Skip to main content
Razza
Contributor I
June 19, 2020

New Sonos App - Anyone else having issues?

  • June 19, 2020
  • 55 replies
  • 18106 views

Just downloaded the new app (June 2020) as requested by Sonos. Despite their email stating: “Just download the new app to your phone or tablet and delete the old one. All your services, favourites, and settings will be saved” I can’t even get the app to find and connect to my Sonos Beam. Anyone else having this issue?

    This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.

    55 replies

    Show previous replies
    Dan C.
    Lyricist II
    June 28, 2020

    @Kyle A completed steps and submitted diagnostics as instructed. 

    Kyle A
    Kyle A
    Retired Sonos Staff
    June 28, 2020

    Hi @tsunamiGirl and @Dan C., thanks for the update.

    @tsunamiGirl, please get a diagnostic of your system so we can take a look.

    Here’s how: Settings > Help & Tips > Submit Diagnostic.

    @Dan C., can you please provide the diagnostic number. So we can check on our end.

    Note: I forgot to mention to reply with the confirmation number, my bad.

     

    Help others find useful content by clicking the like button and selecting the best answer to your question
    tsunamiGirl
    Lyricist III
    June 28, 2020

    @Kyle A I am trying. Using the iPhone App or my Mac Desktop app - trying to submit diagnostics just hangs for a while, After a few minutes, I get an error message saying “Your diagnostic information could be sent at this time. Click ‘Try again’ to try sending the information again or click ‘Done’ and try again later.  Fun times. 

     

    While typing this I tried for the third time and it went through: Confirmation number: 205061094

    Dan C.
    Lyricist II
    June 28, 2020

    @Kyle A Before Diag. #725331615 and After Diag. # 299504724. Thanks!

    GavinHockley
    Lyricist I
    June 29, 2020

    Hi @Razza @Mike Ed @GavinHockley, sorry for the late response, thank you for reaching out and welcome to the community.

     

    @Razza and @Mike Ed, I would like both of you to download the Sonos S1 app and try to reconnect to the Sonos system.

    Once connected, take a diagnostic and reply with the confirmation number in this thread. So, I can take a closer look at the Sonos system.

    If you’re unable to connect, private message me the email address; both of you used to register the Sonos products with and I’ll take a look.

     

    @GavinHockley, I would like to know if there’s already a Sonos system set up prior to the Sonos Arc.

    I would also like to know what color of the led light the Sonos arc has currently and your router’s model as well.

    If we have an existing Sonos system prior to the Arc, I would also want you to take a diagnostic of your Sonos system.

     

    Here’s how to take a diagnostic: Settings > Help & Tips > Submit Diagnostic.

    If you have other concerns, feel free to reach out.

     

     @Kyle A For the record I have 2 surround set ups (Play Bar, Sub and 2 Play1’s) plus 2 Play 1’s and a Move, all in separate rooms. The Arc just had a consistent, flashing white light and never anything else. My router is a UK Sky Q. I did send diagnostics when I submitted a replacement request.

     

    Since then I have managed to contact Sonos support on the phone, they went through an attempted factory restore and have now already confirmed a faulty Arc and replaced it. Despite my initial frustration at the phone lines being down I now cannot fault the customer service of Sonos in replacing my faulty item within 7 days. And the replacement works just fine. 

    Kyle A
    Kyle A
    Retired Sonos Staff
    June 29, 2020

    Hi @GavinHockley, thank you for the update.

    If you have other concerns, feel free to reach out.

     

    Help others find useful content by clicking the like button and selecting the best answer to your question
      Kyle A
      Kyle A
      Retired Sonos Staff
      June 29, 2020

      Hi @tsunamiGirl and @Dan C., thank you for the update.

      @tsunamiGirl, I checked your diagnostic. You’re using an Asus router, we have a known issue with RT series Asus routers.

      Kindly check the model of your router. If you have an Asus RT series router. You can refer to this article. Asus RT Series compatibility.

      If not, reply with the model of your router. So I can check for any known issue.

      @Dan C., are you connected back to the system?  

      The setup you have right now after unplugging the Play:3 is that the Sonos speakers named Loft are connected to each other with an Ethernet cable. correct me if I’m wrong.

      The Sonos Connect named Danny is connected with an Ethernet to the network.  It’s acting as a hub for the others to connect through SonosNet.

      SonosNet is established whenever a Sonos component or Speaker is connected to the network via an Ethernet connection.

      It will be worth checking the Sonos Connect named Danny. 

      Can you also get your router’s model?  So, I can check for any known issues.

       

      You can also refer to this article whenever you’re getting disconnected. Unable to connect to Sonos.

      Note: The player you wired into the router is actually a Play:3, not a Play:1.

      If you have other concerns, feel free to reach out.

       

      Help others find useful content by clicking the like button and selecting the best answer to your question
      tsunamiGirl
      Lyricist III
      June 29, 2020

      @Kyle A Yes, I’m using an Asus RT-AC86U router and have been for over a year. Never had an issue before and I haven’t changed any of the router settings probably since I installed it.  These issues have surfaced just recently after moving from the legacy Sonos app to the S1.  Anyway, Airtime Fairness is already turned off (as mentioned as the solution in the doc you referenced) so that other hardware in the house (specifically Big Ass fans) work correctly.

      Kyle A
      Kyle A
      Retired Sonos Staff
      July 3, 2020

      Hi @tsunamiGirl, thank you for the update and sorry for the late response.

      I would like to confirm after doing the suggestion, are you still having issues connecting?

      We have a known issue with the RT-series router from Asus, even before S2.

      Troubleshooting other sources of interference first, so that we have a definitive bug report for the S2 app. 

      If you have other concerns, feel free to reach out.

      Help others find useful content by clicking the like button and selecting the best answer to your question
      tsunamiGirl
      Lyricist III
      July 3, 2020

      @Kyle A Not sure I understand. As I mentioned above, the router is already set up as detailed in the link you sent. It has been set that way since I’ve owned it (two years or so). The Sonos system has been fine until the latest update. So it’s still sucking. Really disappointing. 

      Show more replies
      Terms & ConditionsAccessibility statement