Sonos System can‘t be found by new app

I run a business. Not a big one, but big enough to have a dozen Play:1 or SYMFONISK units connected together for a customer experience that’s been seamless for 4+ years without interruption.

So when Sonos forces an upgrade any my entire system goes down, what do we do with these exceptionally expensive paperweights? I’m half ready to ditch them all and find a different means.

I’ve also considered them for a door stop or to throw at the next shot put meet. I’m annoyed that the hold time is 3+ hours with no call back on a several-thousands-of-dollars system, with obviously minimal product testing for something that touts itself as the primo solution. Epic failure on whoever greenlit this absurd last week. Give us the old app back, at least! But of course, support is silent.

How does a Company not trial, test beta a new App. Soooo mad would never buy Sonos again. 
 

Hold times are forever as it’s a massive failures.

Same problem.  I’m sitting at my desk in front of my Play5 which is right next to my router which was new this year and it still has trouble finding my system.  It takes quite a while moving around in the app before it finds it.  Would love to go back to the previous version but that’s not an option.  I’ve been a Sonos user since the early 2000’s and this is really bad QA and should have been rolled back.

This is what my app has looked like since it updated, I’ve got 2 brand new era 100’s that I have not been able to use. Thought it would be fixed by now, I’m very frustrated and angry 

Okay, I give up, between trashing my home system and only having one of my two roams work on the road, I'm ready and willing to invest into an entire new system.  

Is Sonos the best we got or is there a better option.  

Hopefully a class action suit will reimburse some of the replacement cost.  

Hello everyone,

I have an ARC, two subs, and two amps setup in my living room. Unfortunately, I updated to the new app version that Sonos released, which caused my system not to be found on the app. I tried several troubleshooting recommendations, but could not get my system to be recognized by the stupid app. I made several attempts to contact support, but the hold times were ridiculous. Wait times were averaging 2hrs just to speak to someone. After not being able to use my system for almost a month, I was able to finally speak to a representative (1hr 26min on hold). The representative was very professional and provided me with several options for me to try to get my system to work. The representative was patiently waiting while I was trying everything she recommended. The last option she gave was to connect my router directly into one of my Sonos amps using a rj45 cable. The problem was that my wireless router is located in my master closet which is on the second floor of my house, and I did not have a long cable. I ended up ordering a 200ft cable through Amazon. I connected the cable to my router, ran all the way to my living room, and connected to my amp. I opened the app and my system was finally found 🙏 The bad thing about this was when I disconnected the cable, I was no longer able to find my system. I was told by the representative that I only needed to connect the cable temporarily. She mentioned that once the app recognizes my system I no longer needed the cable. This was not the case! I had to keep the cable connected in order for me to use my Sonos system. Also, my wife was not too keen on having cables  through the house. I did some more research and found a better solution. I ordered a wireless Ethernet to WiFi adapter through Amazon. I followed the easy setup instructions and it worked! No more long cables or issues with my Sonos 🥲

Shame on Sonos for releasing a new version of an app without testing it. It’s like throwing * on the wall to see if it sticks. Let our customers that spend thousands of dollars do the testing and we will release updates months in the future 🤬

*Moderator Note: Modified in accordance with the Community Code of Conduct.*

Has anything been done about this issue ?  I am having the same issue since the app update.  Very frustrating.

Sounds like a class action law suit is in order.  Your customer service is non existent. Just issue previous version so we can all use the system we paid lots of money for. Zero accountability. 

Brand S2 app user / system here, I cannot get it to add the amp to the “system” .  It finds the amp fine with IOS or android mobile app , but after the setup wizard is done it cannot find the product to add to a system? 

I had all S1 gear / app before and that stuff worked fine. 
 

I am suspecting the hardware / firmware that was purchased yesterday from Best Buy is some old stock, and that perhaps the base version of this amp is too old to be properly added to the system with the new S2 App

My S1 PC app was able to recognize it, and show some details about unit. 
I assume there is no way to update the firmware on the unit , as it needs to be in the S2 app system registration in order to update 

What is the current Amp firmware?

 

Moderator edit: removed image containing serial numbers