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gboi
Contributor I
Dec 18, 2018 7:18 PM UTC
Answered

iPhone not connecting to sonos but iPad, iMac and fire table are connecting

Hi

I get this issue on and off every couple of weeks when my iPhone won't connect to my sonos system

My iPad, iMac and fire tablet all work fine

i have removed the sonos app on the iPhone and re installed and still not working. re booted iphone, disconnected the wifi etc after a few days it normally reconnects


any ideas??
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Keith N
Keith NAnswer
Sonos Staff
Dec 28, 2018 2:39 PM UTC
At this point, it might be best to give our support team a call. There is something on the network that is getting between your iPhone and Sonos. I've seen similar cases before, but in those situations, it ended up being the controller (your iPhone in this case) connecting to a similarly named network or an extender that isn't configured properly.

Either way, I believe having a technician get a closer look at your specific network in real-time would be the best (and fastest) way to get this sorted.
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18 replies

Keith N
Keith N
Sonos Staff
Dec 18, 2018 9:24 PM UTC
Hello, gboi. If the problem is only on your iPhone, that tells us that the problem isn't necessarily the Sonos system itself but rather the controller app (on your iPhone) trying to talk to Sonos. That being said, what is the iOS version you are running? When the error occurs, do you get an error message or does the Sonos system simply disappear on the iPhone? Additionally, does the phone lose all internet connectivity or does it only drop Sonos?
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gboiAuthor
Contributor I
Dec 18, 2018 9:30 PM UTC
IOS 12, iPad on same system.

It won’t find existing system at all. No error messages. All other apps and internet work fine
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Keith N
Keith N
Sonos Staff
Dec 18, 2018 9:40 PM UTC
Understood. The tricky part here is that other devices on the same network are not having this same problem. Would you mind submitting a diagnostic report after reproducing the problem? Be sure to reply here with the confirmation number it gives at the end. I'm curious to see if there are any internal errors will show up.

Thanks!
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gboiAuthor
Contributor I
Dec 18, 2018 9:56 PM UTC
It currently won’t give me the option to submit diagnostics report as it can’t find existing sonos system. As soon as it’s online again I will

Thanks
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gboiAuthor
Contributor I
Dec 19, 2018 10:31 PM UTC
So tonight it has finally connected to iPhone

Diagnostics 682610474
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Chris
Chris
Lead Maestro
Dec 19, 2018 10:56 PM UTC
On ios devices it is normally an issue with the router hanging on to 2 different IP addresses for ios device after an ios update.

Easiest way to clear up is to go into phone settings, forget home network, reboot phone and router, add back home wifi to home network. This almost always clears up any lingering networking issues between the iPhone and router.

Its not an actual Sonos issue but Sonos not connecting is a symptom.
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Respect the Queue (2)Move (3)Beam (1) Era100 (2)ARC (1)SonosOne (1)Playbar (4)Play5 (4)Play1 (3)Play3 (1)Port (2)Connect (1) Roam (2) Ace (1)Connect:Amp (4)Sonos Amp (1)Sub + (9) Echo + Smartthings; (2)Play)
    gboiAuthor
    Contributor I
    Dec 19, 2018 11:01 PM UTC
    if it was an ip issue with ios I would expect it to happen to all ios devices. iPad and another iPhone attached fine to the sonos system.

    If I keep rebooting the router to get the sonos system to work this will eventually start reducing my fibre speed as it will think there is a connection issue so would rather not keep having to reboot router unnecessarily.

    I may look to setting up a mesh system and see if the issue continues.
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    gboiAuthor
    Contributor I
    Dec 28, 2018 9:36 AM UTC
    It’s happened again! Diagnostics 1450695835

    Don’t know why this keeps happening
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    Ken_Griffiths
    Ken_Griffiths
    Dec 28, 2018 12:46 PM UTC
    It’s happened again! Diagnostics 1450695835

    Don’t know why this keeps happening
    What router and WiFi system are you using? Are you using any wifi network extenders/repeaters etc?
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    gboiAuthor
    Contributor I
    Dec 28, 2018 2:19 PM UTC
    TalkTalk hub. The newest one. The only extender is a power line but they is only Ethernet connection no WiFi. It’s strange the app works fine on all other devices just not my main iPhone

    Thanks
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