New Sonos App - Anyone else having issues?

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

Can you take a diagnostic from the Sonos app? I would like to check your Sonos system.

Setting > Help & Tips > Submit Diagnostic from the Sonos mobile app or Help tab > Submit Diagnostic in the Sonos desktop app.

Reply with the confirmation and I’ll take a look.

If you would also, tell me your network setup, how everything is connected, the model of the network devices like the router, wifi extenders, mesh system, and the like. 

This is to understand how your network and the Sonos system would behave.

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

I did yesterday 1258510322. I have one modem and two routers. Essentially I have two networks and have had this for a very long time with no problems. The second network is only for upstairs. The first network is where the ikea bought Sonos is connected too. The are netgear devices. Majority of my devices run on Ethernet. I’ve had the speakers for about two months max and they hooked up easily but suddenly dropped off. 

Hi @KBV, thank you for the update.

I checked the diagnostic, the Sonos speakers are generating SonosNet. (only when one Sonos device is wired)

We could try to remove the Wifi credentials from the Sonos app then set them up as wireless again.

Setting > System > Network > Networks - to remove all Wifi credentials.

Setting > System > Network > Wireless setup to re-establish the Wifi credential and while one speaker is connected via Ethernet.

The Sonos should not switch to another Wifi because they don’t have the credentials.

Now make sure the Phone is connected to the right network, turn off the mobile data, and make sure the phone doesn’t auto switch to the upstairs network.

We could also disable the DHCP on the upstairs router and connect it to the first router. 

This is so that we don’t have two competing networks and the upstairs will just project the first router network. I suspect the Phone is auto-switching between networks.

Update us with your findings.

I’ve actually all that except to the exact specificity you laid out. You basically described every step I’ve done and problem solving thought I’ve had. The only thing I’ve never done is completely disconnect my second network. However, the speakers have never run off that and it’s basically an isolated network for my treadmill. My phone doesn’t ever run on it either. I can access the speaker and the app is able to see the network when I plug my iPhone into and Ethernet port. My Mac mini can only see it when running on Ethernet, but not when on wifi. Same goes with the other iPhones in the house.

Also. As a last resort I just set up the app to my second network and again plugged into Ethernet it’s available, but not when on wifi. So I can run them on Ethernet only and they will not come up on any network I set them to. 

I actually tried that is what I meant to type. 
 

Here are some recent findings. I decided to just connect my phone to the speaker using and Ethernet/ thunderbolt adapter I’ve used to test some of my ideas to fix this. Figured I can get some use out of this speaker. Upon connecting my phone instantly picked up both speakers. Even the run running on Ethernet. When I unplug the wire. It takes about 30 seconds to stop playing music, as if it doesn’t realize it’s not connected anymore and should stop playing. Even more interesting, I shut off my cell and WiFi connection and am using the speaker as a internet hub to type this email right now. I didn’t know the speaker would act like a router. 

More information: the Ethernet connection directly to my phone quit working after an hour. It won’t all me to hook up anymore  

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

Yes, SonosNet seems to act akin to a Mesh system. However, only our speakers can use this network to have a better connection to your network.

You shouldn’t be able to connect to it. How did you connect to it? Ethernet cable? 

I see that you’re using the Airplay function of the iPhone; can you connect to the System using the Sonos app and able to play music?

Do you usually use Airplay to play music?

Please get the model of your router so we can also check for any known issue with it.

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

100%.  I don’t have the time to look at all of Sonos support threads.  I bought their expensive products and pretty much expected the user friendliness.  Then, the non specificity of the emails…. so now I’m stuck with this absolute piece of shut speaker and a response time of 48 hours!!!  

** you Sonos.  No one has time for this.  Going to try my jump shot with your ** speaker 
 

*Moderator edit for language

Having spent 4hrs in the phone with Support and resetting every speaker and router numerous times we finally got it work on S2 app.. but less than a day after “cannot find Sonos network” it’s infuriating. All that expense ruined by a poorly thought out App 

we had a new router then lost sonos from wifi, the speakers all still work but can't use Spotify or anything also and oddly we changed the tv and the old tv remote is the only way to turn the volume up an down, the app will not let us get any further than look for the Sonos system then tells us to push the buttons on the play one, which we do but then the lights turns orange and nothing at all works for hours. really stressing us as we have the player, sub and 2 x play 1