My sonos Sub is connected but not working

Call Sonos support, this is a user to user community for the most part.

Only advice I can offer is to quit factory resetting things, it almost always makes things worse.

There are specific situations in the support section where a reset is needed and Sonos may recommend one after looking at the critical internal data the reset will delete.

The simplest thing to do would have been to reuse the same SSID and password from your old “WI-FI setup”. This would have allowed devices to automatically reconnect. Some may have needed to be rebooted so that they can get a net IP address. 

The other way is to perform these steps when you want a new SSID and password:

https://support.sonos.com/en-us/article/connect-sonos-to-a-new-router-or-wi-fi-network

Tell us more about your network. Have you simply added a mesh system to your ISP router? If so, did you place the ISPs device into bridge or passthrough mode?

You may be dealing with a double NAT issue if you didn’t. Sonos has a habit of holding onto old network settings.

Pools-3015 Prodigy, 

Yes I recently got a new router and internet extended, I guess another name for it is  {Mesh }. I don’t have knowledge about networking so I really don’t know what ISP passthrough mode or bridge means,  and doble NAT. can you please tell me what to do so I can try that and see, I have sent an email to sonos and haven't heard from them.

Thanks Prodigy for your contribution.

Just to be sure: is the Sub connected on your network, or is it connected to your Arc? 

The Sub is connected to my Arc and same network but it doesn’t sound out. 

Normally, a Sub is “bonded” to a soundbar using a dedicated WiFi link created by the Arc. It’s not a standard setup if the Sub is on the network itself, and this is why I asked the question. 
 

I think you need to speak to Sonos support. 
 

Hi mate, I feel your pain ...

Having the Sub fail during a New Year’s party is the absolute worst! You’re right that Sonos Support rarely posts here; you’re mostly talking to geeks like us who have spent way too many hours troubleshooting these systems. :D

If your Sub shows as 'Connected' in the app but isn't making a sound, it’s usually a 'bonding' handshake failure rather than a Wi-Fi issue. Here is a sequence that usually clears this up:

1. The 'WiFi Enabled' Trap: This is the most common culprit. Even if your Arc is connected via Ethernet, you MUST have 'Enable WiFi' turned on in the Arc’s settings. The Arc uses its internal WiFi radio to create a private connection to the Sub. If you turned it off to 'save' bandwidth, the Sub will go silent.

2. Remove & Re-bond (Don't just reset): * In the app, go to Settings > System > [Arc Room].

   • Select Remove Sub.

   • Wait for the Sub's light to start flashing green.

   • Now, select Connect Sub in that same Arc room setting. This forces a fresh handshake.

3. Check for 'Sub (+?)': If you see a question mark next to the Sub in your room list, it means the app knows it's there but the Arc can't 'talk' to it.

4. The Power Sequence: As mentioned above, a clean start is best. Unplug the Arc and Sub. Plug the Arc in first, wait for a solid white light, then plug in the Sub.

If you have a slow router, definitely try that Ethernet cable into the Arc …. it stabilises the whole 'brain' of your home theater.

Let us know if that brings the bass back!"