Contributor I

Answered

Ultra Arc says its connected to the system but doesnt show and cannot be added

9 replies
274 views

We lost the entire system in the app...we have since readded the ERA 100’s and they show in the system but despite multiple resets we cannot get the app to find nor add the Ultra arc despite going through the instructions and it telling us that it has been added...any help would be appreciated

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DenverexpatAnswer

Contributor I

I was asking myself what was meant by “playsonus”. I think I’ve found it: https://play.sonos.com/ is the web controller.

Correct...this is the only place i see 2 systems. I have factory reset all the devices...the Ultra a few times and it still says it joins the system but never appears in the Mobile app as part of the system. The renders the ERA 100’s useless since they cannot attach to the sound bar it seems. Fun and games! :-)

What does Sonos support say?

They were able to help...self inflicted problem...we had 2 networks with the same name but are different wireless networks thanks to xfinity and ASUS router...just needed to rename one and all is ok….so far

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nik9669a

Senior Virtuoso

Is it possible you created a new system and added the Ultra to that? If so you need to factory reset it again, but then be sure to add it to existing system - ie the one where you can see the Eras.

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DenverexpatAuthor

Contributor I

How do i see if there are two systems? i see only one on the app but i do see 2 on playsonus.com...how do i delete one if there are in fact more than one? appreciate the suggestion

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nik9669a

Senior Virtuoso

What do see if you go to Settings/Switch System? Do you see two systems or just one?

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DenverexpatAuthor

Contributor I

Just one...only see two in the plussonus.com view...

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nik9669a

Senior Virtuoso

I see two options: factory reset, or call support. Whilst not generally recommended, I’d be inclined to try another factory reset. Open the app so you can see the Eras. Then factory reset the Ultra and add it to the current system.

106rallye

I was asking myself what was meant by “playsonus”. I think I’ve found it: https://play.sonos.com/ is the web controller.

D

DenverexpatAuthor

Contributor I

I was asking myself what was meant by “playsonus”. I think I’ve found it: https://play.sonos.com/ is the web controller.

Correct...this is the only place i see 2 systems. I have factory reset all the devices...the Ultra a few times and it still says it joins the system but never appears in the Mobile app as part of the system. The renders the ERA 100’s useless since they cannot attach to the sound bar it seems. Fun and games! :-)

N

nik9669a

Senior Virtuoso

I was asking myself what was meant by “playsonus”. I think I’ve found it: https://play.sonos.com/ is the web controller.

Correct...this is the only place i see 2 systems. I have factory reset all the devices...the Ultra a few times and it still says it joins the system but never appears in the Mobile app as part of the system. The renders the ERA 100’s useless since they cannot attach to the sound bar it seems. Fun and games! :-)

What does Sonos support say?

D

DenverexpatAuthorAnswer

Contributor I

I was asking myself what was meant by “playsonus”. I think I’ve found it: https://play.sonos.com/ is the web controller.

Correct...this is the only place i see 2 systems. I have factory reset all the devices...the Ultra a few times and it still says it joins the system but never appears in the Mobile app as part of the system. The renders the ERA 100’s useless since they cannot attach to the sound bar it seems. Fun and games! :-)

What does Sonos support say?

They were able to help...self inflicted problem...we had 2 networks with the same name but are different wireless networks thanks to xfinity and ASUS router...just needed to rename one and all is ok….so far

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