Contributor I

Question

SUB setup error

21 replies
3074 views

Impossible to connect my sub. I tried all the factory resets, restarting routers, and so on..

First it tells me “Added a sub to your playbar”, and then, when preparing the speakers in this room to work together, it always gives me sub setup problem… Everything is powered and well within router range. I even changed the time and date to the correct setting…

My entire system and all products are up to date.

It eventually goes to Audio Setup Problem (“your products can be tuned later in the settings from this room”)...When I go to the room afterwards, the only thing I can do is remove the sub. It shows as a ?, and I cannot set it up later.

The system always used to work. After coming home one day, the sub for some reason wasn’t connected anymore, and now does not allow to be reconnected.

Sonos is nice when it works, but the amount of times it makes your blood boil is making this system less and less worth it!!

Sonos Sub

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Kyle A

Retired Sonos Staff

Hi @mathieuroegiers, thank you for reaching out and getting our attention to this.

We understand the frustration and we want to help. Thank you as well for taking the time to troubleshoot this.

Before we move forward with troubleshooting. I would like to take a look at your Sonos system first.

Please take a diagnostic from the Sonos app and post the confirmation here. Setting > Help & Tips > Submit Diagnostic.

It will give us clues on what’s happening internally in the Sonos system.

If you have other concerns, feel free to reach out.

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mathieuroegiersAuthor

Contributor I

It appeared and I connected/registered the sub to my account. It worked for 2 minutes, and now it’s back to the same..

Confirmation nr is 207107802

M

mathieuroegiersAuthor

Contributor I

Now I managed to add the sub, but it’s just not playing anything at all!!

All my settings are on, sub volume to +9, and not a single vibration is coming out of that sub, even though it shows in my room now!!

Diagnostic 1044448787

Kyle A

Retired Sonos Staff

Hi @mathieuroegiers, thank you for the update.

I checked the diagnostics, on 1044448787 the Sub is connected to the Sonos system but not communicating properly to the Playbar.

Please restart the Sub by unplugging it for 20 seconds and power it back up.

It should show flashing white indicating that it’s booting up; once done, check the room it’s assigned to; does it show ”?” or “Sub”?

If it’s showing up in the app, test the Sub; is it working? note: bring the Sub volume back to normal before testing “+0”.

Take a diagnostic after testing, we would need to check the Home Theater connection between the Playbar and Sub.

Please let us know how the troubleshooting goes.

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mathieuroegiersAuthor

Contributor I

Still exactly the same. It shows up as “sub” but there is not a single sign of life coming out of that sub.

1193074611

Kyle A

Retired Sonos Staff

Hi @mathieuroegiers, thank you for the update.

I checked the diagnostic, it’s still not connecting to the Playbar properly.

I would need to check the network setup, please provide the model of your Wifi router.

I will check for any known issues with it because we do have a few routers that affect the Sonos system this way.

While we check for any known issue with it, you can try to remove and re-add Sub to the Playbar.

In case, the setup was incomplete when the Sub was re-added.

Update us with your findings.

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mathieuroegiersAuthor

Contributor I

it simply does not work at all…!! I am about to throw this whole Sonos system in the garbage. The amount of times that this system does not work, I cannot believe I paid sooo much money for such shit!

I added and removed the sub about 20 times now. My router is a TotoLink 2.4 Ghz 300 Mbps Outdoor CPE. Everything worked for about a month. Now for no reason whatsoever it is virtually IMPOSSIBLE to connect my sub and make it work, which distorts the entire system and makes the Play 1’s over vibrate in the entire roof, horrible sound!

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mathieuroegiersAuthor

Contributor I

Any one to help?? I reset the entire system, the playbar, all the way to factory setting. Installed the entire home theatre again, with surround, sub, playbar…. AND STILL THE SAME !

My system worked as it should for 1 month, and since 5 days, DISASTER. MY SUB just simply does not function at all! the sub once again shows as a question mark!

It drives me absolutely insane to have paid 5 000 !!! USD for all my Sonos components, Playbar, Sub, 4 Play 1, a Play 5, a boost, … and I don’t even have a system that works normally for longer than a few weeks.

Insane!! Please help now and make this work!

Kyle A

Retired Sonos Staff

Hi @mathieuroegiers, sorry for the late response.

We understand the frustration and we’re be assisting you as much as we can.

Now since the Sub is not connecting to the Playbar’s wireless signal as a satellite speaker.

We would need to now check for any wireless interference.

We would like to also know if there’s anything in between the Sub and Playbar and how the Sub was placed.

Update us with your findings.

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mathieuroegiersAuthor

Contributor I

the sub worked again for a day. Now we re back to square one.

The sub is placed 2 meters from the tv and playbar. Nothing in between apart from an Amazon fire cube.

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