H9w does the Arc do in the other room?

moved the arc to my office which uses the sonos optical to hdmi adapter (iMac).  Tested it for an hour so far no reboots yet when testing audio from Mac through adapter to hdmi. Also had 2x100s and sub mini connected to the Arc. Will test it with music for several hours tomorrow. I can also test it on a different eArc TV although my first Arc Ultra rebooted even when not connected to a tv at all so will see. 

It always pays to check the silly things, such as the power cord not fully inserted into the unit. A halfway inserted cord could stop making connection as temperature changes or the cord is physically stressed.

Recently, a friend reported that a very old soldering station had failed. On inspection I agreed, however, if I twisted the power cord near its moulded power plug a certain way the unit would operate. Cutting off and replacing the plug restored the 1970’s unit to good as new.

Replacement Arc Ultra that was moved to my office just rebooted. Submitted diagnostics and about to open a new support case. 

They had me disconnect the sonos optical > hdmi adapter and wait for it to reboot.  Did that and after about an hour it rebooted again just playing sonos music via app.  back to support

I’m sorry, but I’m convinced its has something to do with the power into your home at this point.  I mean, you could try a 3rd ARC to be sure.  If a 3rd one also reboots than that would remove all doubt and it’s not a problem with ARC’s.  

I have been researching this pretty thoroughly.  I think the issue is actually network related. 

I have 3 rooms with Sonos gear. 

Room 1 has Arc ultra, 2x100s, sub 4,

Room 2 Beam2, 2x100s, sub mini

Room 3 AMP

I had the “main” speaker in each room connected to ethernet (Arc, Beam, Amp) with the rest connected to wifi. I have found that the recommendation is to either have all Sonos speakers/Amp connected to ethernet or none connected to ethernet (all on wifi). I think what was possibly happening is that there was a network issue (loop?) and the Arc was flipping from ethernet to wifi. This network change on the Arc appears to cause what looks like a reboot (white flashing light, and TV disconnects from Arc, music stops playing on Arc). Cant confirm this for sure as I am waiting on the next Arc.

Interestingly, I sent numerous diagnostic files to support when the issue happened but they didnt seem to indicate a network error or issue.  I didnt at the time think to ask if the network configuration could have been the source of the issues, but they also didnt ask any network related questions. 

I have since changed the Beam and Amp over to wireless and unplugged the ethernet cable to them. FWIW the beam has not ever rebooted AFAIK. 

unfortunately does not appear to be network related, at least not the way I was hoping?  All sonos gear on wifi now.  Arc ultra still has reconnect/reboot issue.  Found other people with the same issue with Arc Ultras.  My Beam2 doesnt have this issue. Hoping they provide a software update to fix at some point. 

Speaking of software…have you updated your device, the Sonos App and the your system?

Yep, everything is up to date. 

Hi there,

Another user here now also affected by random reboots only on the Arc Ultra and none of the other speakers.

It began today. The only thing that I did was late last night, I updated my system. I had “Update Automatically” turned off for a while, however I have been having issues with my Beam volume slider not being present in the Sonos app randomly and needing a reboot to reappear, which got annoying, so I decided to update the system last night.

My Arc Ultra is now running 17.3 (build 90.0-68140). I do not know if it’s possible to find the previous version I had running yesterday when the issue did not occur.
 

So in my eyes, this seems to only be software related as my only contributing factor was a manual update. It would also make sense to be software if you’re seeing it happen with your replacement as well.

On the phone with support now, as it is happening very randomly all day and it is very annoying to watch anything and have it cut sound for a couple minutes. Probably going to reset it, but I suspect that might not be the solution.

Will keep you updated, please do the same.

Have not figured out a pattern yet.  My ultra is on the same software version as yours.  My initial ultra which was only a few months old started disconnecting/restarting so tried a bunch of things with support, ended up issuing an RMA for that one.  Replacement unit came and it started doing the same thing.  Worked with support again and they RMA’ed that one.  Now on 3rd Arc Ultra and it still disconnects/restarts.  No other sonos speakers that I have are having this issue. All I can think to do is hope they issue some sort of software update to correct the issue. The support personnel I worked with were not very technical and didnt seem to get much data from the diagnostics which was a bit surprising.

It does make me wonder if the issue isn’t with the Arc Ultra, but at least in some cases, an issue with the data stream coming from the TV set. But then, I don’t have access to the data in the Sonos diagnostic, just the posts (mostly) in this thread. Although it’s challenging to believe that Sonos would go through the large expense of an RMA if they didn’t see something odd going on. I’m truly sorry folks are experiencing this, either way. I’m certainly not experiencing it on either of my Arcs, I wonder what the difference is, different chips or different software? 

Regarding Sonos approving multiple RMAs for the Arc Ultra it could very well be a case wherein the issue can’t be identified in a diagnostic. The alternative is to bring the unit(s) in for bench tests.

By re-creating certain suspected conditions, they may have a better chance to identify the issue. Obviously, from what I have discerned from the community the issue isn’t widespread but random to particular units and/or builds. 

To that end if there is a fix (short of a massive recall) a targeted patch might be pushed out that will only adhere to units with a certain “X” factor. Of course, every unit would receive the patch under the generic heading of “bug fixes and improvements”. Then on the other hand Sonos could be totally transparent and state that only particular units will be affected by the patch that have been identified as having random reboots. 

Of course, all I have said is pure speculation.

I initially thought the issue could be coming from the TV via eArc as well so I unplugged the Arc from the tv, reset it and only connected it to power and wifi. It was not connected to the tv at all.  Was connected to a different outlet altogether and even used a different power cord off another Sonos speaker. I streamed music from the Arc itself with nothing connected to it and it still reset/rebooted after a period of time. 

Did you test it on a UPS to eliminate upstream (of the house) power issues?

Any high powered radio systems, HAM or the like near you?

Weather or airport radar dishes?

I could not be more adamant of it being a software related issue with potential hardware impacts (at least for my case). While possible it may have uncovered an issue due to hardware, it couldn’t be more apparent that the manual system update was the invoking factor that revealed the issue for me.

I had disabled automatic updates mainly for this exact fear for so long, with my only reason of updating last night being my beam volume slider annoyingly disappearing randomly for so long and I got sick of it. But my gosh, this issue is so much worse. Spending our anniversary tonight watching the 3 final episodes of a show my partner and I have been so invested and immersed in, just to have it reboot 4 times, each time the sound cutting to silence for 5 seconds, switch to TV speakers for roughly a solid minute, followed by another 5 second silent cutout then back to Sonos, was so devastating, especially in such crucial moments of the plot.

Also spent about 2 hours and 30 minutes on the phone with technical support today looking for any solution or possibility of downgrading. After going as far as factory resetting my entire system on all 9 Sonos devices, still nothing, nor is it possible to downgrade. Then was told my Arc Ultra being some months past the warranty led me to being offered only a 30% discount to purchase a new Arc Ultra. A very frustrating response knowing how none of this would’ve happened if I didn’t update the system for software they pushed out nor my eight other Sonos products in my apartment working post-update flawlessly without a reboot. Hoping the RMA exemption is approved though, for any possibility for resolution.

All in all, the only factor that could have caused this issue for me was allowing an to update the Sonos system last night, specifically the Arc Ultra update to 17.3 (build 90.0-68140). Perfect before that, and now a $1k movie night buzzkill. I wish I wrote down my previous version before upgrading to give comparison/insight of what the cause is.

Hoping for any new findings or resolutions. Please keep us updated of any, as I will the same. Nearly tempted to consider beta software for any possible remedy at this point. Just one day with it like this was unbearable, personally.

I feel you. I wouldnt worry about an RMA as that has not helped in my case. I would like for Sonos to work on a resolution but not sure how to best get them to do that without spending more hours on the phone.  Previous calls havent seemed to produce any positive results. 

None of that near me.  I do have a whole house surge protector. i work from home and have multiple UPS and other devices that would beep on the slightest power issue. Power is solid here.  The arc never loses power.