Contributor I

Answered

New Sonos App broke my entire system. It is unstable

Forum|Forum|2 years ago
May 9, 2024
221 replies
13403 views

Dear Sonos,

The new app uploaded itself on apple devices and now my system is completely bricked/useless. I have ZERO components in my system. I have tried to factory reset it, doesn’t work. Tried resetting the app, doesn’t work. Tried to get hold of support to no surprise ZERO chat reps available at 10:30 eastern time, and 50 minute wait for support.

Do you people sit in a room and make up ways to piss your consumers off, because you are AMAZING at it? This entire system is about 24 hours outside of going in the garbage can since i can’t use them anymore.

This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.

Best answer by Weekendhacker

Thank God I came on here! Been trying to sort myself for two hours. My system which was 2 Play 1s, Beam and a sub mini all lovely and linked and a separate speaker are now gone. I did manage to reinstall but couldn’t link the two in one room as a pair, only link one with the other room. Can’t update the app which one minute says needs an update, then says no. Constant loop. Extremely pissed off and now have no system at all. Roll back required Sonos! Really poor

Show previous replies

P

Philip Austin

Lyricist I

CLASS ACTION LAWSUIT TIME .We are Sonos dealers and currently have multiple new systems we have installed , None of them will connect on the new app . We have lost thousand of dollars in labor cost and will have to pull all these systems out , refund money and lose thousands more .

G

GDE

Lyricist I

I’m in the same position. System now unusable. Tried deleting and reloading the app, tried logging in and out, but none of my speakers will connect. I’ve told my partner not to update the app. We have a party on Saturday and don’t want to risk having no sound system beyond a little tiny blue tooth speaker. So frustrating to then receive the email from Sonos today promoting the shiny new app.

Lulu

I am probably going to “attend” even though I am not the kind of person that stops to see a train wreck. I thought for sure that the app’s top managers would have been fired by now.

Same here! Deleted, reloaded the app, screamed. Can’t wait for the party in the new house with the iphone speaker...

I

Igraham

Lyricist II

I can no longer use my Sonos speakers, the new app is stuck in a update loop, the app takes 1-2mins to open (which is annoying enough) and when it does it says update required, then says cannot update, try later - the help says to go into the app but the app is not accessible, as it's try to update..…

I've tried the app on another phone (phone software is older) the app opens a lot quicker and it says the system is up-to-date.

B

Beastfiend1

Lyricist I

Bought Era 300s two weeks ago. Work fine. Bought Era 100 a few days ago. Worst experience of my life. 10 hours+, including over 2 hours waiting to get through to someone on Sonos's technical team across two calls. Not only do they not know how to get Alexa working post-app update, they freely admitted they themselves use the old version of the app! In the end, the lady I spoke to last just apologised and said she hopes they sort it out in the months ahead.

This is the most miserable experience I had ever had with a new tech product. I will not be buying Sonos again.

C

Carmar

Lyricist I

What need to happen so that SONOS can put back the old version of the app in app stores while fixing the embarrassing fiasco of the new app. I feel my money was stolen with almost $2K of useless speakers.

B

Babiiflamingo07

Lyricist I

Has this been fixed for anyone? I assumed when the new app rolled out that it was an issue that they’d recognize and push an update to fix very soon. Over a week later and STILL can’t use thousands of dollars of equipment. This is absolutely ridiculous and unacceptable. Customer service wait time was 75 minutes just now and from these posts it doesn’t seem like they have a fix anyway so I hung up. Class action I agree…

S

sniederb

Lyricist I

It’s tedious, but there is a way to downgrade, at least on Android. Search for “sonos APK” and look for a 16.1 APK (*not* any 80.xxx versions). Then search for “install APK using ADB” and follow the instructions. Finally, don’t forget to disable auto-update!

As I said, it’s tedious, but I now have the old beige app back again, which I never expected to be as fond of as I am right now.

Beware: many APK mirrors like to add malware to an APK, so ideally you have a malware scanner on your phone. You’ve been warned.

I

Igraham

Lyricist II

What need to happen so that SONOS can put back the old version of the app in app stores while fixing the embarrassing fiasco of the new app. I feel my money was stolen with almost $2K of useless speakers.

I totally agree, how can we canvas to get this done ?

Y

YouBrickedMyPhone

Contributor I

The new Sonos app completely freezes my phone (GrapheneOS on Pixel) requiring a hard reboot. This is completely unacceptable.

Y

YouBrickedMyPhone

Contributor I

Chatted w/ support for a bit, here’s a summary:

The new app, a major version change, does not have all features the old app had
1. missing System>Network Library
2. the right-side finger slider in each of the Music Library groupings like Artists, Albums, etc.
It crashes Android phones if old app and new app are managing the same system
No way to downgrade to previous version to wait until all old features are available and it doesn’t crash phones

Horrible SDLC and guaranteed the business side of Sonos pressured the appdev teams to get this release out before it was ready.

Show more replies

Sign up

Login to the community