9.0 Version App Keeps Freezing

Hi folks,

Due to the nature of this issue it would be best to have our phone team take a look as they have more tools at their disposal and can troubleshoot this live. Please give us a call, our phone number and hours can be found here.

My problem isn't on a phone, it's on an iPad. I'm finding the Sonos system at the moment is not fit for purpose as you've done away with my CR100 and left me with an iPad app that is not reliable and prone to starting zones playing without my knowledge. I tried the Android app on my Samsung phone but that just drained the battery so I uninstalled it.

I'm not aware of any issue affecting all iPad controllers, mine works fine, for example. Either way, our phone team should be able to help.

Mine used to work fine until some time this year and then the iPad app became worse to use requiring more presses to do simple things and now it’s unreliable and could be dangerous if I don’t know a zone player has been playing constantly for days without me knowing. Not only is it using electricity over all those days it’s also potentially making the ZP90 very hot.

I’m coming to the conclusion I don’t want to use this system any more.

Same issue with 9.0. App freezes when phone sleeps, after switching to a different app then back to Sonos, and while doing something in the app itself without switching or sleeping. Submitted diagnostics: Your confirmation number is: 915440005.
Using iPhone 8 with 209GB available memory.

Same issue with 9.0. App freezes when phone sleeps, after switching to a different app then back to Sonos, and while doing something in the app itself without switching or sleeping. Submitted diagnostics: Your confirmation number is: 915440005.
Using iPhone 8 with 209GB available memory.

Thanks for sending in the report. I don't see why the app is freezing, but it does look like your phone is connecting to a different wireless network than your Sonos units. Do you have it set to connect to multiple networks? It's possible that the app is freezing when the phone switches networks.

It's happened again on mine. Same as above. Let iPad go into sleep mode and then wake up and the Sonos app has lost track of what is playing. Whilst I was searching through the menus for the submit diagnostic option it came up with the splash screen over the top of the app as if it was reloading it and then it did know that the lounge was playing and allowed me to stop play there.

Diagnostic code is 1524332199

It's happened again on mine. Same as above. Let iPad go into sleep mode and then wake up and the Sonos app has lost track of what is playing. Whilst I was searching through the menus for the submit diagnostic option it came up with the splash screen over the top of the app as if it was reloading it and then it did know that the lounge was playing and allowed me to stop play there.

Diagnostic code is 1524332199

Thanks for the report. It's not clear why this is happening from the report. Please reach out to our phone team who can take a look at this live. Our phone number and hours are found here.

It's happened again on mine. Same as above. Let iPad go into sleep mode and then wake up and the Sonos app has lost track of what is playing. Whilst I was searching through the menus for the submit diagnostic option it came up with the splash screen over the top of the app as if it was reloading it and then it did know that the lounge was playing and allowed me to stop play there.

Diagnostic code is 1524332199

Thanks for the report. It's not clear why this is happening from the report. Please reach out to our phone team who can take a look at this live. Our phone number and hours are found here.

Those phone hours mean that I've not been able to do so yet because of work commitments!

Edit - I'm lucky that I don't work 5 days a week now but I've no idea how you would expect someone who has a full time job to be able to phone up to have a live session with your phone support team when they are only available during normal work hours.

The phone is not switching networks. I have both 2.4GHz and 5GHz from the same router. I have tried using the Sonos app on both and the same this happens. Nothing has changed with my network setup. I have had Sonos devices for years and have never had this issue, not until update 9.0.

I had along session on the phone with Sonos support today but I don’t have any kind of solution as yet. Interestingly though, whilst I was trying things out during the support call, the Sonos app appeared to crash. It just disappeared from the screen completely and I had to bring it back up again. It has since done it again tonight, so I sent another diagnostic into them.