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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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T

Tarrantino

Contributor I

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?

L

Linc3434

Lyricist I

I have been suffering from the same SUB/AMP disconnection issue. Very frustrating. I just finished up a call with Sonos support and was told that if you are specifically pairing the SUB with an AMP, “the SUB has to be within 10 feet of the AMP for them to talk to each other properly”. That was a direct quote from the support representative. I explained to him that my actual speakers are 30 feet away in the next room so I put the sub in that room so you can hear the base in the same room as the music thinking it would work. He said it will not. Frankly, I’m a little shocked that they do not disclaim this serious flaw when they are selling the AMP. Sending all of my new products back and will revert to the old S1 system until Sonos addresses this issue. Hope others have found better results.

106rallye

The Sub uses a wireless 5ghz connection to the Amp. 5Ghz is a high speed connection, but is more sensitive to interference. I can understand placing the Sub in another physical room (maybe even separated by a wall?) than the Amp can lead to problems.

I can understand your frustration, but do find your use case a little specific. If you have a more specific use case, I would expect a customer to read up on the possible problems to expect. The use of a dedicated 5Ghz link between Amp and Sub, and so the possible problems this would pose to your use case is one of the things you’d have known about.

Have you spoken to Sonos about connecting the Sub in a wired configuration like this:

Seeing your remark about disclamers. I think you expect too much. If Sonos would disclaim this, what specific use cases would they have to disclaim further?

Since in your use case Sonos might not be an option, it is good there’s a return policy.

F

Faulkkev

Lyricist III

I am still having the issue it started in spring. I have arc,beam and two subs. The sound bar and sub pairs are on different floors. When the issue happens both subs go offline together every time. They may or may not be connected to same WiFi access point as I have more than one. The sound bar subs are a few feet away from sound bar. The only way I can fix it is by rebooting the sound bars. I am struggling to believe this is WiFi related, nothing else in my house including 7 other sonos speakers have issues.

Airgetlam

Might not be WiFi, could be network, though.

Bruce

D

dunkball25

Lyricist I

I’ve been having the same issue for the last four or five months. Constant disconnects w/ the ? in the app next to my surround speakers. This all requires me to remove my sub from the “room”, unplug my Beam and restart it, then add back the sub. It’s absolutely ridiculous. It worked for 2 years, nothing in my house changed at all...yet here we are. So frustrated and there isn’t a fix in site in all of my research.

Ken_Griffiths

I’ve been having the same issue for the last four or five months. Constant disconnects w/ the ? in the app next to my surround speakers. This all requires me to remove my sub from the “room”, unplug my Beam and restart it, then add back the sub. It’s absolutely ridiculous. It worked for 2 years, nothing in my house changed at all...yet here we are. So frustrated and there isn’t a fix in site in all of my research.

Have you tried moving the sub closer to the Beam (if your room allows - even just as a temporary measure) and/or perhaps powering the Beam off for a few minutes and back on again to see if that may resolve the issue?

D

dunkball25

Lyricist I

I’ve been having the same issue for the last four or five months. Constant disconnects w/ the ? in the app next to my surround speakers. This all requires me to remove my sub from the “room”, unplug my Beam and restart it, then add back the sub. It’s absolutely ridiculous. It worked for 2 years, nothing in my house changed at all...yet here we are. So frustrated and there isn’t a fix in site in all of my research.

Have you tried moving the sub closer to the Beam (if your room allows - even just as a temporary measure) and/or perhaps powering the Beam off for a few minutes and back on again to see if that may resolve the issue?

It’s literally 4 feet away - and the light just starts flashing on the back if I power it off and back on again. I have to fully go through the pair process each time w/ the Sub.

buzz

Grand Maestro

Falukkevv,

Which versions of SUB(s) are you using?

Ken_Griffiths

It’s literally 4 feet away - and the light just starts flashing on the back if I power it off and back on again. I have to fully go through the pair process each time w/ the Sub.

Obviously the Sub connects directly to the Beam itself using an ad-hoc 5GHz wireless connection, so powering off/on the Beam is always a worthwhile option and perhaps just check nothing else is around the Beam/Sub that is likely to cause any wireless interference - it’s always good to have the products a metre away from other wireless devices (where practicable) and not have any wireless access points near to them, maybe even consider putting other nearby devices on the 2.4Ghz band if you think that may reduce interference.

The Beam itself needs a good 2.4Ghz connection, or wired connection, back to the router too, so if running the Beam on WiFi, I would suggest using a non-overlapping WiFi channel such as ch.1, 6 or 11 on the router, and if the router allows, also set the 2.4Ghz band to use a channel-width of 20MHz only and see if that then improves things for you.

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