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Sub keeps disconnecting from Arc (resulting in "?" in the app)

M
Userlevel 1
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I have added a new Arc and Sub to my system. The Arc is working fine (like the Playbar before it), but the Sub keeps disconnecting - in the app I then see “Arc +?”.

The Sub is about 1 m from the Arc and around 5 m from the access point. I cannot imagine that the WiFi signal might be too weak, so I have no idea why the Sub keeps disconnecting.

When the Sub is disconnected, sometimes the app asks me if I want to add the sub to the WiFi network, but this usually doesn’t work. The only thing that helps is either rebooting the access point, or unplugging the Sub. Unfortunately, the disconnect happens every 1-2 days, so this is not a solution.

What can I do?

 

Diagnostics: 1923053313

 

Many thanks in advance!

Markus

 

 

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Best answer by Airgetlam 28 May 2021, 21:35

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37 replies

Airgetlam

Not all influences that cause wifi interference come from inside your network, or even within your home. 

Bruce
W

Same issue here with the +?, connected to a beam, the beam never skips a beat.  This started about 4 months ago after an update. I'm sure its a bug, my network is rock steady, no changes to its placement or new devices in my house, its 15 feet from my router with only a couch in between as it always has been. It connected flawlessly since new and all of a sudden it hides itself from the beam a week of working... Only way i can get it back online is doing a factory reset and re-pairing it. This is a stupid slow and cumbersome process. I normally just leave it unconnected for weeks at a time because it's such a hassle. I have tried every suggestion in this thread and the issue continues.

Sonos you need to adress this issue.

L

Having the same problem. In the Sonos app, I went to system, networks, manage networks and removed my old network SSID. That seems to have worked temporarily at least. Not sure how long it will last. 

Airgetlam

As has been repeatedly stated in many threads, some mesh networks/extenders do odd things to the network, so that Sonos can have issues. In most cases, wiring a single Sonos device to the base network device, and not an extender, should resolve the issue, by putting the Sonos devices on their own ‘network’. If you’re continuing to have issues, likely calling in to Sonos with a diagnostic would certainly be an intelligent move. 

Bruce
C

I have the same issue was fine for about 10 months. Issue started thought it was my wifi. I have the fastest wifi with Verizon. I have 2 extenders. No other device in my house disconnects. Only the Sonos subwoofer. I am very frustrated. I have an arc 2 ones and a subwoofer. I have the same system 2 places and sub is the problem in both spots.

Ken_Griffiths

Also they are on different WiFi access points. Everything in my house WiFi works fine just the two soundbar and subs have to this issue.  

I think your comment that I have highlighted above, is the ‘likely’ reason you are having these issues, as Sonos uses SSDP to initially discover the players, multicasting via UDP to 239.255.255.250:1900 and, for good measure, broadcasting to 255.255.255.255:1900. Communication is then unicast and if you have multiple access points that are perhaps on different auto-selected channels - then it’s quite possible the communication is dropping out to the main HT players and causing issues with the surrounds and sub… maybe put all to run on your router WiFi, or SonosNet, instead …and switch off the other access points (even temporarily) to see if that resolves your issues.

F

Falukkevv,

Which versions of SUB(s) are you using? 

I have a gen 1 with arc and gen 2 with the beam. I am super frustrated as this didn’t start until 4-5 months ago and none of my speakers have issues but the soundbar and subs. What I find even more odd is mine always fail together both subs never one or other. Also they are on different WiFi access points. Everything in my house WiFi works fine just the two soundbar and subs have to this issue.  As matter of fact average WiFi connection in my house for 2.4 and for 5ghz is mid upper 90’s % range per my WiFi vendor app. 
 

if I had other issues I would agree it was network or WiFi related but I don’t think that is case. Sonos needs to read boards and help us with diag or log from speaker as there is something I believe showed up 5 months give or take with an update. Before that both worked like a champ. 

Ken_Griffiths

It’s literally 4 feet away - and the light just starts flashing on the back if I power it off and back on again.  I have to fully go through the pair process each time w/ the Sub.

Obviously the Sub connects directly to the Beam itself using an ad-hoc 5GHz wireless connection, so powering off/on the Beam is always a worthwhile option and perhaps just check nothing else is around the Beam/Sub that is likely to cause any wireless interference - it’s always good to have the products a metre away from other wireless devices (where practicable) and not have any wireless access points near to them, maybe even consider putting other nearby devices on the 2.4Ghz band if you think that may reduce interference.
 

The Beam itself needs a good 2.4Ghz connection, or wired connection, back to the router too, so if running the Beam on WiFi, I would suggest using a non-overlapping WiFi channel such as ch.1, 6 or 11 on the router, and if the router allows, also set the 2.4Ghz band to use a channel-width of 20MHz only and see if that then improves things for you.

buzz

Falukkevv,

Which versions of SUB(s) are you using? 

D

I’ve been having the same issue for the last four or five months.  Constant disconnects w/ the ? in the app next to my surround speakers.  This all requires me to remove my sub from the “room”, unplug my Beam and restart it, then add back the sub.  It’s absolutely ridiculous.  It worked for 2 years, nothing in my house changed at all...yet here we are.  So frustrated and there isn’t a fix in site in all of my research.  

Have you tried moving the sub closer to the Beam (if your room allows - even just as a temporary measure) and/or perhaps powering the Beam off for a few minutes and back on again to see if that may resolve the issue?

 

It’s literally 4 feet away - and the light just starts flashing on the back if I power it off and back on again.  I have to fully go through the pair process each time w/ the Sub.

Ken_Griffiths

I’ve been having the same issue for the last four or five months.  Constant disconnects w/ the ? in the app next to my surround speakers.  This all requires me to remove my sub from the “room”, unplug my Beam and restart it, then add back the sub.  It’s absolutely ridiculous.  It worked for 2 years, nothing in my house changed at all...yet here we are.  So frustrated and there isn’t a fix in site in all of my research.  

Have you tried moving the sub closer to the Beam (if your room allows - even just as a temporary measure) and/or perhaps powering the Beam off for a few minutes and back on again to see if that may resolve the issue?

D

I’ve been having the same issue for the last four or five months.  Constant disconnects w/ the ? in the app next to my surround speakers.  This all requires me to remove my sub from the “room”, unplug my Beam and restart it, then add back the sub.  It’s absolutely ridiculous.  It worked for 2 years, nothing in my house changed at all...yet here we are.  So frustrated and there isn’t a fix in site in all of my research.  

Airgetlam

Might not be WiFi, could be network, though.

Bruce
F

I am still having the issue it started in spring. I have arc,beam and two subs. The sound bar and sub pairs are on different floors. When the issue happens both subs go offline together every time. They may or may not be connected to same WiFi access point as I have more than one. The sound bar subs are a few feet away from sound bar. The only way I can fix it is by rebooting the sound bars. I am struggling to believe this is WiFi related, nothing else in my house including 7 other sonos speakers have issues. 

106rallye
Userlevel 7
Badge +17

The Sub uses a wireless 5ghz connection to the Amp. 5Ghz is a high speed connection, but is more sensitive to interference. I can understand placing the Sub in another physical room (maybe even separated by a wall?) than the Amp can lead to problems.

I can understand your frustration, but do find your use case a little specific. If you have a more specific use case, I would expect a customer to read up on the possible problems to expect. The use of a dedicated 5Ghz link between Amp and Sub, and so the possible problems this would pose to your use case is one of the things you’d have known about.

Have you spoken to Sonos about connecting the Sub in a wired configuration like this:

Seeing your remark about disclamers. I think you expect too much. If Sonos would disclaim this, what specific use cases would they have to disclaim further?

Since in your use case Sonos might not be an option, it is good there’s a return policy.

L

I have been suffering from the same SUB/AMP disconnection issue. Very frustrating. I just finished up a call with Sonos support and was told that if you are specifically pairing the SUB with an AMP, “the SUB has to be within 10 feet of the AMP for them to talk to each other properly”. That was a direct quote from the support representative. I explained to him that my actual speakers are 30 feet away in the next room so I put the sub in that room so you can hear the base in the same room as the music thinking it would work. He said it will not. Frankly, I’m a little shocked that they do not disclaim this serious flaw when they are selling the AMP. Sending all of my new products back and will revert to the old S1 system until Sonos addresses this issue. Hope others have found better results.

T

Ignore my message above. The same thing keeps happening over and over again. The sub will not stay connected to the Arc. I would absolutely not recommend Sonosto anyone. This is the most expensive pile of sh*t I have ever purchased. Stick with Bose. 

Do you have Sky Q?

Ken_Griffiths

Ignore my message above. The same thing keeps happening over and over again. The sub will not stay connected to the Arc. I would absolutely not recommend Sonosto anyone. This is the most expensive pile of sh*t I have ever purchased. Stick with Bose. 

Sorry to hear that news, It may be best if you can submit a system diagnostic report (whilst the sub is showing in the Sonos App) and post its reference back here and then contact Sonos Support Staff via this LINK

Hope the matter gets resolved soon.

M

Ignore my message above. The same thing keeps happening over and over again. The sub will not stay connected to the Arc. I would absolutely not recommend Sonosto anyone. This is the most expensive pile of sh*t I have ever purchased. Stick with Bose. 

M

I fixed the problem of the ? By going to support and hitting “Find Missing Products” 

this was all after resetting the Sonos devices and the router dozens of times. Once you pair the Arc and sub again, unsuccessful probably, then go the Support/Find Products route 

Ken_Griffiths

I’ve been experiencing this same issue recently as well. The only (temporary) fix I have found is rebooting or resetting the Arc and Sub.  Didn’t have this issue before.  I suspect it’s a software issue.  

I have exact same issue

As mentioned earlier in the thread, a Sub, when bonded to a player, uses an ad-hoc 5Ghz wireless connection ‘direct’ to that player… so I would check the wireless adapter is switched ‘on’ on that controlling device and reboot the player to re-negotiate their connection.

If the problem persists, perhaps move the Sub closer to the main player, or check to see if anything is perhaps getting in the way of that ‘direct’ connection  - baby monitors, other wireless devices walls, beams, etc; can often interfere with the connection, just as examples.

M

I’ve been experiencing this same issue recently as well. The only (temporary) fix I have found is rebooting or resetting the Arc and Sub.  Didn’t have this issue before.  I suspect it’s a software issue.  

I have exact same issue

Airgetlam

Because that’s the channel that Sonos has set up for all sound bars they make to communicate with Surrounds, and Subs. It’s a shorter distance frequency, and since all devices should be in the same room, there’s no issues.

The channel you choose in the controller is for ‘normal’ speakers, including the sound bars, to connect to the router. Surrounds are not ‘normal’ in that setup, since they are bonded to the sound bar. Note, however, that this decision was taken years and years ago, when the PLAYBAR was released. It simply hasn’t changed since that time, for better or worse. I suspect at time of development, there was no expectation that eventually you’d be able to use the 5Ghz channels for ‘normal’ connections, but that’s just a guess. 

Bruce
M

I suspect you have a network issue, either wifi interference inthe 5Ghz range, which the Sub connects to the Arc on, or less likely, but still possible, a duplicate IP address issue in your router. 

If it were a software issue, there would be thousands of posts. 

Why do you say it uses a 5GHz channel when the Sonos app lets you choose the channel and only 1,6 and 11 are available - no 5GHz channels?

Airgetlam

I suspect you have a network issue, either wifi interference inthe 5Ghz range, which the Sub connects to the Arc on, or less likely, but still possible, a duplicate IP address issue in your router. 

If it were a software issue, there would be thousands of posts. 

Bruce
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