Can't connect to Sonos error

Hi @Bernard_Donohue 

Welcome to the Sonos Community!

As your Mac connects, we know your Sonos system is online (I can also see it’s online right now). Therefore, we have to assume that whatever the problem is, it’s to do with the network or the phone.

When you turn your router off, do you leave it off for a good 30 seconds or so? If not, please try that. Please also reboot your iPhone too.

Please also check which WiFi your phone is connecting to - if you are connected to a guest WiFi, for example, you’ll get connected to the internet but not to Sonos.

Do you have another phone/tablet you can try? Does it do the same?

You mentioned hard-wiring Sonos to ethernet - does that make the system connect on your iPhone?

Thanks. I’ve tried all of this but sadly, it doesn’t eliminate the issue. It seems that every time my phone loses the Wi-fi (say because of leaving the house) the connection to the Sonos is lost and the only way to restore it is via a reset of the entire Wi-fi. If it was once in a blue moon it wouldn’t be an issue but it’s literally every time. If the app was updated a few days ago (I don’t know how to check when it was last updated) then that might imply a glitch in the update?  I’m going to try uninstalling the app on the phone and reinstalling to see if that makes any difference. 

In my experience, it’s more to do with the reboot that happens during the update than the update itself, though this isn’t impossible, of course.

There are a couple of new settings on iPhones that can directly affect it’s ability to connect to Sonos:

1. Local Network permissions on iOS 14+. This option can be found in the iPhone’s settings, under Sonos.
2. Private Address on iOS 14+. It’s not clear to me why this causes an issue, or if it’s confirmed that it does at all, but there’s a thread about it here: 

Reinstalling the Sonos app is a good way to fix both of these issues/options in one fell swoop, so please do so - good idea!

I have exactly the same problem on my iPhone 11, iOS 14.4.2 It’s only been doing it in the last week or two.  My iPad 14.4.2, still connects all the time but my wife’s older iPad has the problem. No router change or WiFi change, it’s just happening and driving me nuts. It’s Sonos 1, with two Play 5’s, a play 3, Sonos One with Alexa.. and Alexa operates it fine. I note that my iPad has not updated the Alexa app that is pending but my iPhone updated it a week or so ago…. could it be that. We can’t be the only ones with this problem recently occurring. I’m in double figures for router reboots, iPhone reboots after leaving Sonos devices off for 30 minutes….very fed up and disappointed

Ah, I just saw the link to Disabling Private Address, I did that on my iPhone, opened the Sonos 1 App… and it worked straightaway!!

What’s weird is my iPad has the same setting still enabled but works perfectly.

Does the app need updating to cover a bug causing this?

I don’t see how it could be the Alexa app, no. Did you follow the steps above and reinstall the apps? If so, and you’re still getting the connection issue, I recommend you get in touch with our technical support team, who have tools at their disposal that will allow them to give you advice specific to your Sonos system.

Thank you Corry.

Yes I have deleted the App and data twice, along with router reboots and Sonos devices being off, then switched on after router and iPhone reboots. Reinstalling the App, worked but only until the next morning, when it failed to connect again on both occasions and hangs on the Rooms tab. 
As I posted earlier, disabling the Private network address, allowed the Sonos 1 app to come straight back into life….but lets see if it still works tomorrow.

The iPhone failed to connect again this morning, hanging on the Rooms tab as normal. I checked and the Private network address is still disabled. The iPad is still connected and works fine as it always has.

soooo frustrating!

@sonostrip 

Sorry to hear you’re still having problems. Do you have a mesh network, or anything that extends the reach of your WiFi?

It has been set up on normal Wifi, using a BT smart Hub 2 for the last 4 months. Before that and before I added the Sonos One 4 months ago, it was using the old Sonos bridge mesh network. Would it work better if I went back to using the sonos bridge in the system, providing the Sonos One and Alexa work with the bridge?