Sonos iOS app often fails to connect

Simply submitting a diagnostic doesn’t accomplish much because there is no notification to staff that you have had an issue and submitted. With enough motivation staff can dig up your submissions, but it is extra work for them. When you post here or call support, it is expected that you will give the confirmation number. It is best to submit within about 10 minutes after an event because fine detail scrolls out of the buffer. Also, a reboot trashes most of the data.

When the controller is working, go to Settings → System → About My System. Here all of your units should be listed, along with their IP and MAC addresses. Due to an Apple restriction, FING on an iDevice cannot display MAC addresses. MAC addresses are formatted: aa:bb:cc:dd:ee:ff. aa:bb:cc is unique to a manufacturer and dd:ee:ff is unique to the device port. A device may have multiple ports. Sometimes a device might return extra data, such as a name, to FING, but I have not found this data to be consistent. For example FING might display ‘Toms iPhone’ on your iDevice, while another device will not display anything useful. In some cases I’ve seen an indication that an entry is a SONOS player, but the room name is not displayed. FING can only display devices that reply to a general query at some point. Devices seen in an earlier scan, but currently not replying, will be listed as offline.

Unlike phone/pad, SONOS devices are not designed to roam. Your SONOS devices only allow one SSID (WiFi network name) and password to be defined for WiFi.

An alternate way of using SONOS is to wire one or more SONOS units to your network. SONOS will create a private network and ignore WiFi. WiFi will ignore SONOS. If you go this route, it is best to remove the WiFi details from the SONOS system. This connection method is known as “SonosNet”.

Diagnostic report # 1875837512 submitted today. Sonos working all morning (except Spotify Radio which may or may not be related) on multiple speakers using multiple iOS devices. All of sudden, unable to connect from anything. What is the deal?? When is this going to be fixed?

And again today. Diagnostic Report # 911195842 submitted 

Hello?? Is anyone there? When is Sonos going to get better? There’s no reason to fall off the network 

Hi @pbirke, thank you for reaching out to the Sonos community and letting us know about your concern. Sorry for the late response. Upon checking the reports that you submitted, the diagnostics contain only controllers' information or the mobile device you used to trigger the report. The troubleshooting steps recommended by our community members in this thread are very helpful. This usually caused by network communication problems between your Sonos devices and your router (or if you have multiple routers within one network). We really appreciate you for sharing your feedback with us, your frustration is understandable. To further help you with this, it would be best to contact our support team with your full network setup including the make and model of your network devices to look into this. Our support has the tools to check what's going on in your system and to remotely access your device to address the issue. Please feel free to reach out in the future if you have any other questions.

Again today. Diagnostic report #336055338

anyone suggest a better product?

Hi @pbirke 

Thanks for sending the diagnostics - unfortunately, just like the rest, that diagnostic only contains information about your controller, not the system. This is due to a network configuration or compatibility issue, not a fault with your system. As you’ve been putting up with this for so long (and really shouldn’t need to), I highly recommend you get in touch with our technical support team, who have tools at their disposal that will allow them to give you advice specific to your Sonos system and network. I think in your case, the best time to send a diagnostic is before you have the issue (while the app is connected).