New Arc issues

And again…new report 2077527545

Hi @Gibsy 

Welcome to the Sonos Community!

Your Arc appears to be rebooting because it detects a change in how it’s connecting to the network. It’s strange that the TV picture goes black, but presumably something to do with the TV detecting the change in status of the Arc.

Regarding connecting to your network, Sky Q boxes (which I presume you have) can cause many problems with Sonos as they do not allow the types of communication that Sonos depends on. I highly recommend that you permanently connect one of your Sonos products to the router with an ethernet cable. Any speaker will do - just don’t use the Lounge surrounds or Sub. Within a minute or two, the entire Sonos system (Moves and Roams excluded) will connect to it’s own private WiFi broadcasted by the wired Sonos unit.

This will make your Sonos system much more stable.

I also recommend you reboot your router by removing power for at least 30 seconds, and repeat this several times a year - let’s say quarterly.

I hope this helps.

Hi 

Thanks for the info. 
You are correct I have Sky Q but everything has been stable for 12 months or so.. I have a boost via Ethernet already…is that sufficient? Have you managed to look at the diagnostics? Thanks

Hi

Checked the ‘Boost’ and there was no activity on the ports at either end - Boost and Router. Reset it and activity is showing and ‘Boost’ is now showing again in the system. Will now monitor and report back. 

Well…since putting the ‘Boost’ back online all has been as stable as a rock 🤞🏻Thanks for all your help, wouldn’t have noticed the ‘Boost’ was offline without you mentioning it as the white light was on. 

Hi @Gibsy 

That’s fantastic! Good news!

As you have a couple of Moves, we can’t remove the WiFi credentials from your system as they will not connect via the Boost. However, if you start having problems again, please check Settings » System » About my System. Each speaker that isn’t a Move or surround should show WM:0 which means that unit is connecting to SonosNet. If they show WM:1, then they are connecting to WiFi, which you don’t want - check the Boost if you see the majority of your speakers on WM:1. Surround speakers will show WM:2

Unfortunately, there isn’t really a way to prevent your Moves from connecting to the Sky Q boxes, other than ethernet-wiring the Sky Qs and disabling their WiFi broadcasts, or you having another WiFi that they don’t rebroadcast, like a mesh, that has different credentials. Removing the Sky credentials from Sonos and adding the new ones would then prevent Sonos from connecting to the Sky Qs.

For now though, have a rest and enjoy the tunes! And, you are very welcome!