frustrating & tempermental App

I have exactly the same problem, and feel the same way. I end up turning music off as so frustrating. Have rebooted the whole system and my wifi network several times and the problem comes back next time I listen. No response from Sonos either!!

The App is so frustrating. I used to enjoy using Sonos but now it’s so much of a lottery I use an old Bluetooth system that I used in the garden shed. Sonos should offer to buy back all products as their system has become a joke. It’s been a waste of a considerable amount of money. 

My system still works fine and I suspect the others on here are capable of working well too.  The new app launch has been an embarrassment and a disaster of Sonos and many users, but it is easy - and totally wrong - to think it is the cause of all issues.

It is actually virtually impossible for the app to cause the problems described by the contributors on this thread, as the app is just a remote control.  it is like blaming your TV remote for a bad picture.

Start by powering off your router and all Sonos, then power the router back up fully, then each Sonos device.

John B,

I have tried this approach several times, tried different routers/networks and rebooted every speaker multiple times. I don’t know if it is the App, or really care. But my Sonos Sustem is little more than a group of ornaments these days!!

Have you tried changing the router Wireless channel?

What Sonos devices do you have?  From which do you generally start your group?

Have you called Sonos Support?

Yes I have tried changing channel with no success.

 Have a soundbar, sub, boost, connect and 8 Ones. I generally start with the boost as it is connected with an Ethernet cable permanently.

no response from support other than the same suggestions that you have given

It may be useful to look at the Sonos network matrix.  Obtain the IP address of one of your Ones from About My System.  For illustration, assume that was 192.168.1.40.  Then in a browser window you would type http://192.168.1.40:1400/support/review.

Then click Network Matrix.  Any boxes shaded red?

If you want to post a screenshot I’ll take a look.  Many would advise you to hide the MAC addresses when you post.

PS You cannot group from Boost (as you cannot group a Boost) so not sure what you mean by that.

John B:

 Powering OFF / ON won’t help the fact that the app still gives out error messages when loading the queue then after a period of time completes the operation anyway.  It won’t help the fact that there is no queue management as there was in S2.  It won’t help the fact that the queue does not follow the music progress.  It won’t help the fact there is no local library album art shown in the queue etc.  these are the aggravations I don’t like about the app.  Yes I can access my local library.  Yes I can play streaming services.  But the process is ugly.

@MoPac . This thread is about speakers dropping from play and failing to group.  From long experience, I believe the solutions to these individual problems will lie in something to do with the network, or the interface between Sonos and the network.  These issues have nothing to do with the new app, in my view.

I didn’t claim to have any answer to the functional issues and limitations of the new app.  That is down to Sonos to fix.

John B:

 Was just responding to your statement “…Impossible for thie app to cause the problems described by the contributors to this thread …”.  To me that referred to more than speaker connection problems.  I’m with you in that I have no issues with speaker connections.  I just don’t want to give Sonos a pass on the rest of it.

 Not a frequent forum cruiser so maybe I’m misunderstanding.  Is a “thread” just this particular subject or does it refer to the entire Sonos Comunity postings?  Not fully up on terms.

Thanks, John. Believe me, I’ve tried all that and, also, the issues only seemed to stem from the app update.

Yes, I think it would be generally understood that this series of posts constitutes a thread.  But it may have been better if I had called it a “topic”, as this seems to be the term used on here (see above, “related topics”).  Sorry for any confusion caused.

John B,

I will try as you suggest this evening. My error by the way, it is the Connect that is connected by Ethernet and the unit I start grouping from generally. Although I have also tried starting from the soundbar and a One. No variation in outcome. Connected to internet through stable Starlink and also through a separate mesh.

the problem did seem to start when I installed S2, but might be a coincidence.

This is where I have to respectfully disagree. Sonos have not just updated the app or controller. They have updated the app, speakers and cloud backend. The new app would appear to be exercising different parts of the speaker firmware designed to interact with the new app and cloud based services. 

This is part of the reason why 3rd party apps appear to work better as they still use older API’s that in turn don’t trigger new function.

The “it’s just a controller, so can’t affect the speakers” is IMO wrong. Else the problems people have with the new app would be there with 3rd party apps, and they aren’t. 

EDIT: This includes Sonos’s own desktop controllers for Mac/PC which are still based on older API’s and in general have been much better at controlling things when if you use the new app it fell to pieces. 

If you have a PC/Mac, have you downloaded the Sonos controller and tried grouping from that to see if you get different behaviour? Also have you plugged/unplugged stuff into ethernet over the course of troubleshooting that wasn’t originally plugged in? 

I haven’t tried the PC approach, but will this weekend. I have tried plugging in the Ethernet when the setup in the App suggests. I have now done this full set up about 5 times since the S2 app install, tried reverting to S1 and tried different wifi networks twice and reset the wifi network several times.

I haven’t tried third party apps, but would like to. Any recommendations?

I would try the Sonos desktop controller first, it’s free, and will give you a clue as to whether it’s worth trying a 3rd party phone app. I’ve seen Sonophone recommended many times but have no direct experience of it. 

So what is the config of Sonos speakers you’ve ended up with after all the trials and tribulations? All on WiFi? Some on ethernet etc.? 

Currently (but not working since S2 install), Connect on landing, with Ethernet to MERCUSYS mesh, connected to Starlink, with Meridian Amp and AE1 speakers, One in each of 2 bedrooms, dressing room, bathroom, hallway, kitchen and 2 more outside in covered area, then Soundbar and Sub in lounge with tv. All but Connect is wifi to MERCUSYS network which has 6 mesh nodes throughout.

Boost and Bridge not used after we extended the MERCUSYS mesh k look last year. Another Connect is ready for connection to main stereo in lounge, but I haven’t got around to installing yet, as have single ended pre amp there at the moment.

Thanks. Have you disabled WiFi on the Connect that is plugged into ethernet?

Yes

Hmmm…. Does John B have a deeper knowledge of how the App upgrade happened. The previous iterations of the Sonos App have never created issues such as we’re suffering now. Blaming Users who want to just switch the music on and off with an alarm feature thrown in, without having to delve into the guts of the intranet, internet, hub etc is not a big ask. It is frankly dishonest and more than a little smug to blame Users for their lack of tech knowledge & understanding.

Hi @Turtles 

He’s certainly been here for a while, and nothing he said was incorrect. I don’t think he was being smug - I think he was trying to be helpful. And, I don’t see him blaming anyone. Please curb your accusations.

Barring electromagnetic interference (which we can probably rule out if there were no problems before), the likely cause of failing to group speakers together is a mismatch of the firmware that the speakers are running. Although the app should ideally warn you of the mismatch, it is not the app in itself which is causing the issue. So, although he did not have the entire picture, there was nothing inaccurate about what @John B  was saying and how he was trying to assist - no-one here is claiming to have all the answers.

To resolve this issue, please open the Sonos app and go to Settings icon » Manage » System Updates » Check for updates.

I hope this helps.

Thank you @Corry P - however, the issue remains that the App is no where as easy to use as the previous iterations, the suggestion that Users go through the guts of their system to try and resolve the situations is unreasonable, especially when large numbers of us have limited technical understanding. I have lost count of the times I’ve gone for a hard reboot - nothing else in the house has these connectivity issues - and I really do mean nothing else. It’s only since Sonos enacted this latest upgrade that all the problems started. I have just checked the clunky app as you recommended it confirms that my SONOS system is up to date - its just unreliable, unpredictable and unfit. Your CEO made a promise that all these issues would be resolved - suggested that missing elements such as alarms etc would be reinstated - nothing has happened. Honestly just feel that Sonos is being protectionist and needs to focus on the customer experience. I have never until this update had an issue with your previously excellent product and user platform.

Reality is that I am not at all new to setting up systems and have been doing it for years, from building my own record player and valve amps to  setting up concert equipment. I also write bespoke software at work and have set up a number of networks. So consider myself quite tech savvy. So having such trouble with this after years of no problems is very frustrating!

thank you @Giacomo Papa I now don’t feel so alone or stupid for not being able to make the App work effectively.  I’m sure there are many more in a similar situation who aren’t bothering with the ‘community’ and will eventually drop Sonos as their speaker of choice but do so silently, possibly not even a whimper. I guess that Sonos aren’t really that bothered, they must have bigger fish to fry. Once I find a suitable alternative to Sonos I’ll switch, give away the speakers as Bluetooth option to others. Can only be a matter of time…. I’ll be patient. @Corry P cc’d for reference.