Just downloaded the new app (June 2020) as requested by Sonos. Despite their email stating: “Just download the new app to your phone or tablet and delete the old one. All your services, favourites, and settings will be saved” I can’t even get the app to find and connect to my Sonos Beam. Anyone else having this issue?
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In case it helps your engineers to understand the root cause for improving future app & firmware upgrades, here is a bit more about my network and routers: I have a NETGEAR CM700 (32x8) DOCSIS 3.0 Gigabit Cable Modem. We have two wifi routers due to coverage issues in our home and a desire to provide a separate network for an in-law apartment. One is a TP-Link AC1200 Gigabit Smart WiFi Router - 5GHz Gigabit Dual Band Wireless Internet Router. This is the one the Sonos devices are connected to. The other router is a NETGEAR Nighthawk WiFi Router (R7000P) - AC2300 Wireless Speed. Until about 3 months ago, The Sonos devices used to be on the netgear network. (We swapped the routers around after the COVID-related lockdown and increased video streaming exposed some issues with the Netgear router.) In our current setup, the TP-Link router is connected to the modem via ethernet cable. The Netgear Router is connected to the TP-link via ethernet cables & in-house wiring. Hope that helps.
Thanks again for your assistance.
Userlevel 4
+12
Hi
I would suggest removing the Netgear credentials from Sonos, to make sure that Sonos only uses Tp-Link.
Check if you can wirelessly, go to Settings > System > Network > Networks then remove Netgear.
If you can’t, temporary wire one Sonos speaker to the router then remove the Netgear.
When moving the Sonos system to a new router, it’s best to remove the old one first before proceeding.
If not, I would like you to download the S1 and reconnect and take a diagnostic if you’re able to connect with S1.
Go through the steps and the app will prompt you if the system is ready to move, or some of the products are not compatible.
if you have other concerns, feel free to reach out.
Userlevel 2
Hi,
My problem is now resolved thanks to your helpdesk people giving me instructions around deleting the new app (S2), re-downloading the original app (S1), re-setting my wireless connection using S1 and, once a reliable connection was made with the home network, downloading S2 again.
So far so good and I’m thankful for the all the assistance I got from you guys. I still think that all those issues shouldn’t have occured when I initially downloaded the new version of the app, but hey - it’s solved now so thank you.
Razza
Userlevel 4
+12
Hi
I’m glad it’s working now If you have other concerns, feel free to reach out.
Hi
Userlevel 4
+12
Hi
I would like to ask, have gone through these steps? Settings > System > System Tools > System Compatibility Check.
If so, could you please get a diagnostic from the Sonos app.
It’s either Settings > Help & Tips > Submit Diagnostics or More Options > Submit Support Diagnostics.
Reply with the diagnostic and we’ll take a closer look.
If you have other concerns, feel free to reach out.
Yup same issue. Can't use my beam wireless at all. Worked fine last night. Works fine wired. Help before I smash my new plastic paperweight with a hammer. It was a great product but now it's a pos brick.
Userlevel 4
+12
Hi
I checked the diagnostic, I would like to know the router’s model; because I can see the beam is connected to a Sagemcom router.
If you have Wifi extenders, mesh system, wireless access points, and the like. I would need to know about them as well.
It so that we have a better understanding of the network setup you have and check for any known issues.
I would like to know how everything is connected as well.
Update us with your findings.
Hi
I checked the diagnostic, I would like to know the router’s model; because I can see the beam is connected to a Sagemcom router.
If you have Wifi extenders, mesh system, wireless access points, and the like. I would need to know about them as well.
It so that we have a better understanding of the network setup you have and check for any known issues.
I would like to know how everything is connected as well.
Update us with your findings.
Entire network is as follows
Modem is Hitron EN2251
Router is Sagemcom SAC2V2S
Connected is a smart tv, game console, laptops, phones, and a Sonos Sub. Everything is usually wireless, except for the beam which is wried. And the sub still works too.
Userlevel 4
+12
Hi
I checked our resources about EN2251 and SAC2V2S; we don’t have any known issues with them.
In this case, let’s test the beam while still being wired to the router, I would like you to remove all known networks in the Sonos app then redo the wireless setup.
Settings > System > Netowork > Networks and remove all known networks.
Then, go back to Network > Wireless Setup; follow the instructions and tell us how it goes.
Hi
I checked our resources about EN2251 and SAC2V2S; we don’t have any known issues with them.
In this case, let’s test the beam while still being wired to the router, I would like you to remove all known networks in the Sonos app then redo the wireless setup.
Settings > System > Netowork > Networks and remove all known networks.
Then, go back to Network > Wireless Setup; follow the instructions and tell us how it goes.
Still nothing. I am able to set up the network, but after I unplug the ethernet I am unable to connect.
Userlevel 4
+12
Hi
When you disconnected the beam, did it flash white?
That’s an indication that the beam is trying to get an IP address from the router.
If it did, force close the app and reopen it. This should get the app to look for the Sonos System.
If you still can’t reconnect wirelessly, wire the beam again and re-add the Sonos Sub to the Beam and test if the Sub will play as wirelessly connected to the Beam.
This is to test the Wireless card of the beam. Also, the previous diagnostic didn’t show the Sonos Sub.
Take a diagnostic again, so we can also check the connection of the Sub.
I'm really getting tired of my sonos beam. Since two days ago, it suddenly was disconnected and not appearing in my app Have tried 2 full days now to add my sonos beam back without success. I'm on S2 now. Please help before I throw my beam out of the window. I just don't understand. How can something be working for over a year, and suddenly be totally messed up.
Userlevel 4
+12
Hi
I understand the frustration and I will be happy to assist you.
If you would, take a diagnostic in the Sonos App and reply with the confirmation number.
Settings > Help & Tips > Submit Diagnostic.
To understand your situation, we would need more information.
I would also like to know your network setup. I’ll need the model of the router; if you have other network devices, like mesh networks, wireless access points, range extenders, and the like.
I would need to know about them as well; so that we can check on our end if we have a known issue and to cover all bases.
If you have other concerns, feel free to reach out.
I’m having the same problem. Speakers (one on wifi, one on ethernet) and network not found from one day to the next. They are just no longer there when trying to access via wifi. My Mac desktop can see them bot, but that is hooked up on ethernet only. My phone can see the network and connect if I connect it to ethernet, but it will not find them when using wifi. I think its a problem with the app. I've done all the suggestions and nothing works. Anyone get any better answers?
Userlevel 4
+12
Hi
Can you take a diagnostic from the Sonos app? I would like to check your Sonos system.
Setting > Help & Tips > Submit Diagnostic from the Sonos mobile app or Help tab > Submit Diagnostic in the Sonos desktop app.
Reply with the confirmation and I’ll take a look.
If you would also, tell me your network setup, how everything is connected, the model of the network devices like the router, wifi extenders, mesh system, and the like.
This is to understand how your network and the Sonos system would behave.
If you have other concerns, feel free to reach out.
I did yesterday 1258510322. I have one modem and two routers. Essentially I have two networks and have had this for a very long time with no problems. The second network is only for upstairs. The first network is where the ikea bought Sonos is connected too. The are netgear devices. Majority of my devices run on Ethernet. I’ve had the speakers for about two months max and they hooked up easily but suddenly dropped off.
Userlevel 4
+12
Hi
I checked the diagnostic, the Sonos speakers are generating SonosNet. (only when one Sonos device is wired)
We could try to remove the Wifi credentials from the Sonos app then set them up as wireless again.
Setting > System > Network > Networks - to remove all Wifi credentials.
Setting > System > Network > Wireless setup to re-establish the Wifi credential and while one speaker is connected via Ethernet.
The Sonos should not switch to another Wifi because they don’t have the credentials.
Now make sure the Phone is connected to the right network, turn off the mobile data, and make sure the phone doesn’t auto switch to the upstairs network.
We could also disable the DHCP on the upstairs router and connect it to the first router.
This is so that we don’t have two competing networks and the upstairs will just project the first router network. I suspect the Phone is auto-switching between networks.
Update us with your findings.
I’ve actually all that except to the exact specificity you laid out. You basically described every step I’ve done and problem solving thought I’ve had. The only thing I’ve never done is completely disconnect my second network. However, the speakers have never run off that and it’s basically an isolated network for my treadmill. My phone doesn’t ever run on it either. I can access the speaker and the app is able to see the network when I plug my iPhone into and Ethernet port. My Mac mini can only see it when running on Ethernet, but not when on wifi. Same goes with the other iPhones in the house.
Also. As a last resort I just set up the app to my second network and again plugged into Ethernet it’s available, but not when on wifi. So I can run them on Ethernet only and they will not come up on any network I set them to.
I actually tried that is what I meant to type.
Here are some recent findings. I decided to just connect my phone to the speaker using and Ethernet/ thunderbolt adapter I’ve used to test some of my ideas to fix this. Figured I can get some use out of this speaker. Upon connecting my phone instantly picked up both speakers. Even the run running on Ethernet. When I unplug the wire. It takes about 30 seconds to stop playing music, as if it doesn’t realize it’s not connected anymore and should stop playing. Even more interesting, I shut off my cell and WiFi connection and am using the speaker as a internet hub to type this email right now. I didn’t know the speaker would act like a router.
More information: the Ethernet connection directly to my phone quit working after an hour. It won’t all me to hook up anymore
Userlevel 4
+12
Hi
Yes, SonosNet seems to act akin to a Mesh system. However, only our speakers can use this network to have a better connection to your network.
You shouldn’t be able to connect to it. How did you connect to it? Ethernet cable?
I see that you’re using the Airplay function of the iPhone; can you connect to the System using the Sonos app and able to play music?
Do you usually use Airplay to play music?
Please get the model of your router so we can also check for any known issue with it.
If you have other concerns, feel free to reach out.
100%. I don’t have the time to look at all of Sonos support threads. I bought their expensive products and pretty much expected the user friendliness. Then, the non specificity of the emails…. so now I’m stuck with this absolute piece of shut speaker and a response time of 48 hours!!!
** you Sonos. No one has time for this. Going to try my jump shot with your ** speaker
*Moderator edit for language
Having spent 4hrs in the phone with Support and resetting every speaker and router numerous times we finally got it work on S2 app.. but less than a day after “cannot find Sonos network” it’s infuriating. All that expense ruined by a poorly thought out App
we had a new router then lost sonos from wifi, the speakers all still work but can't use Spotify or anything also and oddly we changed the tv and the old tv remote is the only way to turn the volume up an down, the app will not let us get any further than look for the Sonos system then tells us to push the buttons on the play one, which we do but then the lights turns orange and nothing at all works for hours. really stressing us as we have the player, sub and 2 x play 1
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