Windows app can’t access Spotify or Amazon music - problem connecting. Any attempt to manage music services gives an error saying there is no internet connection and then the app just hangs. It has to be killed with windows task manager.
FYI Mobile Sonos app on the same system works fine and both music services are ok from there - only the desktop app is failing.
That suggests, at least the possibility, of some sort of VPN, virus protection, or other port blocking software on the PC itself, and not affecting the speakers or other devices. Given the Windows application hasn’t been worked on for ages, in favor of the web app, and the mobile controllers, I would recommend that you submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it. Don’t post the resulting diagnostic number here, they get sensitive about GDPR.
There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.
When you speak directly to the Support staff, they have tools at their disposal that will allow them to give you advice specific to your network and Sonos system.
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.