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JJ_2000
Contributor I
December 4, 2020
Answered

Unable to connect to Sonos

  • December 4, 2020
  • 18 replies
  • 1238 views

Hi Sonos community.

My iphone only connects to sonos about 20% of the time. The rest of the time is says “Unable to connect to Sonos product”.

I’ve tried resetting the app, restarting my router, switching all router traffic to 2.4GHz, re-installing sonos app on phone, setting the iphone ‘local network’ on, restarting my phone.

The thing I really don’t understand is my wife’s android phone has no trouble connecting to Sonos - works 100% of the time. It seems to be a problem with the iphone only (iphone 11, ios14.2)

Any ideas wd be very much appreciated! 

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    Best answer by BernHu

    Hi All, 

    Just an update to all, I have contacted Optus, Huawei and Sonos. In conclusion, I am unable to get my Sonos Symfonisk playing songs with my wifi modem. I also got confirmation from Sonos in regards to this as my modem is a portable 4G modem and my 2.4ghz connection isn’t stable (5GHz works fine with more than 100mbps). The Sonos can still connected via wifi to my modem (confirmed as I can see it connected) but just that it can’t play a song (at most maybe 10-20 seconds) before it stop (lack of data?). My modem model is Huawei B818. 
     

    Solution: I have relocated my Sonos in my living room nearer to a wall telephone cable port and have it connected via Ethernet cable while my modem is setup in the reading room. Happy days since. 
     

    Hope this help if anyone facing the same issue as I am. 
     

    Thanks Ken for helping and happy new year everyone. 

    18 replies

    Ken_Griffiths
    Ken_Griffiths
    December 4, 2020

    Perhaps try switching off ‘Private Address’ in your iPhone WiFi Network Connection Settings and see if that fixes it. I’ve read that the new ‘MAC Address Spoofing’ is causing some issues with some routers, particularly those that have older firmware.

    Hope it resolves the issue for you.  

     

    https://mb.com.ph/2020/08/14/protecting-your-home-network-from-ios-14s-private-address-feature/

     

    https://haasentertainment.com/beware-of-private-wi-fi-address-feature-in-ios-14/

      JJ_2000Author
      Contributor I
      December 7, 2020

      Ken_Griffiths, you are an absolute STAR.

      I split the wifi into 5GHz and 2.4 GHz bands, connected the iphone/sonos to the 2.4GHz AND turned off the ‘Private Address’ as you said, and it’s been working fault free for 2 days now. I can now play cheesy christmas tunes to my heart’s content! Thank you and happy Christmas!

       

        PeteChick
        Contributor I
        December 11, 2020

        @Ken_Griffiths you an absolutely star, I’ve had Sonos for 5 years plus and usually can fix issues myself but I’ve not been able to work this out and it’s been driving me nuts to the point of wanting to throw the lot out of the window, didn’t think to check on here!

         

        For info to anyone else with the same problem, I didn’t need to splt the 5 & 2GHz bands, just on all iOS devices turn off “Private Address” and we are all now on the cheesy Christmas tunes along with @JJ_2000 

         

        @Sonos Just a suggestion, when something like this type of problem with a major app arises, it may be worth sending an email out to users for the fix as this has been a issue for me since the iOS update, but didn’t know about the “private address” thing. I’m sure there are a number of people having issues that wouldn’t log in here to find out what to do.

         

        Anyway, thanks all, really apprecaited!

         

          maxxyro
          Lyricist I
          December 20, 2020

          I also get ‘Unable to connect to Sonos Learn more’ after I successfully install the Boost.

          I have the Boost and Sonos One. The Boost is connected via Ethernet and Sonos One speaker is wireless. I have an Android phone.  

          Ken_Griffiths
          Ken_Griffiths
          December 20, 2020

           

          I also get ‘Unable to connect to Sonos Learn more’ after I successfully install the Boost.

          I have the Boost and Sonos One. The Boost is connected via Ethernet and Sonos One speaker is wireless. I have an Android phone.  

          So did you have the Sonos One setup and working originally ...and then did you add a Boost and suddenly lose your speaker/setup?… Can you perhaps just briefly describe the steps you have gone through so far.

          BernHu
          Lyricist III
          December 25, 2020

          @Ken_Griffiths you an absolutely star, I’ve had Sonos for 5 years plus and usually can fix issues myself but I’ve not been able to work this out and it’s been driving me nuts to the point of wanting to throw the lot out of the window, didn’t think to check on here!

           

          For info to anyone else with the same problem, I didn’t need to splt the 5 & 2GHz bands, just on all iOS devices turn off “Private Address” and we are all now on the cheesy Christmas tunes along with @JJ_2000 

           

          @Sonos Just a suggestion, when something like this type of problem with a major app arises, it may be worth sending an email out to users for the fix as this has been a issue for me since the iOS update, but didn’t know about the “private address” thing. I’m sure there are a number of people having issues that wouldn’t log in here to find out what to do.

           

          Anyway, thanks all, really apprecaited!

           

          Hi Pete, 

          I’ve just got a Sonos Symfonisk speaker and it is driving me nuts. The solution to turn off the “private address” got me excited and it did worked for less than a minute (which is a big discovery for me)  but I’m back to square one again :( 

           

          Any other suggestion for me to try? 

           

           

          Ken_Griffiths
          Ken_Griffiths
          December 26, 2020

          I’ve just got a Sonos Symfonisk speaker and it is driving me nuts. The solution to turn off the “private address” got me excited and it did worked for less than a minute (which is a big discovery for me)  but I’m back to square one again :( 

           

          Any other suggestion for me to try? 

          This sounds like a different issue to those mentioned earlier in the thread and sounds like it might be a network issue. Perhaps see if this video in relation to WiFi interference may assist you to solve the issue:

          Wireless Interference and Sonos

          BernHu
          Lyricist III
          December 26, 2020

          Hi Ken, thanks for sharing the video. I’ve tried that and putting it into different channels 1-6-11 and factory reset the device each time and still disconnects halfway playing songs (always before the first song ends) Should I try to separate 2&5GHz ? 
          many thanks

          Ken_Griffiths
          Ken_Griffiths
          December 26, 2020

          Hi Ken, thanks for sharing the video. I’ve tried that and putting it into different channels 1-6-11 and factory reset the device each time and still disconnects halfway playing songs (always before the first song ends) Should I try to separate 2&5GHz ? 
          many thanks

          Maybe before you choose that (often helpful) option BernHu, perhaps just ‘briefly’ describe your network and Sonos setup and then see what might be the best things to try.

          • Make/type of router and channel(s) in use (channel width)?
          • Network switches (if managed)?
          • Other WiFi Access points?
          • Sonos Products (how many - if wired to LAN, or not) (SonosNet Channel)?

          Thanks.

          BernHu
          Lyricist III
          December 27, 2020

          Hi Ken, 

          It’s got worst now. Could not detect Sonos, can’t even play a song now. 
           

          My device model is Huawei B818-263 and I have manually set it to channel 6. No network switches or other WiFi Access points as we connect direct to this modem. The Sonos Product - Ikea Symfonisk. 

           

          Current setting 

          1. 2.4 GHz and 5 GHz signals are combined and displayed as one. 
          2. Security Mode - WPA/ WPA2-PSK
          3. 2.4GHz - Bandwidth: 20MHz, Channel 6; 5 GHz Bandwidth: Auto, Channel: Auto. 

          Many thanks again for your help. 

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