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Dcgman#1
Headliner I
Dec 23, 2020 3:11 PM UTC

Sonos App issue on iPhone

I have the Sonos app on my iPhone & iPad Pro. Last night when I went to use my App on my iPhone I get a blank screen on all screens. And on top it say Unable to connect to Sonos: Learn more. But I am still able to use the Sonos App on my iPad to control my music. Both are on the same wifi network. I can check in Settings > About My System and all my Sonos looks to be reading fine. The WM is 0 except for Move > 1. I have sent a diagnostic check. And I wanted to ask here before I try the several steps in the app for troubleshooting.So why is the app working fine on my iPad and not working on my iPhone?

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16 replies

ClausN
Dec 23, 2020 3:23 PM UTC

Try turning off wifi assist on the iphone 

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Dcgman#1Author
Headliner I
Dec 23, 2020 4:09 PM UTC

Try turning off wifi assist on the iphone 

It was already off. Still nothing. 

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Dcgman#1Author
Headliner I
Dec 23, 2020 4:12 PM UTC

Try turning off wifi assist on the iphone 

It was already off. Still nothing. 

I should of added to the OG post that I am using SonosNet, but recently have wired some of my 4 Sonos Play 1 speakers. Still in the process of wiring the the rest of my Sonos. But all is on Boost SonosNet. Not router wifi.

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Ken_Griffiths
Ken_Griffiths
Dec 23, 2020 4:23 PM UTC

Try turning off wifi assist on the iphone 

It was already off. Still nothing. 

I should of added to the OG post that I am using SonosNet, but recently have wired some of my 4 Sonos Play 1 speakers. Still in the process of wiring the the rest of my Sonos. But all is on Boost SonosNet. Not router wifi.

Did you try fully closing the Sonos App (slide off screen) and then simply rebooting your iPhone and perhaps ensure any security software is switched off temporarily (if installed)?

 

There is a new feature in iOS 14.2 (and higher) called ‘Private Address’ in the WiFi connection property settings, so you could try switching that off too, as it is (supposedly) causing an issue with some routers, but I would have thought that might have applied to your iPad Pro too, but it might be worth toggling off that feature, just to see if it resolves the issue.

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Dcgman#1Author
Headliner I
Dec 23, 2020 4:40 PM UTC

Try turning off wifi assist on the iphone 

It was already off. Still nothing. 

I should of added to the OG post that I am using SonosNet, but recently have wired some of my 4 Sonos Play 1 speakers. Still in the process of wiring the the rest of my Sonos. But all is on Boost SonosNet. Not router wifi.

Did you try fully closing the Sonos App (slide off screen) and then simply rebooting your iPhone and perhaps ensure any security software is switched off temporarily (if installed)?

 

There is a new feature in iOS 14.2 (and higher) called ‘Private Address’ in the WiFi connection property settings, so you could try switching that off too, as it is (supposedly) causing an issue with some routers, but I would have thought that might have applied to your iPad Pro too, but it might be worth toggling off that feature, just to see if it resolves the issue.

I closed the Sonos app and everything else and rebooted iPhone. Also turned the Private Address off with no results. Still no control with iPhone, but iPad is fine. 

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Dcgman#1Author
Headliner I
Dec 23, 2020 4:42 PM UTC

Try turning off wifi assist on the iphone 

It was already off. Still nothing. 

I should of added to the OG post that I am using SonosNet, but recently have wired some of my 4 Sonos Play 1 speakers. Still in the process of wiring the the rest of my Sonos. But all is on Boost SonosNet. Not router wifi.

Did you try fully closing the Sonos App (slide off screen) and then simply rebooting your iPhone and perhaps ensure any security software is switched off temporarily (if installed)?

 

There is a new feature in iOS 14.2 (and higher) called ‘Private Address’ in the WiFi connection property settings, so you could try switching that off too, as it is (supposedly) causing an issue with some routers, but I would have thought that might have applied to your iPad Pro too, but it might be worth toggling off that feature, just to see if it resolves the issue.

I closed the Sonos app and everything else and rebooted iPhone. Also turned the Private Address off with no results. Still no control with iPhone, but iPad is fine. 

Not so fast. When I switched the Private Address back to “on” I rechecked iPhone and looks like everything is back to normal. So far. Weird.

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    Ken_Griffiths
    Ken_Griffiths
    Dec 23, 2020 5:13 PM UTC

    Not so fast. When I switched the Private Address back to “on” I rechecked iPhone and looks like everything is back to normal. So far. Weird.

    There have been some issues reported online about the new ‘Private Address’ feature being problematic with some routers - so it could be that new feature may have ‘glitched’. I would just see how it goes, now that you appear to have things working. I suspect though it’s an Apple issue, rather than a Sonos one.

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    Dcgman#1Author
    Headliner I
    Dec 23, 2020 5:38 PM UTC

    Not so fast. When I switched the Private Address back to “on” I rechecked iPhone and looks like everything is back to normal. So far. Weird.

    There have been some issues reported online about the new ‘Private Address’ feature being problematic with some routers - so it could be that new feature may have ‘glitched’. I would just see how it goes, now that you appear to have things working. I suspect though it’s an Apple issue, rather than a Sonos one.

    Yes I thought it was an Apple or Apple related issue too. Especially when my iPad and computer were fine. I would never of found the problem without your help. Deeply appreciated and thank you. 

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      Dcgman#1Author
      Headliner I
      Dec 24, 2020 10:06 PM UTC

      Apologies for coming back to this again, but I guess the fix was a temporary fix. I’m back to nothing on my Sonos App again. I tried the “Private Address” switch again. But nothing happened this time. So anymore guesses? 

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      Ken_Griffiths
      Ken_Griffiths
      Dec 24, 2020 11:03 PM UTC

      Apologies for coming back to this again, but I guess the fix was a temporary fix. I’m back to nothing on my Sonos App again. I tried the “Private Address” switch again. But nothing happened this time. So anymore guesses? 

      What wireless network system are you using, is it a mesh system or central router? - do you have any other WiFi access points in addition to the primary router?

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