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kaylorsan
Contributor I
May 9, 2021
Answered

new Sonos arc. won’t power up

Brand new, out of the box Sonos Arc. Completely unresponsive. Forget about even trying to add it to my existing system; no lights even come on. I’ve tried various resets and ‘leave unplugged for 30 min’. Nothing works. 
 

Figured I’d try customer support. Oh, they don’t work on weekends. That’s crazy!

I’m a long time Sonos user (I still have a set of Sonos non-powered speakers that I use) and have had over 50 of their various units. I sing their praises to all of my friends. But no support on weekends; Sonos you disappoint me…

Anyone have any trouble shooting tips?  I have approximately 40 hours before Customer support is available.

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Xander P
Xander PAnswer
Retired Sonos Staff
May 10, 2021

Hi @kaylorsan, that does sound very frustrating - unfortunately it sounds like the Arc has a hardware fault preventing it from powering on. If possible, it would be great to test with an alternative power cable just to be sure, but in the event that there’s no change, I’d recommend reaching out to our Support Team via live chat or phone call to arrange a replacement.

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2 replies

Xander P
Xander PAnswer
Retired Sonos Staff
May 10, 2021

Hi @kaylorsan, that does sound very frustrating - unfortunately it sounds like the Arc has a hardware fault preventing it from powering on. If possible, it would be great to test with an alternative power cable just to be sure, but in the event that there’s no change, I’d recommend reaching out to our Support Team via live chat or phone call to arrange a replacement.

kaylorsanAuthor
Contributor I
May 12, 2021

I spoke with the Support team; a replacement is on its way to me and the defective one is on its way back. 

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