Enthusiast II

Answered

Sign-in once a day in the new app... what is going on?

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Approximately once a day, the app prompts me to sign in.
With the old apps/controllers, I stayed signed in for 15 years... Am I missing something?

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Corry PAnswer

Sonos Staff

Hi all

My apologies - this issue flew under my radar for a while.

This issue has been resolved in previous software updates. However, if you are still experiencing this log-in loop, then you will need to follow these steps to resolve it:

Reset the Sonos app (all copies) - User icon » App Preferences » Reset App » Reset
Uninstall the Sonos app (all copies)
Reinstall the Sonos app

And, if the above does not help:

Reset the Sonos app (all copies) - User icon » App Preferences » Reset App » Reset
Uninstall the Sonos app (all copies)
Factory Reset all Sonos devices
Reinstall the Sonos app
Set up Sonos system from scratch (Create a New System). Your existing Sonos account can be used.

Please note that resetting all Sonos devices will result in all Sonos Favourites, Sonos Playlists, music services and settings being permanently lost (music service accounts will not be affected, of course).

I hope this helps.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

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D

Donatas

Contributor II

Okay so i did reset on the app as ot said trough settings now seems everything works fine no need to log in

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M

MandyMoore

Lyricist I

I am having the same problem: I am being prompted to sign in EVERY day. This has never previously happened in all my years of Sonos usage. I tried resetting the app as suggested by Corry P, but this has not resolved the problem.

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Airgetlam

Then I would recommend that you submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it.

There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.

When you speak directly to the Support staff, they have tools at their disposal that will allow them to give you advice specific to your network and Sonos system.

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Bruce

J

John B

Some of this post is speculative, so take it or leave it. It is intended to help find a resolution.

1. I suspect that this problem is affecting a very very tiny percentage of users. I have seen what a problem affecting a very small subset of users looks like on this forum. There are hundreds of posts.

2. But for those affected it's a 100% problem and very frustrating.

3. Sonos should ask for a sign-in when it isn't sure it can trust the user. This should only happen if the device has never been̈ signed in before, or not for a long time Or if the app has been reset, or deleted and reinstalled.

4, So I suspect that there is some sort of faulty interaction between the app and the device. The "trust markers" are being lost or blocked or not recognised

5. Exact details probably vary between cases. This makes it incredibly difficult to diagnose the problem.

6. It's not really an̈yone's fault.

7 The following link may help. Or it may not.

https://www.google.com/search?q=why+does+my+phone+not+stay+as+a+trusted+device&oq=why+does+my+phone+not+stay+as+a++tru&gs_lcrp=EgZjaHJvbWUqBwgBECEYoAEyBggAEEUYOTIHCAEQIRigATIHCAIQIRigAdIBCTk4OTExajBqN6gCFLACAQ&client=ms-android-samsung-ss&sourceid=chrome-mobile&ie=UTF-8&chrome_dse_attribution=1

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I

ings

Enthusiast II

+1.

I did notice that if I close the app, wait 10 seconds and then relaunch it, most times I will NOT be prompted to login. So it looks like there is a timing or race condition aspect to this problem.

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J

John B

+1.

I did notice that if I close the app, wait 10 seconds and then relaunch it, most times I will NOT be prompted to login. So it looks like there is a timing or race condition aspect to this problem.

Maybe general latency on the network or on the controller device is a contributory factor on some cases. Maybe the Sonos system isn’t receiving soon enough the information it needs to allow the app to sign in. I regret to say that the first thing to try would be to turn everything off and back on again.

It may be worth my pointing out that just playing music does not require sign-in, Sign-in is there to prevent unauthorised changes to the system settings.

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