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anlopez
Contributor I
May 10, 2023 12:01 AM UTC
Answered

Can't log in to Sonos account on S2 app

Hi, I’ve been unable for the last few days to login to my Sonos account in the Sonos 2 app. I receive an error that says “Let’s try that again Something went wrong. Make sure your mobile device is connected to the internet and try again.”

I receive the same error when trying to do anything that would seem to require an internet connection: Connecting to music services, TruePlay, Network setting, etc. 

I’ve tried every troubleshooting tip I could find: restarting the app, deleting and reinstalling the app, rebooting my router, disconnecting things that may be causing interference.” And, yes, I’m definitely connected to the internet on my phone. 

I’m at a loss so any help is appreciated. Thanks!

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Airgetlam
AirgetlamAnswer
May 10, 2023 1:30 AM UTC

Any chance you’re running a VPN, doing some port blocking, or a virus /Trojan protection app? Some ‘work profiles’ when installed on a phone can also be trouble…

Bruce
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18 replies

Airgetlam
AirgetlamAnswer
May 10, 2023 1:30 AM UTC

Any chance you’re running a VPN, doing some port blocking, or a virus /Trojan protection app? Some ‘work profiles’ when installed on a phone can also be trouble…

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Bruce
    Airgetlam
    Airgetlam
    May 10, 2023 1:30 AM UTC

    Or, for that matter, a mesh network of some kind?

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    Bruce
    anlopezAuthor
    Contributor I
    May 10, 2023 1:43 AM UTC

    Any chance you’re running a VPN, doing some port blocking, or a virus /Trojan protection app? Some ‘work profiles’ when installed on a phone can also be trouble…

    Yes, my company had installed MS Defender for Endpoint on my device with VPN enabled. I disconnected and that resolved my issue. Thank you!

    But I’m going to be forced to turn Defender back on. Will I be OK now that I’ve successfully signed into my Sonos account and connected to a music service? Or might it block access in the future?

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      Airgetlam
      Airgetlam
      May 10, 2023 3:31 AM UTC

      You may need to turn it ‘off’ on occasion. It may just be blocking access to Sonos’ update servers, or it may be blocking access to other things, too…only you, and your IT department could say. 

      VPNs are designed to block external devices connecting….like your Sonos Speakers to the controller. You may need a separate, ‘personal’ device that doesn’t have Defender on it to use to control your Sonos. 

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      Bruce
        controlav
        controlav
        Lead Maestro
        May 10, 2023 12:40 PM UTC

        The loopback VPN in Defender is not compatible with Sonos. It interferes with login and music services in the Sonos app.

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        Author of the leading independent Sonos apps for Android, MacOS, iOS, Windows and Xbox.
          D S
          Lyricist I
          Oct 3, 2023 5:44 PM UTC

          Hi, I’m having the same issue but not running a VPN and have not changed my network in any way. Any ideas to help?  
           

          im trying to connect via the S2 app on iPhone but it gets stuck at the recognising my email address “something went wrong”. I can login and connect on the S1 app and also on my online account so no issue with my login. 

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            D S
            Lyricist I
            Oct 3, 2023 6:02 PM UTC

            the two pages screen grabbed below >>>»
             

            Moderator Note: Removed personal email. Modified in accordance with the Community Code of Conduct.

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            michlk
            Contributor I
            Oct 31, 2023 3:57 PM UTC

            I have the same problem when using Sonos on an Iphone 15 with iOS 17. It just started happening 10/28. Can’t find the system. . Nothing works.  Interestingly,  two iPads and my wife’s iphone with iOS 16 find the sonos system fine.   No VPN on my iphone.   Is there an issue with iOS 17? 

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            Airgetlam
            Airgetlam
            Oct 31, 2023 4:12 PM UTC

            I’m running 17.1 on an iPhone 13, and two iPads, none of them have any difficulty logging in to Sonos. Any chance there is a ‘work profile’ of some type on your iPhone? Have you called Sonos Support directly to discuss it?

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            Bruce
            michlk
            Contributor I
            Oct 31, 2023 4:27 PM UTC

            No  . I’m not running a work profile.  I worked with Support using Chat a couple days ago. They couldn’t resolve it. They suggested that I call during business hours.  Haven’t had chance to do that yet

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