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For the past month or so my Sonos Arc has been dropping out periodically while watching television.  I believe it is rebooting itself based on the white pulsing status light.  I have tried quite a few troubleshooting steps but have not been able to solve the problem.  It is occurring approximately every 45 - 60 minutes.  Using Sonos ARC, Sonos Sub Gen3, Vizio P75 television and AppleTV 4k.  So far I have tried the following.

  1. Factory reset of soundbar
  2. Two different new HDMI calbes
  3. Plugging soundbar into different power outlet
  4. Changing CEC setting on Vizio television to ARC Only
  5. Rebooted Apple TV

Any other recommendations?

If you think it might be rebooting, I’d certainly check to see that it has adequate airflow around it, and isn’t ’buried’ by other things.

I would also recommend that you 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, 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. I’d think that there would be information about this potential rebooting. 

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.

Here are the status light notifications. Note that a WiFi reconnect can also result in a flashing white.

Further note that a Factory Reset will erase the diagnostic data.

I have done further troubleshooting and believe I have the problem isolated to an ethernet issue.  I disconnected the ethernet connection and switched to Wifi for the past week and had no issues.  Today I reconnected the ethernet connection and the problem reoccured within an hour.  This is strange since I have had the ARC connected via ethernet to the same switch with the same cable since I purchased it a couple years ago.  I may eventually try replacing my switch, however for now I will just continue using Wifi.

Certainly seems unusual. What did Support say, when you called in?

When I called in they had me upload diagnostics and recommended I switch to a different power outlet.  I tried this, but it yielded no difference 

Interesting. Not sure I understand why Ethernet or WiFi would be significantly different, but I’m happy you’ve identified something that may be the cause. I’m also wondering if there is a nascent issue that the Support person didn’t understand. 
 

As far as I’m aware (not a bunch), there is no connection between a ‘connection’ for data and any power settings. Fortunately, 99% of the reason you would need a data connection to an Arc is the updates, and most actual data to it is via HDMI ARC, and not Ethernet. Of course, that is different if you use it to stream music, but still…the purpose of an Arc is to connect it to a TV. 

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