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

Hi Kyle,  I submitted this from the app on my iPhone so by “another controller” i hope that’s what you were referring to?   The first instance was from my iPad.   Diagnostic number 829049724.

Thanks again

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

Yes, another controller means another mobile device with the Sonos App; my appologies for not being specific.

I checked and compare both diagnostic; The two controllers use the same Wifi network because they both have the same IP address range. 192.168.0.*** 

You shouldn't be having a hard time connecting as your Sonos is directly wired to the network.

I see the Playbase wired as well and looking further in our resources for Sky Q, I found that there’s a hidden engineers menu and Sky Q boxes also produce 2.4 GHz & 5 GHz. It could potentially cause wireless interference.

However, I don’t see much wireless interference from the speakers.

Also, there is a recommended setting for the Sky Q Mesh.

However, this is better done with the assistance of our Phone support as they can walk you through the process in real-time. 

Also, you get real-time support if something goes wrong.

One last thing I’ll need to ask, have you tried a full network restart? If not start with the Sky network and once done; reboot the Sonos speakers. 

If you’ve already done this, I would recommend calling our Phone support for the recommended Sky Q settings.

1 800 680 2345 Monday to Friday from 10 am to 9 pm ET.

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

Hello, the problem with stuck iOS controller is still the case and happens randomly from time to time for me and my wife. Just submitted diagnostics after it happened again: 439055157

The only way to reconnect is to reset the application.

Hi @Tomasz K., welcome to the Sonos Community and thank you for providing the diagnostic for us to check. Let me help you and figure out what's happening.

Upon checking, there's a communication problem between your Sonos speakers and your network. Some speakers are on different WiFi Channel which is possibly connected to different access points. To correct this, the next step is to perform a sequential reboot of your network devices, all your Sonos products, and force close mobile controllers to refresh the connection.

A sequential reboot means that we need to do this in order.

• Unplug your network devices (modem, router, any wireless access points on the network) from the power and wait for 60 full seconds before you plug it back in.
• Once the router is back online, unplug all your Sonos devices from the power. Please wait 15 seconds before you plug back them back in.
• Force close the Sonos app from your iOS or Android device.
• When the status light on your Sonos speakers are solid white, get back on the Sonos app and check if you're connected.

If after rebooting your network and Sonos devices, you're still experiencing the same, please submit another diagnostic report and post here the confirmation number. Also, if you can provide us your full network setup including the make and model for each device to further assist you on this.

Let us know how you get on with the advice above. 

So after yesterday’s app release my system is better and i can now at least play the radio on my One.    However, i still cannot utilise Amazon music without interruptions.   

I’ve been looking at a lot of the UK communities and have found that there are a lot of issues with Sonos and the SkyQ mesh setup i have in my house since the S2 controller was released.    The advice from Sky on how to connect has not worked either so until yesterday i had two very expensive paperweights.    

I’ve not decided yet whether to replace Sky broadband or replace my Sonos speakers but there doesn’t seem to be a solution unfortunately at present.    

Hi @Pedro C, thank you for your response and for updating us.

I really appreciate the time and effort you've spent doing all the troubleshooting steps, and it would be best for you to continue working with us over the phone to expedite the process. 

You may reach our Sonos Customer Care support with your full network setup including the make and model for each device to check what's going on and to provide the best option for you.

If you need help with any other information, please be sure to let us know.

We're here to answer any further questions you have.

Hi 

Has this issue been, if not solved, at least systematically addressed by Sonos?...I have this issue multiple times a day, can take seconds to several minutes to get it working, and I have to try any of:

• shutting down the app and re starting
• re-booting my phone
• re-booting one of the devices
• swearing at the damn piece of crap

This only started happening with the S2 app, its extremely frustrating that when all I want do is turn down the volume to take a meeting, and i’m then stuck in a 15 min random, constant re-boot process to get the thing working. I now, if I'm going to be in a meeting, mute the thing 15 mins in advance to make sure its done before the meeting starts...madness!...its not the hardware (playbar, S1’s, S3’s S5) or my wi fi...everything else connected to it works just fine. I’m not going to reboot my router and disrupt everything on the network when its not …the problem is solely and wholly the rubbish that is the S2 app, and I fail to understand why Sonos, despite the TB of issues online about this issue are failing to take it seriously, or even acknowledge it!

Hi @nadraz, thank you for reaching the Sonos community. I appreciate your detailed post describing the issue as well as the steps that you did. Thank you for your feedback and what you're feeling is completely understandable. 

I really appreciate the time and effort you've spent doing all the troubleshooting steps, and it would be best for you to continue working with us over the phone to expedite the process. 

To further assist you with this, I recommend contacting our Sonos Customer Care support with your full network setup. Our phone support has the tools to check what's going on in your system and to remotely access your device to address the issue. 

We're here to answer any further questions you have.

So i have made some progress here at least but have been forced to choose the lesser of two evils.   I have provided my devices with static IP addresses which has resolved the issue with the One and this now works as before.    However, the playbase still has intermittent problems so i tired wiring it in again although this then stopped the One from working again…

Seems as though the One does not like using the SonosNet connectivity but the Playbase on the S2 will not connect consistently on just the wireless connection.   I’ve therefore jettisoned the Playbase and turned it off permanently (i challenge whether this really works with the S2) and am using the TV speakers until i can get a replacement.   Alexa and the One now work perfectly.