What the hell happened to this product? - Hey Sonos

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The last 2 months has been a disaster. Every since the alarm issue in Dec of 16 my system has gone to pot. Let me clarify that I've been with Sonos as an early adopter probably close to 10 years now so I've got experience in how it used to be. I have multiple units including 1 soundbar, 1 sub, 6 plays, 7 connect amps, 2 bridges and 1 boost. First there was this alarm issue and the solution was to wait until the new year and that would fix it. Proactive for sure.

Ever since the alarm meltdown my sonosnet has been spotty to say the least. Yesterday with most of my system being unreachable or unplayable or not being able to group units I decided to move from Sonosnet to my wireless as the backbone. I'd always used and been happy with sonosnet but I believe all things change and perhaps it was time. Boy was that a mistake. Once all units showed up as ready I hit party mode and guess what, half of the units weren't added. A few tries later and every unit but one would come on. Volume up - some went up, some stayed. Volume down - some stayed up. Change music steams - some followed, some did not. Alarms that night failed after I reset them up. This was the second or third night now that alarms failed or chimed out when supposed to play music. So today I see most of my units ready to go. I notice units in my shop are green. They show connected but they aren't. Can't connect message on multiple units. Great. They won't connect back into the system. Great. I reset the controller and restore the units to factory. I start from the beginning working nearest to farthest away from the first unit. I hook the boost to the router, reset the boost and connect - done. I add the office amp right next to the boost - done. I go to the bedroom to add 2 play units, reset 1 and add it in. Done. I reset the second play and add it in and it asks me what room so I put in master - the same room as the first play 1. It deletes the first play one. I have to re-add it. Then I pair them - finally working. I go to bedroom 2 and add the first play one and assign it a room. As I add the second play one it asks me which of the 4 play's I'd like to add? I find the description and add it and then pair them. Done. I move to the patio and go to add an connect amp - I reset it and as it's flashing green I go to add it. The software then asks me which of the 4 play 1's I'd like to add. That's it I can go no farther. I'm stuck in this infinite loop of not being able to add any connect amps. Before the reset I tried multiple times to add multilple connect amps. None could be added to the system. They all would hang or say they are connected and then drop off.

I don't know what you got going on Sonos, but I'm getting tired of this. I've invested heavily in your ecosystem and you're not delivering the goods.

Now time to go back and start again - again and see if resetting the controller and using my wireless will finally put lipstick on this pig.

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12345Author

And even though my ios app doesn't show living room as a choice in rooms, the music plays through the tv. As you can see in the above screen shots it's there in ios in settings. And it's in my osx laptop app once that was reset. Buggy buggy buggy

1

12345Author

Funny, that last post got me thinking. So I went down to the library and with my laptop and viola - drop down menu to add the correct type of unit and bing - done. Bugs in ios app?

1

12345Author

Wow, 2 bridges, 4 connect amps done quickly. All on the osx app. No bugs there. The Play 1's on livingroom still wouldn't tie in so I'll reset and if not redo the whole package on OSX instead of ios.

1

12345Author

Reset the play 1's in livingroom, they bonded and then the room set-up without issue. Not a problem on OSX app. Impossible on IOS app. The issue's I've been having were exacerbated a few days ago when I reassigned the Sonos units to different IP addresses. Prior to this I'd have issues being slow, non-responsive for moments, etc. Then after the IP readdress no matter what was done, rebooted, etc throughput was horrible and even though Sonos units showed up in app when it came time to play they wouldn't connect even though they were connected on Sonosnet. I could see the individual units streaming data but they couldn't be grouped without dropping music source. It was horrible. Then to have another Sonos issue with the ios app not functioning is a PITA. Fix your shit guys. People pay good money for this. I hope you've already looked at my logs and are working on this.

J

John B

You have local network issues. I suggest calling Sonos Support

1

12345Author

I have roughly 60 devices on my network. 9 mesh WAPS, multiple NAS and other various equipment which communicate with each other both internally and externally. The Sonosnet was the only item having an issue. And that isn't on my network. It creates its own network. Sluggish communication to it's units, stuttering and lapsing sound, alarms not triggering or only on occasion and finally what promoted me to move it onto my network the lack of lack of connectivity to it's own devices on it's own sonosnet. The IP change made the problem on Sonosnet worse. I've seen that happen on mesh networks before under similar circumstances. Then the bottom fell out of it when I took it off of sonosnet. It seems finally with a complete reset of the system to be back to operational status. There are bugs in the system. Look at the photos. Read the details. You shouldn't be able to add play units that are part of another room. It simply shouldn't show up as available. I had one part of the ios app telling me there was no living room present while another settings portion showed a sub and soundbar connected (while it was streaming sound from a TV). Those aren't network issues. Those are software issues.

J

John B

I suggest you call Sonos Support

O

Outburst

Enthusiast II

I have roughly 60 devices on my network. 9 mesh WAPS, multiple NAS and other various equipment which communicate with each other both internally and externally.

So there is plenty of room for failures and to be fair, you do not seem to have any clue on how to manage this stuff. Call Sonos support...

J

John B

The Sonosnet was the only item having an issue. And that isn't on my network. It creates its own network. .Not so, actually. It doesn't create a separate network. With SonosNet running your network has two segments, a SonosNet segment and a WiFi segment, bridged by the wired component. But all IP addresses are given out by your router, for example. It is all one network - your network. Given your lack of understanding of how your network functions, you are surprisingly confident that the problem isn't to be found there.

Call Sonos Support.

1

12345Author

The Sonosnet was the only item having an issue. And that isn't on my network. It creates its own network. .Not so, actually. It doesn't create a separate network. With SonosNet running your network has two segments, a SonosNet segment and a WiFi segment, bridged by the wired component. But all IP addresses are given out by your router, for example. It is all one network - your network. Given your lack of understanding of how your network functions, you are surprisingly confident that the problem isn't to be found there.

Call Sonos Support.

Yes so actually - Mesh network - it's a network sonos creates which is hidden and likely communicating back to Sonos for assistance with data paths. It also creates it's own wireless hidden SSID. I have no control over how this network operates other than to give it ip addresses, an internet connection and no interference to it's wireless needs - which I provide.

The sonos units on my network are all static. I can't control how the mesh works but problems in the mesh will produce issues like I'm having. Unresponsive nodes, super slow connections, large lags in responsiveness.

Perhaps you should try answering the problems above since you are so knowledgeable about computing?

First question:
1) Why in the pictures above would I have in one part of my software two items (sub and soundbar) that have been assigned IP addresses, are streaming data through those addresses, and playing sound and yet they don't show up in another portion of the same software as being operational or set-up?

Second question:
2) If I go to add an item to my sonos system, and I click - add a player or sub - connect to power - power up - and then I see play1's that are already set-up and running in another room as options to add? They should not be showing up as they are assigned to other rooms. By showing that they are available to be added means that they are released from a location - but they aren't. The IP address likely needs some muffler grease right? Or perhaps one the PPPOE connections needs some fairy dust? I must have forgotten those things.

Compound the above issues with the alarm issue from December of 2016 which I'm happy to discuss how that is also my network naivety.

And then compound that with the stutters, drops, sluggishness I've been experiencing since December of 2016 and that's where I am in my post above.

Believe it or not I appreciate this product and want it to succeed. However coming onto this forum as you may or may not see brings risks. There are plenty of fan boys here who immediately point the finger away from sonos and to the poster. I read it time and again. And as a wireless product I can understand why. But there are issues with this product which I expect them to fix. I believe I've shown some of them above. Some I suspect is with the mesh while others I know from my posting above is with the software as you can see in my pictures. So I say again, fix your shit Sonos. And as for the two of you, answer my questions.

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