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Kos
Enthusiast II
Oct 2, 2024 12:38 PM UTC
Answered

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

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 P
    Corry PAnswer
    Sonos Staff
    Jan 14, 2025 9:42 AM UTC

    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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    Airgetlam
    Airgetlam
    Oct 13, 2024 7:59 PM UTC

    The request from @Corry P was to submit a diagnostic, not to call or otherwise contact support. I’m not quite sure I understand where this venom comes from. Sonos has stated they’re looking in to it, and need concrete examples. 

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    Bruce
      timbracken
      timbracken
      Trending Lyricist I
      Oct 14, 2024 3:21 AM UTC

      It happened to me on my iPad again, and I ran a Diagnostics. I have the number saved if you would like it (I don’t have a separate support case logged for this).

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        Airgetlam
        Airgetlam
        Oct 14, 2024 5:26 AM UTC

        I think Sonos folks can look up diagnostics based on your forum account, assuming you used the same email for both your forum account and your Sonos system account. I have noticed over the last several months that they’ve been removing the numbers from forum posts. I’m not sure I understand why, us unwashed masses have no way of accessing that data. Or at least that I’m aware of. I don’t even know where that data is stored!

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        Bruce
          PHyde
          Trending Lyricist I
          Oct 14, 2024 5:40 AM UTC

          The request from @Corry P was to submit a diagnostic, not to call or otherwise contact support. I’m not quite sure I understand where this venom comes from. Sonos has stated they’re looking in to it, and need concrete examples. 

          The venom comes from having incompetent app developers or managers/ceo that push unfinished app to the world. I don’t want to be troubleshooting, logging in almost daily, resetting and adding all components again. I have used too much time on these. Totally fed up, sry. 

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            PHyde
            Trending Lyricist I
            Oct 14, 2024 5:41 AM UTC

            I think Sonos folks can look up diagnostics based on your forum account, assuming you used the same email for both your forum account and your Sonos system account. I have noticed over the last several months that they’ve been removing the numbers from forum posts. I’m not sure I understand why, us unwashed masses have no way of accessing that data. Or at least that I’m aware of. I don’t even know where that data is stored!

            Exactly, just publish here and support looks at it. 

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              Corry P
              Corry P
              Sonos Staff
              Oct 14, 2024 10:43 AM UTC

              Hi

              Thanks to @PHyde, @timbracken & @rosswells127 for summitting diagnostics - I have forwarded them for investigation.

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              "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
                rosswells127
                rosswells127
                Prodigy I
                Oct 15, 2024 7:24 AM UTC

                Hi @Willyeckerslike 

                Thank you for the diagnostics - I actually had a senior engineer reach out out me last night asking if there were any diagnostics for this issue, so I am glad to say that I have forwarded yours directly to him and that should get the ball rolling rather nicely!

                Thanks again!

                To everyone else: more diagnostics will help!

                @Corry P Another occurrence of login request issue rather than showing Recently Played list. I sent another diagnostic just in case it helps.
                FYI. This time I didn’t login to resolve the issue, I just exited the app and went straight back in again and this time it showed my Recently Played list as expected.

                Ross.

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                  timbracken
                  timbracken
                  Trending Lyricist I
                  Oct 15, 2024 8:15 PM UTC

                  It just happened now on my iPhone (previously was just on iPad). I just now submitted the diagnostics if you want to have a look.

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                  Toolio
                  Prodigy II
                  Oct 15, 2024 9:38 PM UTC

                  It's happening to me, only less frequently than for some others. About once every four days on my iPad, including a half hour ago. Didn't submit a diagnostics report because I just discovered this discussion now, as I searched for a resolution to yet another annoying Sonos problem. I will try to submit a diagnostics report next time.

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                  Corry P
                  Corry P
                  Sonos Staff
                  Oct 16, 2024 11:27 AM UTC

                  Hi All

                  My thanks to those who have submitted diagnostics already. We now have enough to work on - more are no longer required, but thank you nonetheless.

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