S2 on iPad Pro and LG thinq works fine but not on my pixel 6a. “Sign in to see your system….” is always present, even after signing in and I cannot make any changes to my system. I rang customer service, who were very patient but were unable to resolve the issue, suggested I contact Google. The old app worked fine on my pixel phone, so something has changed.
cheers
Hi
Welcome to the Sonos Community!
Sorry to hear of this issue you are having with the remaining sign-in notification. There was a related known issue, but we understand it to have been resolved for some time now.
The email address you have used to log in to the community has speakers registered to it, and I can see that it was confirmed that you were signing in with the correct account in the case notes. This is indeed puzzling, though I disagree with the advice to contact Google - there is zero chance that they can help.
You’ve already tried a reinstall of the app, so I am not sure what else I can suggest - a reset of the Sonos app, perhaps? User icon » App Preferences » Reset App » Reset. Once done, reopen the app and opt to Connect to an Existing System, then sign in.
You could also try transferring ownership of your Sonos system to your own, existing account. Ensure all Sonos devices show in the App, then User icon » Sign Out, followed by Settings icon » Manage » Transfer System Ownership. Afterwards, you’ll be taken through the steps of re-registering all your speakers.
I hope this helps.
Thankyou Corry
I will try the things you have suggested.
Regards
Dean
Hi Corry
Please see attached, the "sign in" message never goes away even though I'm signed in and I can't sign out.
Hi
Understood - thanks for trying those steps.
I have been given some extra advice, but it is a little more extreme than I normally like.
Basically, it’s possible that this issue will remain until you create a new system, or Household.
I recommend that you take one Sonos device and factory reset it, and reset the Sonos app too, then set the speaker up as a new system and see if the behaviour stops - if it does, factory reset your other speakers and add them to this new system.
If, on the other hand, the steps do not help, please reset the same speaker and the app again, connect the app to an existing system, then add the reset speaker back to the old Household to get back to where you were before.
Warning: Resetting all speakers will erase any favourites, playlists and settings.
I hope this helps.
Hi Corry
Not sure I'm that brave.
Dean
Hi
That’s understandable - I recommend therefore that you contact our technical support team by phone so they can guide you through the process (pointing the agent you speak to to this thread may minimise the amount of explanation needed from you - asking them to Google “sonos” and the thread title should be enough).
I am worried that if these steps are not taken, you’ll be permanently lumped with this issue.
I hope it works for you.
Hi Corry
i have other devices I.e. my iPad, which I can use to “manage Sonos”, so I’m not too concerned. What concerns me is that, i do this and then my iPad doesn’t work. What’s really strange is, my LG phone running android 12 works fine, so it’s something specific to my pixel 6a it seems.
regards
Dean
Hi
Apologies - I did read that in your opening post, but forgot about that detail.
You are correct - if this issue is limited to only one device, then my above advice is probably overkill, so, please disregard it.
This means I have only one point left to make, which I earlier dismissed due to you having a Sonos system registered to the email that you are using here: you can sign in to the Sonos app using any Sonos account, but only the account to which the speakers are registered will allow configuration of the system, and any other address will therefore always show that prompt. I have requested internally that this be made clearer in the app.
Please ensure that you are signing in with the exact same email address that you are using to sign in here to the Community - if you have another email address which is very similar, you may be using the wrong one by mistake.
I hope this helps.
Hi Corry
i only have one email address, I’m using the same email for my iPad and lg phone..
regards
Dean
Hi
If you are 100% sure that you are entering it without any error, I can only 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 - I can’t guarantee that they can help you, but I have exhausted what I can do through this channel and they will at the very least be able to document this issue and report it as an issue.
I hope they can help.
Hi Corry
i have already been in touch with your support team, and as I mentioned earlier all they could recommend was contacting Google, which as you mentioned, would be a waste of time. I don’t even know how to get in touch with them.
regards
Dean
Hi
Our support agents suggest solutions, and if a suggested solution cannot be tried while you are on the phone/chat, then we will ask for you to try it and see. There is always the option to get back in touch, quote the given case number and continue where you left off. Asking you to contact Google was a non-starter in my opinion, and I’d like to think that only a very few of our agents (ideally none) would suggest it for this particular problem. If you get back in touch and quote the case number you were given (or even just mention that you have been in touch regarding this issue already if you no longer have a record of the number - though I can send it to you in a private message if you ask) and the agent you speak to cannot come up with a suggested solution of their own (or they do and it does not help), then they will escalate your case and you will be put in a queue to speak to a more qualified agent on another day, or they will consult with such a colleague and identify that only a software patch will help and so create a ticket for submission to our developers.
I do understand if you don’t want to go through this process, but I can only say that if a software fix is needed, it will take some convincing, and documented proof of your issue will be required. There may be other users affected, but if they don’t call in either, I can only assume the issue will stay. As I mentioned in my first reply, there was a bug that produced exactly this issue, but it was fixed in an update some time ago - if we are going to reopen the ticket, we (Customer Experience agents like myself, those on the lines, and those who supervise us) need to provide sufficient proof that another software patch is required. I have seen multiple reports of this issue since we fixed the bug, and every one of them was user error.
Now that I think of it, this is all presuming that the Sonos app you have is the latest version - please ensure that it is by checking for updates in the Google Play Store (though I would expect it to update automatically).
I hope this helps.
Thanks Corry
appreciate your candid reply.
regards
Dean
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