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.

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Tant

Contributor I

As a software tester I can see that it has failed most of its non-functional aspects.

portability, usability, reliability etc..

If Sonos was a bank they would be in terrible trouble now due to damage to their reputation and cost of losses.

G

Geez_ah

Contributor I

I found this on another thread… I’ll give it a go when I get home. *fingers crossed*

https://en.community.sonos.com/ask-a-question-228987/roam-won-t-connect-to-sonos-app-6892321

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Andyrober

Lyricist I

My whole system disappeared when I installed the new app. Tried numerous resets and reboots all to no avail until I saw a comment about disconnecting Boost. As soon as I tried that, hey, everything is being picked up again. I’ve got two play ones and two play threes. Fingers crossed it keeps working.

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Geez_ah

Contributor I

I found this on another thread… I’ll give it a go when I get home. *fingers crossed*

https://en.community.sonos.com/ask-a-question-228987/roam-won-t-connect-to-sonos-app-6892321

Well…. That didn’t work!!!!! 😖

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virtualjsk

Contributor I

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.

Why would anyone have wifi interference all of the sudden? The system stopped working after working for weeks.

Airgetlam

That post was written before the software update that seems to have caused many other issues, so there is the potential for other things now, but generally, one should never think of a WiFi in a ‘vacuum’, it can always be affected by outside things. I’ve personally had to deal with a neighbor setting up a new WiFi system stomping on the channel I had been using, as well as an errant microwave, leaking RF when it was operating. We’ve also had, in the past several weeks, a large solar storm, which can affect any electrical device, including WiFi routers/systems. And now, there appears to be some issues in Sonos’ own software, which makes things even more difficult to pin down.

If you have the time, currently, the best option remains to call Sonos Support directly to discuss it. When you speak directly to the phone folks, they have tools at their disposal that will allow them to give you advice specific to your network and Sonos system.

Bruce

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Soundlover

Contributor I

Hi All,

I had the same experience as you all, start the app and no system, no services almost blank. I then closed it and quickly reopened it I got the system, but no services so repeat again. This time everything turned up. But If I let the app sleep in the background, just not use my phone for a bit, I needed to do it all again. So not good but at least not a full reset.

This is not a fix but a stop gap if it works, while the cluster F$#@@# is fixed

I have an android phone for what it’s worth

This worked for me as well - speakers showed up then disappeared when I left the app running in the background when I went out. Closed it, waited and then followed the above - can now see my speakers. Not ideal but avoided the factory reset (for now) and can play. Two other options: use the web app (not great but at least you can listen to music, etc. or use Spotify to play. Again, not ideal but at least the speakers are accessible. I’ve given up on my libraries for now - nothing is showing up except my Spotify songs so another hurdle to over come going forward. Thanks It’s Me Not You for the recommendation.

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Erocker

Lyricist I

Save yourself 3 hours on customer support. When you update the new app, for whatever reason, it turns off your “local network” in your sonos app settings. It won’t matter how many times you try to connect or reset all your speakers, it won’t connect without this setting turned back on…

Airgetlam

Odd. Just checked on my iPad. It had not been turned off. But I’d agree, it certainly should be ‘on’.

Bruce

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Toreon

Lyricist II

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.

How is is possible that this arrogant company doesn’t even find it necessary to apologize here?

They simply deliver constant s*** and have their customers go through it, simply because their software teams are complete morons. Sonos? Hello? Anyone caring at all about this? Or did your CEO also prohibit you to show weakness? Maybe to buy another Yacht from the savings? What bulls*** this is. We should be sueing them. A nice class action lawsuit might actually change something.

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

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