Skip to main content

I have an iPhone 12 running iOS 18.1.1, and after months of seriously bad functionality (since the “new app” was released), now all my devices have disappeared from the app, even the one plugged directly into ethernet. On my Mac OS, I can see all the devices, and the Sonos app works perfectly. After following all the usual recommendations, I deleted and re-installed the Sonos app on my phone, and now it cannot even find my Sonos system (I cannot “join existing system”).

I am currently using a “work around” by playing Spotify on my phone, and casting it to my Sonos speakers via AirPlay, but the Sonos app itself cannot see the same speakers that I can cast to.

So what I have done is:

-clicked “forget” on my wifi connection, and re-joined it by re-entering the password multiple times

-re-installed the Sonos app multiple times

-restarted my phone multiple times

-restarted my router multiple times

-rebooted one of my Play 5 speakers and re-set up the wifi connection just to test and see if that made any difference (it didn’t - and my Mac OS app continues to see and play that speaker)

-rebooted my Arc, which is the only speaker connected by ethernet

-confirmed that the Sonos app on my phone has access to Local Network

-spent 2+ hours on the phone with Sonos tech support with no resolution (case #07166165)

If it makes any difference, I have a Unifi network with a Dream Machine SE router and multiple Unifi Nano HD access points. Again, the Sonos app on my Mac OS works perfectly, so I wouldn’t think that the network is the problem.

Any help would be appreciated.

-West

Maybe see if this Unifi manufacturers link will resolve the issue for you…

https://help.ui.com/hc/en-us/articles/18930473041047-Best-Practices-for-Sonos-Devices

I also stumbled upon this link during a search of the community here…

https://github.com/IngmarStein/unifi-sonos-doc

^this is good advice to double check your settings with the two links. But I wonder how it could be your settings since the Mac OS app is working well and you’ve spent hours with support. Anyway good luck OP. 

^this is good advice to double check your settings with the two links. But I wonder how it could be your settings since the Mac OS app is working well and you’ve spent hours with support. Anyway good luck OP. 

 

The Mac app and the new mobiles apps are completely different in the way the system is controlled and/or accessed.

^this is good advice to double check your settings with the two links. But I wonder how it could be your settings since the Mac OS app is working well and you’ve spent hours with support. Anyway good luck OP. 

 

The Mac app and the new mobiles apps are completely different in the way the system is controlled and/or accessed.

Obviously but duplicate ips, wifi problems etc would expect to be present with the old app as well. Mdns is well supported by routers afaict so even in the unlikely event OP had a config problem related to it support would likely catch it, well I would hope so anyway. If there’s something op should be checking on his router to support the different way the new controller works hopefully someone can chime in. 

^this is good advice to double check your settings with the two links. But I wonder how it could be your settings since the Mac OS app is working well and you’ve spent hours with support. Anyway good luck OP. 

 

The Mac app and the new mobiles apps are completely different in the way the system is controlled and/or accessed.

Obviously but duplicate ips, wifi problems etc would expect to be present with the old app as well. Mdns is well supported by routers afaict so even in the unlikely event OP had a config problem related to it support would likely catch it, well I would hope so anyway. If there’s something op should be checking on his router to support the different way the new controller works hopefully someone can chime in. 

The old desktop Sonos App uses SSDP multicasting for device discovery - based on UPnP IP multicast to the address 239.255.255.255 - whereas the new App utilises mDNS - so it makes sense to at least check the multicast settings as mentioned by the Unifi manufacturer and the other document i linked to earlier.

Once those things have been explored, then perhaps other things can be suggested, such as VPN client or other security software running on the controller device, or suggesting checking other aspects of network security, such as Pi Hole and similar blockers etc. preventing access to sites like these…

  • sonos.com
  • ws.sonos.com
  • msmetrics.ws.sonos.com

I have a longer list of sites somewhere, but it’s not really relevant at the moment.

Thanks for the suggestions - I followed the suggestions of Unifi, including unplugging anything connected by ethernet, and prioritizing the STP for my 5 switches, and restarted my router (UDM-SE). I did not follow the recommendations for combining ethernet and wireless components, since I was no longer using any wired components. Note that all of these suggestions seem to relate to the previous version of the app, since they discussed SonosNet channels (which cannot be changed with the new app) and disabling the ethernet ports (which also cannot be done with the new app).

Same result - Sonos works fine with the Mac OS, but the iOS app cannot find the system.

 

^this is good advice to double check your settings with the two links. But I wonder how it could be your settings since the Mac OS app is working well and you’ve spent hours with support. Anyway good luck OP. 

 

The Mac app and the new mobiles apps are completely different in the way the system is controlled and/or accessed.

Obviously but duplicate ips, wifi problems etc would expect to be present with the old app as well. Mdns is well supported by routers afaict so even in the unlikely event OP had a config problem related to it support would likely catch it, well I would hope so anyway. If there’s something op should be checking on his router to support the different way the new controller works hopefully someone can chime in. 

The old desktop Sonos App uses SSDP multicasting for device discovery - based on UPnP IP multicast to the address 239.255.255.255 - whereas the new App utilises mDNS - so it makes sense to at least check the multicast settings as mentioned by the Unifi manufacturer and the other document i linked to earlier.

Once those things have been explored, then perhaps other things can be suggested, such as VPN client or other security software running on the controller device, or suggesting checking other aspects of network security, such as Pi Hole and similar blockers etc. preventing access to sites like these…

  • sonos.com
  • ws.sonos.com
  • msmetrics.ws.sonos.com

I have a longer list of sites somewhere, but it’s not really relevant at the moment.

if you read my post I encouraged OP to follow the guides in the links you posted. The UniFi guides are basically the same as prior to the new app. Ie there’s nothing new other than mdns.  FYI MSMETRICS.ws.Sonos.com can be safely blocked 

Thanks for the suggestions - I followed the suggestions of Unifi, including unplugging anything connected by ethernet, and prioritizing the STP for my 5 switches, and restarted my router (UDM-SE). I did not follow the recommendations for combining ethernet and wireless components, since I was no longer using any wired components. Note that all of these suggestions seem to relate to the previous version of the app, since they discussed SonosNet channels (which cannot be changed with the new app) and disabling the ethernet ports (which also cannot be done with the new app).

Same result - Sonos works fine with the Mac OS, but the iOS app cannot find the system.

 

Just to say you can adjust the SonosNet channel and disable Sonos WiFi adapters in the new Sonos App, but only when a device is cabled to the LAN and it supports SonosNet, but I suspect that’s not going to be the issue.

I have seen blockers, like Pi-Hole, cause this type of discovery issue and it’s why I mentioned it earlier and the other thought from me, is to try another ‘mobile’ controller device, just to see what happens.

As an example, a user with an iPhone controller having similar issues, resolved it by resetting their iOS network settings and removing/reinstalling their Sonos App. However it might be easier to perhaps try a friend or family members phone/tablet, just as a quick test.

Reply


Terms & ConditionsCookie settings