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Yogi9644
Contributor I
January 5, 2025
Answered

songs searched on plex are grayed out and cant be selected

  • January 5, 2025
  • 45 replies
  • 1505 views

If I search for a song on Sonos on my iPhone from plex they are all grayed out and can’t be selected. Plex works fine otherwise. I’m using the latest plex on an iMac and I can search and play songs that I search in Sonos on the iMac. How can I play what I search for in plex in Sonos searched from my iPhone?

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    Best answer by Sotiris C.

    Hello ​@Yogi9644, welcome to the Sonos Community!

    I’m sorry to hear you are experiencing an issue with grayed out songs when searching from Plex via the Sonos App on your iPhone.

    We are aware of this and are currently investigating, but have no estimate for when a fix might be put in place.

    I will make sure to reply on this thread with an update when I get one.

    I hope this helps.

     

    45 replies

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    jamietre
    Trending Lyricist I
    February 6, 2025

    **UPDATE ** 03/02/25 - I’ve managed to get this escalated to Level 2 Engineers within Sonos, this is what’s happened.

    Wow - this is amazing. You are my hero!! This gives me hope it may work again. I’d love to know how you managed to get through the scripted support rep wall, I was unable to get anything except the promise that they would report the bug.

     

    NeilMc1983
    Trending Lyricist I
    February 6, 2025

    **UPDATE 06/02/2025** I got a response from their engineers, very disappointing!!

     

    They basically said “we’ve studied your concern and to fix it, check your plex is able to be connected from outside your network and check network connections” despite me telling them this was OK and i pay for a static IP address to ensure Plex is always accessible and i spent 2 hours on the phone to Sonos support who tested my network, changed my DNS, rest my devices, took loads of diag logs etc... 

     

    I did send a sarcastic reply and now have a telephone called with the engineer on Monday morning.

     

    He absolutely DID NOT study my complaint as it was very in-depth and no sane person would send a reply like that if he had read it.

     

    If he did read my case and that was he genuine answer then we are in trouble if that’s a level 2 engineer at Sonos. He basically said “turn it off and back on again”.

     

     

    jamietre
    Trending Lyricist I
    February 6, 2025

    Oh ffs. 

      NeilMc1983
      Trending Lyricist I
      February 6, 2025

      Everyone reading this who has this issue, please reply stating if they're using Android or iOS and which country they're located in please.

        jamietre
        Trending Lyricist I
        February 6, 2025

        Android, USA
        I’ve also tried on an iPad (ios), same issue

         

        Also note that when I tested the iPad, it had an older version of the sonos app (not from before “the upgrade” from last May, but before January 2025). It worked on that version. After I updated it to current release, it no longer worked.

          NeilMc1983
          Trending Lyricist I
          February 6, 2025

          Android, England. Girlfriend uses iPhone 15 Pro and has the same issue.

          NeilMc1983
          Trending Lyricist I
          February 6, 2025

          Android, USA
          I’ve also tried on an iPad (ios), same issue

           

          Also note that when I tested the iPad, it had an older version of the sonos app (not from before “the upgrade” from last May, but before January 2025). It worked on that version. After I updated it to current release, it no longer worked.

          Yes, that explains why the Sonos software for windows PC works 100% perfectly and is a million times faster than the android/iOS app because it's code is the same as the old app.

           

          Sonos web player is buggy and broken because that uses the new code the new app uses.

           

          The old code/app really was perfect.

          jamietre
          Trending Lyricist I
          February 6, 2025

          It is so clear this is a regression in the app. It worked before an update, then it didn’t. It happens to everyone.

          I don’t understand why it’s like pulling teeth to even get them to acknowledge a UX bug instead of making us all dance like idiots with reinstalling everything each time we try to get support. This will probably take someone 10 minutes to fix once someone in engineering actually knows/acknowledges there’s an issue.

            NeilMc1983
            Trending Lyricist I
            February 6, 2025

            It is so clear this is a regression in the app. It worked before an update, then it didn’t. It happens to everyone.

            I don’t understand why it’s like pulling teeth to even get them to acknowledge a UX bug instead of making us all dance like idiots with reinstalling everything each time we try to get support. This will probably take someone 10 minutes to fix once someone in engineering actually knows/acknowledges there’s an issue.

            100%! The CEO lost his job because of this app, the share price plummeted because of the broken app.

            When the customers have done the investigative work for them and found another bug in the broken app, they treat you like tech novices and blames something else other than the broken app.

             

            They said they're doing everything to get the new app to the same level as the old app but when you try and help them they act ignorant and drag their heels.

            I will never recommend this companies products to anyone!

            D661
            Lyricist II
            February 7, 2025

            Ok, I started trying old versions from apkmirror until I found when it broke.

            80.12.04 works

            80.14.06 broken

            Might help them narrow down what changed.

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