SUB UPDATE RECONNECTION ISSUE

13 replies
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Hi - does anyone here know where I may be able to get some proper help for my Sub?

<modelURL>http://www.sonos.com/products/zoneplayers/Sub</modelURL>

I have been around in circles with online documents, Sonos support@ email addy has been decommissioned, tried the bot and it has taken me in endless circles and the numbers for Singapore and Malaysia don't work.

Seriously Sonos, you need to get your act together with proper help!

So now a last attempt to see if anyone here can help me.

Recently the sub did an auto update, then it would not connect on wireless any longer, having unplugged all, reset router, checked absolute detail of router config and requirements, reconnected. At reconnecting on wireless it says it is connected but when finishing up an error connecting to your network keeps appearing. So I eventually unplugged it, dragging it to the router and connected it with an ethernet cable, says it is connected, white light is on, shows in app with no errors, but no sound, volume is up but nothing.

I have spent hours on this, trying different things and end up with the same result as above, anyone got any solutions please? Bar dumping the entire system for Bose or another competitor product as really have become increasingly disappointed with this product, its ongoing updates and issues as a result. Thanks.

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LloydnAnswer

Contributor I

OK! so FINALLY I managed to get the bot to do its thing and refer me to a live person.

The answer was to disconnect the Ethernet cable from the router and just do a factory reset for the Sub, add it again as a new product, pair it the speaker of choice and it works. Thanks to all for their input - we can close this thread now.

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nik9669a

Senior Virtuoso

I’d first force a “Check for Updates”, just in case. Then power down all devices and router. After a few minutes, restart the router. When it’s fully started and wifi established, restart the Arc. When that’s running, start the Sub, then your surrounds, then any other devices. If still no sound from Sub, generate a diagnostic report and contact Sonos Support. Give them the reference number and ask them why the Sub won’t play.
Publish the diagnostics number here too and a helpful moderator might look at it for you…

L

LloydnAuthor

Contributor I

I’d first force a “Check for Updates”, just in case. Then power down all devices and router. After a few minutes, restart the router. When it’s fully started and wifi established, restart the Arc. When that’s running, start the Sub, then your surrounds, then any other devices. If still no sound from Sub, generate a diagnostic report and contact Sonos Support. Give them the reference number and ask them why the Sub won’t play.
Publish the diagnostics number here too and a helpful moderator might look at it for you…

Hi thanks for the input - updates I have checked - as you can see above in threads I have checked the About, OS and all software updates are the same (again as above, nothing different), router settings channels etc all correct, I have disconnected all speakers, reconnected, rebooted the router umpteen times and still does not work. I have generated a report as above too (this is the second one - Ref Number 1608129861) - in my first message you will see there is no way for me to contact support in Malaysia, I go around in circles - how do you go about submitting a report out of interest from where you are, perhaps I am missing the obvious somewhere - thanks again.

L

LloydnAuthorAnswer

Contributor I

OK! so FINALLY I managed to get the bot to do its thing and refer me to a live person.

The answer was to disconnect the Ethernet cable from the router and just do a factory reset for the Sub, add it again as a new product, pair it the speaker of choice and it works. Thanks to all for their input - we can close this thread now.

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