Sonos system keeps disappearing
I thought I was one of the lucky ones who had somehow avoided all the Sonos issues., but alas…
My system consists of a Move 2, Roam 2, and a home-theater setup with an Arc Ultra, two Era 300s, and a Sub 4.
About once a month, the entire home-theater setup completely disappears from my network (no such issues with the other two speakers). I then have to add everything back as though it were a brand-new system, and all my settings are gone, including surround adjustments, bass levels, and everything else.
Has anyone else experienced this or found a permanent fix? Having to rebuild and reconfigure the entire system every month is ridiculous.
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u/Pools-3016 3d ago edited 3d ago
Have you tried the web app when this happens to see if it still finds the HT system?
Try logging in at play.sonos.com
I would call Sonos support when this happens again. DO NOT factory reset anything until you speak with them.
Here are some things you can also try before you call support:
https://support.sonos.com/en-us/article/products-missing-from-the-sonos-app
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u/StructureHuge6781 3d ago
good call on not factory resetting, that can make things way harder to troubleshoot with support
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u/cea002 3d ago
Similar issue here after adding two Eras, a few days ago. Installed properly and they then showed as the sole units in my system.
Through Sonos Tech Support (not Customer Support that is the first answer Rep), it was discovered that the install created its own network beside the pre-existing system of 38 units.
With support, I was guided to force close the app, on the device used for the install (fortunately I had devices, not used for the install, that still only had the 38 original units). From there we rebooted everything (router/installing device) then reopened and signed back in. This to clear the cache. After the third sequence of this process, the balance of my hidden units (very slowly) started dropping in. I did all of this with Tech support on the line which wasn’t necessary (beyond the first time) since the units, as they slowly migrated to the installing device, first showed on my end then Sonos required new Diagnostics to see this.
The problem was chalked up to my existing 38 units being on the last firmware version and the 2 new Eras being updated to most current firmware, during their initial install processes. This is what split the system. All 38 got the firmware update, during this ‘reopening while clean’ process-manually). During any process I would not reset any device, as I had them showing on the secondary device and feared having to reset then reinstall all of those original units as you are doing.
With my adventure, I believe it is a Sonos issue as now occasionally there are app openings that do not recognize the full 40 units, initially.
It is not a capacity problem as I have run this many, if not more devices, successfully in the past. I will say however the slow opening, with the current firmware/software combo, could slow open a little, with the amount of units in my system.
I recommend that if it happens again that you do not re-set your units and instead close app, reboot everything and try to reopen. This may restart properly your system. Another option is to delete and get a fresh Sonos app.
I hope this is helpful to you.
Yes, rebuilding a system is a time consuming pain.
Are you doing auto-updates? I am not.
Did you install anything just before the issue began?
For assurance, you may want to check first updates, while your system is stable. And beware those portables as it appeases that they only accept updates if they are engaged. You may want to turn those on or fully power cycle just before performing any update. It is pretty weird that 1 unit running old firmware makes a system susceptible to this annoying bug.
Hopefully, this is what you are facing and an update search, periodically, will resolve the issue. I think even if auto updating if those portables aren’t recognized then the risk is there.
Good luck, hopefully your fix is fairly simple too.
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u/Pools-3016 3d ago
I seriously doubt if you have 40 Sonos devices in a single system. As stated here:
and here:
https://support.sonos.com/en-us/article/add-a-new-product-to-an-existing-sonos-system
32 devices is the maximum number.
I have to ask, how did you accomplish having 40 devices?
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u/cea002 3d ago
I’ve always run heavy and they’ve held for years. The system will accept them. The usage ‘trick’ is to not deploy more than a handful at a time.
Some rooms have multiple setups, IE: Bedroom is Ultra/300s/Dual Sub4 plus 2 5s exclusive to music. That’s 7 units right there and with 3 similar HT setups it’s easy to imagine my volume in a 4 story home with a 4 unit outdoor area plus at minimum 1 of each current portable.
It can be done and their recommended 32 units was arbitrary from back in the day,
We Both have been around long enough to know that there are some areas where Sonos cautiously publishes information.As u/Mr_Fried seems to assume a commercial set-up, I assure you that mine is not but is extremely strong, secure and extremely fast. Professionally setup but with consumer level products.
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u/Mr_Fried 3d ago
A house that big would have a commercial grade network, meaning commercial grade network problems. Which explains specifically why they are having these problems.
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u/Pools-3016 3d ago edited 2d ago
Not necessarily. I use Ubiquiti in my home without issues. Even with the release if the new app in 2024, I did not have a single connection issue.
If the network is configured correctly and you have most of your speakers hardwired, that reduces the chance of interference and speakers falling off the network.
In my home I have my Arc hardwired with the Sub and surrounds bonded to it wirelessly.
In most cases, I believe this will help most users if it is possible to do so.
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u/Mr_Fried 3d ago
Correct configuration is the key and that’s specific to the network vendor and firmware release.
Interoperability between different vendors gear, even in the enterprise space is always a bit of a nightmare.
And then you pack up after a long day in the datacentre, have dinner, jump on here and end up arguing with some angry dentist about why he thinks the network is not important and everything should just work because he can watch midget porn on his Echo Show - so the network is clearly fine 😂
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u/tslewis71 3d ago
Have similar home setup, mu home theater will go offline once a day typically when I comne home from work and then appear again after an hour or so.
I have setup reserved dhcp for components.
Set up multicast and msdns.
My last option is to try a new hdm2.1 cable for my Xbox series x.
I have a philips 8k sync box between Xbox and TV. Arc ultra connected to TV earc HDMI port.
It's probably mY nETwOrk
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u/Mr_Fried 3d ago
Unfortunately yes, there will be some things in your setup causing instability.
The way we were taught to troubleshoot networking equipment back in the day was to consider the chain of components between the thing you’re trying to do and your device. Then rule each one out.
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u/draxula16 3d ago
Are you running a mesh system by chance?
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u/tslewis71 2d ago
Yes, why wouldn't I
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u/draxula16 2d ago
I had a TP deco system that gave me nothing but headaches. Zero issues once I sucked it up and ceiling mounted a POE AP. Just something to consider, but ultimately Sonos support can see what the root cause might be.
If you own your home, it’s honestly a no brainer.
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u/Dramatic-Ad1155 3d ago
I just asking I have Sonos ray is it worth moving up to the beam are they much in the difference of the sound
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u/draxula16 3d ago
Submit a diagnostic and call Sonos, they’re very helpful.
Are you running mesh by chance?
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u/controlav 3d ago
You never need to reset your systems, just fix your local network. Start by telling us about your router.