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Cannot find Sonos+Ikea SYMFONISK system after Wifi router change

Forum|Forum|4 years ago
August 14, 2022
18 replies
3186 views

Hi,

I changed Wi-Fi router (and therefore username/password), and cannot connect to my Sonos+Ikea SYMFONISK system anymore.

More precisely, the app fails in finding the Sonos system.

I followed the dedicated instructions:

https://support.sonos.com/s/article/1061?language=en_US

The screen says:

“Assurez-vous que tous vos produits sont allumés. Cette opération devrait durer entre 1 et 2 minutes”

with a “Trouver le système” (find system) button

But after pressing the “Trouver le système” (find system) button, the screen says:

“Recherche de votre système en cours…” (currently looking for your system)

…and after just a few seconds, it goes back to the initial screen (“Assurez-vous que tous vos produits sont allumés. Cette opération devrait durer entre 1 et 2 minutes”) with the same “Trouver le système” (find system) button.

And so on and so forth.

Note that by plugging the Sonos SYMFONISK system into the router using an Ethernet cable, everything works fine. I tried rebooting, disabling/enabling Wi-Fi from the Sonos app, but nothing seems to work.

Also note that it is not a viable option for me to use the Sonos SYMFONISK system only using the Ethernet cable.

Any clue?

Technical info on the app:

Version: 14.12

Sonos OS: S2

Tehcnical info on the system:

Sonos OS: S2

Version matérielle (hardware): 1.20.3.3-2.0

ID de série: A100

Wi-Fi router: Freebox (2.4GHz, but maybe 5Ghz too?!)

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Best answer by enceintesparis

So, I chatted 2 hours with the support, and they weren’t that helpful (saying a lot of stuff like change DNS to Google, enable UPNP, enable multicast…, which had no result), but eventually they said: just try to configure using a different mobile device.

Which I did. I used a Samsung tablet (instead of my Honor View 10 mobile phone), and… it worked 😳 The tablet immediately found the system, asked me to remove the Ethernet wire, and then to input the Wi-Fi credentials.

The very strange thing is: I did configure earlier this year the same Sonos system with my very same Honor View 10 mobile phone on my former router without any issue.

Anyway, problem solved. The bad news is: I have no idea why!

Also note that, contrarily to what everyone said (here and support): having a 2.4GHz and 5GHz with the same or a different SSID plays strictly no role on a Sonos system, at least with a Freebox router: I can (now) control the Sonos system from either a mobile connected to the 2.4GHz Wi-Fi SSID or from a mobile device connected to the 5GHz Wi-Fi SSID. It is always recognized.

Thanks for the help anyway!

Show previous replies

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enceintesparisAuthor

Trending Lyricist I

OK, I decoupled my networks (one ID for the 5GHz, another ID for the 2.4GHz) and I forced my phone onto the 2.4GHz.

Sadly, the problem remains exactly the same:

Voulez-vous ajouter un réseau de confiance à Sonos ou modifier un réseau existant ? Oui (only choice: yes, to add a network)
“Recherche de votre système en cours…” (currently looking for your system)
“Assurez-vous que tous vos produits sont allumés. Cette opération devrait durer entre 1 et 2 minutes” with a “Trouver le système” (find system) button

…alternating between screens 2 and 3.

How can I factory reset the speaker?

ratty

Could be. See if you can split the bands onto different IDs, or at least disable band steering.

ratty

Our posts are crossing.

To reset, see here: https://support.sonos.com/s/article/1096

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enceintesparisAuthor

Trending Lyricist I

OK, I just have factory reset the speaker. Then:

I have reset the app
I reopened the app
I followed the instructions
The app immediately found the device (SYMFONISK Étagère) but… …there was a problem with the network!

Here are the screens:

Connectons votre appareil mobile au réseau temporaire de votre SYMFONISK Étagère: SONOS-XXXXXXX… (let us connect your mobile device to the temporary network of your SYMFONISK device) Continuer
Connection à votre SYMFONISK Étagère en cours… (currently connecting…)
Un problème est survenu lors de la configuration. Redémarrez votre appareil mobile ou utilisez-en un autre, et retentez la configuration. Ou connectez votre SYMFONISK Étagère au routeur par câble Ethernet. (“A problem occurred. Restart and try again. Or connect your SYMFONISK device to the router using an Ethernet cable.)

What kind of “temporary network” is the speaker using? Is it Wi-Fi? Bluetooth? So there might be a physical problem in the device?

Note that, again, connecting by Ethernet cable works perfectly; there was some sound exchange, and then everything worked. And then, using the app, trying to set up the Wi-Fi, I enter into the usual problem:

Voulez-vous ajouter un réseau de confiance à Sonos ou modifier un réseau existant ? Oui (only choice: yes, to add a network)
“Recherche de votre système en cours…” (currently looking for your system)
“Assurez-vous que tous vos produits sont allumés. Cette opération devrait durer entre 1 et 2 minutes” with a “Trouver le système” (find system) button

…alternating between screens 2 and 3.

ratty

During setup the app uses a direct connection to the speaker, either ad-hoc WiFi or Bluetooth LE, sometimes NFC.

I can only assume that something is not quite right with your router. You’d best wire the speaker again, submit a system diagnostic (Settings/Support), note the confirmation number, then phone Sonos Support. They have a lot of tools which can help resolve the problem.

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enceintesparisAuthorAnswer

Trending Lyricist I

So, I chatted 2 hours with the support, and they weren’t that helpful (saying a lot of stuff like change DNS to Google, enable UPNP, enable multicast…, which had no result), but eventually they said: just try to configure using a different mobile device.

Which I did. I used a Samsung tablet (instead of my Honor View 10 mobile phone), and… it worked 😳 The tablet immediately found the system, asked me to remove the Ethernet wire, and then to input the Wi-Fi credentials.

The very strange thing is: I did configure earlier this year the same Sonos system with my very same Honor View 10 mobile phone on my former router without any issue.

Anyway, problem solved. The bad news is: I have no idea why!

Also note that, contrarily to what everyone said (here and support): having a 2.4GHz and 5GHz with the same or a different SSID plays strictly no role on a Sonos system, at least with a Freebox router: I can (now) control the Sonos system from either a mobile connected to the 2.4GHz Wi-Fi SSID or from a mobile device connected to the 5GHz Wi-Fi SSID. It is always recognized.

Thanks for the help anyway!

ratty

Having a phone on a different WiFi band to the speakers shouldn’t in theory matter at all. Some routers however have been found to block multicasts between network segments, thus preventing a controller on 5GHz from discovering players on 2.4GHz.

As for band steering, it has sometimes been found to cause problems when a router tries to force a Sonos unit over to 5GHz.

So it sounds like it may have been your Honor phone’s interaction with the new router which caused the original problem. Good to hear you now have a solution.

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enceintesparisAuthor

Trending Lyricist I

In any case, to play safe, I kept decoupled the two networks (2.4GHz, and 5GHz) to avoid any issue. And Sonos is only connected to the 2.4GHz.

But for sure I can now access the Sonos system from any of the networks.

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