: 71 STP state: forwarding
38:42:0B:E6:92:1F Lounge (LF,RF) Noise Floor: 0, 0, 0, 0 undefined	Inbound: 69 Outbound: 73 STP state: undefined			Inbound: 71 Outbound: 75 STP state: undefined

The errors I received through setup and triage are:

Unable to play… connection to Amazon Music was lost
Unable to play the selected item
701
1001
1002
1101

Any assistance would be greatly appreciated.

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Contributor I

It last about ¾ a song before the arc disconnected.

There are no networks currently setup, it is on the SonosNet channel 6, which i have just changed to 11.

I can move the play temporarily closer to the arc if required, but again only temporarily while i get it back on wifi.

Please leave the Play:5 wired for now. Please would you run another network matrix and post it?

Contributor I

Sorry I meant i can leave the play 5 wired but bring it physically closer to the arc if necessary for a short time.

Network matrix option is unavailable - the only options are:

Office (RINCON_347E5CD453CC01400)

Zone Player Info
Ethernet Ports
/VERSION
/proc/ath_rincon/status
/sbin/ifconfig
/usr/sbin/brctl showstp br0

Contributor I

finally both appeared at the same time:

	Strength to 38:42:0B:E6:92:20 Living Room	Strength to 34:7E:5C:D4:53:CD Office
38:42:0B:E6:92:20 Living Room Tertiary Node Noise Floor: 0, 0, 0, 0 undefined		Inbound: 41 Outbound: 46 STP state: forwarding
34:7E:5C:D4:53:CD Office Secondary Node Noise Floor: 0, 0, 0, 0 undefined	Inbound: 46 Outbound: 41 STP state: forwarding

Thanks. Is that the colours it actually appears in?

The signal strengths look quite good, but it would be worth moving the P:5 to see if it being affected by local interference. Keep it at least 3 feet from any Google puck.

Also worth experimenting with changing the wireless channel used by Sonos.

Contributor I

yes they are both in yellow on the matrix. the arc keeps disappearing, but seems better on the selected channel. yet to add the surround or attempt to migrate to wifi network.

Long experience of cases on here suggests that Google mesh WiFi and Sonos on Wifi are not happy bedfellows. You have a much better chance od a stable setup if you continue to use SonosNet. As neither of your speakers can be conveniently wired, this would mean buying a Boost, but I’m reluctant to suggest that until the current temporary arrangement works better.

I am puzzled by the Arc dropping out still. Possible causes are:

1 Wireless interference

2 IP address issues

3 Hardware fault

We could spend ages getting nowhere trying to disentangle that. I suggest you now submit a system diagnostic immediately after a drop and call Sonos Support with the confirmation number.

You could factory reset the Ones and then add them as surrounds in the Arc’s settings.

I think we have made worthwhile progress and got things to a position where a diagnostic is worthwhile.

Further thought: Before you do anything else, it might be worth a final reboot of the whole system. There has been a lot of chopping and changing, so I would power everything off, and then in this order reboot everything: router, primary Google puck, Play:5, Arc. It may not male a difference but you never know.