Can you describe your network?

My wife has an iPhone 15 and I have a 16. We have no issues using the app or connecting to speakers on my network.

I have had my system since 2019 and my broadband is Fibre 68mbps. I have sky with 3 boosters and good signal strength throughout the bungalow.

in the kitchen is a beam linked to the TV by arc, x2 Era 100 and a sub mini which are used as one. 
 

my living room has x2 symfonisk

my office has x1 symfonisk

my bedroom has x1 play 1

usually I do use a vpn on my phone but it has a setting allowing local network connections, however even with this turned off the app seems to take forever to load artwork and doesn’t reflect if it’s playing anything. Right now the tv is on but if I open the app it says “no content”. I rarely use the app but have had a power cut recently and noticed it knocked off the voice control from the beam, that’s when I noticed I couldn’t change the settings from the app. 
 

I can’t change the settings on anything because the app doesn’t retain them. 
 

phone is on latest software, app has been reset, deleted and reinstalled. Phone has been rebooted. All the system and WiFi has been powered down.

i can play music from Spotify to the rooms, but I can’t initiate music from the Sonos app. I also can’t do true play tuning as it just sits there and times out.

i feel the issue is with the app… not the system or network but happy for any help or things I’ve perhaps not considered 

I have exactly the same problem, though I did’t power down the whole house ( but I admire the commitment!).

I thought I would be my modem settings, but that doesn’t explain why the app keeps losing my Spotify (no content).

Hi @Wheelz 

Welcome to the Sonos Community!

Sorry to hear of these issues you are having with the Sonos app.

You mentioned Sky - do you have Sky TV boxes?

The reason I ask is that these TV boxes will repeat a Sky router’s WiFi signal, but in a way similar to WiFi Extenders, which we do not support as they tend to block specific types of data that we utilise heavily.

So, if you have Sky TV boxes, please try this - just for a test period, unplug all your Sky TV boxes from power, then wait a minute or so before opening the Sonos app. Does that immediately improve matters for your Sonos system and the app? If so, the solution lies in preventing your Sonos products from connecting to the Sky TV boxes.

The good news is that just power-cycling the TV boxes will force the speakers to connect to the router instead, and they will stay there until either the router reboots or they do - assuming a good signal strength, that is.

If you were to wire any one speaker (but not one of your Era speakers) to the router with an ethernet cable, that speaker will broadcast a private WiFi that your other speakers (barring the Eras and portables like your Roam) will prefer over the Sky signals - this would reduce the speakers actually likely to connect to your TV boxes down to just the Eras and Roams.

It is possible to disable either the 2.4 GHz or the 5GHz signals coming from the TV boxes, but to disable both, the box would need to be ethernet-wired itself.

Purchasing a WiFi mesh system would mean you could keep the Sky broadcasts separate and you could just use the mesh for your devices, or even just replacing the Sky router with a third-party alternative (if you don’t need the reach of a mesh system) would prevent the Sky TV boxes from repeating the signal (you could configure it to use the same ID and password as your Sky router, meaning that you would not need to reconfigure any WiFi devices.

If turning the Sky TV boxes off does not help, or if you don’t have any in the first place, I recommend you get in touch with our technical support team who have tools at their disposal that will allow them to give you advice specific to your Sonos system and what it reports. They will also be able to confirm whether or not your speakers are actually using the Sky boxes for their connections.

I hope this helps.

I have the same problem. I have disconnected my sky tv box and it works. As soon as the sky box is connected the app stops working. I have had the Sonos system for four years and the sky box for three years without any issue. Why now?

Hi ​@GH1761 

I can’t say for sure, but if you were to get in touch with our technical support team who have tools at their disposal that will allow them to give you advice specific to your Sonos system and what it reports, they should be able to give you some advice.

I hope this helps.

​@Corry P 

Apologies if this is a “hijack” but I was interested to read your comment above regarding WiFi extenders blocking specific types of data used by Sonos and was wondering whether it may be at the root of my problem.  I am able ti launch music from my local library using the Windows desktop app, and once launched I can puse/resum/skip back/skip forwards using either iPhone or iPad app and I can even “Scan for New Content” using those apps.  However, “Music Library” is not offered as a “Your Sources” optionon either of the mobile devices.   I have reported it to Sonos support but have never been queried about my network topology which is a BT Whole Home mesh netweok with 3 disks.

Hi ​@essenby 

An extender could be the source of your problems, yes. As I understand it, BT Whole Home is not a “proper” mesh WiFi - or so I seem to remember, but I cannot find any mention of this in our documentation.

Do you have Pi-Hole on your network? If so, it may be that Pi-Hole is blocking communications to a third-party service that we use to adjust what’s visible in our app, and it affected my ability to see Line-In in the app. Please see my article on configuring Pi-Hole to work with Sonos:

If you don’t know what Pi-Hole is, you probably don’t have it.

This is a long-shot, however, as I have Pi-Hole and have never seen Music Library disappear from the app.

As a test, I would try unplugging all Whole Home discs to see if the issue goes away (even if a speaker or two go missing with it) - if it does, I would perhaps consider a different brand, but I recommend that you get back in touch with our team before spending any money.

I do recommend that you connect whatever device is supplying Sonos with the Music Library to the router directly, and not to a extending disk.

I hope this helps.

Thank you. This has helped. Immediately after I turned the Q box off it allowed me to access the settings and change them. Exiting the app and going back in everything had been retained. I’m leaving the Q box powered down for 30mins and hopefully it doesn’t revert back to locking to that WiFi signal. 

Hi ​@Wheelz 

Glad to hear that helped!

Your speakers will remain connected to your router now until either the router or speakers reboot - if the router reboots, all your Sonos speakers will connect to Sky TV boxes, so please reboot the TV box afterwards to get them to jump over again. If you reboot the speakers, they will connect to whichever signal is stronger - again, rebooting the TV box afterwards will ensure they are connecting to the router once more.

I hope this helps.

​@Corry P 
Many thanks for your response.  I don’t have a Pi-Hole and both 2.4Gh and 5Gh wireless bands are disabled on the Virgin Hub 4m, although it is not in Modem Mode.  I will need to re-boot the router to switch to Modem mode so that will have to wait until later in the evening when I’ve finished work. The QNAP NAS is actually connected to a Powerline unit so maybe that is worth investigating.  However the Sonos Support team inform me that this is a known issue (although not affecting all users) and gave me a ticket number when I reported it and submitted my diagnostics.

Hi ​@essenby 

Apologies - I have now found your case and the issue that was tagged against it. There are no workarounds listed on the ticket for that issue, so I think it’s safe to say you can cease troubleshooting. We’ll need to fix that in software.

I hope this helps.