Since Monday my Sonos system no longer works

Thank you,

I would tend to think that the problem is related to the new app/firmware (and not specifically a hardware problem), because of all my 9 ZP120s, none of them are working properly anymore.

Last month, before the new 80 app version and associated firmware, they were all working fine (I never noticed any strange problems).

Ah, sorry I’d missed the word some in your first post.

For 9 of them to be behaving the same way after the update, I agree it sounds like there is something not right in the firmware. Audio decoding hasn’t been a cpu heavy task for a very long time, so new firmware shouldn’t have such a dramatic effect. The app and cloud services do all the heavy lifting not the devices.

As these are closed system mains powered appliances not a general purpose device end users can fill with stuff there is no excuse for Sonos not to test the firmware operates correctly across all the hardware platforms they are releasing the firmware to. The same boards and hardware platform will be use across multiple products.

It used to be possible to take a reasonable guess at the core device firmware software stack from the open source licenses list, but I haven’t seen one published for ages. 😔

Sonos a con artist firm I want my money back app fixed or replacement hardware FOC!!!!!  Intransigent company!!!!

Installed update 80.03.06.

Problem persists (logic, since there is no apparent associated firmware update).

One month later and still no response to this issue.

Sonos communicates (somehow) about missing features, but never acknowledges that some units would stop working.

One day later, it seems that there are some improvements.

Sonos might have the control to fix things server side, even if I have removed automatic updates on my controllers.

I successfully managed to listen to several Spotify songs in a row without interruption, and I don’t see any apparent disconnection anymore.

I also managed to play local files.

I would have been nice to get some feedback from sonos, and I can just hope that this will remain as it is.

I'm lost ...

I did the 80.03.07 update on the iPhone and the associated firmware update.

The disconnections are back, can no longer play local files.

Are there any developers who know what they are doing ? or have all the competent ones already left the company ?

Disconnections are often an indication of a local network issue, where the router is handing out bad IP addresses to the Sonos, when they request a new IP as part of the soft reboot process which is the firmware update.

Try unplugging all your a Sonos from power, then reboot your router. Give the router a couple of minutes to reload everything, then plug your Sonos back in to power. Give the Sonos a couple of minutes to reboot as well, and reconnect to your router. Then test.

If this doesn’t work, I’d recommend that you submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it.

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 phone folks, they have tools at their disposal that will allow them to give you advice specific to your network and Sonos system.

Thanks for the tips.
I'll give it another try, but :
More than a month ago (right after the 80.xx update), I called support about these new problems that suddenly appeared on all 9 of my Sonos devices.
Everything was working fine before the update.
We basically did everything you said and, probably because they were out of solutions, they told me to contact my router manufacturer (D-Link) about this problem.
Everything was working fine before the update and no router or configuration was changed.
They also said they could not use the diagnostic information I sent: their system could not read it.
When I told the assistant again that everything worked just before the 80.xx update and that it could not be a problem in my router, he hung up...

A few days later, just to be sure, I connected a sonos device directly to my Internet box (without using the router) and the problem was the same.

Unfortunately, there is never a guaranty when trying to diagnose an issue on a text forum, there just never is enough hard data to look at to do a more accurate interpretation. And certainly, we in the community can’t diagnose issues within the software, unless there is an admission from Sonos, which rarely happens. But at the least, I am a fan of providing Sonos (and frankly, any software company) hard details so that the issue can be ‘seen’ by those who are affecting a ‘fix’.

The fact that you couldn’t send a diagnostic at the time is troubling. I’m wondering if something has changed in the many releases over the last six weeks that may have changed that. 

My suggestion of a network reset will fix probably 80% of issues like yours, but not 100%, which is why I try to suggest the second route.

As in many cases, I suspect that customer service reps are variable in how well they’ve understood the training. Some will ‘get it’, some will work from scripts, and while that will help the vast majority of calls they receive, it won’t resolve your issue. Every time (three, if memory serves, but I’ve been a customer for a long time) that I needed to call in, I ended up with someone who understood, but your experience may be different. I’d suggest some persistence, rather than giving up after one attempt. The value of music in your home is too much to give up too easily. 

For what it’s worth, connecting a Sonos device to your router directly has zero impact on any potential duplicate IP addresses, it just changes the method by which they’re attempted to be accessed. 

Hopefully, your situation will get better.