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jujiba
Trending Lyricist I
September 17, 2022
Answered

Move cuts in & out when grouped with Arc to listen to TV

We recently upgraded our Playbar and Play 5 to an Arc and Sonos Move.

Previously we could group our Playbar and Play 5 and listen to TV sound with no issues. However, since upgrading to the Arc and Move, when we group them and play TV sound the Move cuts in and out constantly and is unlistenable.

We cant go back to our Play 5 setup as it is the original Play 5 which only works on the original Sonos app, not the upgraded version.

Extremely disappointed as we cannot use the Move for the reason we purchased it  >/

 

Diagnostic report: 1632836691

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    John BAnswer
    September 18, 2022

    @jujiba . It is worth pointing out that when you had the Bridge and Play:5, Sonos was not using your WiFi (except for controllers). It was using SonosNet. Now Sonos is using your WiFi. A lot more has changed in your setup than you perhaps realise.

    If there is a :band steering: option on the router I would disable it. 

    You could submit a system diagnostic and contact Sonos Support with the confirmation  number.  Or you could try a different router.

    Edit: the diagnostic might identify if there is a fault in your Move, for example. 

    View in thread

    29 replies

    John B
    September 17, 2022

    Hi @jujiba 

    If it worked with the Playbar it can work equally well with the Arc, so you are a bit premature in your extreme disappointment.  What setting does the Arc have for group audio delay?  If it is on Low have you tried increasing it? 

    jujibaAuthor
    Trending Lyricist I
    September 17, 2022

    Hi @John B

    It was our old Play 5 that worked well with the Playbar; however we had to upgrade the Play 5 due to the new Sonos app not being compatible so we upgraded to the Move to replace it. At the same time we also decided to upgrade our Playbar to the Arc.

    I do not believe I am premature in being quite disappointed; Sonos are quality systems and for it we pay a hefty pricetag and therefore we should expect it to work as it says it should. And in our case, and many others, this is not the case.

    I have tried changing the audio delay and this makes no difference. The tv sound coming through the Move cuts out constantly every few seconds or so, but the Arc works fine. If we are listening to music, there is no issue, only when Move is grouped with Arc to listen to TV audio it cuts in and out.

    JeroenVR
    Prominent Collaborator I
    September 17, 2022

    According to what I know, the portable speakers (roam and move) cannot be used in a HT setup. Or do I misunderstand the question?😬

    jujibaAuthor
    Trending Lyricist I
    September 17, 2022

    I think I will give Sonos a call on this. 

    JeroenVR
    Prominent Collaborator I
    September 17, 2022

    Home theatre setup. 
     

    I don’t think move will work with the arc. Instead you could go for 2 one sl’s, they should work very well 

    jujibaAuthor
    Trending Lyricist I
    September 17, 2022

    thanks, but the speaker is for outdoor use to hear the tv audio. Sonos Ones are for indoor use, which is why we chose the Move.

    Mr. T
    Mr. T
    September 17, 2022

    @jujiba - Where is your Move placed? Is there anything nearby that could be causing wireless interference? If you locate the Move to another position do the dropouts stop?

    edit: see your previous response. How far is the Move from the Router when outdoors? The signal may be struggling to reach that far.

    jujibaAuthor
    Trending Lyricist I
    September 17, 2022

    @JeroenVR

    I just read this on the Sonos website FAQs about Move...whilst the question is about connecting to Sub, the answer in fact says it “can group Move with to 5.1 home cinema setup”… we have an Arc, two One’s as surround and a sub in our 5.1 home cinema setup in which I am grouping our Move with.

    Does Move pair with Sub?

    No. Because Move is designed to move around your home, pairing with Sub would result in imbalanced sound, with mid and high frequencies in one room and bass in another for imbalanced sound and an inferior listening experience. However you can group Move with a system that includes Sub, such as a 5.1 home cinema setup.

    https://www.sonos.com/en-au/shop/move

     

      jujibaAuthor
      Trending Lyricist I
      September 17, 2022

      Hi @Mr. T 

      I have tried placing our Move all around the house, indoor and out, as well as right next to our router. Exact same issue wherever it is placed unfortunately.

      ratty
      ratty
      September 17, 2022

      Try increasing the Group Audio Delay in the Arc’s room settings. 

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