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So I recently (silly me) upgraded to the latest firmware -

Version 16.6 (build 83.1-61240)

Hardware Version 1.27.1.11-2.2

 

Ever since my arc would randomly reboot. It’s connected to a QN85B Samsung TV via eARC. When the problem occurs audio stops and the arc LED flashes white (booting) and then the TV switches back to eARC.

 

I discussed with Sonos support after sending diagnostics (diags aren’t very helpful, because they are only since last boot, so doesn’t catch the problem). They advised that it was because I’m running a piHole and blocking msmetrics.ws.sonos.com

 

I have selected in the Sonos app not to allow Usage Data Sharing, which is what this URL is for. But I guess it doesn’t care and keeps doing it, right? Hoorah for privacy…

 

I find it disturbing that even though I’ve opted out of usage data sharing, they still send it and if they can’t they will reboot themselves randomly.

 

Posting this here to save others time as I couldn’t find any hits on this issue. Hopefully someone from Sonos Development sees this and fixes their code to honour the users settings and not reboot themselves when they can’t phone home.

Hi ​@T1Modem 

Welcome to the Sonos Community!

Apologies - it is my opinion that you were given incorrect information.

I see no reason why blocking msmetrics.ws.sonos.com would result in your Arc rebooting in such a manner. I do recommend that you leave it whitelisted, however, as blocking it may result in unwanted behaviour in the Sonos app, specifically.

Did whitelisting actually fix the issue you were seeing? Has the Arc now stopped rebooting? Personally, I find it unlikely, but will be happy to have been proved wrong.

If you see the Arc reboot again, I recommend you get in touch with our technical support team to continue troubleshooting.

In regards to our not collecting Usage Data Sharing when the option is Off, please note the text in the app next to that option: “Turning this off will not stop Additional Usage Data sharing needed for Personalisation services, Sonos Radio, Voice Control, and Direct Control unless you also disable and/or stop using those services.” This implies that msmetrics.ws.sonos.com will be contacted even with this setting off - again, not that I think it responsible for the reported problem.

I hope this helps.

Unfortunately it is not quickly reproducible. I will need to be running it for hours to catch it. I will know more in the coming days and will update you.

Looking like that is what did it. Hasn’t rebooted since.

Hi ​@T1Modem 

Thanks for coming back and reporting your findings - I will see if I can replicate the issue (I already have Pi-Hole) and I will report this behaviour if I can.

Hi ​@T1Modem 

An update for you - after posting the above, I removed the whitelist entry in Pi-Hole for sonos.com, and at 12:44 (about 70 min later) I can see a query from my Arc Ultra to msmetrics.ws.sonos.com being blocked. A diagnostic from my system taken after this shows my Arc Ultra as having an uptime of 4 days.

So, I am unable to reproduce your reported issue. I will keep msmetrics.ws.sonos.com blocked for a while longer just to make sure, but I can only conclude that this alone was not making your Arc Ultra reboot itself.

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