Avid Contributor I

Huge problem with Sonos

16 replies
1177 views

Previously my Sonos system was fine. I had an Arc joined with a Sub Gen 3 in a room. I then purchased to move’s and added them no problem. Things ran fine for several weeks. I then cahnged my modem to a newer Rogers Ignite modem. No problem, updated the network and everyting worked fine.

Suddenly one of my moves looked like it was conected, solid white LED, but when looking at the system it showed Move L/? meaning that one of the Moves just didn’t seem to be reporting to the Sonos app although the LED light remained solid white.

There was no sound from the one Move, the Arc, Sub 3 and other Move were fine. I am really so not impressed with Sonos at this point. I went and unistalled the app three times, restared my phone. It just keeps remembering the previous install it seems.

I want to have the app be reinstalled so that I can begin adding all the products again, but you can’t. Products can’t be discovered even when powered on solid white lights, no system exists to forget. You can’t discover nearby products no matter what, nothing shows up. Seriously, how can Sonos be so bad? It was a breeze getting the system setup, but now it has lost it;s brain from one Move disappearing from the pair. At first the system was there, I could see the Arc and Sub room, I could see the one Move and clicked Add stereo pair, but no matter what it would not see the second move even after numerous rebbots.

I am shocked at how bad Sonos products can be under such circumstances. You can’t seem to actually really reinstall a new Sonos app and start again. I am extremely disappointed with Sonos. I am technically pretty savvy, but this situation seems unresolvable. Now in the app I can't even add a new network or even see any product. Thoughts?

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nik9669a

Senior Virtuoso

.... And, I’m not convinced that you have yet worked through all possible network foul-up’s related to changing routers.

Submit a diagnostic and contact SONOS Support. The diagnostic contains network details that are very helpful.

I’m not convinced that I have either. Frankly I am likely going to return the newer modem to Rogers as the other one (I still have it) never gave me a problem at all and my Sonos system was rock solid with it.

Why not sort out the network first? Why ask for help and then choose to disregard it? It’s more likely a network issue than a speaker issue - though having Sonos check a diagnostic may prove me wrong.

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MG1214Author

Avid Contributor I

buzz, you keep implying that I am not going to take the advice offered. Would you please find a single instance when I have said that I wasn’t going to listen to the advice given? Of course I am going to try what has been suggested, and I have clearly stated that on a few occasions now.

I am considering changing the modem back (later) or maybe not at all as my older laptop NIC card has been constantly disconnecting from the network since the newer modem so I am considering this. If I get the Sonos system back up and running on this newer modem, that will be great and if I make the move back to the older modem, it really should be pretty simple to change the network again.

Remember, I originally successfully migrated my Sonos system from one network to the other. Anyway, I do appreciate your help, and the help of others, but I would ask that you stop reading into what I am saying and implying that I am wasting peoples time. I have been part of Online communities for many years and I do not waste people’s time. I appreciate when people help me. Very much so.

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nik9669a

Senior Virtuoso

I think it was me implying you’re disregarding advice, not buzz. If I offended you, I apologise.

When advice is proffered, you imply that you’ll try that, but then you also offer up some alternatives that you’re considering. Sometimes you need to take small steps: sort this out by evolution rather than revolution. Some of the guys here have years of Sonos experience - they sure helped me get my system rock-solid reliable. That’s why I said I thought it would be better just to try what’s been suggested.

You are, of course, free to take or reject advice.

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MG1214Author

Avid Contributor I

Thank you nik9669a. Nobody offended me. I just didn’t see me wondering about doing things in parallel, such as going back to an old modem as in anyway looking past the excellent advice. I am just now home and able to look at things. I am trying to get my head around the ethernet solution. I have just started reading and from what I have read, very cursory understanding to this point, I need to make sure that the product I use wired is already in the system. Currently, for whatever reason, I can’t get any product in the system. Anyway, I have no idea what is wrong, but I intend to systematically follow the advice that has been given to me. I really do. Sorry that this wasn’t clear.

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MG1214Author

Avid Contributor I

@Airgetlam

Thank you for your help, and everybody of course. You have all been extremely helpful. I have now gotten pretty much where I need to be. I was able to force my modem to broadcast both a SSID for the 2.4Ghz and 5Ghz bands. Previously the modem was lumping them and managing based on what it figured was best. My best guess is that this is what caused the one Move to drop out of the system, and then my folly.

I did hook up the Arc to the Ethernet port as described and as predicted it did see the previous Arc + Sub. I then went to see if I could update the Network information as described, with the Ethernet cable still but it just did not see or discover a network. Confused I took a gamble and just unplugged the RJ45 cable.

Things seemed lost as now the S2 App didn’t show a system. I was thinking what to heck did I do now? Closed the app and opened it again and voila, an option to connect the Arc to my wireless network displayed, I clicked it. At first it failed verifying the app. Once past that the app asked if I also wanted to update the network settings for all of my products and it showed the Sub and both Moves as available to update!!

It appears that all products have been setup with the new network, except that same Move!! When it was trying to update the Network, it only showed an old network that would have been associated with the former modem. Other Networks was greyed out. So I have 3 of 4 products on the new network, but still this one Move does not appear to be on the network. Frustrating.

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MG1214Author

Avid Contributor I

Figured it out. Just had to factory reset the one Move. Sorry for being dense. Cheers to all.

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