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Timc_ tim_c
Contributor I
October 17, 2020

I can't log in to the sonos.com website

  • October 17, 2020
  • 19 replies
  • 715 views

Hi.  I have been a sonos user for many years.

I am now unable to log in to the web site.  I consistently get messages right after providing my password that ‘sonos.com can’t handle my request’.

Due to the above, I am using another sonos.com account.  This account works great from all my machines.  The other account is inaccessible from all of my other devices and machines (except the sonos app -- that works fine).  Due to this disparity, I believe that the problem is on the server end, and it is not related to my devices in any way.

I have a lot of sonos devices.  Probably well over 30.  Is it possible that sonos is choking on this somehow?  I just moved about a dozen of them to this new account, hoping to ‘fix’ the login problem, but it didn’t work.

If any sonos employees want to look into this, the email address that I am having the problem with is the same as the one I am posting from, except for the bit appended after the “.”.

Please advise?

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19 replies

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Mark P
Mark P
Retired Sonos Staff
December 20, 2020

Hi @edgtg.

Welcome, thank you for reaching back to Sonos Community.

Yes, this is a known issue right now with some accounts in Sonos.

I would like to recommend calling our customer phone support on this so you can be assisted with more thorough and in-depth troubleshooting steps.

If you need help with any other information, please be sure to let us know.

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tpc995
Lyricist I
December 24, 2020

I have been in contact with support for a while on this now.  They are working on it.

I actually had 2 different sonos.com accounts "break".  I discovered that if I remove devices from my Sonos.com account (by registering them to a different account), the web site started responding again.  I didn't check exact numbers, but it seemed that it would not load with over about 35 or 40 devices registered to the account.  Once I reduced the number of devices registered within the account to closer to 30, I was able to log in again.

Ps:. I am the same person who originally reported this .  Another side effect of the problem is that I can't access forums with broken accounts!

    Mark P
    Mark P
    Retired Sonos Staff
    December 24, 2020

    Hi @tpc995.

    Welcome, thank you for reaching back to Sonos Community.

    Hopefully, your issue will be resolve right away by our engineers.

    If you need help with any other information, please be sure to let us know.

    Help others find useful content by clicking the like button and selecting the best answer to your question
    pozzello2
    Lyricist I
    December 31, 2020

    The headers from AWS (Sonos origin host) in response to login for some accounts (those with many Sonos units) are too big for Sonos’s CDN partner, Akamai.   While it’s kind of nutty to have so much data in HTTP headers (and even more unsupportable to have it grow with the number of units registered,) this limit (8kb) is configurable on Akamai’s side, and will be addressed… 

    PS: the ‘2’ in my username for this post may give a clue as to how/why this was identified.  IE, my login was broken like the OP and I was in a position to troubleshoot…

    pozzello
    Avid Contributor III
    January 8, 2021

    I am pleased to report the header limit thru Akamai has been mitigated  Users with many devices and/or upgrade offers (which results in large set-cookie headers from Sonos origin) should now be able to log in to www.sonos.com web site.  At least mine is working, and yours should as well if previous affected by this, until the next time the increased header limit is breached… 

    pozzello
    Avid Contributor III
    January 12, 2021

    For reference, I had 62 devices associated with my account (37 of them eligible for the upgrade program) so the resulting http set-cookie heders from the Sonos origin servers were larger than Akamai’s 8k header limit  and the browser would get a 502.   Akamai raised this limit (to 16k) for the Sonos configuration to mitigate this, but the root cause is poor header management on the Sonos origin side.  Data like that should be passed in the BODY of the response, not the headers...

    Uspolo21342
    Lyricist I
    January 13, 2021

    Looks like enough people were reporting this problem for them to Fix it, It took about 3 weeks or so, but I am able to login again and go through upgrade program!

    Thanks Sonos!

    pozzello
    Avid Contributor III
    January 13, 2021

    Thanx for confirming the issue is fixed for anyone but myself.

    As I mentioned and described in detail, the issue was not fixed by Sonos.  It was mitigated (for now) on Akamai’s network, between you and the Sonos web servers that generate the content with (previously) too-large HTTP  headers…

     

     

      timc995
      Prominent Collaborator I
      February 6, 2021

      I am the OP.  I just today thought I'd try again, and to my surprise it worked!

      I had migrated to another account.  With the limit now 16k, it still feels like I could breach that someday given how I use the account, but at least it's working for now.

       

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