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The Limper
Trending Lyricist I
November 19, 2021

Sonos App Locks up on Android Since September 2021

  • November 19, 2021
  • 22 replies
  • 931 views

My sonos apps on all (5) of my phones has stopped working since the September update to Sonos in 2021.   
 

It does, however, work on the PC and on an older, unsupported version of android on an old tablet.

 

I have contacted support (5) times and they escalate to tier two, and that is where the support ends.  They promise they will call or email me but… well, its almost Thanksgiving.

 

Oddly, the widget to control a single speaker will work from the phones to fast forward and pause and unpause music, but that is it.

After looking at the last 60 scathing reviews of the app I can see I am not alone despite what technical support has been telling me.

 

So, what gives, is Sonos just done as a company, are they actively working on correcting this and I can keep my system or do I just need to abandon it and move on?  

Please advise.

FYI, I have taken the following steps before its recommended:

  1.  factory reset all speakers
  2. uninstall/reinstall the app
  3. everything is updated
  4. hardwiring speakers
  5. running a single speaker

Thanks in advance,

Kirk

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22 replies

buzz
buzz
Grand Maestro
November 19, 2021

Which model phone are you using? Which version of Android? What are the error messages, if any?

For the record, I’m not having issues on my Samsung Galaxy S20 FE 5G running Android 11.

    John B
    November 19, 2021

    I also have no problem with three Android phones.  If even a vanishingly small percentage of Android users were having this problem the forum website would have crashed by now under the weight of complaints.  So this is clearly not a general problem that Sonos need to ‘fix’.

    But that does not help you resolve your issue, which is clearly significant for you.  If you answer @buzz ‘s questions then it may be that someone on here can help.

      The LimperAuthor
      Trending Lyricist I
      November 19, 2021

      No longer work after Sonos2 app updated in September, Version 13.3

      Moto G7 running Android v 10

      Pixel 4 running Android v 12

      Pixel 3a running Android v 11

      Galaxy A10e running Android v 11

      Moto G Power running Android v 10

      LG v35 running Android v 11

      Galaxy Tab A7 Running Android v 11 (tablet)

       

      Still working

      Galaxy Tab S2 running Android v 7 (tablet)

      Windows based Sonos , PC app v 13.4 (windows 10 and 10 Pro)

      Widgets for Sonos on any phone.  The widget only allows you to pause/play and skip to the next song

       

       

      The system has been working perfectly fine from May until September with no changes except Sonos Updates and Android updates.  No network changes were made and no speaker changes were made.

       

      As for error messages, it just says Sonos has stopped responding  (wait, close, send feedback).  Essentially what happens is after 2-3 seconds, the app just stops responding.  You can uninstall, reinstall, etc.  Once you connect to the system it locks up after 2-3 seconds of time.

      I have rebuilt the system (2) times already, one speaker at a time (factory reset, etc) and it repeatedly happens.

      Hope that helps.

      John B
      November 19, 2021

      Thanks. Please give some info about your router and network.  Any mesh network?  Extenders or access points?  Dual band.

      Do you have any form of VPN installed on the phones?

      Do you have a Sonos device wired to your network or are you fully WiFi?

      Is your system on v13.3 as well as the apps?  (It would be best to get apps and system on to the latest 13.4 now anyway)

      The LimperAuthor
      Trending Lyricist I
      November 19, 2021

      Netgear Orbi Mesh.  2 nodes.  I had shut them down previously with tech support and it did not correct the issue.

      Yes, broadcasting both bands 2.4 and 5ghz 

      No VPN

      I had hardwired some of my speakers per tech support request and it did not correct the issue.

      John B
      November 19, 2021

      Sorry, I added an edit regarding the version the system is on as opposed to the apps.  Could you post a screenshot of the ‘About my Sonos System’ screen from your PC controller please?

      The LimperAuthor
      Trending Lyricist I
      November 19, 2021

      Thanks for your help.

      Just as an FYI, the Netgear Orbi can not separate the 2.4 from 5 ghz channels since they took away telnet a while back.  I suspect you may want me to try separating them but that is unfortunately no longer possible.

      I can reduce the 5ghz power output to like 25% but that is not a perfect diagnostic tool.

       

      Please let me know if you need to see the rest of the Sonos Devices from this list.

      Below is a second PC also running the Sonos app.

       

      The LimperAuthor
      Trending Lyricist I
      November 19, 2021

      Also, I do not want to throw you off but the tablet that does work is also connecting via 5 ghz as are all of the phones.

      All Sonos products, including the Move, are on 2.4 ghz

      I can move them all to wired if need be, would just take a while to set up all of the cables and move them.  Should be enough room on the network switch.

       

      John B
      November 19, 2021

      Thanks for info.  A few more questions I’m afraid…...

      1. Do the Orbis connect to an ISP router?  If so, how?
      2. Is that router broadcasting a SSID in addition to that of the Orbis?
      3. What type of switch is it and how does it connect?
      4. Do the mobile phones on which the controllers are currently failing have IP addresses in the range 192.168.1.XXX? 
      The LimperAuthor
      Trending Lyricist I
      November 19, 2021

      No problem asking more info here:

       

      1.  The gateway for my ISP has the wifi shut off and is set to blind passthrough
      2. No, the gateway modem has the wifi turned off. 
      3. The switch is a D-Link unmanaged 24 port switch.  The DGS-1024D in case it matters.  It is plugged directly into the orbi on port 1 and all other connections are hooked up to the switch.
      4. All phones are on the same subnet as you described.  I have tried reserving and not reserving their IPs but for simplicity I switched them and all sonos speakers to DHCP

       

      Apologies for the delay, I am having to spend a little more time doing my dayjob but I do work from home, which helps.

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