Contributor I

Sonos arc sound bar

4 replies
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Can anyone tell me why Sonos support refuses to support their product? I’ve had issues with the Sonos arc sound bar since the day I bought it. Vendor I purchased it through directed me to go through Sonos support, but they refused to support their own product. The arc sound bar refuses to maintain a network connection, I’m at a loss because now it won’t even factory reset so it’s a very large paperweight at this point

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Airgetlam

Not much detail to go on. Can you provide more information about how your Arc is connected to your LAN, what specific issues your system is experiencing, and maybe some details about the devices that the Arc is supposed to be playing, and your network?

Bruce

D

dcwiklinAuthor

Contributor I

Connected to TV via HDMI cable to ARC port and connected to network via Ethernet cable (have tried wireless connect to network although symptoms/issues are the same). Arc random has been disappearing from Sonos app/network orphaning the sub(gen 3) and 2 era100 surrounds linked to it on the same network. Until now, I have been able to reset the arc to factory and then configure the rest to link to it after, the problem that I run into is that the arc continues to fall off the network, but also after the factory reset immediately fails when an update is supplied to it from Sonos.

N

nik9669a

Senior Virtuoso

How long has this been happening?

A factory reset rarely helps - as you seem to be aware, though you say you keep doing it.

Next time it happens, generate a diagnostics report and contact Sonos. They may see details in the report to help address the issue.

If you factory reset, any data - including network settings and diagnostics data gets deleted.

D

dcwiklinAuthor

Contributor I

Unfortunately, I have reached out to Sonos support and they’ve hung up on me on phone calls and ended the support session online. Apparently they want nothing to do with this either. Very unfortunate as I am somewhat invested in Sonos with the GEN three sub and error 100 surround speakers at this point. I have not generated a diagnostic report in a bit, so I may have to refresh myself on that and hopefully get someone at Sonos support that is actually willing to do their job and support their product. Hopes are not high that they will have someone competent enough to support their product at this point.

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