9.0 Version App Keeps Freezing



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Userlevel 5
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I’ve replied on other threads with similar problems to this but forgot about this one. My problems were with both ios and Android apps which kept opening up pointing to the wrong zone and occasionally appeared to have frozen - it took a while for it to get the status of whichever zone it was supposed to be controlling. I’ve had confirmation that there is a software bug which is responsible for the problems I’m having.
Can I suggest that you submit a system diagnostic within 10 minutes of replicating this issue, and contact Sonos to discuss it. There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.

This isn't normal behaviour at all. I use both iPad and iPhone to control my system all the time.
Hi
I'm having the same problem with an iphone 8 plus and an ipad. It's only been happening for the last few weeks. Once I've chosen a track and volume on the Sonos app, when I open another app and go back to Sonos (to change track or volume), it's frozen. I have to close the app, turn off the phone and open the app again. Very frustrating!
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I already have done and they couldn’t tell me what the problem was. I’ve since sent a few more emails to them giving more information but heard absolutely nothing back the last time I checked my email a couple of hours ago.
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Hi folks,

If you're having app freezes, please reach out to our phone team who will investigate the issue and escalate your case if needed. You can find our phone number and hours in your region here.
Userlevel 5
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Because of the problems I've had with the ios app, I installed the app on my Android phone and strangely enough that has started up on the office zone 3 times yesterday rather than the lounge zone that it was on when I closed the app down.

I've kept support updated again but it's gone very quiet from the Sonos support end!
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Thanks. Also, like yours, mine has also shut itself down but then restarted itself. I can also control it from the controls on the Sonos device itself, while the app is frozen.
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I had along session on the phone with Sonos support today but I don’t have any kind of solution as yet. Interestingly though, whilst I was trying things out during the support call, the Sonos app appeared to crash. It just disappeared from the screen completely and I had to bring it back up again. It has since done it again tonight, so I sent another diagnostic into them.
Userlevel 5
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I had along session on the phone with Sonos support today but I don’t have any kind of solution as yet. Interestingly though, whilst I was trying things out during the support call, the Sonos app appeared to crash. It just disappeared from the screen completely and I had to bring it back up again. It has since done it again tonight, so I sent another diagnostic into them.
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The phone is not switching networks. I have both 2.4GHz and 5GHz from the same router. I have tried using the Sonos app on both and the same this happens. Nothing has changed with my network setup. I have had Sonos devices for years and have never had this issue, not until update 9.0.
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Same issue with 9.0. App freezes when phone sleeps, after switching to a different app then back to Sonos, and while doing something in the app itself without switching or sleeping. Submitted diagnostics: Your confirmation number is: 915440005.
Using iPhone 8 with 209GB available memory.


Thanks for sending in the report. I don't see why the app is freezing, but it does look like your phone is connecting to a different wireless network than your Sonos units. Do you have it set to connect to multiple networks? It's possible that the app is freezing when the phone switches networks.
Userlevel 5
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It's happened again on mine. Same as above. Let iPad go into sleep mode and then wake up and the Sonos app has lost track of what is playing. Whilst I was searching through the menus for the submit diagnostic option it came up with the splash screen over the top of the app as if it was reloading it and then it did know that the lounge was playing and allowed me to stop play there.

Diagnostic code is 1524332199


Thanks for the report. It's not clear why this is happening from the report. Please reach out to our phone team who can take a look at this live. Our phone number and hours are found here.


Those phone hours mean that I've not been able to do so yet because of work commitments!

Edit - I'm lucky that I don't work 5 days a week now but I've no idea how you would expect someone who has a full time job to be able to phone up to have a live session with your phone support team when they are only available during normal work hours.
Userlevel 7
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It's happened again on mine. Same as above. Let iPad go into sleep mode and then wake up and the Sonos app has lost track of what is playing. Whilst I was searching through the menus for the submit diagnostic option it came up with the splash screen over the top of the app as if it was reloading it and then it did know that the lounge was playing and allowed me to stop play there.

Diagnostic code is 1524332199


Thanks for the report. It's not clear why this is happening from the report. Please reach out to our phone team who can take a look at this live. Our phone number and hours are found here.
Userlevel 5
Badge +6
It's happened again on mine. Same as above. Let iPad go into sleep mode and then wake up and the Sonos app has lost track of what is playing. Whilst I was searching through the menus for the submit diagnostic option it came up with the splash screen over the top of the app as if it was reloading it and then it did know that the lounge was playing and allowed me to stop play there.

Diagnostic code is 1524332199
Userlevel 7
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Same issue with 9.0. App freezes when phone sleeps, after switching to a different app then back to Sonos, and while doing something in the app itself without switching or sleeping. Submitted diagnostics: Your confirmation number is: 915440005.
Using iPhone 8 with 209GB available memory.


Thanks for sending in the report. I don't see why the app is freezing, but it does look like your phone is connecting to a different wireless network than your Sonos units. Do you have it set to connect to multiple networks? It's possible that the app is freezing when the phone switches networks.
Userlevel 1
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Same issue with 9.0. App freezes when phone sleeps, after switching to a different app then back to Sonos, and while doing something in the app itself without switching or sleeping. Submitted diagnostics: Your confirmation number is: 915440005.
Using iPhone 8 with 209GB available memory.
Userlevel 5
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Hi folks,

Due to the nature of this issue it would be best to have our phone team take a look as they have more tools at their disposal and can troubleshoot this live. Please give us a call, our phone number and hours can be found here.


My problem isn't on a phone, it's on an iPad. I'm finding the Sonos system at the moment is not fit for purpose as you've done away with my CR100 and left me with an iPad app that is not reliable and prone to starting zones playing without my knowledge. I tried the Android app on my Samsung phone but that just drained the battery so I uninstalled it.


I'm not aware of any issue affecting all iPad controllers, mine works fine, for example. Either way, our phone team should be able to help.


Mine used to work fine until some time this year and then the iPad app became worse to use requiring more presses to do simple things and now it’s unreliable and could be dangerous if I don’t know a zone player has been playing constantly for days without me knowing. Not only is it using electricity over all those days it’s also potentially making the ZP90 very hot.

I’m coming to the conclusion I don’t want to use this system any more.
Userlevel 7
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Hi folks,

Due to the nature of this issue it would be best to have our phone team take a look as they have more tools at their disposal and can troubleshoot this live. Please give us a call, our phone number and hours can be found here.


My problem isn't on a phone, it's on an iPad. I'm finding the Sonos system at the moment is not fit for purpose as you've done away with my CR100 and left me with an iPad app that is not reliable and prone to starting zones playing without my knowledge. I tried the Android app on my Samsung phone but that just drained the battery so I uninstalled it.


I'm not aware of any issue affecting all iPad controllers, mine works fine, for example. Either way, our phone team should be able to help.
Userlevel 5
Badge +6
Hi folks,

Due to the nature of this issue it would be best to have our phone team take a look as they have more tools at their disposal and can troubleshoot this live. Please give us a call, our phone number and hours can be found here.


My problem isn't on a phone, it's on an iPad. I'm finding the Sonos system at the moment is not fit for purpose as you've done away with my CR100 and left me with an iPad app that is not reliable and prone to starting zones playing without my knowledge. I tried the Android app on my Samsung phone but that just drained the battery so I uninstalled it.
Userlevel 1
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If someone does find a solution after speaking to Sonos please post it here (or somewhere). Thanks.
Userlevel 7
Badge +20
Hi folks,

Due to the nature of this issue it would be best to have our phone team take a look as they have more tools at their disposal and can troubleshoot this live. Please give us a call, our phone number and hours can be found here.
Userlevel 5
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I think I can recreate this issue at will now. Just had another go and once again the ipad app gets in a mess and won’t stop my lounge zone playing and it thinks it’s set the office zone playing. If I change rooms to the office zone it tells me it can’t connect to it -even though it’s displaying it and the CR200 controller can control it with no problem.

If I then change rooms back to the lounge, the ipad app will then successfully stop it playing.

I use the Browse option to select a radio station to play.
Then bring up the now playing part of the screen.
Then stop playback
Then leave the ipad and let it go into sleep mode itself
Later fire up the ipad and press play on the sonos app which is still showing full screen from the last session
Now press stop and it doesn’t stop playback of the lounge zone
I then have to change rooms a couple of times for it to then get back in sync
Userlevel 5
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Well the plot thickens. This morning I went into my office and noticed that according to my CR200 controller, the ZP90 in there was already playing a tunein radio station. I believe this has been playing since I had the app go funny on me a few days ago. Because the amp it was connected to wasn’t on, then there’s no way of telling that it’s playing. This to me is more than unreliable, it’s now becoming unusable and untrustworthy.

When I had previous problems with the iPad app it mysteriously changed the zone it was controlling to that ZP90 in the office and started controlling that instead. This time when it went wrong I checked to make sure it was still controlling the lounge paired Play1 speakers and it was, so I don’t know how it managed to screw up and start the office zone playing.

I wish Sonos would stop putting all these updates out and get back to how they used to be and make sure everything works properly before they release. I fear the software and the whole system is now far too complex and causing more and more problems for users.

I wish I’d have taken Sonos up on their offer of buying all my gear back because I feel I can’t trust it any more.
Userlevel 1
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Same issue here. Very frustrating.
JohnG666,

That’s interesting, as I don’t have the screen-freeze issue and I have also turned off 'background app refresh' for all my iOS Apps. I will switch it on and see what happens.