New Sonos App - Anyone else having issues?

Hi @tsunamiGirl, thank you for the update.

I was just checking if the issues went away after checking the router settings because routers also get firmware updates that have the potential to reset the router settings to default. 

Anyway, I would like to ask a few things.

Is the audio drop happens to all speakers or a few specific speakers?

Does it happen to all music services or a specific one?

Have you tried rebooting the network and the Sonos speakers? waiting for the router to boot up completely then unplug the Sonos speakers for 10 seconds before plugging it back in.

Also, I would like you to take another diagnostic.I would like to check if the Play:5 still has the wireless interference still persist.

@Kyle A The more recent speakers seem to perform the best - well, at least the Move does. The Play1 has been super bad but that’s relatively new. We have an old Play:5 that’s also been experiencing drop outs, disappearing from the app, unable to group with other speakers, etc. 

Yes, I’ve tried rebooting the network and the Sonos speakers as you suggested.  As I think I mentioned in a previous email, streaming from Spotify has been very problematic. Streaming from iHeartRadio was solid (this is assuming that the speakers were appearing in the app). 

Right now, things are working fine. But that’s been the pattern since the update - things work great and then they’re pretty horrible.  I submitted another diagnostic: 1047269784

Hi @tsunamiGirl, thanks for the update.

Upon checking the diagnostic, I see all of them connected to the network.

New software releases tend to have bugs at launch. The more people or the more data we have; the more our engineers can create patches to fix the bugs.

Please monitor the system and reach out if you encounter any more issues. 

If it happens again, you can refer to these articles.

Music service audio stops or skips, Reduce wireless interference, or ask for assistance with a diagnostic number. 

In any case, just reach out.

@Kyle A   I had a 5-device Sonos system working just fine.  Updated all my phone apps today and suddenly I have the S1 app but it tells me that I have to use the S2 app because not all my devices work with S1. Even though every device has been working just fine for a few years now.  I do not have new devices.  I’m basically locked out of using the S1 app to control all of my speakers.  I installed the S2 controller, but it cannot seem to connect to my devices.  Multiple times I’ve tried using the “find missing products”, but the app is too slow and the orange light turns back to white before the “searching for your product” progress bar is done.  I’ve tried moving forward in the process both by clicking “I see an orange light” and by clicking “I don't see an orange light”  If I click “I see an orange light”, the app eventually tells me that the device created a SONOS wifi network that I need to join. But there is no SONOS wifi network. 

submitted diagnostics in S2 app  Confirmation number is 1948762120

in S1 app, I try to submit diagnostics, but three  times I got an error saying that my "diagnostic information could not be sent at this time” . finally got it to work.  conf number is 757542

Hi @gretchenC thank you for reaching out and welcome to the community.

I have checked both of the diagnostics, The Sonos speakers are now in S2 firmware. You can just use the S2 to connect.

However, I see two IP ranges; meaning, there are two routers giving out IP addresses in your network.

I would like to know how your network is set up. 

What is the model of the network devices? 

How they’re connected?  

So we can check for any known issue or make adjustments.

Also, have you tried to reboot the network and Sonos? rebooting the network and letting it boot up first then reboot the Sonos speakers.

@Kyle A thanks for the quick response.  Rebooting my modem, routers and all Sonos devices solved the problem.  Not sure why a simple App/firmware upgrade would need all that stuff to reboot, but it did. 

In case it helps your engineers to understand the root cause for improving future app & firmware upgrades, here is a bit more about my network and routers:  I have a NETGEAR CM700 (32x8) DOCSIS 3.0 Gigabit Cable Modem.  We have two wifi routers due to coverage issues in our home and a desire to provide a separate network for an in-law apartment.  One is a TP-Link AC1200 Gigabit Smart WiFi Router - 5GHz Gigabit Dual Band Wireless Internet Router.  This is the one the Sonos devices are connected to.  The other router is a NETGEAR Nighthawk WiFi Router (R7000P) - AC2300 Wireless Speed.   Until about 3 months ago, The Sonos devices used to be on the netgear network.  (We swapped the routers around after the COVID-related lockdown and increased video streaming exposed some issues with the Netgear router.)  In our current setup, the TP-Link router is connected to the modem via ethernet cable.  The Netgear Router is connected to the TP-link via ethernet cables & in-house wiring.  Hope that helps.  

Thanks again for your assistance.

Hi @gretchenC and @Razza, thank you for the update.

@gretchenC, I’m glad it’s working now since you mentioned two routers, one the previous network(Netgear) and the current one (Tp-Link)

I would suggest removing the Netgear credentials from Sonos, to make sure that Sonos only uses Tp-Link.

Check if you can wirelessly, go to Settings > System > Network >  Networks then remove Netgear.

If you can’t, temporary wire one Sonos speaker to the router then remove the Netgear. 

When moving the Sonos system to a new router, it’s best to remove the old one first before proceeding.

@Razza, have gone through these steps? Settings > System > System Tools > System Compatibility Check.

If not, I would like you to download the S1 and reconnect and take a diagnostic if you’re able to connect with S1.

Go through the steps and the app will prompt you if the system is ready to move, or some of the products are not compatible.

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

Hi,

My problem is now resolved thanks to your helpdesk people giving me instructions around deleting the new app (S2), re-downloading the original app (S1), re-setting my wireless connection using S1 and, once a reliable connection was made with the home network, downloading S2 again.

So far so good and I’m thankful for the all the assistance I got from you guys. I still think that all those issues shouldn’t have occured when I initially downloaded the new version of the app, but hey - it’s solved now so thank you.

Razza

Hi @Razza, thanks for the update.

I’m glad it’s working now If you have other concerns, feel free to reach out.

Hi @Kyle A I'm having the same issue, since updating my software, we can't get connected. Please help!