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Sonos App doesn't find existing system.

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D

Hi,

I was having the same issue with my wife’s iPhone (my phone works fine). Not sure why this setting on her phone changed - but what resolved the issue was going to setting>privacy>Local Network - and flipping the Sonos to “allow” or “on”. 
 

No issues logging on or with the app connecting after this (so far today). 

Paul A
Userlevel 6
Badge +17

Hi @andrewmmccallum.

Welcome to the Sonos community and thanks for bringing this to our attention. I know how confusing it can be that other mobile controller works with Sonos but not your wife’s mobile device. Let me help you out with that.

I would like to recommend the following steps.

  1. Can we try to check (your wife’s iPhone and your Phone) if they are both connected to the same WiFi name. If they are not, please make sure they are connected to the same WIFi name. It may help if we move a little bit closer to a Sonos product while we turn off and turn on the Wifi connectivity on your wife’s iPhone.
  2. Close the mobile data connection on your Wife’s iPhone and restart the mobile device by turning it off and turning it back on. Let’s move a little closer to your Sonos device.
  3. Once your wife’s iPhone is turned back on and you are close to one of your Sonos product, turn on the WiFi connection of your wife’s iPhone (keep mobile data off) and connect to the same WiFi name your phone is connected to.
  4. Open the Sonos App and tap on connect to the existing system.

If the above recommendation does not work, I would like to ask if we can submit a diagnostic from your working Sonos App so we can check what is going on. I would also like to ask if we can provide some details about your network to be able to understand your network layout.

  1. Router make and model.
  2. Modem make and model.
  3. Wifi booster or extender make and model.
  4. Mesh system make and model.
  5. Secondary or tertiary router make and model.
  6. Other devices wired to the router.
  7. Network switch or hub make and model.
  8. Other devices wirelessly connected to the router.

Please let us know if you still have further questions or concerns. Here in the community, everybody can help you out.

Thanks,

 

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A

I’m having a similar issue with my wife’s phone. My phone, iPad and computer all work fine but her brand new iPhone cannot connect at all. All it does is just spin and says it cannot find the existing system. She’s removed the app several times and still no luck any advise on what to do with her device as there’s obviously nothing wrong with the existing system. 

Paul A
Userlevel 6
Badge +17

Hi @Lalin.

Welcome to the Sonos community and thanks for reaching out to us.

I would suggest trying to go through these guides.

  • Here is a guide on how to fix Rooms missing from the Sonos app.
  • Here is also another guide on how to connect Sonos to a new router.
  • Another guide I would like to suggest is cannot connect to Sonos prompt on the Sonos App.
  • I would also suggest connecting one Sonos device to the router to generate Sonos Wifi and then the rest of the Sonos devices should be wireless.
  • Connect the Sonos device first via ethernet cable to the router then plug it into power.
  • Once the Sonos device that you connected to the router has a solid white light, reboot the rest of the wirelessly connected Sonos device. (unplug them from power and plug them back after 10-15 secs)

Please let me know how it goes. Here in the community, we are always here to help.

Thanks,

 

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L

I use an iPhone and have a couple of Sonos One and an IKEA Symfonisk and have the same problem. The Sonos app can’t connect to the Sonos system all of a sudden. Everything else works fine (ie no problem with the router or internet) and I can listen to the latest played radio if I turn on any of my Sonos devices manually ie via the play button. But trying to change via voice I get a response from google assistant saying there seems to be a problem. 

Paul A
Userlevel 6
Badge +17

Hi @Konstantin79.

Thanks for the update and immediate response.

I would like to ask and confirm, does everything work now on both Sonos controllers (mobile devices)? I would be morethan happy to send this to our engineering team to take a look into.

Please let me know if you still have further questions or concerns. We are always here to help out.

Thanks,

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Paul A
Userlevel 6
Badge +17

Hi @SonosIsGarbage2.

Welcome to the Sonos community and thanks for reaching out to us. 

 Are you having the same issue with the original poster? We also need to know what type of Sonos system and network component that you’re currently using. The reason I ask is because my reply was solely addressed to the original poster based on his Sonos system and network. I would like to know what seems to be the issue? What Sonos devices do you have and what issue/ concern you have that I may help you with.

Please let me know if you still have further questions or concerns. We are always here to help out.

Thanks,

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K
Userlevel 1

Thanks for the answer even though just a deflection and nothing to do with the problem at hand - the mesh network couldn't be the problem since the overall system is still working via my partners phone (as described). Just the app on my phone lost the system and wouldn't reconnect. I found a solution that worked: I disconnected the TV from the Sonos Beam (which is 1 of 3 Sonos devices in the house and connected by cable). The moment I disconnected the TV the app was able to reaquire the system that was setup already... I tried following the instructions before with both Sonos One and Beam before doing this without success. Maybe you can share that with the intern responsible for your app as a hint for troubleshooting…

Sorry I know you are working the forum and it's not in your control but please share with the product team so they can make some much needed improvements.

S
Userlevel 2

What are you talking about Paul? I. Having the same issue. Why should I have to call anyone besides Sonos that has failed its customer by not creating a compatible system? I've had nothing but problems with this bugged filled, complicated software. Every time I get the courage to attempt to use it, I quit in frustration after wasting too much time, caught in an endless cycle that never resolves the problem.  This is the most non user friendly, complicated junk I've ever used.

Paul A
Userlevel 6
Badge +17

Hi @Konstantin79.

Welcome to the Sonos community and thanks for reaching out to us. We apologize for the inconvenience.

I would like to suggest the following option to possibly get Sonos running on your Google Mesh system.Try calling the manufacturer to seek assistance in getting your Google mesh running on bridge mode/access point mode. This configuration disables the Google Mesh system from Generating their own IP-address individually. Instead, the main router where the main Google Mesh is connected to will be the only networking device to generate and distribute the IP-address. This allows both local communication between devices and internet connectivity. This topic which was created by one of our members here in the community explains in a more in-depth description of situations with morethan 1 router which also includes mesh systems.

I hope this helps.

Please let us know if you have further questions or concerns. We are always here to help.

Thanks,

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