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

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37 replies

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
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I connected the Arc via ethernet now. Let’s hope this will fix the issue...

C

I have the same issue was fine for about 10 months. Issue started thought it was my wifi. I have the fastest wifi with Verizon. I have 2 extenders. No other device in my house disconnects. Only the Sonos subwoofer. I am very frustrated. I have an arc 2 ones and a subwoofer. I have the same system 2 places and sub is the problem in both spots.

M

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

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
L

Having the same problem. In the Sonos app, I went to system, networks, manage networks and removed my old network SSID. That seems to have worked temporarily at least. Not sure how long it will last. 

M

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.

Airgetlam

Not all influences that cause wifi interference come from inside your network, or even within your home. 

Bruce
T

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. 

Do you have Sky Q?

F

Falukkevv,

Which versions of SUB(s) are you using? 

I have a gen 1 with arc and gen 2 with the beam. I am super frustrated as this didn’t start until 4-5 months ago and none of my speakers have issues but the soundbar and subs. What I find even more odd is mine always fail together both subs never one or other. Also they are on different WiFi access points. Everything in my house WiFi works fine just the two soundbar and subs have to this issue.  As matter of fact average WiFi connection in my house for 2.4 and for 5ghz is mid upper 90’s % range per my WiFi vendor app. 
 

if I had other issues I would agree it was network or WiFi related but I don’t think that is case. Sonos needs to read boards and help us with diag or log from speaker as there is something I believe showed up 5 months give or take with an update. Before that both worked like a champ. 

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