Contributor I

App connection issue

Forum|Forum|6 years ago
July 25, 2020
14 replies
694 views

So I own 4 play:1 for a couple of years now and this always happened. I’m trying to figure out if it’s fixable because I’m considering the addition of the Sonos Move to the set-up.

Problem is simple : I get the message that the app cannot connect to the sonos product at any random moment. I get the message when the music is actually playing and let’s say I want to change the song, or just pause it for some reason. I thought it was my phone that was getting old, but then I still get the message after an upgrade to an iPhone 11. However, I do not encounter that issue with my wife’s Samsung Galaxy S10 (is there a known issue with IOS?). That brings me to think that it is not an network/wifi problem.

This problem prevented me to get the Beam and before looking elsewhere for a Sonos Move equivalant, I figured I could ask here.

I’m one of those who actually like the Sonos App and the combination of all my streaming services. Also, I don’t mind the price tag of the Move, but at this price tag, it just needs to work.

Has anyone had this issue ?

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spaquinAuthor

Contributor I

Hi @Airgetlam and @Krishma M ,

As both of you pointed out, I haven’t tried to unplug everything at the same time. I guess we’re looking to “reset” everything here, I will give it a shot and keep you posted on the results.

So if I understand correcly, hardwiring one speaker should fix the issue for the 4 of them @Krishma M ? Though it is not my prefered solution, I could temporarly relocate one speaker next to the router for a while just to see if fixes the issue.

Ken_Griffiths

Hi @Airgetlam and @Krishma M ,

As both of you pointed out, I haven’t tried to unplug everything at the same time. I guess we’re looking to “reset” everything here, I will give it a shot and keep you posted on the results.

So if I understand correcly, hardwiring one speaker should fix the issue for the 4 of them @Krishma M ? Though it is not my prefered solution, I could temporarly relocate one speaker next to the router for a while just to see if fixes the issue.

Don’t put the wired device too close to the router - if you can keep it a few feet away at least, but the further, the better.

Also if you have already now switched off the channel auto-select on your router and set it to either fixed channel 1 or 6 on the 2.4ghz band, then also go into the Sonos App and set the SonosNet channel in ‘Settings/System/Network’ so that it is at least 5 channels away from the chosen router channel.

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Howard May

Lyricist I

I just want to flag that this issue sounds very similar to what I have been experiencing. I hope that this thread resolves the issue so that I can get my own system working properly (5 * Play:1 + 1* Beam).

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spaquinAuthor

Contributor I

Hello @Krishma M ,

I did the step by step reset you explained (unplug modem, unplug speakers, wait, plug back modem, plug back speakers, restart phone) and sent a diagnostic (#440952715). We’ll see if it works and will keep updated.

Thanks @Ken_Griffiths , if it comes to that I’ll make sure to keep a reasonnable distance between the speaker and the modem and look at the channel on my settings.

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