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.

Ken_Griffiths

Do you have more than one Sonos account?

What Sonos speakers etc; do you see in your Sonos account(s) online when you login with same credentials that you’re using in the App. I would just note the email address/password carefully, as they are case sensitive.

You can go here to check your list of devices under the ‘System’ tab when you login with same credentials:

https://www.sonos.com/myaccount/

M

mpnagelAuthor

Contributor I

Ken,

As far as I know, I only have one account. When logging in using the same credentials as the app, I see all of my devices listed under Support.

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.

D

DigitMusicJoy

Lyricist I

I have a similar thing going on. Wherever I log in, I lose connection to my devices. Done the steps in here but still not fixed

Airgetlam

So what did Sonos support say when you contacted them?

Bruce

U

Unaligned9665

Contributor I

I’m experiencing the same issue: did you solve it?
Thanks!

J

Jonasmoller

Lyricist I

Same problem here (using android)

With this bug I cannot be logged in and adjust audio settings or anything.

Very frustrating.

Tried my wife's phone (iPhone) and the same exact problem.

Does Sonos support know that we are multiple people sharing this same problem?

Jonas

Airgetlam

Probably not, unless you’ve submitted a diagnostic, and called them. While the Forum moderators read this forum, Support does not.

Bruce

R

R C

Lyricist III

Ah ha. I am not going crazy. I have the exact same problem. Tried on multiple different devices and it is eerily reproducible. I spent a few hours on chat with support *before* identifying that this is the issue (we were going round and round with my wifi setup, etc). It seems that somehow, when not logged in, the status of the system is gleaned from the local network (and works fine) but when logged in, it is gleaned from the account and there, all hell breaks loose. I tried removing ad blockers and what not to no avail (in particular, the sonos system “phones home” which I typically block but even allowing that does not fix this). I will be calling support tomorrow again to see what they have to say and mention that I am not the only one.

For me btw, it’s not always *all devices* that become unavailable. It’s a random combination of them. Sometimes I just see the sub, sometimes the arc and one of the surrounds, etc. It’s very very weird.

R

R C

Lyricist III

Related topic (there is a Sonos person on that one so maybe a bit more viz):

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