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Sub keeps disconnecting from Arc (resulting in "?" in the app)

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I have added a new Arc and Sub to my system. The Arc is working fine (like the Playbar before it), but the Sub keeps disconnecting - in the app I then see “Arc +?”.

The Sub is about 1 m from the Arc and around 5 m from the access point. I cannot imagine that the WiFi signal might be too weak, so I have no idea why the Sub keeps disconnecting.

When the Sub is disconnected, sometimes the app asks me if I want to add the sub to the WiFi network, but this usually doesn’t work. The only thing that helps is either rebooting the access point, or unplugging the Sub. Unfortunately, the disconnect happens every 1-2 days, so this is not a solution.

What can I do?

Diagnostics: 1923053313

Many thanks in advance!

Markus

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AirgetlamAnswer

Note that the SUB connects to the Arc, rather than the signal from your router. It uses a 5Ghz channel, so it may be worth looking at making sure that the radio/wifi is still turned on on your Arc in the Sonos controler’s room settings, and that there aren’t any potential sources of wifi interference that might impact the 5Ghz signal.

The ? is an indication that the SUB isn’t properly connecting, so there’s other things beyond the previous paragraph, and the suggestions from @GuitarSuperstar has provided. It might be worth refreshing your network, too, by rebooting your router.

And I concur with the concern about the access point, in general Sonos doesn’t like those types of things, and most often recommend a wired network setup, where one Sonos device (not a surround or SUB) is wired to the root device of the router. Access points frequently split up networks, and make it hard for Sonos devices to communicate across the split, even though they frequently have the same SSID and password.

Bruce

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Ken_Griffiths

Hi. I too recently started having this problem with an Arc and Sub. It’s been working fine for months and suddenly this has started happening. I’ve changed nothing.

I have factory reset the sub and reconnected it. It worked for a day and now the ? appears in the app.

Do you know if the Sub is still working, even when you see the ? in the App - can you try playing music audio or a 5.1 TV audio source just to see if outputs the .LFE channel. Also what is its status LED showing (assuming you have left it enabled in the HT Room Settings)?

N

Newcort0

Lyricist I

I’ve been experiencing this same issue recently as well. The only (temporary) fix I have found is rebooting or resetting the Arc and Sub. Didn’t have this issue before. I suspect it’s a software issue.

Airgetlam

I suspect you have a network issue, either wifi interference inthe 5Ghz range, which the Sub connects to the Arc on, or less likely, but still possible, a duplicate IP address issue in your router.

If it were a software issue, there would be thousands of posts.

Bruce

M

msbc

Lyricist I

I suspect you have a network issue, either wifi interference inthe 5Ghz range, which the Sub connects to the Arc on, or less likely, but still possible, a duplicate IP address issue in your router.

If it were a software issue, there would be thousands of posts.

Why do you say it uses a 5GHz channel when the Sonos app lets you choose the channel and only 1,6 and 11 are available - no 5GHz channels?

Airgetlam

Because that’s the channel that Sonos has set up for all sound bars they make to communicate with Surrounds, and Subs. It’s a shorter distance frequency, and since all devices should be in the same room, there’s no issues.

The channel you choose in the controller is for ‘normal’ speakers, including the sound bars, to connect to the router. Surrounds are not ‘normal’ in that setup, since they are bonded to the sound bar. Note, however, that this decision was taken years and years ago, when the PLAYBAR was released. It simply hasn’t changed since that time, for better or worse. I suspect at time of development, there was no expectation that eventually you’d be able to use the 5Ghz channels for ‘normal’ connections, but that’s just a guess.

Bruce

M

Me.peterson

Lyricist II

I’ve been experiencing this same issue recently as well. The only (temporary) fix I have found is rebooting or resetting the Arc and Sub. Didn’t have this issue before. I suspect it’s a software issue.

I have exact same issue

Ken_Griffiths

I’ve been experiencing this same issue recently as well. The only (temporary) fix I have found is rebooting or resetting the Arc and Sub. Didn’t have this issue before. I suspect it’s a software issue.

I have exact same issue

As mentioned earlier in the thread, a Sub, when bonded to a player, uses an ad-hoc 5Ghz wireless connection ‘direct’ to that player… so I would check the wireless adapter is switched ‘on’ on that controlling device and reboot the player to re-negotiate their connection.

If the problem persists, perhaps move the Sub closer to the main player, or check to see if anything is perhaps getting in the way of that ‘direct’ connection - baby monitors, other wireless devices walls, beams, etc; can often interfere with the connection, just as examples.

M

Me.peterson

Lyricist II

I fixed the problem of the ? By going to support and hitting “Find Missing Products”

this was all after resetting the Sonos devices and the router dozens of times. Once you pair the Arc and sub again, unsuccessful probably, then go the Support/Find Products route

M

Me.peterson

Lyricist II

Ignore my message above. The same thing keeps happening over and over again. The sub will not stay connected to the Arc. I would absolutely not recommend Sonosto anyone. This is the most expensive pile of sh*t I have ever purchased. Stick with Bose.

Ken_Griffiths

Ignore my message above. The same thing keeps happening over and over again. The sub will not stay connected to the Arc. I would absolutely not recommend Sonosto anyone. This is the most expensive pile of sh*t I have ever purchased. Stick with Bose.

Sorry to hear that news, It may be best if you can submit a system diagnostic report (whilst the sub is showing in the Sonos App) and post its reference back here and then contact Sonos Support Staff via this LINK

Hope the matter gets resolved soon.

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