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mathieuroegiers
Contributor I
August 30, 2020
Question

SUB setup error

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!!

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21 replies

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Rowena B.
Rowena B.
Retired Sonos Staff
October 9, 2020

Hi @mathieuroegiers, thank you for your response and for submitting the diagnostic. I understand how you’re feeling right now. 

You’re correct. Upon checking the report, the SUB is not showing as online in the system. I really appreciate the time and effort you've spent doing all the troubleshooting steps, and it would be best for you to continue working with us over the phone to expedite the process. 

To further assist you on this, I recommend contacting our Sonos Customer Care support to remotely access your device to check what's going on. Also, please provide your full network setup including the make and model for each device when you contact them.

If you need help with any other information, please be sure to let us know.

We're here to answer any further questions you have.
 

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