Product not found on different OS

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Hello,

My issue is very weird, i have two iphones where i use the sonos S2 app

one X ios 14.4 (personnal)
one 11 ios 14.4 (job)

on the personal i have only one device my sonos 5 gen 2 on the job one i have my full system (sonos 5, sonos one and play one).

I cannot add any product on the iphone X, i reset the app uninstall / reinstall. Does any one have the same problem ?

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James L.Answer

Retired Community Staff

Hi @bricebox, welcome to the community.

I think in this case it would be best to submit diagnostics from both phones, take a note of each of the diagnostic numbers and get in touch with our customer care team. They’ll be able to have a look at the connections from both devices and help narrow down the root cause of this issue.

Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions.

James L.Answer

Retired Community Staff

Hi @bricebox, welcome to the community.

I think in this case it would be best to submit diagnostics from both phones, take a note of each of the diagnostic numbers and get in touch with our customer care team. They’ll be able to have a look at the connections from both devices and help narrow down the root cause of this issue.

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Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions.

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briceboxAuthor

Contributor I

thanks, i call the customer care team and they fixed the problem ;-)

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James L.

Retired Community Staff

Ah, wonderful! I’m glad to hear it was all sorted for you.

Do you mind telling us what they did to fix it? It might help other users who have a similar issue :smiley: