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BrainSel
Trending Lyricist II
June 12, 2020
Answered

Unable to connect with Sonos. Fix it - After upgrading to S2

  • June 12, 2020
  • 69 replies
  • 9195 views

Hi there!

I have reported this as a potential bug, but I wanted to see if anyone else has noticed this.

Ever since upgrading to S2, my iOS controller will not stay connected if the Sonos app is force closed.  To reconnect the app, I have to reset the app and join existing system.

As long as the Sonos app is not forced closed, all is well.  As soon as it’s force closed...issue.  I did not have this issue with S1.  I have performed the troubleshooting steps which lead me to this observation.  It’s been a few days now with no issues since leaving the app open.

Thank you for any insight provided.

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Best answer by BrainSel

Just a quick update - After 24 hours, the Playbar and Sub are still online.  Here are the exact workaround steps I took:

• Launch SONOS S2 App on your controller and verify it’s not connected

• Enter Setup on the Playbar by pressing Volume Up and Play/Pause at the same time > the orange light should start blinking

• Enter Wi-Fi Setup on your controller - For example, on iOS devices this is Settings > Wi-Fi

• Wait for the SONOS Wi-Fi network to appear

• Connect to the SONOS Wi-Fi network and do nothing else, just wait patiently a few minutes for it to time out

• After the timeout, you should be connected back to your home network automatically - if not, connect back to your home network

• Return to the SONOS S2 App and see if it’s connected

 

I don’t know why this works, but it sounds like a bug. I’ll report back any further discoveries.

Hope this helps!!

69 replies

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BrainSelAuthor
Trending Lyricist II
July 30, 2020

Just a quick update - We’re still connected over here. So far so good with the update from Sonos!

How is everyone else doing?

BrainSelAuthor
Trending Lyricist II
July 31, 2020

Well, it disconnected after two days.  The update did not address this issue.

However, I did find easier workaround:

  1. Enter Setup mode on the Beam or Playbar - For the Beam, press and hold the ♾ button until you see the orange LED blinking - For the Playbar, press the ➕ and ⏯ buttons until you see the orange LED blinking.
  2. Open Wi-Fi Settings on your controller and watch for the SONOS Wi-Fi SSID.  If this specific SSID did not appear, repeat Step 1.
  3. Wait until the SONOS Wi-Fi SSID disappears.  You’ll also see the LED on the Sonos Beam or Playbar is now white.
  4. Open the Sonos App and check for connection.

I’m still working closely with Sonos Support.  I’m confident a future update will fix this.

    SinfulMax
    Lyricist III
    August 2, 2020

    Away to try this B gave up last few days as couldn't be bothered unplugged playbar lol

    BrainSelAuthor
    Trending Lyricist II
    August 10, 2020

    Just a quick update - I’ve been working closely with Sonos Support and we made a discovery - The Sub is falling offline and taking the Playbar with it.  We removed the Sub from the room and watched the Sub drop offline after a couple days, but the Playbar remained online and responsive in the App.

    We don’t know what this means yet, so stay tuned.  I still believe an update is going to fix this.

    SinfulMax
    Lyricist III
    August 10, 2020

    I don't know if that means anything. I only have the playbar and it's still going offline....

    Kyle A
    Kyle A
    Retired Sonos Staff
    August 10, 2020

    Hi @SinfulMax, thank you for reaching out and sorry for the late response.

    I would like you to take a diagnostic in the Sonos app; so we can take a closer look.

    Setting > Help & Tips > Submit Diagnostic and post the confirmation number.

    I would like to know the Wifi router model you have and any other network devices like mesh systems, network switches, and the like.

    So I can check for any known issues with your network setup.

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

     

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    Pedro C
    Lyricist III
    August 16, 2020

    Still having lots of issues on my setup.   Please can Sonos review the diagnostics I’ve just sent through number 1957282853. 

    I have Sky Broadband which consistently gives good connection speeds and as mentioned previously I’ve only had issues since upgrading to the S2 controller.   I’ve tried resetting everything to factory setups today and deleting and reinstalling the controller but encountered the same issues very soon after.    

    Kyle A
    Kyle A
    Retired Sonos Staff
    August 16, 2020

    Hi @Pedro C, thank you for getting our attention and for the update.

    I checked the diagnostic, the Sonos speakers are on the S2 firmware as well.

    When I checked the diagnostic, it only shows the controller’s data then I checked the Household it was assigned to.

    The speakers are active and connected to our server.

    I would now like to know your whole network setup.

    I’ll need the model of the router, other network devices like network switches, mesh systems, wireless access points, and the like.

    I’ll also would need to know how they’re connected. This to understand how your network works and check for any known issues.

    The information you give is greatly appreciated.

     

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    Pedro C
    Lyricist III
    August 18, 2020

    Kyle, thanks for the reply

    i have Sky broadband with a SR203 router.   This is effectively a mesh setup as i also have two Sky Q boxes acting as repeaters.   One is the main SkyQ box placed in my lounge and is currently directly wired into my playbase.   The other mini box is in our upstairs bedroom.    For note i still have regular disconnection issues with the Playbase even though it is wired into the repeater.

    The new Sonos One is purely wireless and is located in our kitchen.    This seems to be better playing the radio but is almost unusable with any other app such as Amazon music etc.

    Kyle A
    Kyle A
    Retired Sonos Staff
    August 18, 2020

    Hi @Pedro C, thank you for the update.

    We don’t have an issue with the router and Sky Q mesh.

    Is there another controller able to connect to the Sonos system? if you do, please take a diagnostic with the connected controller in the Sonos App.

    Setting > Help & TIps > Submit Diagnostic and post the confirmation here. So I can check where the Sonos system is connected to.

    I suspect you having two networks running and Sonos is on a different network. However, we need to check with the diagnostic.

    Update us with your findings. 

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