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... 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 ScreenI'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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The new app doesnt work

Forum|Forum|2 years ago
June 10, 2024
57 replies
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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:

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.

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.

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jorge_cab_rodAuthor

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@Corry P … I agree to disagree. ColorOS is OPPO's version of Android; OPPO is the fifth player in the world market share...

We are not talking about small businesses; I agree that it should have been tested as says @zachmu . Meanwhile, I haven't been able to use Sonos for a month. Is Sonos going to do something? I am sure that I am not the only one with this problem.

Corry P

Sonos Staff

Hi @jorge_cab_rod

@Corry P … I agree to disagree. ColorOS is OPPO's version of Android; OPPO is the fifth player in the world market share…

Yes, that’s fair. I didn’t research ColorOS or anything, but I am aware that different manufacturers alter the GUI to their own specs. I think they write their own window managers. A few of the smaller companies are the only ones to use vanilla Android, as far as I am aware, which is the only version which is standard (excepting Pixel, I suppose, which will have a more advanced version). The point is that the custom versions should be written in such a manner that any compatible Android app should be able to open without needing to be tested on that brand/OS, as part of the contract of being permitted to use Android on the device in the first place. Perhaps the window manager has different constraints?

This is all supposition on my part, and not the opinion of Sonos.

Meanwhile, I haven't been able to use Sonos for a month. Is Sonos going to do something? I am sure that I am not the only one with this problem.

We’re still investigating, but I would certainly assume so, yes.

In the meantime, if you need access to your Sonos system from your phone, please try https://play.sonos.com - it’s not meant for smartphones, so you’ll need to tell your browser to open the Desktop Site to view it, and you cannot configure Sonos from it, but you will at least have playback controls. You may need to zoom in quite far on a small screen, however - again, it’s not meant for smartphones.

I hope this helps.

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

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jorge_cab_rodAuthor

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@Corry P

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zachmu

Lyricist III

My affected Android 11 phone is a Pixel 2 if that helps.

Corry P

Sonos Staff

Hi @jorge_cab_rod

That’s the point at which you tell your browser to open the desktop version of the webpage - in Chrome, that’s in the 3-dot menu.

I hope this helps.

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

Corry P

Sonos Staff

Hi @zachmu

That is likely relevant - thanks! Do you see the same screens as were shown in the opening post for this thread?

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

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zachmu

Lyricist III

Yes, it’s the exact same symptoms. App seems to hang on opening with the circular SONOS logo. I haven’t let it sit long enough to get to a blank screen.

Corry P

Sonos Staff

Hi @zachmu

OK thanks - I’ll pass that along.

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

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SandyMeikle

Lyricist II

Is there any way of configuring a system without the app? I'm having exactly the same problem and I've just moved house so have a new WiFi network. Speakers are currently sitting useless on the shelves...

jgatie

Is there any way of configuring a system without the app? I'm having exactly the same problem and I've just moved house so have a new WiFi network. Speakers are currently sitting useless on the shelves...

If you remember your old SSID and password, you can set the new router to use those.

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