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Sonos Sub keeps disconnecting from wired Beam 2 (5.1 setup)

  • 18 February 2022
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My setup is Beam (Gen 2), two Sonos One SL and Sub (Gen 3). Also have a Playbar with 2 Play:1 and Sub (Gen 2) in another room. 
 

I kept having the Sub (Gen 3) disconnection when on wireless mode so I switched to wiring the Beam and deleting the wireless network. The Beam is wired to a Linksys router extender. All the components, including the Playbar based 5.1 system now seem to connect through SonosNet. Everything shows WM:0. However, only the Gen 3 Sub keeps falling off to the “?” mark. It seems strange that only the newer sub keeps disconnecting when everything else works fine. In order to reconnect, I have to reboot the Sub and then it works fine for a few hours until the question mark shows up again on the app. Sucks to have to keep doing this every time plus I loose my tuning every single time it happens.

 

The Sub (Gen 3) is only about 3 or 4 feet away from the Beam 2. The Playbar system is a whole floor level away and works perfectly connected through the wired Beam (I am assuming this is the case as this is the only wired component and everything is at WM 0).

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Best answer by Ken_Griffiths 19 February 2022, 21:51

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38 replies

Mr. T
Userlevel 7

What makes you think that? I switched them around and it still happened. It was definitely a defective unit. 

NO disconnections since exchange to a new unit.

You never confirmed you swapped the subs around or what the outcome was.

If the Gen3 Sub disconnected when connected to your Living Room Playbar, whilst the Gen2 Sub remained connected in your Basement it would point towards an issue with the Gen3 Sub, rather than a connection issue in your basement. Therefore, potentially saving you the $200 you spent troubleshooting the issue.

Anyway, I am glad you now have a new unit and are no longer having issues. Happy listening.

S
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I meant, still having problems. Autocorrect.

As I have stated multiple times, I no longer have any extenders. Just the main router and a wired system. Only the Beam 2 is wired. The Sonos tech couldn’t not identify any major problems at this time but the Sub keeps dropping out. 

So perhaps go back to Sonos Support to see if they can assist you further - the Sub connects to its main bonded player (your Beam2 presumably) using a 5Ghz Ad-hoc connection - it does not connect directly to your network unless the Beam’s WiFi adapter has mistakenly been switched off - it maybe the case something is interfering with that 5Ghz signal between the two Sonos products.. often a reboot of the main player (Beam) will resolve such things… if not, then go back to Sonos Support.

So, wanted to give you an update. I ended up trying a few more things and gave up. Took Subwoofer back to the store and, thankfully, they took it back in exchange for a new unit. Came home, installed it, and haven’t had a problem in 3 days. Must have been a defective Sub after all. This has been a crazy and frustrating experience but happy that it seems to have been solved. I will let you know if I get to a week with no issues.


Could have got there a lot quicker if you’d swapped your subs around. 

What makes you think that? I switched them around and it still happened. It was definitely a defective unit. 

 

NO disconnections since exchange to a new unit.

Mr. T
Userlevel 7

I meant, still having problems. Autocorrect.

As I have stated multiple times, I no longer have any extenders. Just the main router and a wired system. Only the Beam 2 is wired. The Sonos tech couldn’t not identify any major problems at this time but the Sub keeps dropping out. 

So perhaps go back to Sonos Support to see if they can assist you further - the Sub connects to its main bonded player (your Beam2 presumably) using a 5Ghz Ad-hoc connection - it does not connect directly to your network unless the Beam’s WiFi adapter has mistakenly been switched off - it maybe the case something is interfering with that 5Ghz signal between the two Sonos products.. often a reboot of the main player (Beam) will resolve such things… if not, then go back to Sonos Support.

So, wanted to give you an update. I ended up trying a few more things and gave up. Took Subwoofer back to the store and, thankfully, they took it back in exchange for a new unit. Came home, installed it, and haven’t had a problem in 3 days. Must have been a defective Sub after all. This has been a crazy and frustrating experience but happy that it seems to have been solved. I will let you know if I get to a week with no issues.


Could have got there a lot quicker if you’d swapped your subs around. 

S
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I meant, still having problems. Autocorrect.

As I have stated multiple times, I no longer have any extenders. Just the main router and a wired system. Only the Beam 2 is wired. The Sonos tech couldn’t not identify any major problems at this time but the Sub keeps dropping out. 

So perhaps go back to Sonos Support to see if they can assist you further - the Sub connects to its main bonded player (your Beam2 presumably) using a 5Ghz Ad-hoc connection - it does not connect directly to your network unless the Beam’s WiFi adapter has mistakenly been switched off - it maybe the case something is interfering with that 5Ghz signal between the two Sonos products.. often a reboot of the main player (Beam) will resolve such things… if not, then go back to Sonos Support.

So, wanted to give you an update. I ended up trying a few more things and gave up. Took Subwoofer back to the store and, thankfully, they took it back in exchange for a new unit. Came home, installed it, and haven’t had a problem in 3 days. Must have been a defective Sub after all. This has been a crazy and frustrating experience but happy that it seems to have been solved. I will let you know if I get to a week with no issues.

S
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The diagnostic from the tech was able to identify that my Living Room Playbar had a Wi-Fi network in memory that somehow it was trying to connect to. This was a network that didn’t even longer existed in my house anymore. On any case, that seemed to be the culprit. I did a factory reset on the Playbar and everything was fixed. Almost 24 hours without a disconnections. The weird thing is that the Sub I am having trouble with was in the basement paired to the Beam.

 

Have you factory reset the Sub (gen3) and added it back to your system? 

Yes, more times than I can remember.

Mr. T
Userlevel 7

The diagnostic from the tech was able to identify that my Living Room Playbar had a Wi-Fi network in memory that somehow it was trying to connect to. This was a network that didn’t even longer existed in my house anymore. On any case, that seemed to be the culprit. I did a factory reset on the Playbar and everything was fixed. Almost 24 hours without a disconnections. The weird thing is that the Sub I am having trouble with was in the basement paired to the Beam.

 

Have you factory reset the Sub (gen3) and added it back to your system? 

Ken_Griffiths

I meant, still having problems. Autocorrect.

As I have stated multiple times, I no longer have any extenders. Just the main router and a wired system. Only the Beam 2 is wired. The Sonos tech couldn’t not identify any major problems at this time but the Sub keeps dropping out. 

So perhaps go back to Sonos Support to see if they can assist you further - the Sub connects to its main bonded player (your Beam2 presumably) using a 5Ghz Ad-hoc connection - it does not connect directly to your network unless the Beam’s WiFi adapter has mistakenly been switched off - it maybe the case something is interfering with that 5Ghz signal between the two Sonos products.. often a reboot of the main player (Beam) will resolve such things… if not, then go back to Sonos Support.

S
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I take it back, still haven’t problems.

What were the other ‘unresolved Sub reports’ that you were referring to in your earlier post  that you said were similar to yours and had been reported since a recent App update? -

I will read through them, just to see if anything else may come to mind. Can you post the links to those threads here please so we can see - (thanks)👍

Also what issues are you experiencing now, might it be related to your WiFi extenders. Can you outline how you have configured the wired/wireless network (particularly what SSID’s & channels are in use on each AP) and which Sonos devices are wired/wireless.

That said, you may find it easier perhaps to give Sonos Support another call.

I meant, still having problems. Autocorrect.

As I have stated multiple times, I no longer have any extenders. Just the main router and a wired system. Only the Beam 2 is wired. The Sonos tech couldn’t not identify any major problems at this time but the Sub keeps dropping out. 

Ken_Griffiths

I take it back, still haven’t problems.

What were the other ‘unresolved Sub reports’ that you were referring to in your earlier post  that you said were similar to yours and had been reported since a recent App update? -

I will read through them, just to see if anything else may come to mind. Can you post the links to those threads here please so we can see - (thanks)👍

Also what issues are you experiencing now, might it be related to your WiFi extenders. Can you outline how you have configured the wired/wireless network (particularly what SSID’s & channels are in use on each AP) and which Sonos devices are wired/wireless.

That said, you may find it easier perhaps to give Sonos Support another call.

S
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I take it back, still haven’t problems.

S
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Alright, I owe it to post the solution I found with the tech. Specially, given how strange the issue turned out to be.

The diagnostic from the tech was able to identify that my Living Room Playbar had a Wi-Fi network in memory that somehow it was trying to connect to. This was a network that didn’t even longer existed in my house anymore. On any case, that seemed to be the culprit. I did a factory reset on the Playbar and everything was fixed. Almost 24 hours without a disconnections. The weird thing is that the Sub I am having trouble with was in the basement paired to the Beam.

 

Anyway, this was it.
 

 

Ken_Griffiths

You are perhaps best to submit a Sonos diagnostic report (note it’s reference) and contact/chat to Sonos Support Staff and ask them to check your setup.

I have seen numerous threads on Sonos and other communities stating that this problem began after “some” update. A few other threads about this problem have been swept under the rug without resolution. I have spent more than $200 in the last week just to tried to eliminate all but my wired connections. Now everything is wired and still same problem. Why do I see so many people with this unresolved problem?? Is Sonos truly looking into this??

I can’t say I’ve seen the threads you mention on this matter …and it’s clear that one of your Subs is working okay in your Home setup - I assume you have tried swapping them over, as suggested earlier?

The Subs are each working okay here with the S2 App, so I don’t think it’s related to any recent App update.

I guess it’s going to be a case of seeing what the Sonos Support Staff can discover when you contact them.

S
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You are perhaps best to submit a Sonos diagnostic report (note it’s reference) and contact/chat to Sonos Support Staff and ask them to check your setup.

I have seen numerous threads on Sonos and other communities stating that this problem began after “some” update. A few other threads about this problem have been swept under the rug without resolution. I have spent more than $200 in the last week just to tried to eliminate all but my wired connections. Now everything is wired and still same problem. Why do I see so many people with this unresolved problem?? Is Sonos truly looking into this??

Ken_Griffiths

You are perhaps best to submit a Sonos diagnostic report (note it’s reference) and contact/chat to Sonos Support Staff and ask them to check your setup.

S
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Not fixed!!!! Omg

S
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I appreciate all of your help and support. Apologize for being so frustrated. Ultimately, not happy about what it took to fix the problem. Additional money and a lot of work. Hopefully, this is truly the fix.

S
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Thanks for the additional information 👍 ..in this case then, I would ‘temporarily’ wire the sub to the Beam as @John B suggested, and then submit a Sonos diagnostic report (note it’s reference) and contact/chat to Sonos Support Staff and ask them to check the WiFi radio adapter on the Sub - it’s also worth rebooting the Beam too, as that connects directly to the Sub in a bonded setup. Let’s see if the Staff can perhaps discover what the issue might be here.

I basically wired all my devices in the basement (TV, Gaming Consoles, PC, etc) and it seems like the problem stopped. A lot of work, but hopefully this took care of the issue.

Mr. T
Userlevel 7

If you swap your subs around, does the Sub (Gen 3) behave in the same manner with the Playbar, or does the issue move to the Sub (Gen 2) with Beam? 

Ken_Griffiths

Thanks for the additional information 👍 ..in this case then, I would ‘temporarily’ wire the sub to the Beam as @John B suggested, and then submit a Sonos diagnostic report (note it’s reference) and contact/chat to Sonos Support Staff and ask them to check the WiFi radio adapter on the Sub - it’s also worth rebooting the Beam too, as that connects directly to the Sub in a bonded setup. Let’s see if the Staff can perhaps discover what the issue might be here.

S
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When the question mark is ON the sub doesn’t work.

S
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Ok, so I went ahead and connected the Beam 2 directly to the main router. Took a lot of effort and extra money, but it is done. Only SonosNet running no wireless network “stored”.

THE SAME PROBLEM STILL OCCURS! I am beyond frustrated and I am, at this point, outside of my return period. I feel like getting rid of the whole Sonos system. Beyond frustrated at this point. Everything confirmed to WM:0.

In order to make it work I have to keep “finding the sub” every time it goes to “?”, disconnecting and connecting it, and then it comes back on for a random amount of time until it drops again!!! The sub is next to the beam. Couldn’t be any closer. And again, the other Playbar with its sub and surrounds are on a different level and has no problems!!

Hi @Shadowboricua,

When you lose the Sonos Sub and see the ‘?’ symbol in the Sonos App - is the Sub actually still playing the audio? If it is, then it ‘likely’ shows there is an SSDP discovery issue of the Sub by the controller device. Can you check if that is the case, when you see the ‘?’, try playing music audio or 5.1 TV audio to the Beam and see if the Sub is actually playing the .LFE channel audio.

If the Sub is working, then just go onto try these things…

Fully close (slide off screen) the Sonos App, power off the WiFi ‘extenders’ - check your mobile is then connected to your main router by toggling off/on the mobile network connection and reopen the Sonos App to see if the Sub is present and the ‘?’ symbol has disappeared. If it has, then it’s likely a WiFi ‘extender’ issue which may not always be allowing the SSDP multicast packets to discover your devices whilst the mobile device itself is connected to one of your WiFi extenders.

To sometimes resolve this issue, first of all just ensure your extenders are definitely all using the same SSID/Passwords and (importantly) the same WiFi channels and channel-widths as your main router WiFi - I recommend using a channel-width of 20MHz only for the 2.4Ghz band across all your devices.

If it still fails after checking those things are in place, then I will suggest you go back to my earlier post which provides you with the other alternative option and that is to put your WiFi extenders on a totally different SSID and channel that does not clash with either your router or SonosNet channels and to then ensure your mobile controller device only attaches to your router WiFi signal.

So in this somewhat ‘last-resort’ case, just as an example, (for demonstration purposes) your router might be put on put channel 6, SonosNet on channel 11 and you would need to then switch the extenders from channel 6 to channel 1, aswell as changing their broadcast SSID. Note: I would personally only do this if all fails in the earlier suggested setup and don’t forget to switch your mobile to connect to your router only.

Sadly, the issues you seem to be encountering here appear (at this stage, at least) to likely be related to your network setup and components, but these things are usually easy to resolve, but it just needs you to discover what network configuration may work best, as the extenders are not ‘officially’ a Sonos supported network setup.

I hope the information provided helps you to resolve the matter and I’m happy to try to answer any further questions you may have, going forward and to help you to try to resolve what I believe are possibly network configuration issues.

At this moment, I don’t have any extenders, routers, etc running. The Sonos Beam is wired to the main router. That’s it, nothing else. I am literally about to throw the Sub out the window. I am sorry, but this is how frustrated I am. Again, I repeat, no extenders, no Wi-Fi, just my main router from Verizon FIOS wired to the Beam 2. All components seem to be connected to the SonosNet. Arghh. About to sell it all.

Ken_Griffiths

Ok, so I went ahead and connected the Beam 2 directly to the main router. Took a lot of effort and extra money, but it is done. Only SonosNet running no wireless network “stored”.

THE SAME PROBLEM STILL OCCURS! I am beyond frustrated and I am, at this point, outside of my return period. I feel like getting rid of the whole Sonos system. Beyond frustrated at this point. Everything confirmed to WM:0.

In order to make it work I have to keep “finding the sub” every time it goes to “?”, disconnecting and connecting it, and then it comes back on for a random amount of time until it drops again!!! The sub is next to the beam. Couldn’t be any closer. And again, the other Playbar with its sub and surrounds are on a different level and has no problems!!

Hi @Shadowboricua,

When you lose the Sonos Sub and see the ‘?’ symbol in the Sonos App - is the Sub actually still playing the audio? If it is, then it ‘likely’ shows there is an SSDP discovery issue of the Sub by the controller device. Can you check if that is the case, when you see the ‘?’, try playing music audio or 5.1 TV audio to the Beam and see if the Sub is actually playing the .LFE channel audio.

If the Sub is working, then just go onto try these things…

Fully close (slide off screen) the Sonos App, power off the WiFi ‘extenders’ - check your mobile is then connected to your main router by toggling off/on the mobile network connection and reopen the Sonos App to see if the Sub is present and the ‘?’ symbol has disappeared. If it has, then it’s likely a WiFi ‘extender’ issue which may not always be allowing the SSDP multicast packets to discover your devices whilst the mobile device itself is connected to one of your WiFi extenders.

To sometimes resolve this issue, first of all just ensure your extenders are definitely all using the same SSID/Passwords and (importantly) the same WiFi channels and channel-widths as your main router WiFi - I recommend using a channel-width of 20MHz only for the 2.4Ghz band across all your devices.

If it still fails after checking those things are in place, then I will suggest you go back to my earlier post which provides you with the other alternative option and that is to put your WiFi extenders on a totally different SSID and channel that does not clash with either your router or SonosNet channels and to then ensure your mobile controller device only attaches to your router WiFi signal.

So in this somewhat ‘last-resort’ case, just as an example, (for demonstration purposes) your router might be put on put channel 6, SonosNet on channel 11 and you would need to then switch the extenders from channel 6 to channel 1, aswell as changing their broadcast SSID. Note: I would personally only do this if all fails in the earlier suggested setup and don’t forget to switch your mobile to connect to your router only.

Sadly, the issues you seem to be encountering here appear (at this stage, at least) to likely be related to your network setup and components, but these things are usually easy to resolve, but it just needs you to discover what network configuration may work best, as the extenders are not ‘officially’ a Sonos supported network setup.

I hope the information provided helps you to resolve the matter and I’m happy to try to answer any further questions you may have, going forward and to help you to try to resolve what I believe are possibly network configuration issues.

J

Purely as a troubleshooting experiment, please would you connect the Sub to the Beam by Ethernet cable. I can't remember if the Beam has one or two Ethernet ports - if it only has one then cable another Sonos device to the router to maintain SonosNet. Please let us know how this goes.

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