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Hello all,

 

I recently bought a pair of ERA 100s, and a sub mini for a living room set up. The initial set up worked fine, but afterwards I was continually getting the “cannot find your Sonos system” message in the app.

So randomly, it will show up sometimes when I open the app, and more often than not, I’ll open the app and it won’t find the system anymore. I tried looking around the internet and and this is what I’ve gathered.

 

I’m on TELUS in Canada using their Telus Wifi Hub (looks like white trash can) made by Arcadyan. I believe it’s a modem/router combination device. I’m positive from what I’ve read online that this device may be the root of the issues but I honestly just don’t know. Here’s some information about my home.

-I do not have a mesh network, or any other routers. I only use the Telus hub.

-I do have a basic network switch connected to my router that is used for 1 room to hook up multiple devices. (It’s a NETGEAR 8-Port Gigabit Ethernet Unmanaged Switch (GS308))

-I am not in a position to hardwire my Sonos speaker as there are no ethernet ports nearby.

-My network settings are set to auto channel, 20 MHz for the 2.4gh network, b/g/n, etc etc

-I have tried selecting specific wireless channels such as 1 or 6.

-I’ve also factory reset every device a few times (which I recently saw is not really the best approach to networking issues).

 

Based on what I have looked up online, I decided to give the Sonos Boost a try to create a Sonosnet (I’m under the assumption that the Telus hub is screwing things up here). I tried to set it up yesterday and while it was able to “add” it, it was never able to link to my account no matter how many times I tried, or resetted my router or the boost (I also factory reset the boost as well). It was also connected directly to the hub, and not through any other network switches or anything like that.

 

I would really love to get this system working properly but I’ve run out of ideas. Any help is very much appreciated.

 

I don’t have any specific experience with that router, modem, but what you’re describing sounds a lot like it might be a duplicate IP address issue…although there are other possibilities, many mentioned in the wifi interference FAQ.

Since it can do no harm, and might resolve your issue, I’d suggest unplugging all your Sonos devices from power, then unplug the router for a minute. Then plug back in the router, wait 2 minutes, then plug back in your Sonos devices. They’ll all ask for new IP addresses from the refreshed router. After they’ve all reconnected, see if you can reproduce the behavior. 
 

If you can’t, that’s a great indication that you need to look in to setting up reserved IP addresses in your router. Check the documentation from the router folks on how to do that. Good network practice is to EP reserve all your ‘stationary’ devices, and leave room for the floating devices like your phone, and other guests who come to up your home that you share network access with.

If it doesn’t work, then I’d be reading that wireless FAQ, and trying different channels for your Wi-Fi, especially. Many people think wifi is a closed ecosystem, but the fact is it can be influenced by all sorts of outside things, too. 

Hi Airgetlam. I tried what you said and after power cycling everything, all was normal again. The speakers were connected and I wasn't immediately able to reproduce the issue.

 

However, after a bit of time (maybe 15 minutes?), my phone was unable to find the system again. Is that an indication for or against the duplicate IP issue? I'm still going to try to reserve IP addresses because why not, might as well try everything.

I don’t think the Era’s work with the Boost, since the Boost is used to create a “Sonosnet” and the Era’s are wifi only, see 

Can you still return the Boost?

Maybe other users can comment on getting the Telus to work with Sonos.

I don’t have enough experience with ERA 100’s, but earlier players can’t always deal with Auto channels.

Reserving IP addresses will prevent most duplicate IP address issues. If you missed a device when you reset everything (such as a wireless thermostat or video camera) , it is a potential duplicate. Also, if any of your devices require manually entering an IP address as part of their setup, they could be an issue.

Hi @kkingyip 

Welcome to the Sonos Community!

I concur with @106rallye - the Boost will not help you with your Era 100s. Please return it for a refund at https://www.sonos.com/mbg.

You have been given excellent advice so far, but if you are still struggling with this, I recommend you get in touch with our technical support team who have tools at their disposal that will allow them to give you advice specific to your Sonos system and what it reports about the situation.

I hope this helps.

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