Avid Contributor I

Setup and settings work on my iPad, but not on my iPhone

Forum|Forum|7 years ago
November 7, 2018
19 replies
3617 views

I recently picked up a Play 5 and a One, and when trying to set up the devices at home via the Sonos App on my iPhone (iPhone 😎, I constantly got the error message "Network problem; Check your internet connection and make sure your speakers are plugged in" despite being on the same network at the devices and having a relatively good signal. For the sake of troubleshooting, I grabbed my iPad (iPad Pro 2017) and was surprised to see that I was not having this issue with the Sonos app on my iPad. I was able to set up both devices normally.

The situation now is that I am able to control both my Sonos devices with the App on my iPad and iPhone, but only the iPad app is able to change some settings, like room settings, or add another device, like the One. If I try to do this with the iPhone app, I again get the error "Network problem; Check your internet connection and make sure your speakers are plugged in". Playback to Sonos from third-party apps like Spotify work well from both devices.

For reference:
Both my iPad and iPhone are on the same network as the Sonos, run the most updated version of both the Sonos app and iOS, and are both managed devices with certificates and profiles installed by my employer. VPN is off. Both devices use the same Apple ID and correct time/date settings. I have tried to reboot the speakers, restart my iPhone and reinstall the Sonos app, just in case - unfortunately to no effect.

Any idea what could be causing only my iPhone to refuse to connect to the speakers when attempting to perform setup actions or change speaker settings?

Thanks! 😃

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Airgetlam

Note that the controller device (your phone and iPad) are talking to the router, and then the data is being passed on to the Sonos. Small distinction, but an important one, I think, in troubleshooting this particular issue.

And yes, I'd certainly make sure that both devices are running 9.2 by looking at "About My Sonos System" on both controllers.

And since we're going down that road, what iOS version do you have on those devices?

Bruce

LironAuthor

Avid Contributor I

And since we're going down that road, what OS version do you have on those devices? Which iPhone is it that you're having issues with?

I am running iOS 12.1 on both devices, the iPhone in question is an iPhone 8.

Airgetlam

Heh. You caught my post before I edited it, having double checked that you'd indeed told us it was an iPhone 8 in your first post. Sometimes it's easy to lose track of the early data.

I'd still recommend John's check to make sure you're running 9.2 on both devices. And a reboot isn't out of the question.

Bruce

J

John B

Any chance the iPhone 12.1 is a beta?

Smilja

Any chance the iPhone 12.1 is a beta?

That's the recently released product version.

»And the world is like an apple whirling silently in space, Like the circles that you find in the windmills of your mind.« (›Windmills Of Your Mind‹ [1967]. Music by Michel Legrand ; English lyrics written by Alan & Marilyn Bergman)

J

John B

Any chance the iPhone 12.1 is a beta?

That's the recently released product version.I was just looking for possible differences in OP's iPad and iPhone, e.g. iPhone not yet updated from beta, iPad is? Pure speculation

Airgetlam

And perhaps at this point, running a diagnostic from both machines, and then calling Sonos might be best. You've certainly stumped me.

Bruce

LironAuthor

Avid Contributor I

Thanks for all the help and tips! The problem is "solved":

Here's the result of my recent troubleshooting, in the following order:

- I have rebooted my iPhone

- Checked that both the Play 5 and One are running software 9.2, so are my iPad and iPhone

- Turned WiFi Assist off, seems to have no effect on the ability of the iPhone to access Sonos system settings

- I have connected the Play 5 to the router via Ethernet and confirmed all devices are WM:0, I still can't access Sonos system Settings with my iPhone

- I have split my network into two SSIDs, one for each band, and then followed https://support.sonos.com/s/article/1061(didn't do this before, I assumed the speakers would just pick up the network from my phone), connected the iPhone to the 2.4Ghz network and BAM, iPhone can now connect to Sonos setup and settings.

I mention above that the problem is "solved", because I am still baffled by the fact that my iPad has no problem accessing Sonos settings over the same 5ghz network, and connecting the system to the router directly also seems to have no effect (although it probably... should have?).

Thanks all for your help and patience. Still a bit of a mystery.

LironAuthor

Avid Contributor I

Hi all, just wanted to follow up on this for those who may have been suffering some a similar issue. The ultimate problem was that my router was simply very bad. I have replaced the aging router with a new, modern one and the problem has fixed itself. I am now able to access my Sonos settings via my iPhone on the 5ghz network without any issues whatsoever.

Thanks to everyone who took the time to troubleshoot this with me.

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