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Hi, 

Installation of 2x Era 100 speakers -
On setup, they appear one by one, exactly as they should do. They take a couple of minutes to join the Wi-Fi, and then they disappear.

We’ve factory reset a couple of times and tried with different login accounts (4 in total) as we were getting this message “To manage these settings, sign out and sign back in as the owner of this system.” but I created the System, how am I not the owner? 

Firewall ports have been opened as per Sonos advice online.

Can play over Airplay via Spotify, but it’s like they don’t exist when trying to access through the Sonos app.

Any input would be appreciated, thanks.

Is it ‘perhaps’ a (multicast) device discovery issue by the Sonos App on your mobile/tablet device? Sonos uses serveral methods to discover the players on a LAN subnet - maybe something is interfering with the discovery packets. I’ve seen WiFi extenders cause this issue, or some managed network switches and EoP adapters, or even settings within some routers/mesh WiFi systems. Discovery issues can also be caused by things running on the mobile device - blockers or VPN client software etc. so perhaps explore those things. 
 

If the issue still persist however, it maybe best to reproduce the issue(s) seen and then immediately submit a Sonos system diagnostic report from within the Sonos App, note it’s reference and contact/chat with Sonos Support Staff via this LINK and see what the Staff can perhaps suggest to help you to resolve the matter.

Hi Ken, 

Thanks for your quick response! We did submit logs to diagnostic logs to Sonos, and Sonos chat support said they haven’t seen the issue before.

It would make sense if it was a repeater issue - we were installing on behalf of a client, and don’t actually know where the access point is located. 

If it was the issue you mentioned, do you know how to solve that?

Thanks,

Hi Ken, 

Thanks for your quick response! We did submit logs to diagnostic logs to Sonos, and Sonos chat support said they haven’t seen the issue before.

It would make sense if it was a repeater issue - we were installing on behalf of a client, and don’t actually know where the access point is located. 

If it was the issue you mentioned, do you know how to solve that?

Thanks,

If it is a repeater issue, then maybe try blacklisting the speakers on the repeater itself, to ensure they only connect to the main router - maybe have them use the longer-reaching/more penetrating 2.4Ghz band only, with a 20Mhz channel-width on the least-used (non-overlapping) WiFi channel (1, 6, or 11). If that’s still proves problematic, then I would suggest to the client to switch to a WiFi mesh based setup, or I guess you could possibly consider cabling the speakers back to the router (via a wired switch) etc.

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