Sonos App offline and keeps removing my speakers

Forum|Forum|5 years ago
December 12, 2020
12 replies
945 views

Hello all!

So this is a super weird issue. I have had 4 SYMFONISK Sono speakers for about 18 months now. These speakers have been phenomenal and have never given my any issues… until today.

Today I noticed that when I opened the Sonos App, it said that it could not connect to Sonos and the icons were all just the pulsating gray loading color. I gave it a few hours because I wasn't using them and it never fixed itself (I assumed it was wifi issues).

I then went through and reset all 4 of my speakers and created a new “system” on the same wifi network.

Now after doing that, I began playing music and only 2 minutes into the first song the music stopped and I began experiencing the SAME issues. This issue also included my products missing under the “System” option in the settings. I have been closing and reopening the apple for some time now and now one of my stereo pairs went from not existing to being “Bedroom (L+?)”. I am not sure why it keeps disconnecting from the products that I JUST connected.

Anyways, please feel free to ask questions. I have NEVER had issues with anything Sonos and I have always loved them but I am baffled by this. I have attempted to troubleshoot it by resetting my router, changing router settings (connecting them directly to the 2.4 ghz network instead of 5 ghz), reseting all speakers and re-adding them, etc.

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Best answer by Kylef5993

Hi!

Thanks so much for all of your help. Honestly I just completely reset my router and set up my speakers again. I’m not sure exactly what happened to cause all these issues but resetting my router resolved everything.

Show previous replies

Simon B

Retired Sonos Staff

Hi @Kylef5993, thanks for the update and for sending a diagnostic report of your Sonos system, It shows that one of the speakers are on Channel 1, but the other 2 is on Channel 11, Also, there is a Home Channel Mismatch detected between Players that’s why the household Netsettings are out of sync. It also detected low bandwidth signal from the router. Kindly contact our phone support team for further assistance and more in-depth troubleshooting steps. They may request remote access to get into your router settings since it is on channel 8, where the Sonos recommended Wi-Fi channels are 1,6, or 11.

Keep us posted on how it goes and we're here to answer any further questions you have.

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Kylef5993AuthorAnswer

Contributor I

Hi!

Thanks so much for all of your help. Honestly I just completely reset my router and set up my speakers again. I’m not sure exactly what happened to cause all these issues but resetting my router resolved everything.

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