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Rics90
Contributor I
October 21, 2020
Answered

Problem Sonos S2 --> iOS 14.1

  • October 21, 2020
  • 17 replies
  • 2715 views

Hello hello :slight_smile: . After searching and reading a lot and contacting the Sonos support (useless unfortunately), I would like to share here my problem hoping to find a solution.

I’ve a Beam and a couple of SYMFONISK for the surround. The system works fine, I can connect and control with my Android phone, my Mac and ever send content with Airplay 2 from my iPad Pro 12.9 2nd gen. The problem is the Sonos S2 on the iPad that cannot see the system. 

I’ve done all the tips suggested by support with no luck. I’ve all the products with the latest SW update, including iOS 14.1 on the iPad, which I think is the problem. I give all the permission, obviously, included the beautiful Local Network. BUT, every time that I open the app and try to Join an existing system, it gives me a pop up saying that I’ve to grant access to the local network to the app. I press ok, the permission is active and after a couple of seconds of searching, it says that is Impossible to find any Sonos product on the network. 

Another funny thing is that the Sonos S1, even tho it cannot control the system, if I press About my system, I can see all my product listed and detailed.

Any thoughts?

Thanks anyways! :grinning:

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    Best answer by Rowena B.

    Hi @Stuffu, thank you for your reply and for submitting the diagnostic. Let me check it for you.

    Based on the diagnostic, there's interference in your wireless network that may be caused by wireless congestion; your Play 1's are don't have a connection to the Sonos cloud server. These network-related issues are the reasons causing the issues with your Sonos system. Also, upon checking your Sonos system is already updated. You may just need to refresh the connection of your devices. Let me suggest the following basic troubleshooting to address your concern.

    A sequential reboot means that we need to do this in order.
    1. Unplug your network devices (modem, router, any wireless access points on the network) from the power and wait for 60 full seconds before you plug it back in.
    2. Once the router is back online, unplug all your Sonos devices from the power. Please wait 15 seconds before you plug back them back in.
    3. Force close the Sonos app from your iOS or Android device.
    4. When the status light on your Sonos speakers are solid white, get back on the Sonos app and check if you're connected.
    5. Play music from your music service to test.

    After performing the steps above and you're still experiencing the same problem, hardwire one of your speakers to your router and observe your Sonos system. Please submit another diagnostic for us to check if the errors have been cleared out.

    Please feel free to reach out in the future if you have any other questions.

    You're always welcome here.

    17 replies

    Show previous replies
    Rowena B.
    Rowena B.
    Retired Sonos Staff
    October 25, 2020

    Hi @Stuffu, thank you for your quick reply and for submitting the diagnostic. Let me look into it.

    Based on the diagnostic, your Sonos Arc is wired to your router but the WiFi is disabled on the device this is why you can't add the Sub.

    We don't usually recommend factory resetting Sonos products since we haven't identified the root cause of the problem and it may not resolve the issue.

    I'd like to suggest the following steps to see if this would work for you.

    • Enable WiFi on your Sonos Arc.
      • In the Sonos app > Settings > System > Tap Sonos Arc (the name of the room) > Enable WiFi. The app will show which is currently selected with a checkmark.
    • Now that you have wired your speaker to your router, please change the wireless channel on the Sonos app and set it to 11.
      • In the Sonos app > Settings > System > Network > SonosNet Channel > Change the wireless channel to 11.

    Monitor the performance of your Sonos speaker, if you're still having the same problem  I recommend contacting our Sonos Customer Care support to perform in-depth troubleshooting and understand your full network setup. Our phone support has the tools to check what's going on in your system and to remotely access your device to address the issue. 

    I really appreciate the time and effort you've spent doing all the troubleshooting steps, and it would be best for you to continue working with us over the phone to expedite the process. 

    Let me know if you have any questions about this. The Sonos Community is always here to help.

    Help others find useful content by clicking the like button and selecting the best answer to your question.
      Stuffu
      Trending Lyricist I
      October 26, 2020

      Thanks @Rowena B. well that explains it, guess problem is solved. I believed that I should deactivate WiFi to enable wired connection. But now I know this happens anyway. Thanks for your help!

        Rowena B.
        Rowena B.
        Retired Sonos Staff
        October 26, 2020

        Hi @Stuffu, thank you for your update. I'm glad that the issue has been resolved.

        Please continue to monitor your Sonos system. If you encounter any issues, just submit a diagnostic and let us know the confirmation number for us to check what’s going on.

        Please do not hesitate to reach out or create a topic if you still have further questions or concerns. 

        The Sonos Community is always here to help.
         

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

        I am having an issue using Airplay from my Iphone X and my Ipad since updating to IOS 14 - neither sees my Sonos speakers.

        but my partner who has not updated to to IOS14 & is still using IOS 13 has not problems with Airplay seeing and using the Sonos speakers.

         

        Any ideas

        Rowena B.
        Rowena B.
        Retired Sonos Staff
        January 2, 2021

        Hi @BarmiMV,

        ​Thanks for reaching out to the Sonos community and for letting us know about your concern. Let me ask a few questions to isolate the issue.

        • Please make sure that your iPhone and iPad are connected to the same network as your Sonos speakers.
        • Can your iPhone and iPad connect to the Sonos app and able to stream music?
        • Have you tried to turn off and turn on your iOS devices?

         

        To help you check about the AirPlay issue,  I'll be requesting a diagnostic report submitted from your Sonos system. Please don't forget to include the confirmation number in your response to look into your system and find out the cause. We'll wait for your reply.

        Please feel free to reach out if you have further questions or concerns, we’ll be glad to assist you.

        Help others find useful content by clicking the like button and selecting the best answer to your question.
        BarmiMV
        Lyricist I
        January 2, 2021

        Hi. thanks for the response. Found advise on another site that recommended a hard reset of my device ( should have thought of that first) 

        The hard reset worked  at this stage. 

          Rowena B.
          Rowena B.
          Retired Sonos Staff
          January 3, 2021

          Hi @BarmiMV, thanks for your response and for updating us that the issue has been fixed after the hard reset. Please feel free to reach out in the future if you have any other questions. You're always welcome here.

          Help others find useful content by clicking the like button and selecting the best answer to your question.
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