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Sonos S2 system not working well

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63 replies

Airgetlam

All Sonos devices, save the Move, connect to a 2.4Ghz (further, better wall penetration) network. 

Bruce
B
Userlevel 2
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Does this mean that I have to be on the 2.4GHz (slower) network to use Sonos?

Annazel S
Userlevel 5
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Hi @benjamindm.

Thanks for your response and for your effort in getting the diagnostic.

Upon checking the diagnostic report, symptoms indicative of interference have been detected on the Sonos components.

I see that the Mac controller is connected on the 5Ghz Wifi network, can you try to connect it to 2.4Ghz where Sonos system was set.

Also, the wireless channel of Sonos looks congested, I suggest the following steps:

  • Change the router/AP's wireless channel to a different channel (1,6 and 11 are non-overlapping channels).

  • If the router/AP uses automatic channel assignment,  turn off the auto channel and try to manually set it.
  • Wait 3 minutes and get a new diagnostic.
  • Test it and please observe if the issue will persist.

 

Let me know how it goes and if you have any other questions or run into any issues, please do not hesitate to reach out.

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Annazel S
Userlevel 5
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Hi @mike-uk.

Thanks for reaching out and for bringing up your concern to our attention.

I appreciate your feedback and I’d be glad to help, our Engineers are continuously working and closely monitoring the app to take action when there’s a need for improvement.

It’s also important to check a couple of things on your local system to see if you are actually running into trouble somewhere else. 

Can you please submit a diagnostic report through the Sonos app, and reply with the confirmation number, it can help us identify what is causing the issue.

 

If you have any other questions or concerns, don’t hesitate to reach out.

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B
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I have submitted a diagnostic.  Confirmation number 915306443.

In the interval period since I wrote the originally post, I have noticed that turning my router off and on SOMETIMES fixes the issue, but mostly, my Sonos rooms and speakers pop out of being available, both on the Sonos app and Spotify Direct Control, without any rhyme or reason that I can discern.  Continually frustrating.

M
Userlevel 2

Totally agree with the comments above.

  1. No, we don’t have any wireless issues, I have three unifi access points in my setup and it’s working as it should, signal to the speaker is at 99% (-44 dBm). I have also done a wireless survey and selected the optimal (3) channels.
  2. No, we not have IP Address issues, it’s been sitting on the same IP address for months, 4ms ping times to devices. There is no IP conflicts.
  3. These issues did not exist with S1

Please stop giving out canned responses, there are serious issues with S2. Please fix it

 

Annazel S
Userlevel 5
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Hi @RobinP.

Thanks for the immediate response.

I totally understand and I'll switch this thread over to an idea for you, that way people can follow the status in case there is any news in the future. 

 

If you have any other questions or concerns, don’t hesitate to reach out.

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R
Userlevel 4
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So the solution to the major balls up is to find an old product and buy it so that a new system can be set up in order to downgrade? Why not just make it possible? And don’t tell me “it isn’t possible” because quite clearly it could be if Sonos management wanted it to be. 
 

Regarding your point about IP addresses. I’ve basically dismantled and reassembled my entire network over the last month or so trying to resolve this. Please don’t try to belittle this by telling me it is my network at fault. It isn’t. 
 

The evidence is widespread. S2 was not ready for prime time, was released with no fall back available and then the rug was pulled out from under many of us by abruptly and without warning stopping twitter support.

 

Annazel S
Userlevel 5
Badge +16

Hi @RobinP  and @PrescottGoggins.

Thanks for the response and for the feedback.

Having these issues isn’t exclusively with just the S2 app, it can happen even before the S2 updates.

Most of the time, it is an IP address related issue after an update.

There can be many reasons for this but a common cause is duplicate IP addresses within your home network. 

Something to try that has helped a lot of folks is to refresh your local network:

  • Unplug all your Sonos devices.
  • Reboot your router.
  • Give the router a couple of minutes to come back up, then plug back in your Sonos devices.
  • Give them a couple of minutes to reboot and reconnect as well, then test. 

 

To prevent it, try to reserve an IP address within your router settings for all permanent devices.

This ensures that a device is never just allocated to the next IP address that the router ‘thinks’ is free.

 

While we don’t recommend downgrading your products to S1 after updating to S2, it is possible to downgrade.

An existing Sonos product running S1 software is required to downgrade an S2 product back to S1.

Note that all settings and preferences will be lost when downgrading a product from S2 to S1.

For more information, kindly refer to this article.

 

Let me know how it goes and if you have any other questions or run into any issues, please do not hesitate to reach out.

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R
Userlevel 4
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I am also having major issues with S2.  I have sat down with support for hours and submitted hundreds of diagnostics, but there is no issue to be found on my end.  In fact there were no issues until the exact moment I upgraded to S2.  

The irony is I’m a huge Sonos fan when it works.  And, like you, I want to provide my honest feedback to the vendor so the product is improved.  

*S2 is not just a new iphone app, it is a new OS and a completely new Sonos platform.*

Sonos should be listening to us instead of sending trolls to arrogantly minimize a real and growing issue.

IMHO they should’ve put S2 in tech preview for longer so the bugs could get shaken out by people that are willing to put up with them.  

My humble opinions!

Definitely. And they should have always allowed downgrading, and given the monumental balls up that S2 has turned out to be, they should allow that now as a priority until they can get their act together.

To put this another way, perhaps in terms that management might take notice: 

I had been seriously considering buying a Sub and/or some other Sonos products to add to my system. There is NO WAY I’ll be spending any more money on Sonos kit until this is sorted. Why would I? I’d be crazy to plough hundreds of £££ into something that doesn’t really work anymore. 

P
Userlevel 2
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I am also having major issues with S2.  I have sat down with support for hours and submitted hundreds of diagnostics, but there is no issue to be found on my end.  In fact there were no issues until the exact moment I upgraded to S2.  

The irony is I’m a huge Sonos fan when it works.  And, like you, I want to provide my honest feedback to the vendor so the product is improved.  

*S2 is not just a new iphone app, it is a new OS and a completely new Sonos platform.*

Sonos should be listening to us instead of sending trolls to arrogantly minimize a real and growing issue.

IMHO they should’ve put S2 in tech preview for longer so the bugs could get shaken out by people that are willing to put up with them.  

My humble opinions!

R
Userlevel 4
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Hi @benjamindm.

Thanks for reaching out and welcome to the community!

Sorry to hear about it, let me help you on figuring this out.

 

There are many potential causes when the speakers are dropping out of the system (Wireless interference, Gateway issue, Source issue, service issue, etc ).

This can cause audio interruptions during playback and with the Sonos performance as well.

 

If you’re having trouble using direct control, and your Sonos is not showing as the target device, I suggest trying the following steps:

 

Step 1 - Update both apps

  • Update the music service (Spotify) app and the Sonos app. Only the latest app versions work with Sonos
  • Please confirm that no updates are available and bot app are using the latest software version.

Step 2 - Ensure that Cloud Connections are active

  • In order for Sonos speakers to be discovered, they need to have established network connections.

Step 3 - Confirm the Sonos app displays all rooms

  • If the Sonos App can't see the Rooms, the Direct Control App won't work.

Step 4 - Please confirm that the device is on the same network as Sonos

  • It’s not uncommon for a mobile device to be streaming off of the cellular network.
  • Connect the device to the correct WiFi and test Direct Control.   

 

If the issue persists, kindly please submit a diagnostic report through the Mac’s Sonos app, and reply with the confirmation number.

I'd be glad to review your system further and it will also help in identifying what's causing the issue.

 

Let me know how it goes and if you have any other questions or run into any issues, please do not hesitate to reach out.

This is such a BS response. So many people are having major problems with S2 who had no problems with the old Sonos app.

Stop wasting people’s time telling them it is a problem at their end when quite obviously S2 is absolutely riddled with bugs. A big steaming pile of 💩 

Annazel S
Userlevel 5
Badge +16

Hi @benjamindm.

Thanks for reaching out and welcome to the community!

Sorry to hear about it, let me help you on figuring this out.

 

There are many potential causes when the speakers are dropping out of the system (Wireless interference, Gateway issue, Source issue, service issue, etc ).

This can cause audio interruptions during playback and with the Sonos performance as well.

 

If you’re having trouble using direct control, and your Sonos is not showing as the target device, I suggest trying the following steps:

 

Step 1 - Update both apps

  • Update the music service (Spotify) app and the Sonos app. Only the latest app versions work with Sonos
  • Please confirm that no updates are available and bot app are using the latest software version.

Step 2 - Ensure that Cloud Connections are active

  • In order for Sonos speakers to be discovered, they need to have established network connections.

Step 3 - Confirm the Sonos app displays all rooms

  • If the Sonos App can't see the Rooms, the Direct Control App won't work.

Step 4 - Please confirm that the device is on the same network as Sonos

  • It’s not uncommon for a mobile device to be streaming off of the cellular network.
  • Connect the device to the correct WiFi and test Direct Control.   

 

If the issue persists, kindly please submit a diagnostic report through the Mac’s Sonos app, and reply with the confirmation number.

I'd be glad to review your system further and it will also help in identifying what's causing the issue.

 

Let me know how it goes and if you have any other questions or run into any issues, please do not hesitate to reach out.

Help others find useful content by clicking the like button and selecting the best answer to your question
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