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Hello,

I recently purshased used Sonos system (Port, Arc, Sub and  2 x One SL), I was able to Factory Reset the port and installing it throw the Sonos mobile app in my iPhone.

But when I started pairing the other devices (Arc, Sub and  2 x One SL) the app detects the devices and start the setup but after few seconds I get the following message “Your mobile device couldn't connect to your Sub. Make sure the Sub is connected to power.”

 

So I click continue and I get this:

 

Knowing that all my devices are connected to same Network and Router and I tried to restart my router and powering up device by device with factory reset and everyting.

Any help please?

You say you are trying to “pair” the other devices.  Are you using “Add Product” for this?

The Sub cannot be used with the Port, so maybe if you first added another product before the Sub this may help.  It’s what I would try first, if only to eliminate this as a possible issue.

You say you are trying to “pair” the other devices.  Are you using “Add Product” for this?

The Sub cannot be used with the Port, so maybe if you first added another product before the Sub this may help.  It’s what I would try first, if only to eliminate this as a possible issue.

Thank you John for your reply, yes I was using the “Add Product” within the mobile app.

So what you advice is to switch off port or remove it from my system and add Sub and Arc first?

There is no need to remove the Port.  Add the Arc next and then try the Sub.  I am not sure this will resolve the problem, but it wouldn’t surprise me if the system didn’t like adding a Sub when there was nothing it could be paired with in the system.  If that doesn’t help, we think again.

 

There is no need to remove the Port.  Add the Arc next and then try the Sub.  I am not sure this will resolve the problem, but it wouldn’t surprise me if the system didn’t like adding a Sub when there was nothing it could be paired with in the system.  If that doesn’t help, we think again.

Thank you, I will try that and update here.

OK.  Also make sure you have factory reset all the Sonos products using the methods given here:

https://support.sonos.com/en-us/article/reset-your-sonos-product

 

Hi again,

After several attempts to resolve my issue, I finally figured out what was causing the problem!

It turns out the Arc and Sub were connected to my router through a network switch, and that was the culprit. Once I bypassed the switch and connected them directly to my router (with the Wi-Fi hotspot), the entire setup went smoothly without any hiccups.

If anyone else is facing similar issues, I’d suggest checking your network setup and avoiding switches that might interfere with the connection.

Hope this helps someone!

 

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