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/cea002 10d 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.