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Holgarsson
Contributor I
May 6, 2023
Answered

App login

Ref 1717212292

I can’t log into the sonos app, and I can’t search in the Spotify account on Sonos. Have an iPhone

Have reset the app, re-installed the app, no luck

If I use my wife’s iPhone, it works fine…

Anyone have any suggestions-tips?

regards

Kari

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controlav
controlavAnswer
Lead Maestro
May 10, 2023

Sounds like the iPhone is running MS Defender, which makes it incompatible with the Sonos app.

Author of the leading independent Sonos apps for Android, MacOS, iOS, Windows and Xbox.
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12 replies

Sotiris C.
Sotiris C.
Sonos Staff
May 9, 2023

Hello @Holgarsson, welcome to Sonos Community!

Thank you for providing diagnostics. I could see some errors regarding your Sonos Boost (along with other network interference messages) but that would not explain how your wife has no issues with her iPhone while you do.

Please have a look at the Sonos app requirements, to make sure your phone meets them. Also if not done already, restart your phone.

I would recommend reaching out to our Sonos Support, bringing the diagnostics number you’ve shared here, as they have more tools at their disposal and can provide you with information specific to your system.

I hope this helps.

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    HolgarssonAuthor
    Contributor I
    May 9, 2023

    Hi @Sotiris C. 

    Thanks for the suggestions. My phone meets the app requirements. I have iPhone 13 iOS 16.4.1, where my wife has iOS 16.1.1. That is the only difference I can find

    Sonos is working fine even though there might be some issues with the Boost…

     Perhaps Sonos support can solve this issue.

    thanks

    Kari

    controlav
    controlavAnswer
    Lead Maestro
    May 10, 2023

    Sounds like the iPhone is running MS Defender, which makes it incompatible with the Sonos app.

    Author of the leading independent Sonos apps for Android, MacOS, iOS, Windows and Xbox.
      HolgarssonAuthor
      Contributor I
      May 10, 2023

      @controlav very good observation. Removed Defender… works perfectly 

      Must be something new, I have had Defender and Sonos working at the same time until recently.

      Is there any upcoming solution to this? Having Defender and Sonos to work together? Defender is required for my work…

      Regards

      Kari

      Airgetlam
      Airgetlam
      May 10, 2023

      Must have been a change to MS Defender, there is at least one other thread around here. I’d assume they updated their ‘definitions’ and didn’t exempt Sonos. 

      I’d suggest complaining to your IT folks about the change, they should be nudging MS Defender. 

      Bruce
      Airgetlam
      Airgetlam
      May 10, 2023

      For instance….

       

      Bruce
      controlav
      controlav
      Lead Maestro
      May 10, 2023

      @controlav very good observation. Removed Defender… works perfectly 

      Must be something new, I have had Defender and Sonos working at the same time until recently.

      Is there any upcoming solution to this? Having Defender and Sonos to work together? Defender is required for my work…

      Regards

      Kari

      Suggest reporting it from within the Defender app. The more people report it, the greater the chance of it getting fixed.

      Author of the leading independent Sonos apps for Android, MacOS, iOS, Windows and Xbox.
        ericng
        Lyricist I
        May 14, 2023

        as a temporarily workaround you can disable WEB protection in MS Defender, then Sonos app will work again. I will submit a ticket on monday to MS because it was working 2/3 days ago.

          Sonotworking
          Lyricist I
          May 29, 2023

          I have the same issue since my company forced me to use MS Defender on my mobile last week I am not able to Browse Spotify Music or BBC Sounds or any other music service from my Sonos app on my mobile. It is still possible via my iPad and other mobile phone. It’s really annoying! Would be great if someone has a work around. 

          Airgetlam
          Airgetlam
          May 29, 2023

          Have you contacted the Defender folks?

          Bruce
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