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Android app shows empty queue each time started up

  • 28 February 2023
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50 replies

Corry P
Userlevel 7
Badge +18

Hi @JohnG666 

Maybe you have disabled email notifications for the forum? My post saying it was fixed contained a @JohnG666, so you should have received one for that alone, not to mention that it was marked as a Best Answer, which means you should have gotten another.

Regardless, I don’t think anything more will be done if you don’t get in touch, so if you expect a resolution, that’s the only way to move forward.

I hope this helps.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
J
Userlevel 5
Badge +8

That’s another issue I have. I changed the email address associated with my Sonos system and also log in to these forums with the new email address but the email notifications are still going to my old email address.

 

Airgetlam

Lol. The only time that iOS got the love first was when they introduced TruePlay, which has been explained ad nauseum as to why it can’t be done on the multitude of different hardware used by the Android OS.

Oh, wait. Sonos also pulled the ability to ‘play from this device’ from iOS first. Forced by Apple to do so.

Every, and I mean every other feature has been released simultaneously on each platform…mostly because the Sonos application is actually running on your speaker, and the ‘controller’ is only a remote control / window into what the application is doing.  

Bruce
J
Userlevel 5
Badge +8

Hi @JohnG666 

That’s another issue I have. I changed the email address associated with my Sonos system and also log in to these forums with the new email address but the email notifications are still going to my old email address.

Okay. I’ll send you a Private Message regarding this - please keep an eye out for it.

 

Did you send a PM ? I don’t seem to have received one.

 

Corry P
Userlevel 7
Badge +18

Hi @JohnG666 et al

Just to let you know, we now consider this issue resolved with the latest update.

If, after updating, you continue to see this behaviour, I recommend you get in touch with our technical support team for assistance.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
J
Userlevel 5
Badge +8

I still have this issue on my Android phone which has the up to date software loaded.

 

 

J
Userlevel 5
Badge +8

How do I send a 28MB screen recording to Sonos support because it keeps bouncing back saying that the attachment is too large.

 

Corry P
Userlevel 7
Badge +18

Hi @JohnG666 

Apologies - I was in a meeting. I have sent you one now.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
J
Userlevel 5
Badge +8

Thanks. I have received and replied to your PM.

I did the change of email via the Sonos app and it seemed to have worked fine for that and for logging into here but the notifications and I believe some marketing emails are still going to the old one.

 

J
Userlevel 5
Badge +8

I still get the feeling that Sonos Support are messing me about.

I only ever get replies last thing at night or first thing in the morning.

I have provided all the information they have asked for. Every time I do something for them and send them the information, I then have to wait again only for them to ask for something else. It’s the sort of tactics we used to employ when I worked as a developer to grind down a user with issues.

I only seem to get emails from them last thing in the working day or at the start of their working day and even if I reply immediately to the early emails, I don’t get replies soon enough.

Is there anyone else on this thread who has the same issue as me? I only listen to internet radio stations these days and I have a mixture of Android phones/Ipad/PC Software to control my speakers.

 

Please note:-
 
It never happens the first time you open the Sonos App.
On first opening, make sure the Now Playing is minimised.
Then close the app.
Then open the app and the Now Playing will be minimised.
Swipe up on the Now Playing (tapping the Now Playing does not have this issue)
Notice the Queue screen
Now if I keep closing the queue screen, minimising the now playing, closing and opening the app it will continue to show the queue screen when swipe up on now playing.
 
Stanley_4
Userlevel 7
Badge +22

Setting up a throw away Google account to share a file and then deleting it is a pretty safe way of doing things if you don’t do it often. If you already have a Google account the Drive option is there and free for your use.

Airgetlam

Have you submitted a system diagnostic , and called Sonos Support to discuss it? I’m sure they would be interested in the hard data in it, to help them figure out why the fix they released hasn’t fixed your instance. 

Bruce
Airgetlam

Which I see @Corry P has suggested twice to you already. 

Bruce
J
Userlevel 5
Badge +8

Hi @JohnG666 

It never happens the first time you open the Sonos App.

On first opening, make sure the Now Playing is minimised.
Then close the app.
Then open the app and the Now Playing will be minimised.
Swipe up on the Now Playing (tapping the Now Playing does not have this issue)
Notice the Queue screen
Now if I keep closing the queue screen, minimising the now playing, closing and opening the app it will continue to show the queue screen when swipe up on now playing.

 

I’m sure you’ll be glad to hear that by following the above steps exactly, I am able to reproduce the issue you’re having on my own phone. I will report this to a colleague, but considering that if I don’t follow these steps exactly it doesn’t happen, my advice to you in the meantime is not to swipe Now Playing - only tap it, and you shouldn’t be bothered by this issue any more.

I hope this helps.

 

That is excellent news, thanks very much for doing that for me. I’ve given the exact same steps many times to support who always claimed they couldn’t recreate it.

I just needed proof that it is a software issue and not an issue that only I have which is what was being intimated. If only they had followed my steps exactly, it would have saved me hours of messing around sending diagnostics, resetting all my systems and creating videos (as well as time on the phone to them).

I do appreciate that I can avoid this if I touch the minimised Now Playing instead of swiping, but when you’ve got in the habit of doing a thing, it’s not easy to remember to do it differently :)

 

Corry P
Userlevel 7
Badge +18

Hi @JohnG666 

I do appreciate that I can avoid this if I touch the minimised Now Playing instead of swiping, but when you’ve got in the habit of doing a thing, it’s not easy to remember to do it differently :)

Well, given that it doesn’t happen on first opening the app, I’m going to assume that showing the queue when swiping up is not intended behaviour. Please be aware, however, that with only one (possibly two) people reporting this, it’s not going to be a high priority to fix - just to manage some expectations here.

Note that I edited my previous post after you quoted it - just to draw your attention to the fact that is a slightly different issue than the one originally reported (and fixed) - which may explain the difficulty you had in reporting.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
J
Userlevel 5
Badge +8

Which I see @Corry P has suggested twice to you already. 

 

I did that when the issue was reported 9 months ago. As far as I can tell, this issue has never been fixed for me. 

The only reason I came back to this thread was because I couldn’t beleive that such a simple looking display issue could take so long to fix.

 

J
Userlevel 5
Badge +8

Indeed I appreciate the situation. I was just reporting that the issue is still there although in a different way to the original.

What winds me up is the belief that support were not taking me seriously and I suspect didn’t believe that there was still an issue (however small it is still a software issue) and so kept fobbing me off getting me to send reports and videos in etc.

I’m just glad that they can’t keep telling me that it’s only me who has this issue so it isn’t an issue with the software.

 

W

Same problem.   Doesn't matter if I launch from the app or the widget.   It does it on my pixel 7pro, Samsung tab 8 tablet and tab S2 tablet.  Also does not matter where i am streaming from (Usually pandora or Sirrus)I still get the blank queue screen, which I have never used.  It's been happening for about 2 months, quite annoying. 

J
Userlevel 5
Badge +8

I’m not sure I want to go through all the hassle of having to phone them up whilst they probably say that there’s no software issue even though it might be. I went through many phone calls a few years ago before it was proven to be a software issue for another problem I had.

 

Corry P
Userlevel 7
Badge +18

Hi @ErikaF2009 

I’m very glad to hear you refused to reset your phone! As this is a new issue, it can take some time before news of it reaches everyone in the support team - I have taken steps to accelerate this process.

I located your case and tagged it with the relevant tracking code - regardless of what was said during the call, you have now been counted. Thank you!

 

Hi @Delboy_1 

So are you saying that if one customer has a problem and no one else has that problem it won't be fixed because not enough people complained?

No, I said the priority would be raised, as it will be with each additional report. I also said I believed it would be fixed regardless.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
Stanley_4
Userlevel 7
Badge +22

Email is not good for large attachments, even worse it doubles the size when encoding them to transfer.

What works better is to upload them to a file sharing service and then share a link to that location in your e-mail.

Google Drive link to a screen-shot of the last eclipse’s impact on my solar.

https://drive.google.com/file/d/13GkpH7WTUkbJ9tRMMvssUue4MVZBmQx3/view?usp=sharing

J
Userlevel 5
Badge +8

I’ve had zero response from support since doing the full rebooting of the netword as requested - not even acknowledgement that they’ve received the email with screenshots and the diagnostic.

I hope they realise that it can be quite a process to go through having to unplug all the devices concerned with the network and Sonos system as most of the power sockets are not in a place which is easily accessible.

 

J
Userlevel 5
Badge +8

As another update and reminder to myself…

I was asked to completely power down everything and restart even though I knew this wouldn’t solve the issue…. and it didn’t.

I then sent more screenshots and a diagnostic.

I am wondering if they are just tapping the minimised “now playing” because it doesn’t do it then - it’s only if you swipe up on the “now playing” that it displays the queue screen and then it’s only the first time you do it after starting the app with the “now playing” minimised.

 

J
Userlevel 5
Badge +8

I managed to create a shorter video by hurrying during the demonstration and missing out certain bits so now the file is just small enough to send.

I don’t tend to use any form of cloud storage but might have to investigate for future use. Sonos did suggest using something called wetransfer but that would have required me to give my email address to them and I’d rather limit giving out my email address to 3rd parties.

 

 

Stanley_4
Userlevel 7
Badge +22

What did Sonos say after looking at your latest diagnostic data?

Are you seeing the issue they fixed or just something similar?

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