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jorge_cab_rod
Trending Lyricist I
June 10, 2024
Answered

The new app doesnt work

  • June 10, 2024
  • 57 replies
  • 2905 views

Good morning, the new app doesn’t work on my device, a realme X2 Pro (Snapdragon 855 Plus + 12GB RAM + 256GB). The new app is not working. It simply won't start. Here are some pictures:

The app shows a logo...

 

  1. It stays on the logo screen for minutes and minutes, then it just goes to a black screen. As you can see, it keeps trying to start, but it never does.

 

Black Screen

I've tried clearing the cache, uninstalling and reinstalling, etc., but always the same result. It won't start.

What can I do? I'm left without Sonos (I have two Sonos Play 1 and a Sonos Play 5 (Gen 2)).

Thank you.

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    Best answer by Corry P

    Hi @jorge_cab_rod et al

    We have identified an issue affecting Android devices running ColorOS or MIUI OS that results in the Sonos app opening to a blank/black screen. We are investigating, but have no ETA for when a resolution might be made available.

    57 replies

    Rhonny
    Prodigy III
    June 10, 2024

    As an Android user, you can delete the app and install the APK of Sonos version 16.1 (from sites like apkmirror), to revert to the old app. Just be sure to turn off app auto-updates!

      Corry P
      Corry P
      Sonos Staff
      June 10, 2024

      Hi @jorge_cab_rod 

      Welcome to the Sonos Community!

      Sorry to hear of the issues you are having running the Sonos app on your Realme phone. Could you please give us some more details about your phone? What version of Android is it running? Which firmware does it have? If you go into your Android settings, then go to About Phone, then Software information, you should find all the details there (there won’t be any identifying info, so you can just take a screenshot of the page, if you like). Thanks!

      "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
      jorge_cab_rodAuthor
      Trending Lyricist I
      June 10, 2024

      @Corry P Of course…

      Android 11.0

      RMX1931_11_F.14

      Q_V1_P14,Q_V1_P14

      Kernel: 4.14.190-perf+

      ColorOS V11

       

      Sonos version 80.02.07-release+20240605.39fbb8f

       

      Thank you

        Corry P
        Corry P
        Sonos Staff
        June 10, 2024

        Hi @jorge_cab_rod 

        Thanks - I have passed that along!

        "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
          Marco000
          Lyricist III
          June 10, 2024

          Try disabling 5ghz in your router settings.

            jorge_cab_rodAuthor
            Trending Lyricist I
            June 10, 2024

            @Marco000 It doesn’t work with router or without router :)… I mean, even trying to open the app with 4G mobile connection; it doesn’t open

            zachmu
            Lyricist III
            June 11, 2024

            This is broken from me as well, exact same symptoms, since the update. It's broken for everyone with Android 11.

             

            https://www.reddit.com/r/sonos/comments/1cqvzaw/sonos_app_not_starting_after_update_android/

              jorge_cab_rodAuthor
              Trending Lyricist I
              June 11, 2024

              @zachmu it's hard to believe that the Sonos board of directors approved an app version that excludes users with Android 11; in addition, it is illegal. Because my speakers have been left as decorations.

                zachmu
                Lyricist III
                June 11, 2024

                It’s a bad oversight for sure. Hopefully corrected quickly. Plenty of Android 11 devices left in the wild.

                @Corry P please let us know when the engineering team has an ETA on this. I’d also be curious to know how a breaking app update made it past testing.

                Corry P
                Corry P
                Sonos Staff
                June 12, 2024

                Hi @zachmu 

                As far as I am aware, it is this piece of info that is key:

                ColorOS V11

                ColorOS is a non-standard version of Android.

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