iphone 14 wont connect

Hi @theshacks82 

Welcome to the Sonos Community!

I can see that your iPhone 14 is connecting to the same Access Point as your other phone, and that it shares the same subnet as your Sonos system and your other phone.

I think, therefore, that the likely answer is that some software that is installed on your iPhone 14 but not on your other phone is interfering with the connection, or an iPhone setting is.

• There have been reports recently that Microsoft Defender is causing some issues with Sonos - if you have this installed, please disable it and try connecting to Sonos once more.
• If your iPhone 14 uses the Private Address function when connecting to your network, please disable it. https://support.apple.com/en-gb/HT211227
• Please also ensure Sonos on your iPhone 14 has permissions to operate on the local network:

1. Navigate to Settings > Sonos.

2. Toggle Local Network On 

If none of this works, I recommend you get in touch with our technical support team who have tools at their disposal that will allow them to give you advice specific to your Sonos system and what it reports.

I hope this helps.

Thanks so much for your reply I’ve tried all of these things before but no luck and I don’t have any defender or other specific security apps.

I’ve already spoken to tech support and was hung up on after about an hour of frustration. I suppose I will eventually have to call back when I have time to turn my router on and off 5 times.

“Insanity is doing the same thing over and over and expecting different results..”

Hi @theshacks82 

If there’s no software or settings getting in the way, there could be a network issue - a duplicated IP address, for example. A router reboot may indeed help, though I’d only ask you to do it once. If that helps, however, I would then recommend that you reserve IP addresses for your devices in your router’s settings to minimise the probability that it might erroneously assign the same IP to multiple devices in the future, which should prevent this from happening again.

I also recommend trying a reboot of your phone - I know many people let their phones go a long time without a reboot, including myself.

But the point I’m trying to make is that your Sonos system clearly works correctly from another phone, therefore the issue must lie either with the problematic phone, the software on it, or with how it’s being treated by the router.

We take reports of unsatisfactory customer service very seriously, but I cannot find a recent or related case on your account - could you please send me your case number in a private message (you’ll find a button to do so under my name here to the left). Thanks. 

I hope this helps.

i agree this seem to be a very odd issue. SOMETMES, not always, the iPhone will find the SONOS system and just not add it? it doesn’t make any sense to me either that it works on all other devices and not this one. Router tables look fine no duplicate addresses.. in fact i sorta used this as convoluted logic to justify me buying a new wifi6 mesh router 😏 so this has happened using two separate routers and i also changed my SSID.  

Odd you have no record of support. i actually had 2 instances that ive called in - one about this and another trying to get Split systems to work as well.

As i said i will call back when i have time. thanks again for taking time out to address this question.

Hi @theshacks82 

If you have a router and a separate mesh system, you’ll need to make sure that only one of these is operating as a router, otherwise you could certainly see problems like this. One of the devices (usually the mesh) needs to be put into Bridge/Access Point mode to disable DHCP functions. You do not want two DHCP servers on your network. Some routers can extend themselves into a mesh with additional Access Points - you would not need to take this step with one of these.

I can see a case from January regarding splitting your S1 and S2 systems, and another case from February regarding Music Library issues, but nothing concerning being unable to connect to Sonos from a particular device, or indeed anything else in the last few months - which is why I was asking, as every phone call to us should be assigned to an existing case or a new case. If you received an email afterwards (and you should have), it will contain the case number.

Of course - take your time. And, you are very welcome.

Obv I only have one acting as router/DHCP. I’m pretty sure my whole network would be jacked up otherwise. Really I have so many devices working flawlessly. Gotta be something with this iPhone I just can’t pin it down. The s1 split side is also not showing up again.. 

Hi @theshacks82 

Oh how I wish it was obvious! 😁

Yes indeed. But you’d be surprised by how many people wouldn’t even notice if it weren’t for their Sonos systems! Most devices just want internet access, which Dual DHCP doesn’t get in the way of.

It seems most likely. Is it a privately-bought iPhone, or was it supplied by your work? If the latter, there may be additional restrictions placed on it, which you would not be able to remove without the assistance of your work's IT department.

I’m not sure what you mean by this. You can’t connect to your S1 system either? On the same iPhone?

yes this is a privately owned iphone (my wifes actually) and very vanilla. nothing special. even my phone has vpn capabilities and i have no issues connecting

As fo the S1 system, it was working for a while on my phone and my PC app but one day that just became disconnected. might have something to do with the SSID/Router/Mesh changes but the S2 system continues to work fine for me.

. 

Hi @theshacks82 

If you have not taken steps to ensure there is not Dual DHCP, I would assume that you do have it until you’ve made sure otherwise. Being unable to connect to your S1 system is certainly indicative of some kind of underlying network configuration issue.

Although the phone call can occasionally drop, I recommend you get back in touch with our technical support team, as I can really only guess as to what is going wrong.

I’m certain there are no other devices issuing IP addresses. I will attempt another tech support call as soon as I can figure out a good time to be able to hacer down the as we have some remote working that can’t be disrupted by router reboots thanks.