Contributor I

Answered

system disappearing after app 80.04 update

Forum|Forum|2 years ago
May 8, 2024
81 replies
14331 views

After updating my system with the latest app (80.04) my system has vanished, including arc and surrounds, every room that had a speaker isn’t showing up. Even when I try and add an existing speaker I get an error.

after using the previous app for years it has been very stable and these issues popped up right after update, not sure if anyone else is seeing these issues.

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Best answer by Vincen_t

I had a similar issue following the app update: all my speakers (except the left one of a stereo pair) disappeared from the app…
I’ve spent close to 3 hours on the phone with various Sonos support engineers: all the speakers were visible on their side, and they had no clue why they were not showing up in the app. We’ve tried absolutely everything, nothing was working. They confirmed it was a bug created by the app update.

After checking internally, they came back to me few hours ago: only option is to create a new Sonos environment, factory reset each speaker and add them to the new environment… which I did, but it took me almost all day first to try to repair, diagnose with support, and setup everything.

Airgetlam

I suspect this isn’t an app problem, but more likely a network issue, as the app can’t connect to the speakers to show you what is going on.

There are two possibilities that spring to mind, the first being wifi interference . It might be worth reading through that FAQ and checking for some potential solutions there.

The other is a potential duplicate IP address issue, which can be caused when the Sonos installs new software, and there’s an issue in the router. In order to reload everything, which ‘may’ fix this, unplug all of your Sonos devices from power. While they’re unplugged, reboot your router. Give the router a couple of minutes to reload everything before plugging back in your Sonos devices. Wait another couple of minutes for them to load and connect before testing again. If this indeed fixes the issue, I’d recommend setting up reserved IP addresses in your router, the instructions should be in the router’s manual, unfortunately many systems handle it slightly differently. But it is ‘good housekeeping’ for your network, and shouldn’t cause any issues. And it helps keep the router ‘straight’, so it doesn’t fall back into this state.

But there is always the possibility that I’ve misdiagnosed the issue. Certainly no harm would come from either suggestion, but if the issues persist, I would call Sonos Support directly to discuss it.

Bruce

C

Catching_pixelsAuthor

Contributor I

Thank you, the duplicate IP could be it. That would make sense as to why Im seeing some of my system and then they randomly disappear. I’ll try unplugging it all tonight and will restart the router.

Currently I have a 2.4GHz and 5GHz bands both with different names. Would I be seeing an issue from that?

V

Vincen_tAnswer

Lyricist II

I had a similar issue following the app update: all my speakers (except the left one of a stereo pair) disappeared from the app…
I’ve spent close to 3 hours on the phone with various Sonos support engineers: all the speakers were visible on their side, and they had no clue why they were not showing up in the app. We’ve tried absolutely everything, nothing was working. They confirmed it was a bug created by the app update.

After checking internally, they came back to me few hours ago: only option is to create a new Sonos environment, factory reset each speaker and add them to the new environment… which I did, but it took me almost all day first to try to repair, diagnose with support, and setup everything.

C

Catching_pixelsAuthor

Contributor I

I had a similar issue following the app update: all my speakers (except the left one of a stereo pair) disappeared from the app…
I’ve spent close to 3 hours on the phone with various Sonos support engineers: all the speakers were visible on their side, and they had no clue why they were not showing up in the app. We’ve tried absolutely everything, nothing was working. They confirmed it was a bug created by the app update.

After checking internally, they came back to me few hours ago: only option is to create a new Sonos environment, factory reset each speaker and add them to the new environment… which I did, but it took me almost all day first to try to repair, diagnose with support, and setup everything.

Well thank you for saving me the time of having to call them. I figured it was a bug since everything has worked so well before. Not looking forward to this factory resetting I’ll be doing. But seriously this app should have seen a long public beta period first.

V

Vincen_t

Lyricist II

Be aware that with the new app it’s not as easy as before to setup speakers! I had to try multiple times with my « old » speakers, it was more straightforward on the recent ones

In total, taking into account the time I spent on my own to try to make it work, the time I spent with support on chat then phone, and the time to setup back everything (including services, favorites, trueplay…), I’ve spent almost the full day…

C

Catching_pixelsAuthor

Contributor I

Be aware that with the new app it’s not as easy as before to setup speakers! I had to try multiple times with my « old » speakers, it was more straightforward on the recent ones

In total, taking into account the time I spent on my own to try to make it work, the time I spent with support on chat then phone, and the time to setup back everything (including services, favorites, trueplay…), I’ve spent almost the full day…

That is a total nightmare! Not looking forward to it.

F

Faraway1

Lyricist I

Bruce, not the case at all. Network is there and visible. App says it is connected to

the network but can’t see any of the speakers on any room. Sonos should have tested this better before rolling out. Goes to show it’s better not to ‘upgrade.’

E

Erwan QUEINNEC

Lyricist III

I still have same problem with latest update so restarted to recreate the full system. Started to add boost detected, added. Strange do not see boost in the parameter.... And then not possible to add wireless speakers....

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Vincen_t

Lyricist II

I’ve been instructed to add the boost at the very end, and it worked for me, although it was painful since I had to temporarily create a 2.4Ghz WiFi for my « old » play:1 and play:3 to connect at setup