Contributor I

Answered

Sonos Arc Solid White Light

10 replies
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For about the last week both of my Sonos arc soundbars have a white light when the TV (on one and projector on the other) is turned off and then won't connect to the TV/projector until the power is pulled from the soundbar. Assuming this is an update issue as both soundbars started doing it on the same day?

AjTrek1Answer

Check the article in the link. However, to be honest what you describe points to something else. I suggest you run a diagnostic within 10 minutes of the next occurrence and make note of the reference ID. Do not post it in the community. Call Sonos tech support to discuss the results. Do not factory reset your speakers.

If you think it’s an update issue have you checked for updates via the app?

https://support.sonos.com/en-us/article/sonos-led-lights

Together Everyone Achieves More = T.E.A.M.

AjTrek1Answer

Check the article in the link. However, to be honest what you describe points to something else. I suggest you run a diagnostic within 10 minutes of the next occurrence and make note of the reference ID. Do not post it in the community. Call Sonos tech support to discuss the results. Do not factory reset your speakers.

If you think it’s an update issue have you checked for updates via the app?

https://support.sonos.com/en-us/article/sonos-led-lights

Together Everyone Achieves More = T.E.A.M.

J

Johnsmiteo

Lyricist II

Since both Arc soundbars started showing the same behavior around the same time, it does sound like something may have changed recently, possibly a software or firmware update. I’d also check for any recent Sonos app or TV/projector updates and try rebooting the network before doing a factory reset. Hopefully Sonos can confirm whether this is a kno

Stanley_4

Grand Maestro

Maybe an update confused something internal.

Try an easy fix first, disconnect the HDMI cable.

Unplug the TV and Arc from power for two minutes.Not the power switch, you need it fully unpowered, not just in standby.

Power up the TV and Arc.

Once both are fully operational reconnect the HDMI cable.

Stanley_4

Grand Maestro

Since both Arc soundbars started showing the same behavior around the same time, it does sound like something may have changed recently, possibly a software or firmware update. I’d also check for any recent Sonos app or TV/projector updates and try rebooting the network before doing a factory reset. Hopefully Sonos can confirm whether this is a kno

Do not do a factory reset!

Sonos does not recommend doing that until after you have talked to support as it destroys important diagnostic data.

AjTrek1

Once again DO NOT factory reset your speakers as it will destroy any use full information in the diagnostic. Only do so when instructed by Sonos tech support. The odds of both the TV and projector experiencing an update at the same time are slim but not impossible.

To perform a proper network reboot follow the steps below in order:

Unplug all Sonos
Reboot router and let it come back
Delete the Sonos App in your device
Reboot your device and connect to wifi
Plug in Sonos units and let them come back
Re- install the Sonos app
Select join existing system
Follow prompts and sign-in with your credentials
Test Sonos by performing power on/off/on of TV and projector

Together Everyone Achieves More = T.E.A.M.

Airgetlam

Just as a note, this behavior did not happen to either of my Arcs, so it does sound like a local, not software update issue.

Bruce

F

Flemingt

Lyricist I

I've just come back from holidays ans have been pulling my hair out with a problem which seems similar.

I noticed the white light on my arc with nothing playing, turning on the tv and playing something all I can hear is faint sound from the surrounds.

I've restarted my router, cut power to the tv and the arc, all the usual stuff.

What i have noticed is that if I invoke google assistant, let it do its answering (which is audible), the white light goes out and sound returns to the arc.

The next time it enters this failed state I'll run a sonos diagnostic.

A

ANastyManAuthor

Contributor I

I've just come back from holidays ans have been pulling my hair out with a problem which seems similar.

I noticed the white light on my arc with nothing playing, turning on the tv and playing something all I can hear is faint sound from the surrounds.

I've restarted my router, cut power to the tv and the arc, all the usual stuff.

What i have noticed is that if I invoke google assistant, let it do its answering (which is audible), the white light goes out and sound returns to the arc.

The next time it enters this failed state I'll run a sonos diagnostic.

That's the behaviour I see with the light being on initially whilst the TV/projector is off. I'll try the Google assistant trick and see if that works. It does start working again if I pull the power on the arcs, but the next time the TV/projector goes off the same thing happens. I'm pulling the power and putting it back in on both arcs whenever we use them, which is slightly annoying.

F

Flemingt

Lyricist I

Yes very annoying, please keep me posted if assistant gets it out of the weird state. It would be useful if you could also generate a diagnostic log in the failed state. If that works for you then I’ll open a support ticket with Sonos and we can provide the logs.

F

Flemingt

Lyricist I

Another data point. Do you by any chance have a reolink doorbell or other doorbell/cameras connected to google home?

Usually i get an announcement on the arc when someone passes. Now it causes the arc notification light to come on and drop the volume without making thet announcement.

I can get the arc out of this state as above by saying Hey Google, then cancelling

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