New App - technical advice from Sonos

Forum|Forum|1 year ago
May 4, 2025
11 replies
279 views

I have had no end of problems since the new app was launched - mainly speakers dropping in and out, disappearing etc. last week I spent 2 hours on the phone to Sonos tech support, the upshot of which, they wanted me to re-configurE my router and sent an email with detailed and quite technical instructions. They told me to ring my ISO provider and they would be able to walk me through what needed to be done. I calleD my ISP provider and after another hour or so on the phone with them, the upshot was they would not help make the changes Sonos were requesting because they provide the router set for optimal performance and any changes would over-ride that and could cause malfunction.
Personally, it seems ridiculous to me that Sonos are requiring their customers to modify their so that there system can work on them - my router is a very common one here in Australia and prior to the new app, there were zero issues with Sonos performance. Feels like a way of Sonos shifting blame for their catastrophic failures.

Interested to know if others have received similar advice from Sonos technical support? And if so, how did you deal with it.

Also, surely there is a class action coming for Sonos for their shameful behaviour and breach of promise. Keen to join it when it does.

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Best answer by AjTrek1

I hope you clicked the link suggested by @buzz. You’ll see that your Play 5 (Gen 1) is only compatible with the old S1 controller. The Beam (Gen 2) is only compatible with the Sonos App (previously S2).

You are essentially running two systems but neither is optimized for whichever controller you are running (S1 or Sonos App). Therefore you have drops and missing speakers. Furthermore, If you have a Bridge or Boost in the mix your problems are even more complicated. They should be removed as they are outdated and known to cause problems.

Here’s an option to run everything on the Sonos App (S2)

Unplug all Sonos
Do not Factory Reset any Sonos product
Place the Play 5 (Gen1) in storage
Place the Bridge and/or Boost module in storage; if you were using either
Remove the Sonos controller (S1 or Sonos App) from your device
Reboot your router and let it come back
Reboot your device and connect to your routers WiFi
Plug-in your Sonos 1 x 1
Wait 3 Minutes after plugging in the last Sonos unit
Download and Install the Sonos App (Not the S1 version)
Select “Join an existing system”
Look for verification check mark that system was found
Sign-in with your credentials
Test your Sonos

If you still want to use your Play 5 (Gen1) click here to learn how to run a Split Sonos system. Be sure to click the additional links found on the page.

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M

MichaeldCAAuthor

Contributor I

Sorry, I think I’ve posted the wrong products in my profile, when I spoke with Sonos they assured me all my products were compatible. Thanks for your help, much appreciated.

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