Sonos Settings Not Working In iOS

Update:

Spent 1.5 hrs talking to Sonos Level 2 Tech Support. They performed a screen share and saw the behavior.

Rebooted my entire system with no improvement. Also discovered that similar behavior in some areas is occurring with my Era 300 stereo pair as it says there is no Voice assistant installed when there is.

Accordingly, they indicate that what is occurring has never been seen before. Sonos Level 2 is thinking the issue may have to be elevated to Level 3 Engineering after they conference. I will keep updates coming.

Update:

Case has been officially elevated to Level 3 Engineers. Waiting for email to set time and date to discuss issues.

Update:

While waiting for Sonos Level 3 Engineers I have confirmed that Android has no issues. In fact I can open Sonos on my Android tablet and perform operations that Sonos on iOS will say “Something Went Wrong”.

I don’t know if it’s totally the iOS app or that my system wants to default to Android. That would be unfortunate as I am locked into Apple for all my tech.

If my system is defaulting to Android the only solution I can imagine (barring a solution by Sonos Level 3) would be to factory reset all my Sonos to flush out Android and setup the entire system using iOS. Of course I’ll not do anything until a hear back from Sonos Level 3.

Note: I only purchased an Android device for testing. It was never my go to OS. Ironically if memory serves me correctly my issues with iOS occurred after the last App update for Enhanced Navigation. Turning Enhanced Navigation off makes no difference; so I can’t positively say that the last update is the cause.

There is no such thing as a sonos system “defaulting to android” or anything else. 

Have you tried removing the Sonos controller from your iPhone, rebooting the phone and then reinstalling it?

Thanks for your suggestions. All of what you suggest has been done by me and with Sonos Level 2. The issues have been confirmed by Sonos Level 2 even during a screen share. Level 2 observed the experience with iOS and Android and even used the term that Android seems to override iOS. Just FYI, Sonos can see my entire system even deeper than I imagined. That’s why it’s being elevated to Level 3.

I don’t know how “schooled” you are with Sonos Technology. That said…As you will recall in my post I used the term “if” my system is defaulting to Android. When it comes to tech I’ve learned never to say something is not possible until proven as such.  😊 

BTW…I’ve only interacted with Sonos Tech support on issues like this which has only been three times (including this instance) since 2015 (9 years less than you 😊). Point being contacting Sonos Tech support is a last resort in extreme circumstances beyond basic trouble shooting steps which we all suggest 😊

Personally, I wouldn’t say Android seems to override iOS in your case. I would say the Android controller worked, and your iOS controller didn’t.

I would be more interested if Level 2 (or Level 3) was able to reproduce the problem. Then you would know if it is something with your setup, or a more general iOS controller or Play problem. But as far as I know, yours is the first instance of this problem being mentioned.

Sonos Tech Support said they have never seen this issue. So you’re in good company 😊

Hmmm…I see where there is an iOS update on the horizon. Maybe that will correct my issues🤞

Thanks ​@Airgetlam and ​@melvimbe for the heads up!

You could replace “region” with “network”. The iPhone and Android controller are probably using different APs/Channels/WiFi 6 vs 7, etc, and are connecting to different Sonos devices using different network connections, so there is more in ‘’Play’ (pun intended 😀) than the different OS/Versions/Region of the controller.

You also didn’t mention if you have tried any other controllers / devices than those two. iPad? macOS? Any other phones?

Same issue on iPad. I haven’t used a computer for Sonos since they removed setup features. Even so I’m not concerned about the computer based apps because for me they are not convenient. I have no other iPhones.

If you read my other updates I think Sonos support has determined that something isn’t quite right. As they viewed in real time the issues via screen share and their remote view of my system.

Since my case has been elevated to Level 3 I’m not inclined to do any additional troubleshooting. It may take a week for them to determine a course of action.

FYI, I did run the latest firmware (hardware) update and nothing has changed. Also, my system is fully functional to enjoy any source, grouping or whatever. If I had to guess it’s something going in with MY iOS version of the app. I emphasize MY as you or no one else has the problem or maybe haven’t discovered it yet.

To be honest the issues to my recollection appeared right after the last update for Enhanced Navigation. JMO.

Will just have to wait to see what comes back from Sonos support.

Important Update:

I still have not heard from Level 3 Support. However, I did find something very interesting about Sonos Support when cases have to be escalated from Level 2 to Level 3. Hopefully, this information will help others in a similar situation. 

Note: The information that follows was gleamed from an extended conversation with a Sonos Level 2 support person.

1. When a sase is initially opened it's assigned a case number by Level 1.
2. If Level 1 is unable to resolve your issue you can be transferred to Level 2 and the case number assigned by Level 1 follows. 
3. The Level 2 person takes ownership of the case and forwards it to Level 3 if necessary; as is in my case.
4. Level 3 handles each case in the order placed in their queue.

Here’s where things go off the rails:

1. If you call Sonos Tech support to provide additional information regarding your case you will most likely be speaking with another Level 2 representative; as they do not have direct lines.
2. The new Level 2 representative takes your addition information and logs it in the case notes.
3. Unfortunately, they take ownership of the case removing it from the initial Level 2 person.
4. That procedures causes your case to be reentered into the Level 3 queue; at the END OF THE LINE.
5. So if your case was number 2 out of ten your case is moved to number 10 or 11.
6. Thus prolonging your wait for Level 3 support.

The Level 2 person I spoke to admitted that their system is flawed in that respect.

1. His suggestion was when calling in to provide additional information request that the Level 2 person you speak with NOT TAKE OWNERSHIP.
2. Just record the notes and do nothing else.
3. Of course that's assuming their system will allow such 🤔

So now you know what can happen when calling in to provide additional information to a Level 2 person regarding your case that is waiting to be reviewed by Level 3.