Sonos Ipad App won’t open

What a joke! I’m seriously starting to hate this brand. 

Hi all, maybe it's time for a class action against Sonos, 6 months since they updated this app and thousands of people have the same issues, I think if they have to pay compensation based on product purchase value X days since the app has not functioning,  shares will tank, and they will outsource the fix, instead of trying one guy to re code the android app. I have 3 systems, in 3 countries, incredible amount of money, for a system that cannot be used as it was. I'm ready anyone else want to join me

I agree Pedro! Unbelievable. Nothing but a pain since the update. Do everyone a favour and roll back to the original app. 

yes lets demand a rollback, or litigation, how they passed the update & have not fully tested it..

Few times, when opening Sonos, the app will get stucked on a black screen with Sonos logo. It happens  on iPad and iPhone. iPadOS & iOS 18.1

The only work around is to delete the app and install it again to regain access to the application. 

Seems odd. I’m using an iPad running 18.1 to type this, and using / controlling Sonos in the background, so it is working here. Have you called Sonos Support directly to discuss it? There must be some local issue going on, but there just isn’t enough information in your post to begin to guess. 

@Airgetlam I updated my post. It is a random issue and I didn't find any pattern. 

Sonos support in Europe is patheti. I know more about their product than they do. Not sure but it seems to be outsourced, that will explain why. 

The Wife & I are based in the UK and we are each using iPhone & iPads as our Sonos controllers. All are running on the latest Apple OS v18.1 and not seen any issues with the install/upgrade of the Sonos App… can’t recall ever seeing the Sonos App crash on any of our iDevices. The App launches fine every time and it discovers/displays our speakers and music services. The Attached shows a ‘typical’ example of what we see when the App is started from a fully closed state… (example here is from my iPhone controller).

My thoughts are to check storage space and anything else running on the iDevice or network that might be interfering with the App - switching off the Apps access to mobile data might perhaps assist, or switching off WiFi calling or even see if switching off ‘Private WiFi Address’ MAC spoofing might improve things.

On the Sonos hardware side, perhaps check the device SNR levels if using a WiFi connection to your products and try to get them to level 45dB or higher and where practicable ensure any Sonos devices that are capable of using the 5Ghz band, use that faster connection.

Sonos device SNR levels (if using a non-SonosNet connection):

https://support.sonos.com/en-us/article/understanding-the-network-details-section-in-the-sonos-app

Sonos devices that use a 5Ghz WiFi connection: 

https://support.sonos.com/en-us/article/supported-wifi-modes-and-security-standards-for-sonos-products

Happened to me today. Think because the app updated either today or yesterday. Delete and reinstall fixed for now. I’m on iOS as well. 

Yes most IOS work fine,, its Android that no longer functions, now 6 months & it takes 1 min 57 seconds for the app to open, if it closes, you cannot control anything, lag, i have 3 systems, in 3 different countries,
spent more than 7000 eurs on there products, and cannot use it freely anymore after the may 2024 update, Sonos have acknowledged there is an issue, & said one day it might be resolved, there is even an apology  on the Sonos website from the Un sincerer MD maybe a disclaimer is required on there boxes, As its not funny anymore 6 months later..

My Android tablet Sonos App opens from fully closed in a few seconds. So the experience you are describing almost sounds like something is blocking/hindering the App on startup. 

If the issue persists and takes nearly two minutes to open the App, then it maybe best to reproduce the issue(s) seen and then immediately submit a Sonos system diagnostic report from within the Sonos App, note it’s reference and contact/chat with Sonos Support Staff via this LINK and see what the Staff can perhaps suggest to help you to resolve the matter.

yes mate,, but Sonos cannot fix it see here.

Thank you for getting back to us.

At the moment, we are unfortunately unable to recommend a specific Android phone model that would work without issue. However, we are aware that some customers using devices such as Oppo, Realme X2/Pro, and Xiaomi (with ColorOS or MIUI) have experienced similar problems. Our development team is aware of this situation and has already ordered several of these phone models to conduct in-depth testing, aiming to release a reliable fix as soon as possible. We’re committed to addressing this issue and improving the Sonos app's compatibility and performance across all devices.

Regarding your legal concerns, I want to reiterate that the support team is not equipped to handle legal matters. Any such inquiries should be directed to our legal department through official channels, as we are not authorized to provide input on legal actions or compensation claims.

I understand how challenging this is, and I want to reassure you that our team is working diligently to address these compatibility issues.

Thank you for your understanding, and please let me know if you have any further questions or if we can support you in any other way.
 

With best regards,

Daniel K.
Sonos | Supervisor | Customer Experience

@Pedro5555555,

Ah so your own issue relates to what maybe some instance of ‘hardware incompatibility’ with the new App on some Android models - I guess you may have to wait and see if it’s fixable, or the devices get added to the Sonos incompatibility list of hardware. 
 
I guess that’s perhaps also the case with some older iOS mobile devices too.

No idea, my phone is new, & they wont recommend an Android device that functions,, 6 months we have been trying to get this resolved, Sonos only offered we return all our products back to the merchant we purchased from, Which is unfair for the user & the seller, they just passing their responsibility, I have given them 3 months to resolve it or recommend a phone that will function, has to be Android, or we go with litigation.. they have a duty of care, not to roll out software that is not compatible.. so we wait and see..

Well I hope you get the Android issue resolved. You could maybe also ask some other Sonos users here in this community as to what Android mobile devices they use that they have working okay with their system, but I guess each system and local network setup might be entirely different to your own setup.

Another worthwhile option might be to try another Android mobile device temporarily, borrowed from a family member, colleague, or friend, perhaps? Just to see which one works best for you.

Yes we tried x 2,, but was the same make but different years not working,, IOS works tried that,
im sure one day they will resolve it.. i dont see it as the network, i have 3 systems, in 3 houses in 3 different countries.. so its defo phone issue & software

Ah okay so all three systems/houses all work okay when using iOS controllers? - Anyhow  I hope it gets resolved for your Android mobiles too. 

I’ve just started experiencing the same issue. That along with all my playlists having disappeared, on top of the frustrating ‘something went wrong’ which has become a permanent fixture & really starting to make my p*** fizz, and now this new irritation on the block…. 6 Apple Music connected accounts…. I only have 1 Apple Music account. 
Such fun!

Moderator Note: Modified in accordance with the Community Code of Conduct.

We must now buy a smartphone that is compatible with Sonos system, seriously? 🤦🏻‍♂️🤣🤣

The Sonos App requirements and System requirements are stated here in the following two links. Hope that assists:

https://support.sonos.com/en-gb/article/sonos-app-requirements

https://support.sonos.com/en-gb/article/sonos-system-requirements

Thanks but just generic requirements, nothing new here.

As you know it is the application that must be compatible with the hardware and the OS not the other way around. Guess what, Apple isn't going to change for Sonos. 

I don’t think there’s a need for Apple to change anything, is there? - the Sonos App is certainly working on both mine and the Wife’s  iPhones and iPads running Apple OS v18.1 - All four devices are working fine, so not really sure what you are referring to, unless you have some sort of local issue, perhaps🤔? If so, maybe give Sonos customer support, or Apple customer support a call to see if they can perhaps assist you.