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prairiedog
Contributor III
July 22, 2018

9.0 Version App Keeps Freezing

  • July 22, 2018
  • 97 replies
  • 6390 views
Since updating my controllers to 9.0, the app keeps freezing up on my iOS devices. I have to close the app and stop it from running in the background before starting it up again. It will briefly work again before freezing again. I have deleted the app, shut down my device and reinstalled it. Still have the same issue. Anyone else having the same experience? And will this be fixed?
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    Ken_Griffiths
    Ken_Griffiths
    January 11, 2019
    BoogieWoogie,

    Do you use any mananged, or unmanaged, switches on the network at all?... can you state their brand/model and pethaps mention your router too. What did Customer support discover from your 'diagnostic' and 'crash-log' submissions? Did you get to level 2 with support?

    It would be nice to get to the bottom of this, as I know two users here in the community that have the new XS MAX and are not experiencing the freezing issues that you mention.
    hoatmanstanford
    Lyricist II
    January 13, 2019
    Been about 3 months for me with this problem. Clearly it's a bug that Sonos staff haven't fixed. Any updates? I've sent diagnostics about 5 times with zero answers.
    Airgetlam
    Airgetlam
    January 13, 2019
    Just curious, how often did you follow up these submissions with an email, or a post as to what they should be looking for in the submission? Have you read:

    https://en.community.sonos.com/troubleshooting-228999/diagnostic-reports-how-do-they-work-6819123
    Bruce
    hoatmanstanford
    Lyricist II
    January 13, 2019
    @airgetlam - every time I submitted diagnostics it was at the request of a support agent (via Twitter). They could see the app crashing and its issues but never figure out the problem or why the bug was not fixed. Apparently, folks who've called into support get the exact same treatment...
    Ken_Griffiths
    Ken_Griffiths
    January 13, 2019
    @airgetlam - every time I submitted diagnostics it was at the request of a support agent (via Twitter). They could see the app crashing and its issues but never figure out the problem or why the bug was not fixed. Apparently, folks who've called into support get the exact same treatment...Have you tried backing up the iphone in iTunes and iCloud and doing a full hardware reset/restore of the device.. I appreciate that can take an hour, or so, but it has to be worth a try.
    Airgetlam
    Airgetlam
    January 14, 2019
    Thanks for the additional information, it wasn't clear from your post that Sonos had the opportunity to look at them. And I'm constantly hopeful that more people who are experiencing this issue will provide that kind of data to Sonos, so that this issue can be resolved. Nothing more frustrating in software development than trying to track down a bug that you have no evidence for to look at. I'll keep my fingers crossed that they can track this down soon.
    Bruce
    BoogieWoogie
    Lyricist III
    February 2, 2019
    I've proved myself right. Sonos recently released version 10 of the software. I updated the app on my Iphone XsMax with the latest IOS, and the freezing issue completely went away. I was able to launch another app on my phone and return to the Sonos app without freezing. Prior to installing version 10, I tested the Sonos app on my phone and the freezing problem remained. I said it many times that the freezing problem had nothing to do with my network, wiring, switch, my phone, etc. but a buggy Sonos app. Nobody believed me and people said it was a user issue or setup issue. In version 10, Sonos did not even provide any explanations on the bug fixes. As long as the problem is fixed, I don't care whether or not Sonos openly acknowledged the freezing issue in the previous version of the app.
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