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Sonos S2 system not working well


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I upgraded my Sonos system to S2 a few weeks ago.  I have one Sonos Beam and two Sonos Play:1 speakers.  A complicating factor is that I also switched to a new router a couple of weeks prior to the update, but the system seemed to be working well prior to the software upgrade to S2.

 

Since the upgrade to S2, the connectivity to my speakers over the Sonos Mac OS X app has been very shoddy.  On many occcasions, one or more speakers will not appear on the menu.  Sometimes I will see the speaker on the menu, but when I attempt to play music I have difficulty getting a song to start.  There are some occasions when the system seems to work, but it seems sporadic. Additionally, my ability to use my Sonos speakers directly from the Spotify application has essentially ceased.

 

Please help!

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Best answer by benjamindm 4 October 2020, 00:53

Thank you to the Sonos staff who assisted in my initial inquiry.  I actually switched ISP’s and when I did so, I uncovered a few problems with my router settings.  The problems were fixed by adjusting the QoS settings (ideally, turn it off entirely), disabling device priorities, and disabling HomeCare features.  My Sonos connectivity is now much improved.

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I am frustrated beyond belief.  I have 8 Sonos speakers and a sub and Playbar.  Everything worked fine on the original Sonos app, but since upgrading, I can’t connect my speakers unless at least one is plugged into my router.  I could get some speakers to work but then they disappeared from the app.  I even deleted the app and two speakers continued to play and then I couldn’t turn them off because they were no longer on the app.  Sonos 1 was amazing and I had no issues.  I just want my old connections back.  i can’t even begin to count the number of hours I have spent rebooting, resetting and reconnecting with no success.  This is so disappointing.  I need to find a solution because this is not acceptable and after reading all of these posts, there is a huge issue going on here and it needs to be resolved.  

As a follow up….I finally came across a couple of speakers that had not been reset or upgraded to the new version of the app.  Unfortunately, I could not get all of my speakers to join the network wirelessly, so I was forced to connect one of my speakers directly to my router.  I am using the original Sonos app, but every time I access it, it tries to launch the new app. It is easy to mistakenly do this.  At the end of the day, I feel like I ended up surrendering, which is so disappointing since this worked so well before.  I guess I am just glad that I have music piped through my entire house at this point.  

Sonos - please listen to your user community. There is something seriously wrong with S2. We all have a lot invested in this product. This S2 rollout has been an absolute failure. I have four rooms on my network and now only one works. Rooms appear out of no where and then disappear. What is the solution. Can we go back to S1?

 

Yes.  Same here.

My Play:1s all show fine.  The SLs though…  They come and go on the app.  And when they do come on the app and I attempt to play something I get a “cannot connect” popup.  And then on the Windows controller they don’t show up at all, just on the Android app.

Just horrible.  How did such a great system become a total dumpster fire?  Especially when downgrading is such a hassle.

Agreed.

4 Play:1s and 2 SLs working fine on S1 app…  Suddenly though, the last update to S1 app causes a crash whenever searching for a radio station.  So I upgraded to S2.

Now, none of the SL speakers show up in S2 app.  I’ve discussed on a forum thread here which led to calling support.  After clicking through multiple “solutions” I finally get a phone number.  After nearly 2 hours on the phone I’m sent an email of suggested router configurations… Like really?

If my all my speakers worked perfectly on S1 but then suddenly on S2 the SL speakers do not work, how is it an issue with my router or network which hasn’t been changed any time inbetween S1 to S2? Clearly there is an issue with the new system.

On my router’s connected devices I see TWO different Sonos:  “Sonos Inc” and “SonosZP” so seems like SL and Play:1 have two different clients but yet the S2 app can’t seem to ever find one of them.

As others have said, wanted to buy more Sonos for Christmas but with this I’m thinking I might need to trash all these speakers and find a whole new brand.  Absolutely a disgrace.  Especially the time I wasted with Sonos support and diagnostics. 

Sonos - please listen to your user community. There is something seriously wrong with S2. We all have a lot invested in this product. This S2 rollout has been an absolute failure. I have four rooms on my network and now only one works. Rooms appear out of no where and then disappear. What is the solution. Can we go back to S1?

What nonsense. Lots of people are having problems with S2.  I would suggest people look at the app reviews in the App Store rather than listen to the denialists in this thread. After S1 working perfectly fine suddenly all these problems. All because people have got network problems? Laughable

As explained many times in this thread, it isn’t the sotware that you’re having issues with, it is your local network, the great majority of users are not experiencing any issues with either S1 or S2. 

Without details of your setup, two rather effective but general things to do are:

  1. Read and apply such solutions as can be found in the wifi interference FAQ. This kind of issue is by far the most common issue plaguing users.
  2. Refresh your Sonos network by unplugging all Sonos devices from power. While they are unplugged, reboot your router. Only when the router comes back up should you plug back in the Sonos devices.  This resolves several potential issues, by forcing both the router and Sonos devices to reboot, and reconnect. But it would only fix one of the potential issues if the Sonos devices are powered off while the router is rebooted, if they remain powered on, it won’t have the same effect.

Sonos is a networked speaker system, so if there is an issue internal to your network, it will reflect on the Sonos performance. Of course, the above two potential solutions probably cover only 98% or 99% of the potential issues, there are certainly less common ones. If those two solutions don’t work for you, I would recommend that you submit a system diagnostic , and call Sonos Support to discuss it, or post the number here.

There may be information included in the diagnostic that will help Sonos pinpoint the specific issue and help you find a solution.

When you speak directly to the phone folks, there are more options available beyond just the diagnostic analysis. 

S2 system update is terrible and my system rarely functions properly now even though it was fine 99% of the time before. Look at the Apple reviews recently. A great deal of them are 1 star. This app is extremely buggy. I have about 11-12 speakers and they’re basically functioning as ornaments now. 

I'm hesitating upgrading to S2. 

 

I have a playbar, sub and 2 play 1s with a boost, which are all S2 compatible.

 

But after hearing all the horror stories, I'm not game. 

 

I just want the app functionality back. 

 

If you have problems, can you revert back to S1? 

 

Thanks in advance. 

 

 

I am frustrated beyond belief.  I have 8 Sonos speakers and a sub and Playbar.  Everything worked fine on the original Sonos app, but since upgrading, I can’t connect my speakers unless at least one is plugged into my router.  I could get some speakers to work but then they disappeared from the app.  I even deleted the app and two speakers continued to play and then I couldn’t turn them off because they were no longer on the app.  Sonos 1 was amazing and I had no issues.  I just want my old connections back.  i can’t even begin to count the number of hours I have spent rebooting, resetting and reconnecting with no success.  This is so disappointing.  I need to find a solution because this is not acceptable and after reading all of these posts, there is a huge issue going on here and it needs to be resolved.  

Bruce, it’s where i started. I just didn’t want to waste words on it. It was so useless, it was irrelevant. They read off a condescending script, and try to blame my set up. 
Thanks for the support.

I find it unusual that someone in a position of an IT director hasn’t contacted Sonos directly to seek assistance in resolving their issues. 
 

New to this chat, but all the above reads like my daily playbook.

S1 was seamless 100% (never a single issue), forced to update to S2 a few months ago and now my days are filled with Sonos hate.

Turn on, cant play a song. Works fine direct on Spotify, but Sonos fails to find it. Restart everything in sequence, and get the same outcome. Try a few more songs, same thing. Then after half an hour, the first song I tried magically starts playing. Loud (yesterday’s volume), so I use the app to turn it down. After about a minute, this happens. This doesn’t always happen, but I’d say maybe 4 days a week. Not what I signed up for.

 

I’m the IT director of a company, so I know what to test first. Done it a hundred times and this is 100% an app fault.

 

Getting to the point that I’m thinking about putting my whole house system on eBay. I feel cheated, as I’ve spent a ton of cash on this, and it worked like a dream until S2. It’s supposed to enhance your life, not make it worse.
I used to think Sonos was the future. Disappointingly, It’s rapidly becoming the past.

i have also been fighting with the Sonos App2 since upgrade.  i just now decided to google “issues with sonos app2” and found this community thread.  it’s so frustrating!  it’s not always finding each room, it shows it’s playing but it’s not playing, it will not group, it’s very off/on…. continuously throughout the day.  everyday!  we re-start the internet many of times and still have issues.

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Following this thread with interest.

I’m also finding S2 laggy and unresponsive. No dropouts though.

I’m on iOS with the latest firmware and v12.1 on the Controller. Static IP’s for every device in the house and SonosNet.

Everything was fine with S1 but now I just find S2 unresponsive when I first try to use it, sometimes closing the app and restarting it is quicker to use it than waiting for it to respond.

Add me to the list of frustrated users of the S2 platform. I get so many Error 701 messages when trying to play music that the system is no longer enjoyable. The soundbar and sub are great when using the TV, but trying to play music is now frustrating to the point that I give up. 

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This is the article that solved my problem, both with the speeds I was getting as well as with reliability of Sonos connectivity. https://community.tp-link.com/us/home/forum/topic/203906

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Thank you to the Sonos staff who assisted in my initial inquiry.  I actually switched ISP’s and when I did so, I uncovered a few problems with my router settings.  The problems were fixed by adjusting the QoS settings (ideally, turn it off entirely), disabling device priorities, and disabling HomeCare features.  My Sonos connectivity is now much improved.

Wow, was not aware of that, but this behaviour makes a lot more sense now (cabled speaker was not at the center). Thanks for the info 106rallye!

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When you connect one of the speakers by cable while keeping wifi on, it creates a Sonosnet. All your speakers connect to that and not your wifi. If this cabled speaker is not near the center of all you speakers, Sonosnet will work less well than wifi for the other speakers. When you disable wifi on your cabled speaker the others speakers will have reverted to wifi.

I also had major problems after upgrading the system to S2 today, with only one of my five speakers (IKEA Symfonisk) appearing in the app. The others did show up randomly – but not consistently, and the whole system was laggy and unreliable.

It seems the problem was in that a few weeks ago I had connected (the only visible) speaker with an ethernet cable, thinking it would auto-disable the WiFi on the speaker. It turned out this was not the case, but you’ll need to disable the WiFi manually through the Sonos app. After disabling the unnecessary WiFi connection, everything just started to work as expected, and the rest of the speakers showed up. For some reason, this caused major issues only after the S2 upgrade.

Hope this helps someone with similar issues. It would certainly help if the Sonos app would give more useful debug information when things are not working...

Thank you Sonos!

I was having major issues similar to the above comments in this thread… I came here looking about a month ago in an effort to find out what I could do to get my Sonos back to its former reliable selft. Since upgrading to Sonos 2 a few months back it has been nothing but hair pulling… Until.. I download the latest update about a couple of weeks back. Instantly fixed all issues!.. No more wifi dropping out, no more speakers not appearing, no more “app cant find a sono system” issues.

My love for this system has be rejuvenated. :-*

Hello, please find the screen below which comes from my router.

 

Line 2 and 4 are 2 Sonos speakers which disconnect alle the time. But loo at the signal strenght, which is around 90%.

 

Therefore i think that the issues come from the S2 firmware, as ive said i never experienced this before.

Hereby a screenshot of the 'about my system' part in the Sonos app. No info for now, IT should come up in a few minutes. The speaker is Just a few meters away from a Netgear r7000 router with a hoge wifi range. 

 

When im 20 meters away outside,  still have wifi connection on my other devices. On the S1 Sonos firmware i never had these issues.

 

 

Hi all,

 

I am having similar issues. Since the upgrade to S2 i have wifi and sonosnet connectivity problems.

 

The speakers are Just a few meters apart from each other but the network is far from stable now.

 

I have tried different methods: sonosnet, wifi on different channels, reboot speakers, modem and reset factory settings etc etc but the app still reacts laggy and buggy.

 

I have no Idea what to do now.

The S2 controller/Firmware update has had no issues whatsoever for me.  Obviously different users have different setups, and I can only speak for myself.

But I stick by my claim that if there were really generic bugs in S2 there would be VASTLY more complaints about it on this forum.

As an example, the Arc launched with a bug affecting the base in certain circumstances.  At this point the proportion of all users who were affected was minuscule, but within days there were hundreds of posts.  If S2 were generically and seriously buggy, there would be millions of users affected.  The forum would be swamped.  It isn’t.

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