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Anyone else experiencing severe APP LAG & slow loading/refresh with S2?

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R

I am a person who uses SONOS library - I don’t use Spotify/ etc.   I play downloaded MP3 from shows, and SONOS has to fix the lag when it comes to working with libraries and switching between speakers.   It’s drastically slow.

I
Userlevel 4
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I’m not sure if this has always been the case or not - don’t think so- but if I perform a search for say Beatles - typing initially “be” will quickly return search results across all streaming platforms with which I have an account- will include, in all platforms , the Beatles alongside other “be artists such as Beach boys and the Beastie Boys - I can therefore in my streaming platform of choice select the Beatles and it’s immediately populated by all albums etc.

 

very bizarrely, if to the initial “be” search criterion I now add “a” ie “Bea”, the results diminish with less showing across fewer platforms and if o continue to the “Beatles” it now takes seemingly forever to load - this did not used to be the case. 

Airgetlam

It’s the best way to give any hard data to Sonos folks to look at, they’ve chosen not to expose much/all of that information to us users. Probably for privacy / legal reasons, especially in the EU sphere, but likely here in the US too. I don’t begrudge them the stance, but it does make it harder for us community members to speak with much authority, other than conceptually, since we can’t see the real data. 

Bruce
Stanley_4
Userlevel 7
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Maybe get it to do a slow load and submit a diagnostic? If you post the number here or call Sonos with it they may be able to tell more.

B
Userlevel 3
Badge +1

Hmmm, my 2 Canadian Cents (so not much value) … on my Desktop or Laptop (Windows) loads fairly quickly and is snappy when I want to make changes. When I use my Lenovo Tablet (M10 Plus) a year old, Oh Sweet Moses, … it sometimes won’t add zones. Searching Google, I deleted all active Widgets on my tablet Home Screen and Icons I really don’t need that bad but were nice to have and S2 was better. The 2 Year old Samsung Tablet I have confirmed I was on the right track as it was faster than my newer Lenovo Tablet. Bottom line for me is that while SONOS wants us to move to newer devices that support future processing the current Tablets don’t have the horsepower to do this. 

I
Userlevel 4
Badge +4

Hi - thank you for your observation.  My issue was - eventually diagnosed by Sonos - is that somehow two of my four homes had infected each other so both was seeing not only its own speakers but those in the other home too and clearly they were many miles away on a different network.   Everything was left unresolved when searching.,,,

Had factory reset everything to solve.

 

S1/S2 Agnostic since issue affected both equally 

 

 

 

Ken_Griffiths

I’m not sure if this has always been the case or not - don’t think so- but if I perform a search for say Beatles - typing initially “be” will quickly return search results across all streaming platforms with which I have an account- will include, in all platforms , the Beatles alongside other “be artists such as Beach boys and the Beastie Boys - I can therefore in my streaming platform of choice select the Beatles and it’s immediately populated by all albums etc.

 

very bizarrely, if to the initial “be” search criterion I now add “a” ie “Bea”, the results diminish with less showing across fewer platforms and if o continue to the “Beatles” it now takes seemingly forever to load - this did not used to be the case. 

 

So this is what I see if I search for ‘Beatles’ using the S2 App on an iPhone XR (see attached)…

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I
Userlevel 4
Badge +4

Hi …thanks - I don’t get that - yours works logistically and the options become less and quicker as you hone down with more letters. Mine stutters and restarts the search. 
 How do I do the Gif screen shot ? 

Ken_Griffiths

Hi …thanks - I don’t get that - yours works logistically and the options become less and quicker as you hone down with more letters. Mine stutters and restarts the search. 
 How do I do the Gif screen shot ? 

I really don’t doubt what you’re seeing, but anyhow, I simply record a screen-capture video and then use an App called ImgPlay to convert it to an animated.gif (other Apps are available) - The only issue is the upload limit here in the community is 5mb - so the quality is affected greatly with such a small file size limit, but usually when compressed to 10fps enough detail can be shown to demonstrate the issue in the finished uploaded file.

However, moving on, it would be more interesting to see if you get the same issue with an Android mobile controller and also, you could perhaps consider shifting the local system (whichever one you’re nearby now) over to perhaps a mobile wireless connection instead, particularly if you have a decent 4G/5G LTE connection available to the Home environment and see if eliminating the BT connection improves the matter. It’s also still worth trying a different DNS in the router configuration pages, thats if BT routers allow that?

Airgetlam

That’s a bizarre assumption that the CS rep made. I don’t even know how the Sonos controller could “see” across different networks. That particular case has been an issue for lots of people who run different networks in their own home. To be able to see across distances where the networks aren’t even in the same place seems….well, ludicrous. 

But I’m glad that a factory reset solved the issue….but I really have to think it was something other than what they told you. Just doesn’t add up, to me. 

Bruce
I
Userlevel 4
Badge +4

Hi thanks once again.

I wasn’t suggesting that you doubted what I see; the purpose of uploading similar video was to demonstrate to the community/ Sonos what the issue is.  There are a number having similar issues on various threads but probably small relative to all users.  Don’t think the solution has ever been bottomed.

My son came over yesterday and the issue is the same with his recent Android. 
I’ve no means of moving the router to 4/5G unfortunately (there are back up devices available on some ISP packages but I don’t have one here).

Ken_Griffiths

Hi thanks once again.

I wasn’t suggesting that you doubted what I see; the purpose of uploading similar video was to demonstrate to the community/ Sonos what the issue is.  There are a number having similar issues on various threads but probably small relative to all users.  Don’t think the solution has ever been bottomed.

My son came over yesterday and the issue is the same with his recent Android. 
I’ve no means of moving the router to 4/5G unfortunately (there are back up devices available on some ISP packages but I don’t have one here).

Could you not switch a couple of the speakers temporarily over to a mobile hotspot - just simply add the Hotspot WiFi network to the ‘existing’ Sonos Household via ‘Manage Networks/Update Networks’ and then switch off the local router - note however you need a separate controller and hotspot device (eg: iPhone Hotspot and iPad controller). Just something you could try (perhaps?) to see if the issue was related to the BT network.

Mind you, I would have expected more people to be openly complaining about this matter if that were the case. I’m surprised people have not chimed-in here from the UK, as there must be quite a few who use Sonos on the BT network - but I guess it could just be one of your accounts with the MSP’s you have installed as controlav suggested earlier.

You could also maybe try removing each/all the music services and re-adding them back, one at a time, to see if you can perhaps pin-point the issue down to one specific MSP.

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I
Userlevel 4
Badge +4

Hi Ken - thanks for your many suggestions.  I’ll try hotspot as last resort since everything set as wired through boost to router.  I’m going to another home with Sonos /BT in two days so I’ll see if have same issue there - that will rule out issues with individual networks etc 

I
Userlevel 4
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Whilst it may seem incredulous rather than ludicrous, it is factually correct!  When I submitted diagnostics for both errant homes, he was reeling off speakers by name which were part of the other and vice versa.  I have moved speakers around my various locations and possibly added one without a factory reset - that may mean it brought with it the baggage of other speakers from the other location.  I don’t know how but I do know what the Sonos guy saw because he was able to read out the speakers by name, not all of which were in that location.  If safe sex is always practised, there’s no risk of STI transmission.  If i took a risk (not intentionally) of not taking protection by factory resetting, then I see it as perfectly possible for the cross contamination to have happened.  But I don’t know what happened for sure, I’m only speculating why.  But the effect of whatever happened was very real and correctly diagnosed by the Sonos guy.  

Airgetlam

That’s absolutely fascinating. And counter to the way I understood the software to work. Thanks for the followup.

Bruce
R
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I would like to add my concerns. It seems to have gone worse recently- Nov 2022. It seems to struggle to produce my recent playing history. In S1, i deleted this function, but cannot with S2.

 

As I am not suffering short-term memory loss so this is a completely useless function, in any event. I would much rather be reminded that Ii have not played Album X in the last 2-years, or similar. Sonos is collecting data for no useful reason.

I
Userlevel 4
Badge +4

I know it’s odd, and contrary to my understanding too, and had the Sonos guys baffled until they took a deep dive look at the diagnostics.  But simplistically, back in the day when all that seemed to be needed was to press two buttons on a speaker to add another speaker, I can see how doing that, to a speaker that already had the speakers in another network in its memory, might somehow bridge two networks (like a continuous daisy chain)  Now, every time I add new “new” speakers, I never know what to expect and it always seems different to the last time (if it in fact can find any speakers to add, as was my other experience on this thread).  For interest only, it was always my fear in another location where I have two holiday rentals adjacent to each other, and they used to share one internet with two Bridges (later Boosts) creating two Sonosnets, that one day a guest would somehow contaminate the separate networks, when a large group was renting both.  They never did, and I now have separate internet accounts, but a couple of occasions I’ve stayed in a different apartment to my previous stay, forgotten to reset my phone controller, and blasted music in the other apartment below!  Early days of introducing Airplay speakers when sharing the same internet across two apartments also potentially had challenges, since the guests could see all airplay enabled speakers on the common internet network!

Ken_Griffiths

I would like to add my concerns. It seems to have gone worse recently- Nov 2022. It seems to struggle to produce my recent playing history. In S1, i deleted this function, but cannot with S2.

 

As I am not suffering short-term memory loss so this is a completely useless function, in any event. I would much rather be reminded that Ii have not played Album X in the last 2-years, or similar. Sonos is collecting data for no useful reason.

Are you not able to switch this off in the Sonos App ‘Settings/Data & Privacy’ by switching off ‘Use Personalization Services’ and hiding the recently played list in the ‘My Sonos’ tab?

melvimbe

My guess would be that the router never released the IP addresses to Sonos speakers that had since been removed from the WiFi network, or something of that nature.  Thus the router was displaying ‘ghosts’ of your speakers, and your actual, speakers, app, and diagnostic didn’t know any better. 

Did Sonos CS have you ever do a reboot of your router?

Danny
I
Userlevel 4
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They asked me to do so which I did in one home - that led to the second nightmare in that my particular router BTSuperhub2 couldn’t see any speakers when rebuilding the network.  Hours on the phone with Sonos, switching this setting or that setting on or off. All to no avail, with everything always crashing.  Solved by digging out the router’s predecessor which could find the speakers to enable rebuilding of Sonosnet from scratch with factory reset speakers.

 

HOWEVER, in the other errant home, I’ve had issues with the router not being able to connect to the internet when there’s been a power outage etc.  So I was reluctant to, and resisted the instruction.  Instead, I factory reset and rebuilt upwards from the Boost upwards without resetting the router.  Easy and now works perfectly (only slight issue was the controller seeing the two new Beam Gen2s, but having to do something additional (can’t recall what now) to complete their set-up.

I’ll shortly be adding ERA speakers to all locations - hope without Sonosnet that this will not be another problem waiting to happen.

(I’m pretty au fait with most things Sonos, having been a relatively early adopter (2010) and having bought thirty or so speakers, most of which are still in use). I usually know how to solve issues of drop-puts/ set-up etc but this “ghosting” baffled me!

N
Userlevel 5
Badge +9

Even the PC app takes an age to sort itself out and load. Slow updating on Android, used to be a really quick to load but obviously doing too much at startup. 

busy trying to edit the queue
C

I agree with the lag time. Everytime I open the app to change the volume, I am forced to wait a good 15 seconds before I can make any changes. Also, I have noticed that the Spotify app allows the iphone volume buttons to work when the phone is asleep-- obviously this only works when I am using air play (so it could be an air play thing), but it would be very helpful if the volume buttons could control the currently selected room (or group) when the sonos app is opened.

Airgetlam

I’ve got no lag, on my 18 speakers and 5 controllers, using S2. Which makes me think there’s a local issue in your system.

I’d suggest three things to you. First, review the wifi interference FAQ. There’s some potential that your system is troubled, perhaps by outside influences. Worth reading through and applying what solutions are presented.

Second, try a network refresh. Unplug all your Sonos devices from power. While they are unplugged, reboot your router. When the router comes back up, go ahead and plug back in your Sonos devices. 

Third, if neither of those work, system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it, or post the diagnostic number here for a Community Moderator to pick up.

There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.

When you speak directly to the phone folks, there are more options available beyond just the diagnostic analysis.

Bruce
R

I am having the same issue. iOS App takes anywhere from 20-60 seconds to load/refresh. Even after I have opened the app and playing music, if I go back into the app to change the volume or the song, I experience this lag. Terrible user experience!!

B
Userlevel 3
Badge +1

UPDATE: It is with mixed feelings I’m happy to have found a resolution to my S2 App lagging issues. I just purchased a new iPad Air 5 and the performance difference from my 1 year old Lenovo & Samsung Tablets is Night & Day. This confirms as I suspected it had nothing to do with Wi-Fi inference, Router type, Router Settings, with or without Sonos Net, hard wiring and so on. I take serious issue with Sonos that I should have to upgrade to an expensive controller to get satisfactory performance. Nowhere have I ever read from Sonos that as you add more and more devices (up to 32 indeed!) you need more horse power in the controller. This explains why the Desktop Windows software runs smoothly on my Laptop (Wi-Fi) or Desktop (hardwired) lots of processing power in these controllers. I don’t have the time or inclination to test a comparable Samsung S8 Tablet to the iPad Air 5 to see if the performance would be the same. If they are, then this would confirm that Android Apps run as smoothly as Apple and indeed you need an expensive Tablet either way.  If they don’t, again shame on Sonos for not making it clear to customers that you will get better performance from Apple devices. My goal here is to help others experiencing the same frustration I was after updating many devices to S2, investing a lot of money in my current 26 devices only to find out I need to spend more money on a Tablet to get them to work properly.

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