Skip to main content
jmillsatx
Contributor I
December 28, 2024
Answered

Sonos Arc dropping and unpairing consistently

My sonos arc routinely will drop sinal/sound. When watching TV, it will routinely drop the sound and go silent. After a few seconds of silence, my TV then reverts back to TV sound while the Sonos arc will flash white and then reboot itself and eventually return. The whole process takes about a min to reboot and is very annoying when watching a show with dialogue or a game. When I pair the arc with my Move to listen to music, it will routinely unpair and leave the move as the only device playing or derail the whole system, shut the music off and make me go back into the app to restart the music. Doubly annoying when I’m listening to a playlist and essentially have to reshuffle. Any help would be greatly appreciated. There have been no network changes since I installed this about a year ago.

This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.
Airgetlam
AirgetlamAnswer
December 28, 2024

You may not have made any network changes, but that doesn’t mean that changes haven’t been made internally, with updates to your router’s firmware, or an impact from external wifi interference.

There are a couple of possibilities that come to mind, that might cause your device to be rebooting, which is a guess, based on your post. While it could be a network issue, it also could possibly a heat related issue, or an issue with your TV sending a ‘bad’ signal that the Sonos isn’t able to interpret. 

I would recommend that you submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it. But don’t post the resulting diagnostic number here, they get sensitive about GDPR.

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.

Bruce
View in thread

2 replies

Airgetlam
AirgetlamAnswer
December 28, 2024

You may not have made any network changes, but that doesn’t mean that changes haven’t been made internally, with updates to your router’s firmware, or an impact from external wifi interference.

There are a couple of possibilities that come to mind, that might cause your device to be rebooting, which is a guess, based on your post. While it could be a network issue, it also could possibly a heat related issue, or an issue with your TV sending a ‘bad’ signal that the Sonos isn’t able to interpret. 

I would recommend that you submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it. But don’t post the resulting diagnostic number here, they get sensitive about GDPR.

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.

Bruce
Stanley_4
Stanley_4
Grand Maestro
December 28, 2024

Have you fully inserted the power cord into the Arc?

Many folks have been afraid to push hard enough to fully seat it.

 

Terms & ConditionsAccessibility statement