Sonos causing Mac crash

Hello again, @sonosamas.

I even still have your diagnostic up here on the screen to look over from the other thread. I’m also inclined to believe that this is a security setting within your Mac itself, are you running any other security programs than Norton? You may want to check the settings for Norton 360 and Mac OS firewall to make sure that everything is inline. If the settings are correct and your mac still crashes, we would need the crash logs themselves. In this case I would suggest starting a support ticket with us so we can take care of this with you.    

@Jean C. Thanks for your insights.  I had a long remote troubleshooting session with Norton a few days ago.  They adjusted my firewall settings and told me everything is properly configured.  I kinda don’t trust them because I had to go back and clean up some app exclusions that they forgot to add.  Also, even with all the exclusions set they way they say will work -- the system still crashes frequently.

All of that to say I think Norton is the culprit, but am not sure how/what to fix.  I haven’t yet followed up with Norton (need a space where I can blow 1-2 hours with their tech support).

I’m on the phone with Sonos support now to open a ticket.  Hopefully between Sonos, Norton, and Apple (yeah right...) we can find a solution.

Thanks again!

Hi @sonosamas, that sounds like a party alright. 

I also suspect that Norton is the culprit but without remote access myself I could only speculate on which toggle is astray.

Keep us posted on your progress and we’ll all be happy to assist you further if necessary. 

@Jean C. Support case number.

They think it’s Norton and told me to check back with them.  Will send update on Norton when available.

Appreciate your support.

Moderator Note: Personal Information edited

@sonosamas Any further insight into this issue? I have exactly the same problem, running Catalina 10.15.4, Norton and Sonos. I deleted a previous version of Sonos, downloaded a new version and still the same thing happens -- the whole system crashes to a black screen of death shortly after I launch Sonos.  Any help would be helpful.

@lapnews I suggest opening a support ticket with Sonos.  Include a Sonos diagnostic and the crash report(s).

I wasted countless hours with Norton support and their only solution was to remove/reinstall.  I reinstalled Norton at least 8 times over the course of several months.  This never fixed the problem and Norton wasn’t interested in doing additional research.

I haven’t checked with Apple, but I expect them to blame Sonos or Norton based on past experience with another macOS issue.

This isn’t quite a “fix” but I recently removed Norton and switched to McAfee.  My employer just started a home use program, so it didn’t cost me anything to switch.

Results???  TWO WEEKS with no crashes whatsoever!  With Norton, my system often crashed even without Sonos as a preceding event.  Everything is running smoothly after the swap.

In summary, I don’t know if a “fix” is yet available -- but the problem seems to lie with Norton, and removing Norton correlates with my crashes going away.  To Sonos’ credit, they at least wanted to investigate the problem further.  Norton just wanted to reinstall whenever I raised the issue.  YMMV contacting Apple.

Hope this helps.

@sonosamas Tnx for the thoughtful reply. I will do as you suggest and open the Sonos ticket. Resisting the idea of replacing Norton for various reasons, but maybe it’ll come to that.

Hey, all, this is *definitely* a Norton issue, in my opinion. I’ve been running the Sonos controller on my Mac for years with no problems. Just installed Norton this week and now boom - every time I start Sonos, I get prompted for whether to allow a connection from one of the Sonos devices. I say Allow, and within 10-15 seconds, I get the black screen of death. Tried fiddling with the Norton settings, but it doesn’t help. Norton will be removed from my laptop ASAP.

I agree with Nigel as I get exactly the same symptoms. 

Exactly the same issue. Current OS. Deleted app from MacBook Pro and downloaded latest version. When I launch app I receive notice that network device wants access, then immediately have instant shutdown. I am using Norton Security. If Norton *is* the culprit, any suggestions on best alternatives?

FWIW, I’ve used Norton literally for decades with no issues, so it feels rather silly to replace an effective app because this has *only* ever happened with the Sonos app!