Contributor I

Answered

App loses connection to devices when logged in!

44 replies
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I’ve been struggling with the Sonos S2 app. All works fine with the app until I log in. At that point, all of my devices become unavailable. If I log out, close the app and go back in, my devices become available again. Clearly there’s something in my profile that’s completely screwed up. I’ve tried countless times to reconnect the devices, but the app always fails once I log in. It seems like I have to delete my account and recreate it, but that may be extreme (and might mess up my registrations).

Of course, despite my system working fine when I’m not logged into the app, I lose access to all of my services unless I’m logged in.

How do I fix this?

Thanks!

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Ken_GriffithsAnswer

If all the Sonos speakers ‘disappear’ every time you login into the App, and you are sure you do not have another Sonos account, it might be best to first try transferring your system (when all devices are visible in the App) to your known Sonos account credentials. See this link:

https://support.sonos.com/en-us/article/transfer-your-sonos-system-to-a-new-account

If that does not fix things, then try a Sonos App reset in ‘Settings/App Preferences’ - that will log you out the App and reset it.. just slide the reset App off screen.

Next open the App and step through the opening screens and accept T&C’s and local network/bluetooth access etc. When, or if, prompted, let the App connect back to the ‘existing’ Sonos System on your network and sign back into the App and see if that resolves it for you… if not I suspect you may have accidentally created another Sonos account, or there maybe a problem with your existing account and so I would then perhaps contact the Sonos support staff via this link below, to perhaps resolve the matter with them:

https://support.sonos.com/s/contact

Hope the above helps you to get things sorted.

Show previous replies

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Narravic

Trending Lyricist I

RC: Perhaps you can clarify the need to log in at all. You say in your last post that the system is fully functional without logging in but then go on to say you ...” don’t get why I need to login for anything locally”. What is this need to log in?

As far as I can see all I need to log in for is any changes to services which I can do on my Laptop or PC.

Using the system to play music from streaming services that have been set up can be done without logging in. Right? Sound for TV is independent of the App. to that is not an issue.

Appreciate your further comments. Thanks.

N

Narravic

Trending Lyricist I

I found this Youtube video which may help (includes True Play setup for Apple products as well).

It is lengthy but he covers detail that is important. The creation of a Sonos Mesh net seems important for a stable network of Sonos devices. He recommends a Sonos Boost ($149) where you have a lot of devices in various rooms. And he stresses the importance of having at least one Sonos device wired to your router (could make it a Boost).

He does not deal specifically with an App connection problems but covers the set up process in detail. It may provide you with clues to the source of problems.

R

R C

Lyricist III

@Narravic : yes, I do have my arc hardwired which creates a sonos mesh network for the other devices. The connection is highly stable as far as I can tell (no sound drops, etc). To answer your question as to “why I need to log in”, TruePlay is one such reason: you cannot run a TruePlay calibration without being logged in. You also can’t check for updates from the phone. There are basically a bunch of things that you can’t do on the phone without being logged in. It doesn’t impact my day-to-day that much (as you mention, I *can* play movies and music without being logged in) but I feel that for a system that prides itself on its software and for something that costs a pretty penny, it is somewhat frustrating to be only partially functional :).

I am working with Sonos support as we speak though so I am hopeful that something good will come out.

Thanks,
Romain

K

Kpatl

Lyricist II

I am having this issue currently. Hopefully Sonos will fix it. I think this is solely an issue with the app. Hopefully the next update will fix this

N

Narravic

Trending Lyricist I

Kpati,

I have noticed for some time now that while the initial message that the App is not connected continues, if I just wait the App will connect whether logged in or not to my Sonos account. However I have not tested how stable the connection remains.

J

JonF

Lyricist III

I have the same issue. If I log into my account then all the speakers ‘disappear’. Do we have resolution yet?

N

Narravic

Trending Lyricist I

Jon,

The issue seems to have just wasted away. Yours is the first query in a month since I last posted.

I have found that if I just want to check the status of my devices I don’t need to log in to my account. I can also access the radio and other streaming services that have been set up without logging in.

Can you tell me why you need to log into your account?

J

JonF

Lyricist III

I need to log in to be able to pair two speakers.

Ken_Griffiths

I’m not seeing any difference to my devices, whether I’m logged in, or out, of the Sonos App - are all your Sonos devices listed in your online Sonos account, that’s when using the same email/password credentials as stored in the App and are you connected to the correct Sonos Household? If you perhaps have created a duplicate HH within the same account, you might just need to revert to the correct Sonos HH.

If you’re not sure how to go about correcting the HH issue, then I would perhaps speak direct to Sonos Support via this link: https://support.sonos.com/s/contact and kindly ask them to look into the matter from their side.

J

JonF

Lyricist III

I have been in contact with Sonos support. They have advised this is a known issue they are working on to resolve. Logging into ones account can cause this to happen. The actual cause it, it appears, unknown. I have only ever had one account and one set of creds for the account. It has only recently started happening. The only ‘fix’ for now is not to log into the account.

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