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Unable to connect with Sonos. Fix it - After upgrading to S2

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69 replies

N

Hi 

Has this issue been, if not solved, at least systematically addressed by Sonos?...I have this issue multiple times a day, can take seconds to several minutes to get it working, and I have to try any of:

  • shutting down the app and re starting
  • re-booting my phone
  • re-booting one of the devices
  • swearing at the damn piece of crap

This only started happening with the S2 app, its extremely frustrating that when all I want do is turn down the volume to take a meeting, and i’m then stuck in a 15 min random, constant re-boot process to get the thing working. I now, if I'm going to be in a meeting, mute the thing 15 mins in advance to make sure its done before the meeting starts...madness!...its not the hardware (playbar, S1’s, S3’s S5) or my wi fi...everything else connected to it works just fine. I’m not going to reboot my router and disrupt everything on the network when its not …the problem is solely and wholly the rubbish that is the S2 app, and I fail to understand why Sonos, despite the TB of issues online about this issue are failing to take it seriously, or even acknowledge it!

S

@BrainSel thanks for that info - I’ll give that a try next time. 

Out of interest is anyone else’s home network a MESH set up? Strangely I have found the S2 app seems to ‘find’ the Sonos when I am in different areas of the house even though my WiFi network is the same across the whole house.  Even then this is intermittent and doesnt always work. 
 

I am by no means a network expert so I have no idea if my MESH setup is indeed making a difference here, but I never had any issues on the old S1 application. 
 

I am going to try resetting the app and unplugging all my Sonos speakers and router next time and resetting them up from scratch but I’m not hopeful based on everyone else’s feedback. 

P

Still having lots of issues on my setup.   Please can Sonos review the diagnostics I’ve just sent through number 1957282853. 

I have Sky Broadband which consistently gives good connection speeds and as mentioned previously I’ve only had issues since upgrading to the S2 controller.   I’ve tried resetting everything to factory setups today and deleting and reinstalling the controller but encountered the same issues very soon after.    

Kyle A
Userlevel 4
Badge +12

Hi @Pedro C, thank you for the update and sorry for the late response.

Yes, another controller means another mobile device with the Sonos App; my appologies for not being specific.

I checked and compare both diagnostic; The two controllers use the same Wifi network because they both have the same IP address range. 192.168.0.*** 

You shouldn't be having a hard time connecting as your Sonos is directly wired to the network.

I see the Playbase wired as well and looking further in our resources for Sky Q, I found that there’s a hidden engineers menu and Sky Q boxes also produce 2.4 GHz & 5 GHz. It could potentially cause wireless interference.

However, I don’t see much wireless interference from the speakers.

Also, there is a recommended setting for the Sky Q Mesh.

However, this is better done with the assistance of our Phone support as they can walk you through the process in real-time. 

Also, you get real-time support if something goes wrong.

One last thing I’ll need to ask, have you tried a full network restart? If not start with the Sky network and once done; reboot the Sonos speakers. 

If you’ve already done this, I would recommend calling our Phone support for the recommended Sky Q settings.

1 800 680 2345 Monday to Friday from 10 am to 9 pm ET.

If you have other concerns, feel free to reach out.

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Kyle A
Userlevel 4
Badge +12

Hi @BrainSel, thanks for the update.

We have a 2.4 g and 5 g wifi, just to inform you if you don’t know this yet.

Sonos players can’t connect to 5g. So make sure you’re connected to Jack.

Can you check the light the players are showing and if it’s blinking?

If solid white, reboot the speakers, leave them unplugged for 10 secs then plug them back in.

They’ll blink white to indicate that they’re booting up.

Once, they stop blinking white, wait for a few minutes for them to connect, then check the Sonos app.

If you see them again, monitor them if they’re going to disconnect.

If they still do, we’re going to need to do a credential refresh. Connect the Playbar to the router with an Ethernet cable.

Go to Settings > System > Network > Networks and remove all the network listed. Afterward, check under System if both the Playbar and Sub are showing. 

Go back to Network then do Wireless setup. Once setup is complete disconnect the Playbar and put it back. 

Monitor the Playbar and sub if it disconnects again.

Just keep in mind your phone and the Sonos speakers must be on the same network under 2.4 g band.

Update us with your findings.

 

 

 

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S

I sadly have the same issue. I wanted to try your solution but have a Beam instead of Playbar. Any idea how to enter setup mode? Pressing volume up and Play doesn’t work. Thanks!

Rowena B.
Userlevel 5
Badge +16

Hi @Pedro C, thank you for your response and for updating us.

I really appreciate the time and effort you've spent doing all the troubleshooting steps, and it would be best for you to continue working with us over the phone to expedite the process. 

You may reach our Sonos Customer Care support with your full network setup including the make and model for each device to check what's going on and to provide the best option for you.

If you need help with any other information, please be sure to let us know.

We're here to answer any further questions you have.

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S

Away to try this B gave up last few days as couldn't be bothered unplugged playbar lol

B
Userlevel 2
Badge +1

Well, I made a discovery today.  Instead of rebooting the Playbar to get back connected, I decided to try pressing the + and play/pause button, then connecting to the SONOS Wi-Fi network from my iOS controller, then letting it time out.  Low and behold, after switching back to my home network, the Playbar and Sub are back on the network.  

Because I didn’t reboot the Playbar, there should be some good logfiles showing what’s happening.  This is definitely a Sonos issue, not a home network issue.  Diagnostic 1681910631 has been submitted.

B
Userlevel 2
Badge +1

Thank you, Stanley_4.

I have created DHCP Reservations for the Playbar and the Sub.  Both are back online.  I’ll report back tomorrow with the results.

Thank you, everyone, for your responses.

Rowena B.
Userlevel 5
Badge +16

Hi @nadraz, thank you for reaching the Sonos community. I appreciate your detailed post describing the issue as well as the steps that you did. Thank you for your feedback and what you're feeling is completely understandable. 

I really appreciate the time and effort you've spent doing all the troubleshooting steps, and it would be best for you to continue working with us over the phone to expedite the process. 

To further assist you with this, I recommend contacting our Sonos Customer Care support with your full network setup. Our phone support has the tools to check what's going on in your system and to remotely access your device to address the issue. 

We're here to answer any further questions you have.

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Kyle A
Userlevel 4
Badge +12

Hi @Pedro C, thank you for getting our attention and for the update.

I checked the diagnostic, the Sonos speakers are on the S2 firmware as well.

When I checked the diagnostic, it only shows the controller’s data then I checked the Household it was assigned to.

The speakers are active and connected to our server.

I would now like to know your whole network setup.

I’ll need the model of the router, other network devices like network switches, mesh systems, wireless access points, and the like.

I’ll also would need to know how they’re connected. This to understand how your network works and check for any known issues.

The information you give is greatly appreciated.

 

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Kyle A
Userlevel 4
Badge +12

Hi @BrainSel, thank you for the update.

Having a room drop isn’t exclusively with just the S2 app. We have these issues even before the S2 updates.

The trick is to isolate the issue. What’s the root cause but I’ll check in with our dev team. No guarantees that I’ll have more information on this.

Also, If your phone has the capability to switch to 5 g without you knowing it. It’ll also disconnect you from the system.

If you want to be escalated, I recommend giving our phone support a call. They’ll have more options to troubleshoot this with you live.

If you have other concerns, feel free to reach out.

 

 

 

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B
Userlevel 2
Badge +1

Just a quick update - I’ve been working closely with Sonos Support and we made a discovery - The Sub is falling offline and taking the Playbar with it.  We removed the Sub from the room and watched the Sub drop offline after a couple days, but the Playbar remained online and responsive in the App.

We don’t know what this means yet, so stay tuned.  I still believe an update is going to fix this.

P

So i have made some progress here at least but have been forced to choose the lesser of two evils.   I have provided my devices with static IP addresses which has resolved the issue with the One and this now works as before.    However, the playbase still has intermittent problems so i tired wiring it in again although this then stopped the One from working again…

Seems as though the One does not like using the SonosNet connectivity but the Playbase on the S2 will not connect consistently on just the wireless connection.   I’ve therefore jettisoned the Playbase and turned it off permanently (i challenge whether this really works with the S2) and am using the TV speakers until i can get a replacement.   Alexa and the One now work perfectly.

B
Userlevel 2
Badge +1

Hi Kyle.  It doesn’t seem like a room is dropping, it seems like two components (Playbar and Sub) are disconnecting from Wi-Fi.  I can see the MAC addresses disappear from the router after less than a day.

 

I don’t think this has anything to do with the network or the App.  As far as isolating, this started with the S2 upgrade and seems to follow the hardware.  I have had no problems prior.  As with any major upgrade, it’s possible that there are old, conflicting pieces of the prior OS lingering around causing issues.  I’m going to perform a factory reset on the Playbar and Sub to see if that resolves the issue.  I’ll report back with the results.

Kyle A
Userlevel 4
Badge +12

Hi @Pedro C, thank you for the update.

We don’t have an issue with the router and Sky Q mesh.

Is there another controller able to connect to the Sonos system? if you do, please take a diagnostic with the connected controller in the Sonos App.

Setting > Help & TIps > Submit Diagnostic and post the confirmation here. So I can check where the Sonos system is connected to.

I suspect you having two networks running and Sonos is on a different network. However, we need to check with the diagnostic.

Update us with your findings. 

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B
Userlevel 2
Badge +1

@SinfulMax 

So close!!

Does that Sonos_xxxxxxxxxxxxx SSID eventually change to SONOS?  How long did you wait?  It might take a minute or two.

Let us know!

B
Userlevel 2
Badge +1

@Starcy 

For the Beam, it looks like you press and hold the ♾ button until you see an orange blinking light.

 

Hope this helps!

T

Hello, the problem with stuck iOS controller is still the case and happens randomly from time to time for me and my wife. Just submitted diagnostics after it happened again: 439055157

The only way to reconnect is to reset the application.

S

@BrainSel I tried your solution but the app still won't connect. I'm literally having to unplug my playbar everyday for 10 seconds then resync it to app (S2). Absolute nightmare and I'm probably going to ruin my power cable by yanking it out every damn day. Sonos please sort.

 

 

Kyle A
Userlevel 4
Badge +12

Hi @BrainSel and @DaShiznits, thank you for reaching out and welcome to the community.

@BrainSel, I would you to take a diagnostic when you’re connected to the Sonos Arc and disconnected from the Sonos Arc.

So that I will be able to compare the two states of your connection.

 

@DaShiznits, I would like to know the model of your TV and how the Sonos Arc is connected to it.

I would you to also take a diagnostic when the Arc stops working.

Here’s how to take a diagnostic: Settings > Help & Tips > Submit Diagnostic. 

 

If there are other concerns, feel free to reach out.

 

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B
Userlevel 2
Badge +1

Just a quick update - Mine disconnected again after staying connected for 4 days.  I did the workaround and it’s back online.

@SinfulMax - it took a couple of tries, but eventually the SONOS SSID appeared.  It took about a minute to switch from Sonos_xxxxxxxxxxxxx to SONOS.

 

Sonos Engineers are fully aware of the disconnect issues.  It’s only a matter of time before an update is released.

S

I don't know if that means anything. I only have the playbar and it's still going offline....

Kyle A
Userlevel 4
Badge +12

Hi @BrainSel, thanks for the update.

Alright, keep us posted.

Just reach out for other concerns.

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