Network Problem Detected

  • 29 October 2019
  • 37 replies
  • 11383 views

I’ve been using Sonos and controlling it from my phone for over 1 year.  last week I receive a “netwrok problem detected” error when “I sign in to use new features” on the bar at the top of the app or when I check for updates in system updates.  I run an iPhone XR with iOS 13.2.  The Sonos is up to date.  The Sonos app runs correctly from other iPhones in my house.


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37 replies

Thanks Airgetlam, yes I have already tried the obvious

Reboot all Sonos
Reboot Router
Reboot Phone and Toggle Wi-Fi
Deleted Sonos app and re-installed

I will contact support as a last resort. :-)

Hi,

i am wondering if the issue is not due to corporate managed security… I have a Cisco Security app installed - which might  prevent the Sonos Controller to access the internet… makes sense?

k.

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@snitramc sounds a lot like you had a VPN added to your phone, maybe to connect to your work network so you can work remotely? VPNs will usually mess with local network access.

As everything works from your laptop, the problem is on your phone somewhere.

I had experienced the same issue despite of iOS version. Discovered that it was company VPN Zscaler that was blocking the Sonos app. When the Zscaler is disabled the Sonos app works just fine. 

Same issue as above posts:  New iPhone Xs, running iOS 13.1.3, Sonos app 10.5. Sonos was running fine until 1 week ago. Now I can’t access Apple Music  - “unable to browse music - problem connecting”. Also unable to sign into Sonos account from my iPhone - “Network Problem Detected - check your internet”. I can adjust volume, speakers, etc but can’t access any music service or log in as stated.

No issues with my network or Boost or speakers - other family iPhones and my iPad all able to connect and access Apple Music.  May have started after iOS 13.1.3 update but I can’t be sure (was out of town; came home and this issue started)

 Diagnostic info submitted - 2057760074

Was on phone with Sonos support for 30 minutes - was a complete waste of time. Had already tried every fix (rebooting router, boost phone; reinstalling music service) before and went through same drill with same results. 

Please help!

Roger

I’m glad I read through this … it’s been an absolute pain and I’d say this is bang on, it’s the Cisco issue. Both my iOS devices are work controlled and have Cisco Security installed. I just successfully used a family member’s personal Android device and the issue went away. 

I would recommend that you contact Sonos Support directly to discuss it.

I usually suggest the phone folks, they have more tools available because they're on the phone with you, but they are only available Monday through Friday during business hours. Both the Twitter and Facebook support folks are available 24/7.

 

I have been having the same issue--on my iPhone, I could not access any of my music services, nor could I log in to my Sonos account, though I could see all my speakers and start/pause them (but not choose what they would play). After a lengthy back-and-forth with the Sonos support team, and a phone call today, I found this thread and decided to see if I had a VPN going on my phone without my knowledge. Turns out I did--ExpressVPN had activated itself without giving me any indication of it--so I turned it off and all started to work again. 

@dwi1972 

I am having the same issue on iPhone XR iOS 13.4.1

I looked at the Cisco support link above and Cisco says:

This issue will require a resolution from the Sonos side. Please contact Sonos support to add your support for a resolution.

Cisco Umbrella has investigated this issue and confirmed that all DNS queries received by the CSC are answered without issue when the impacts occur. As a result, the issue is confirmed to occur in the OS layer between the DNS request and the transfer of this DNS query via the NEDNSProxyProvider Network Extension in iOS to the CSC with a component of the Sonos system currently in use.”

 

Has there been any response from Sonos to this?

 

 

My iPhone was getting the same network error while all my other devices were not.  I have “Circle” installed on my network.  It’s a firewall to monitor my kids internet.  I turned off circle and it solved the issue - I was able to log into my sonos account.  When I turned circle back on, I’m still logged in.  I disconnected my iPhone and sonos from the Circle network to be safe going forward.  

For me was the opposite, I had to enable connection via Surfshark to be able to access the internet. Y power cycle everything with no result. So, since I se everyone disabling the VPN and I do not have those enable, I tried to enable it to see what happens, and it worked.  Usually I had this error with all my devices OSX, IOS, and android.  with the VPN  it works now. I will talk with my internet provider to see if they can fix the issue.

I have to ask. What app are you talking about? Can you provide a screen capture?

I’m running iOS 13.2 and the Sonos app 10.5. When I look at any of the tabs on my Sonos app, which are My Sonos, Browse, Rooms, Search, and Settings, none of them have an “I sign in to use new features” on the top bar, or anywhere else, so I don’t know where you’re talking about. I do see my account on the settings page, I suppose if I weren’t signed in there, it might say “sign in”, but it’s been so many years since I’ve signed out of my Sonos, I’m honestly not sure.

In more general terms, most often the “network problem detected” is about problems with either the speakers reaching the internet, or the device your controller is on reaching the speakers, which is where the true application is running. What’s on your phone is just a remote control that is used to “log in to’ the system running on the speakers, be it just one speaker, or many.

Any additional clarity you can provide to help understand what you’re looking at would be most helpful.

I am experiencing precisely the same issue since the upgrade to iOS 13.2 on my iPhone XS.  “network problem detected” when trying to access Radio by TuneIn, Apple Music Library, or checking for updates from the Sonos Controller app… However, I can stil control my Sonos speakers… please help!...

I have exactly the same issue.

iOS 13.1.3, Sonos App 10.5, Play 5, Play 3 using WiFi.

I can see/connect to the Sonos but I am unable to browse music or add services from my either iPhone or iPad.

Another iPhone on the same network works perfectly.  It has iOS 13.1.2 can browse services and the music.

On my setup the Sonos connects via 2Ghz and the iPhones connects to the same router with 5Ghz.

 

 

KenStev, have you attempted a reboot of your router, followed by a reboot of your speakers? Your report smacks of an inability for the speakers to reach the outside world.

IanHenry, since other devices are working properly, and that one phone isn’t, it’s more perplexing. With no guaranty, the first troubleshooting step I would try is simply turning off WiFi on that phone, waiting a minute, then turning it back on to re-establish the connection to your WiFi. Then, if that didn’t work, I’d try a full power cycle of the phone to see if that helped.

Failing that, I’d recommend that you contact Sonos Support directly to discuss it. 

I usually suggest the phone folks, they have more tools available because they're on the phone with you, but they are only available Monday through Friday during business hours. Both the Twitter and Facebook support folks are available 24/7.

Hi Bruce,

Thanks for your feedback - I tried everything I could incl. reboot of router, followed by speakers etc.  My issue is similar to IanHenry’s - everything works fine with my other iOS mobile devices (e.g. iPad) that are not on iOS 13.2…  I am afraid I have no other option than contacting Sonos support…

Thanks;

Ken

 

Sorry I wasn’t more help.  I’d be fascinated if you can share when you get it resolved. I’d love to know what the cause was. Right now, I can’t find any logical way for this to occur, so learning more will make me happy ;)

FWIW, deleting and reinstalling the app won’t make much difference. It’s just a remote control that connects to the Sonos running on the speakers. But then again, I really don’t know why one device of several can’t make a connection. My suspicion is that the offending device is either not connected to the WiFi properly, or is connected to a different “node” of the WiFi that’s not on the same subnet as the Sonos system, so the signal’s not being sent across subnets, as it is designed not to do.

So, I’ll look for a post from you when you get your answer!

Yes, had same problem on Android, wife’s iPhone worked fine. Turned off ExpressVPN then it worked fine. Then re-activated ExpressVPN. 

Same issue as reported above. Pretty sure it started with updating iOS to 13.2 on my iPhone XS. However it works as normal on my iPad that also runs 13.2 . Both with Sonos version 10.5. Both on the same wireless network. 
 

Completely baffled. Tried all the usual things like re-booting phone , network etc. Also switched off the Bridge and used WiFi to the Sonos net . No change.
Is there some extra layer of security with IPhone IOS 13.2 that don’t allow it to access the internet from the Sonos network?? 
 

If someone solves it - please report the fix ! 

It’s certainly possible that other apps might be “blocking” access from the particular device to other internal network devices, such as the Sonos speakers. Effectively, this is what most VPNs do, create a tunnel between the device and the end server, not allowing any external connections. 
 

This is particularly challenging to diagnose in a forum, though. I’d certainly encourage folks to contact Sonos Support directly to discuss it. 

I usually suggest the phone folks, they have more tools available because they're on the phone with you, but they are only available Monday through Friday during business hours. Both the Twitter and Facebook support folks are available 24/7.

Yes Ken is correct, it is the Cisco Security App that intercepts DNS calls.

https://support.umbrella.com/hc/en-us/articles/360024706451-Sonos-and-the-Cisco-Security-Connector-CSC-for-iOS

Seems to be a known issue, but no resolution. Cisco blame Sonos/Apple, and I guess they will blame Cisco.

I did manage to temporarily de-install it so that I can at least select some music.

Also had exactly the same issues since installing 13.2, already had the Cisco app installed before the iOS update and then all the same issues on the Sonos app with Network errors and music services not showing. Just deleted Cisco and Sonos worked instantly. Just hope work don’t reinstall it again remotely/automatically! Phew, I have been going round and round rebooting, reinstalling etc at least it works now!! 👍

problem fixed with iOS 13.2.2 upgrade!…. yeaahhh… ;)

Interesting. I didn’t know there was an update out there. Must have been an iOS issue that Apple fixed in the new release, which takes Cisco and Sonos off the hook :;)