Hi everyone,Hoping someone from the community or Sonos team can help. I’ve spent hours trying to get this working and have hit a wall.My setup: Arc Ultra (connected via WiFi) 2 × Era 300 (set as surrounds) Sub + Sub 4 Everything appears correctly in the app. The Arc Ultra is connected to WiFi (not Ethernet), and I made sure WiFi is enabled. The Era 300s show up as left and right surrounds, and both subs are listed and bonded to the Arc room. I’ve increased surround and sub audio levels to max. I’ve also confirmed that I’m playing Dolby Atmos and 5.1 content (shows up as such in the Sonos app), using Apple TV 4K.The problem:I’m getting no sound whatsoever from the Era 300s or the subs. The only time I hear anything from them is the pairing chime during initial setup. After that, complete silence. This applies to both movies and music, regardless of source or settings.What I’ve already tried: Power cycling everything (multiple times) Removing and re-adding surrounds and subs Resetting all speakers and setting the system up from scratch Toggling surround and sub audio on/off in the app Verifying WiFi is active on the Arc Ultra Playing Atmos and 5.1 content from different sources Setting music playback to “Full” in Surround Audio settings To make things worse, Trueplay fails every single time I try to run it. It gets stuck during tuning and won’t complete, even after several attempts with different devices and room positions.The only setup that works flawlessly is in my bedroom, where I have a regular Arc, two IKEA Symfonisk speakers, and a Mini Sub. That setup gives me surround sound and sub response without issues.It’s honestly frustrating. This system wasn’t cheap, and it should be performing at a much higher level. I’ve followed every step I could find here and on Reddit, and I’m still stuck.If anyone can help walk me through additional steps or spot something I may have missed, I’d really appreciate it.Thanks in advance.

Contributor I

Answered

No Sound from Era 300s or Subs When Paired to Arc Ultra + Trueplay Doesn't work

Forum|Forum|1 year ago
August 17, 2025
25 replies
1010 views

Hi everyone,

Hoping someone from the community or Sonos team can help. I’ve spent hours trying to get this working and have hit a wall.

My setup:

Arc Ultra (connected via WiFi)
2 × Era 300 (set as surrounds)
Sub + Sub 4

Everything appears correctly in the app. The Arc Ultra is connected to WiFi (not Ethernet), and I made sure WiFi is enabled. The Era 300s show up as left and right surrounds, and both subs are listed and bonded to the Arc room. I’ve increased surround and sub audio levels to max. I’ve also confirmed that I’m playing Dolby Atmos and 5.1 content (shows up as such in the Sonos app), using Apple TV 4K.

The problem:
I’m getting no sound whatsoever from the Era 300s or the subs. The only time I hear anything from them is the pairing chime during initial setup. After that, complete silence. This applies to both movies and music, regardless of source or settings.

What I’ve already tried:

Power cycling everything (multiple times)
Removing and re-adding surrounds and subs
Resetting all speakers and setting the system up from scratch
Toggling surround and sub audio on/off in the app
Verifying WiFi is active on the Arc Ultra
Playing Atmos and 5.1 content from different sources
Setting music playback to “Full” in Surround Audio settings

To make things worse, Trueplay fails every single time I try to run it. It gets stuck during tuning and won’t complete, even after several attempts with different devices and room positions.

The only setup that works flawlessly is in my bedroom, where I have a regular Arc, two IKEA Symfonisk speakers, and a Mini Sub. That setup gives me surround sound and sub response without issues.

It’s honestly frustrating. This system wasn’t cheap, and it should be performing at a much higher level. I’ve followed every step I could find here and on Reddit, and I’m still stuck.

If anyone can help walk me through additional steps or spot something I may have missed, I’d really appreciate it.
Thanks in advance.

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Best answer by Corry P

Hi @davidporges

Welcome to the Sonos Community!

Sorry to hear of this issue you are having with getting audio from your Arc Ultra’s connected satellite speakers.

Looking at your recent diagnostics, I can confirm for you that the reason you hear no audio from them is because the regions do not match - you have speakers meant for 3 different regions. The WiFi regulations across these different regions, set to each speaker at the factory, are preventing them from communicating in the manner they prefer.

I can only apologise that this was not spotted before, when you called in - it should have been.

I recommend you get in touch with our technical support team who have tools at their disposal that will allow them to give you advice specific to your Sonos system and what it reports, and you ensure that they understand that this is indeed where the problem lies.

I hope this helps.

Mr. T

When you say “Power cycling everything (multiple times)” does that include rebooting your router?

There is potentially a known issue running Trueplay on the Arc Ultra with recent version of the app, so focus on getting the sound back on Sub/Surrounds first than attempting to run Trueplay.

Edit: Also check for updates within the app to see if there are any firmware updates available.

Mr. T

The current issue with Trueplay is confirmed here:

D

davidporgesAuthor

Contributor I

When you say “Power cycling everything (multiple times)” does that include rebooting your router?

There is potentially a known issue running Trueplay on the Arc Ultra with recent version of the app, so focus on getting the sound back on Sub/Surrounds first than attempting to run Trueplay.

Edit: Also check for updates within the app to see if there are any firmware updates available.

Thanks. I did reboot the router during the power cycle process, and I also checked for and installed all available firmware updates. So everything should be up to date.

I know there are known issues with Trueplay on the Arc Ultra, but what’s really concerning is that during the Trueplay attempt, I only hear the Arc Ultra firing. There’s absolutely no sound from the Era 300s or the subs during the tuning process, which makes me feel like the system isn’t routing audio to them at all.

I’ve already factory reset and re-paired the surrounds and subs multiple times. They show up correctly in the app every time, but I still get zero sound from them no matter what I try.

At this point I’m starting to wonder if something deeper is misconfigured or broken. Open to any other ideas.

Mr. T

I suggest you contact Sonos Support. A diagnostic from your system should evidence the reason why the Subs/Surrounds are silent.

Stanley_4

Grand Maestro

When you set the streaming surround mode to Full did you then stream (not from the TV) some music?

Have you tried just connecting the 300s (no Subs) and ch3cking TV and streaming sound?

Maybe just hook up the Sub 4, with and without the 300s to see what happens.

What generation is your old Sub?

https://support.sonos.com/en-us/article/set-up-your-sonos-sub

Arc Ultra: Compatible with two Sub 4s, Sub (Gen 3)s, or one of each.

D

davidporgesAuthor

Contributor I

When you set the streaming surround mode to Full did you then stream (not from the TV) some music?

Have you tried just connecting the 300s (no Subs) and ch3cking TV and streaming sound?

Maybe just hook up the Sub 4, with and without the 300s to see what happens.

What generation is your old Sub?

https://support.sonos.com/en-us/article/set-up-your-sonos-sub

Arc Ultra: Compatible with two Sub 4s, Sub (Gen 3)s, or one of each.

Thanks for the reply. Yes, I tested it with music playback (not from TV), and the streaming surround mode was set to Full. Still no sound from either the Era 300s or the subs when paired to the Arc Ultra.

The older Sub is Gen 3, but even the Sub 4 isn’t making any sound when connected to the Arc Ultra. They both appear in the app, but no audio comes through.

Just tested something else, I paired the Era 300s as a stereo pair and connected the Sub 4 to them, outside of the Arc Ultra setup. In that configuration, everything worked perfectly. The Era 300s and Sub 4 played music with no problem.

So the speakers themselves are fine, but something in the Arc Ultra setup seems to be blocking sound from reaching them.

Stanley_4

Grand Maestro

That is sounding more and more like an Ultra 5 gHz radio issue.

Best to hook everything up as you want it, then submit a diagnostic and CALL Sonos.

Probably don't have the Ethernet dongles for the 300s but you could try Ethernet to the Ultra and Subs and see if they connect. Leave wifi on, off disables the whole radio.

Amazon Basics Ethernet cables are cheap in long lengths, my 100" one is a real back saver!

D

davidporgesAuthor

Contributor I

That is sounding more and more like an Ultra 5 gHz radio issue.

Best to hook everything up as you want it, then submit a diagnostic and CALL Sonos.

Probably don't have the Ethernet dongles for the 300s but you could try Ethernet to the Ultra and Subs and see if they connect. Leave wifi on, off disables the whole radio.

Amazon Basics Ethernet cables are cheap in long lengths, my 100" one is a real back saver!

I already spent almost an hour with Sonos customer service and the issue is still not solved. They even had me try turning off the 5GHz as requested, but it still doesn’t work. At this point I’m really frustrated because I’ve tried everything and wasted hours on this already.

Pools-3015

Prodigy I

That is sounding more and more like an Ultra 5 gHz radio issue.

Best to hook everything up as you want it, then submit a diagnostic and CALL Sonos.

Probably don't have the Ethernet dongles for the 300s but you could try Ethernet to the Ultra and Subs and see if they connect. Leave wifi on, off disables the whole radio.

Amazon Basics Ethernet cables are cheap in long lengths, my 100" one is a real back saver!

I already spent almost an hour with Sonos customer service and the issue is still not solved. They even had me try turning off the 5GHz as requested, but it still doesn’t work. At this point I’m really frustrated because I’ve tried everything and wasted hours on this already.

You haven’t said if you tried a Ethernet cable from your router to the Ultra or Sub. I would do as @Stanley_4 suggested. If it works, you have to figure out how to permanently keep the Ultra connected.

Can you tell us about your network?

Are you using your ISPs router? Do you have any extenders on your network?

N

nik9669a

Senior Virtuoso

It’ll be a hassle, but if your Symfonisk’s are Gen 2 they’re compatible with the Ultra. Remove them as surrounds on your Arc and see if they’ll bond to the Ultra. If not, it adds to the likelihood the Ultra is faulty.

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