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.

Hi ​@AjTrek1 

Indeed! Basically, if a customer’s case has been escalated, the best thing they can do is wait for the call-back. Getting back in touch does indeed make it very likely that they will end up at the end of the queue again. There is a button we are trained to press as soon as we open an existing case to take ownership of said case, which removes it from any other queue. It becomes habit at a certain point

My own two cent’s worth on the issue (without seeing diagnostics) is that there may be a communication issue with the iOS app to the system - not so much that the system is defaulting to Android, more that the setting changes from iOS simply don’t reach the system, for whatever reason. I think it’s probably just a choice of phrasing, however. I will say that I may be wrong in this, but it’s certainly not something I’ve heard of before. Perhaps it’s new with the new way the app now works.

As for the Alexa wake-word, Amazon do not - and have never - allowed third-party devices running Alexa to change the wake-word from the default - this is an Amazon-device (Echos) feature only.

I hope you hear from the L3 engineer soon and get this resolved.

Hi ​@Corry P 

I unmarked your post as “Best Answer “ as my issues have not been resolved. I’ll try to explain why with words and visuals.

Specs:

• iOS is 26.6.1
• Sonos S2 88.00.51
• Sonos Firmware 18.7 (build 96.1-79270)

This visual shows my rooms and I will select Fireplace as the example:

This visual in Fireplace settings shows Spatial Music and Bluetooth Idle Auto-Discount as OFF

This visual shows that I have enabled the settings for Spatial Music and Bluetooth Idle Auto-Discount

In this visual I have existed the room (Fireplace) and gone back to Home Screen and returned to the Room to find the settings Off

All the above happened in real time. I have the same issues with my Arc Ultra’s. Also my portables will not retain settings for Bluetooth Idle Auto-Discount nor Battery Saver and WiFi Power Save.

However, as I have been trying to get Level 3 to understand that the same settings discussed here-in are locked in on my iPad and Android tablet. In fact Level 2 saw it occur in real time via screen share.

​@Keith N was able to speak to a Level 3 who has my case suggested toggling Guest Access which although I didn’t see the logic as I have never had Guest Access enabled. I did try it with no improvement. I will be contacting Sonos Support to let them know that enabling Guess Access has no effect.

I can say that Deleting and reinstalling the app has worked on occasion to correct the issues. However, after awhile things go south again. Besides having to delete and reinstall the app is not a solution. 

Wow….I just deleted and reinstalled the app and things are set! 🤔

This next statement is pure speculation as Sonos has not shared anything as such...Are setting for the App being stored in the cloud? I say that as it seems my iPhone is somehow sinking with my other devices sometimes. However, that is speculation and I do not want to get sidetracked on that thought.

Needless to say I’m a bit frustrated after two weeks of this 😬. 

Did you try toggling Airplane mode before reinstalling?

I really don’t think that’s the answer. My network refreshes itself on my iPhone everyday. When I leave it switches to 5G when I return it switches to Wi-Fi which may be multiple times a day (and so on so forth). Besides all other setting are locked-in regardless no matter what.

Hi ​@AjTrek1 

No worries - I was of two minds what to do with the thread when it showed up as needing a Best Answer. I fell towards the side of “call support”, but it’s fine if we don’t.

Crossed fingers!

As far as I am aware, all settings are still stored on the speakers themselves. Though, if someone from L2 or L3 says otherwise, take their word for it over mine.

I don’t blame you - it’s a weird issue! Thank God (well, Google, but in 20 years we might be calling Gemini “God” to avoid the purge) for Android!

Update:

Things are working on my iPhone iOS 26.6.1 regarding the app dropping settings...sort of….

I want to thank ​@craigski for his suggestion to toggle Airplane Mode on/off to reset my network. It works; but I need more info from Sonos as to why it’s necessary (assuming they even know).

Here’s what I have determined and this also loops back to ​@Corry P’s comment that settings are stored on the speakers. The settings in question are:

• Spatial Audio for Sonos capable speakers
• Idle Auto Disconnet for Sonos BT enable speakers
• Battery Saver and Wi-Fi Power Saver for Sonos portables

Why other toggle settings are not affected is still a mystery; as they per ​@Corry P are also srotred on the speakers. 🤔

Anyway...As long as the app remains running in the background the settings are retained. I left my home at 12pm_CST and retuned at 10pm_CST and the settings were still engaged.

I discovered that stopping the app causes the settings to dis-engage. Toggling Airplane mode on/off restores the settings 

Now here’s what even stranger...my iPad running iPadOS 26.6.1 is not prone to the same symptoms as my iPhone under any circumstances.

Furthermore, I can’t find any documentation by Sonos that says toggling Airplane Mode will cure certain symptoms of settings disengaging on iPhones. 

This next part reeks of non-transparency. If toggling Airplane Mode is a “thing” then Sonos needs to document it as such and say why it’s necessary to do so. The other alternatives are:

1. My iPhone is unique from any other in the universe; if no one else has experienced the same issues
2. I’m just as Dumb Ass that doesn’t know diddly *

For now I’m OK (I guess); but I will relay this revelation to Sonos Tech Support. IMO toggling Airplane Mode should not be required to keep settings locked on the app in iOS.

​​​​​​​ * If any one says number 2 is the answer...keep looking over your shoulder ...on your six 😂

Hi ​@AjTrek1 

Toggling AirPlane Mode is just going to refresh the network connection on your device and is not mentioned in the documentation I have available to me. It might result in a change of IP address, I suppose (depending on your router config), but I’d say it’s maybe a quicker method of doing a device reboot, in some cases.

Why those settings and not others are being saved, I don’t know. But it does sound like the iOS app is having trouble polling the status of those settings from the relevant speakers, for some reason. 

In this case, my assumption is that Airplane Mode forces the app to re-poll the speakers for their settings.

I’m sure L3 will be able to explain things a bit better than I.

Toggling Airplane mode will force the device to drop all existing network sessions from all Apps, find a new WiFi network, possibly different AP and/or band, re authenticate, refresh IP address, re-establish App connections (not just Sonos), and probably connect to a different Sonos device. This is why I recommended this as step 0:

I often use this (with a shortcut) when using public WiFi, with WiFi Calling enabled and roaming between APs, eg at a hotel or similar, where the WiFi may not have been configured correctly to allow fast roaming.

Reviewing the above screenshots, are you sure the settings are actually disabled, or are they just displaying as disabled? ie is it just a display issue? 

I would also disable WiFi Assist, if you have good mobile data coverage, and disable private network for the networks you ‘trust’, eg home WiFi

https://support.apple.com/en-gb/102228

https://support.apple.com/en-gb/guide/iphone/iph6b324bb33/ios