Sonos Arc switches to TV speaker

Hi @jmb0501, Thank you for reaching out and welcome to the community. Sorry to hear about this issue with your Sonos Arc and TV. For us to see the current status of your Sonos system, I’ll ask you to submit a diagnostic report to investigate further what could be causing this issue. You may reply to the thread with the confirmation number to assist you with this issue. 

Let us know what you have in mind with the advice above.

The Sonos community is always here to help. 
 

Hi Simon B, I’m new to the community and Sonos. I would like to submit a diagnostic report but where do I find the confirmation number?

Confirmation number 1149104540

Hi @jmb0501, thanks for the update and for sending a diagnostic report of your Sonos system. Upon checking, it shows that the Sonos Arc is offline, Kindly try to do a power cycle on it, Unplug it for 1-2 minutes from the power source and replug it back in. same with the HSMI Arc cable, unplug it from the Sonos Arc and the TV and replug it back in. 

Let us know what you have in mind with the advice above.

The Sonos community is always here to help.

Hi Simon B, I’ve completed the power cycle and the same with the HDMI cable on the ARC. Everything appears to be working. I’m getting a steady white light. This is the recent confirmation number 849193827

Thanks!

Hi @jmb0501, thanks for the update and for sending a diagnostic report of your Sonos system. Upon checking the diagnostic report. It shows that It is still offline. It’s possible that the diagnostic was taken when it’s still not turned off. But if it already works fine. That’s great!.

If you have any questions or run into any other issues, please do not hesitate to contact us. We are always happy to assist you.  
The Sonos community is always here to help.

Hi Simon B,  I’m a little concerned that the report shows offline. The diagnostic report was taken with the system on. Sound was coming from the ARC. When switching to Sonos Radio, I was getting music from the various radio stations which would indicate to me that I am online. Is there an easy way to see if I’m on line and what wifi network?  Please be aware that as far as I know I am using the Sonos Boost for the wifi network.

Again, thank you,

Jim

Hi @jmb0501, thanks for the update, I apologize for the mistake. I checked back the diagnostic result, and the Sonos Arc is online. But the two Sonos One SL’s are not getting any connection. Kindly try to power cycle or unplug it from the power source for 1-2 minutes and plug it back in. and run another diagnostic so we can check if all speakers will be connected. 

Let us know what you have in mind with the advice above.

The Sonos community is always here to help.

Hi Simon B, I hate to be a pain in the a** but now I have no sound coming from my ARC or my two One SL speakers. I don’t believe I’m connecting to my Boost network. The Sonos app under network indicates that I’m using my router network and not my Sonos boost network. Also, on my Iphone I do not see the Sonos boost network in the wifi setting; I only see the router network. As far as I know, the Sonos devices should be on the boost network.

I did power cycle the two One SL’s. 

I think the reason I’m not getting any sound from my system is that I’m not connecting to the Sonos boost network. I’m not sure why I’m not recognizing the Sonos boost network and whether it’s my Iphone setup or the Sonos setup? 

The new confirmation number is 335731773

Please help!

Have a great weekend and thanks,

Jim