Never had a problem in years but my surround sound stopped working
Using playbar with two play:1 speakers
done factory reset on all devices.
can see the speakers individually in the app when not linked as surround sound but as soon as I add them as surround sound the two play:1 speakers disappear and say not connected in the app.
Best answer by Airgetlam
That seems odd ;)
Have you, by any chance, turned off the radio on the PLAYBAR because you’ve connected it via Ethernet? The surrounds use that radio signal to connect to the PLAYBAR. Both the PLAYBAR and the PLAY:1s need to have their WiFi/radio turned on.
If not, I’d be tempted to 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, their lawyers get sensitive about GDPR. There’s always the possibility of a WiFi failure.
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.
That seems odd ;)
Have you, by any chance, turned off the radio on the PLAYBAR because you’ve connected it via Ethernet? The surrounds use that radio signal to connect to the PLAYBAR. Both the PLAYBAR and the PLAY:1s need to have their WiFi/radio turned on.
If not, I’d be tempted to 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, their lawyers get sensitive about GDPR. There’s always the possibility of a WiFi failure.
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.
A bit late for you, but for others, the factory reset is not helpful, it usually makes things more difficult. Save it for after you contact support.
If you haven't disabled the radio for connecting the surrounds (as above) you could see if it is an issue with cached networking information. Once set up as surrounds, power down all Sonos, not just the problem ones, reboot router and controller, then power the Sonos back up.
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