Contributor I

Answered

Gen2 Sub joins Arc Ultra but doesn't work

7 replies
228 views

My Gen 2 Sub worked fine with the old Playbase and still works when I pair it with my Play5’s. I can pair it with the new Arc Ultra but it doesn’t work after pairing. It shows up in the Arc setup along with the Era300 surrounds. I can make adjustments to the sub volume but nothing works.

It’s interesting that turning the sub switch off in the Arc group improves the bass. I’m guessing when the switch is turned on the Arc turns down it’s bass.

Sonos says they support the Sub gen2 with the Arc Ultra. I’ve disjoined and rejoined to no avial.

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left23Answer

Contributor I

I figured it out…

I used to use a Playbase that was wired. It’s now gone. The Playbase AND the Sub were hard wired. For some reason having the Sub wired and the Arc Ultra use wireless caused this issue.

Unplugging the ethernet from the sub fixed everything. Thanks for all the input

Alan

Airgetlam

What type of signal is the Arc Ultra receiving?

Bruce

N

nik9669a

Senior Virtuoso

Maybe generate a diagnostics report and speak to Sonos support?

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left23Author

Contributor I

Bruce, I’m seeing Dolby Atmos when playing Apple Music.

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left23Author

Contributor I

Nik, thought I’d start here before going the support route. Thanks for the tip.

Stanley_4

Grand Maestro

With the new App and firmware we users, and the forum moderators, are seeing posts like yours with issues we haven't seen before. A couple quick user level tests/tweaks usually rule out simple solutions and Support is the only way forward.

Recent posts on reddit show a desire to give us more internal access but it may be a while co ing.

Airgetlam

Interesting. I don’t have an explanation for this, it indeed seems like a bug, or some odd network issue. As @nik9669a suggests, I would recommend that you submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it. Don’t post the resulting diagnostic number here, they get sensitive about GDPR.

There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.

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.

Bruce

L

left23AuthorAnswer

Contributor I

I figured it out…

I used to use a Playbase that was wired. It’s now gone. The Playbase AND the Sub were hard wired. For some reason having the Sub wired and the Arc Ultra use wireless caused this issue.

Unplugging the ethernet from the sub fixed everything. Thanks for all the input

Alan

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