App loses connection to devices when logged in!

Good morning.

InterestingJonas that you replicated the problem too.

RC, your response got me thinking and trying to replicate your experience. However one thing I emphasise at this point is that I think it is the phone, not the App that is the issue. The App is working fine on my laptop and PC.

This morning I switched on the Beam’s power and used my phone to open the App which I noted was logged into my Sonos account. I could see the Beam and play music. I then signed out of the account  and found that I could still see the Beam and play music. Then the App lost contact with the device with Account, System and Services greyed out. I then noted the message on the App that my phone was connected to the Network, but the Sonos device wasn’t. Then I had to attend to some other matters before returning to try and fix it.

The phone now just says “Unable to connect to Sonos”. I opened the App on my PC and it shows that the Sonos Beam is connected. I played some music to confirm this. This replicates the analysis of the Sonos Tech in finding out whether the App or the Sonos device was created the problem. Yesterday the Tech checked my Router settings and confirmed that the Beam was connected even though my phone says not. I also opened the App on my wireless connected laptop and played some music.

I agree that the App on my PC and Laptop does not indicate whether I am logged into my account or not, but I have full access to manage the App and services.

As for the TV I had that working on the Beam just by plugging in the ARC HDMI and activating the Viera App on my TV as well as choosing Cinema Surround for sound out. Seems that the Beam is just a “dumb” device for the purpose of TV sound with the HDMI connection providing the necessary connectivity.

So I am even more convinced that the issue is the device hosting the App that is the problem; my Samsung A12 phone. That said I think it is probably a latent WiFi connection issue causing intermittant dropout on the phone. I suggest checking the connections to your router if you have not done that yet to check that your devices are connected with the WIFI network regardless of what the App on your phone is saying.

Aplogies for the lengthy analysis, but I hope it helps others with this problem as well.

I found this Youtube video which may help (includes True Play setup for Apple products as well).

It is lengthy but he covers detail that is important. The creation of a Sonos Mesh net seems important for a stable network of Sonos devices. He recommends a Sonos Boost ($149) where you have a lot of devices in various rooms. And he stresses the importance of having at least one Sonos device wired to your router (could make it a Boost).

He does not deal specifically with an App connection problems but covers the set up process in detail. It may provide you with clues to the source of problems.

@Narravic : yes, I do have my arc hardwired which creates a sonos mesh network for the other devices. The connection is highly stable as far as I can tell (no sound drops, etc). To answer your question as to “why I need to log in”, TruePlay is one such reason: you cannot run a TruePlay calibration without being logged in. You also can’t check for updates from the phone. There are basically a bunch of things that you can’t do on the phone without being logged in. It doesn’t impact my day-to-day that much (as you mention, I *can* play movies and music without being logged in) but I feel that for a system that prides itself on its software and for something that costs a pretty penny, it is somewhat frustrating to be only partially functional :).

I am working with Sonos support as we speak though so I am hopeful that something good will come out.

Thanks,
Romain

Are you logged in to the Sonos account on your xiaomi tablet? Same version of the app. Also, give it a few minutes — sometimes it works for a short time for me. Going to a different app and coming back typically does it :). Curious to know if some devices actually work logged in.

Correct. My app stays fine as long as I don’t log in. I can see the system, play music, etc. Unfortunately, login in is required for things like trueplay tuning which is something I can’t do anymore for example. System is fully functional without logging in which is the most frustrating since I don’t get why I would need to log in for anything locally. I would be a happy clam if I didn’t need to log in for anything on an existing system. I am still waiting for a call back from Sonos support. I’ll probably call them tomorrow if I don’t hear by then. I am at least glad that others can replicate my issue. I am more and more convinced that it is not me and really an issue with sonos. I hope it is taken seriously soon. 

I would also say that this thread is effectively not answered or solved because there are still many users who are experiencing flavors of the same problem.

The solution to the problem is currently to sign out of the device, force stop the app and then restart. Or you can reset the app from the app preferences and then go through the whole setup again and join an existing system. This will help you gain access to your devices again and get the app out of the loop of not recognizing any device even after you are signed out. It does not solve the problem of logging into the Sonos app and losing your system. The behavior and problem are replicable when you log into mysonos.

Updated to 15.1.1 today and it seems to work!!! I was able to log in and update the devices as well. So far nothing seems to have dropped. Crossing my fingers but if you were having issues, at least 15.1.1 seems to have fixed it for me for now so give it a shot. No other change in network or anything. 

So what did Sonos support say when you contacted them?

In response to Airgetlam a big part of my frustration is that I spent half a day with Sonos Support (Chat and telephone) and was not able to resolve the matter. 

Another aspect of this process that I found confusing was that during the process of testing and generating logs the tele-tech commented that my App was connected at the same time as my App was saying that it could not find my sonos device. Perhaps there is a lag factor involved?

We tested the connection several times over an hour or so because switching power to the Beam off and on again resulted in loss of connection between the App and the beam. This I think lead the tech to conclude that my WiFi signal was intermittant although later testing with a WiFi analysis app showed no sign of signal intermittance. I was left with the feeling that the logs did not reflect the actual situation. It also occured to me that the Beam needed another Sonos device to create the Sonos net effectively. However I note from other reports that multi-device setups are having similar issues.

The impression left with me by the tech was to connect to a 5gh WiFi signal or an ethernet cable and my problem will be solved. It would be helpful to hear from anyone whether this possible solution has been tried and proven.

My setup is an Optus 2nd gen dual band Router connected to NBN via fibre to the kerb. It is in a room adjacent to the loungeroom where my Beam is with the smart TV. The connection to the TV is via ARC HDMI and works fine as far as volume is concerned. Being able to adjust quaility via the App is problematic as explained above.

Thanks to all for their input.