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Running S1 can't connecto to IDAGIO sreaming service

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I am a IDAGIO subscriber, trying to access IDAGIO via Sonos S1. On my Android phone, I cannot use the “Add Services” function at all. When I click there, instead of getting the menu of services a get a blank screen with 4 dots in the middle going around in a circle, a waiting icon. Never stops waiting. On my PC, I can get to the service menu. I click IDAGIO and then a button to authorize Sonos to use IDAGIO. Up comes an IDAGIO log-in screen. I type my e-mail and password. Very briefly, it flashes “welcome back to IDAGIO” but then that disappears and goes blank. Frozen on a blank webpage, idadio-sonos. Has anyone experienced this? Any solutions?

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controlavAnswer

Lead Maestro

Can confirm that Idagio authorization in both S1 and S2 apps is broken. Suggest you contact Idagio and get them to investigate. The link/token exchange process is broken near the end.

(USA, PC, Firefox browser, S1 and S2 apps)

Author of the leading independent Sonos apps for Android, MacOS, iOS, Windows and Xbox.

Ken_Griffiths

I have not experienced the issue mentioned, but just to try to assist here, does your android controller device meet the S1 App requirements stated in this Sonos support link:

https://support.sonos.com/en-us/article/sonos-app-requirements

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ProteusAuthor

Trending Lyricist I

Thank you for offering to help. YES, it meets those requirements. In fact, I am already using two other services on Sonos.

Ken_Griffiths

Is there any mobile security perhaps getting in the way of the connection, such as VPN client or Firewall?

Have you tried using a different DNS server in the router settings or have you considered an ‘App Reset’ from ‘Settings/App Preferences’? (If resetting the App, ensure you connect it back to the ‘existing’ Sonos system on the local WiFi network subnet).

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ProteusAuthor

Trending Lyricist I

Thank you very much for your thoughtful advice. It is, however, to technical for me. Can you advise in a more elementary way what I should try?

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ProteusAuthor

Trending Lyricist I

OK, sorry, The App Reset idea was self-explanatory, and I tried it. No success - problem is still there. (Earlier, I uninstalled S1 and installed it again, still same problem) I’m connected to my home Sonos system, but can’t get to the Add Services menu. What I don’t understand is what it would meen to use a different DNS server. Thank you.

Ken_Griffiths

Thank you very much for your thoughtful advice. It is, however, too technical for me. Can you advise in a more elementary way what I should try?

I assume you’re referring to the Sonos App reset - if so, see this Sonos Support link:

https://support.sonos.com/en-us/article/reset-the-sonos-app

Post reset - open the App and accept T&C’s etc; and choose or allow the App to connect back to the existing Sonos system… then try adding the service again. If still no joy, then try a reboot of your local network router and your Sonos speakers.

I would leave switching the routers DNS for now, particularly if you’re not sure how to change that on your router.

Ken_Griffiths

DNS (Domain Name Server) involves converting a hostname (such as www.example.com) into a computer-friendly IP address (such as 192.168.1.1). An IP address is given to each device on the Internet, and that address is necessary to find the appropriate Internet device/service… my thoughts are your speakers maybe having difficulty resolving the Sonos servers to get the IDAGIO service installed, so I was suggesting to try a different DNS in your router settings, rather than using your ISP DNS by default. Here are three servers you could perhaps try…

Google Public DNS Servers which are 8.8.8.8 or 8.8.4.4

Cloudflare Public DNS Server 1.1.1.1

I would also try a reboot of your local router and speakers.

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ProteusAuthor

Trending Lyricist I

Again, I really appreciate your helpfulness here. I don’t have Sonos speakers; rather, I have 2 Sonos Connect devices; each one is connected to an amplifier in a different room; one of them is also linked by ethernet cable to my router. They work fine with the two streaming services I’ve tried so far, namely Amazon and Spotify, and they also play music fine from my hard drive, and they share the signal across the two rooms fine too - all the things I expect Sonos to do. The problem now is (1) the Android can’t connect to the add service menu at all and (2) the PC can get the menu, and brings up IDAGIO, but once I authenticate on the screen that pops up, the screen goes blank and I freeze. As very non-technical person, I’m reluctant to change things on my router - my whole family uses our wifi system at home, and everything is working fine.

That said, if I interpret what you’re saying as applying to Sonos Connect, rather than Sonos speakers, it would suggest that Sonos Connect isn’t resolving the servers. Does this make sense given that it works fine with other streaming services?

Ken_Griffiths

Again, I really appreciate your helpfulness here. I don’t have Sonos speakers; rather, I have 2 Sonos Connect devices; each one is connected to an amplifier in a different room; one of them is also linked by ethernet cable to my router. They work fine with the two streaming services I’ve tried so far, namely Amazon and Spotify, and they also play music fine from my hard drive, and they share the signal across the two rooms fine too - all the things I expect Sonos to do. The problem now is (1) the Android can’t connect to the add service menu at all and (2) the PC can get the menu, and brings up IDAGIO, but once I authenticate on the screen that pops up, the screen goes blank and I freeze. As very non-technical person, I’m reluctant to change things on my router - my whole family uses our wifi system at home, and everything is working fine.

That said, if I interpret what you’re saying as applying to Sonos Connect, rather than Sonos speakers, it would suggest that Sonos Connect isn’t resolving the servers. Does this make sense given that it works fine with other streaming services?

That’s okay, maybe just try a reboot of the router and the two Connects and see if that then fixes it for you. If no joy, it maybe best to submit a Sonos system diagnostic report from within the Sonos App and either note/post it’s reference back here and then contact/chat with Sonos Support Staff via this LINK and see what the Staff can suggest to resolve the matter.

Ken_Griffiths

I will just add that the IDAGIO service is showing as being okay on the Sonos Services Status Page here: https://status.sonos.com

I did check that, but maybe also keep an eye out on its status in case the service changes and shows an outage, but at the moment everything seems to be okay.

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