Headliner III

Sonos app crashing and showing rooms not connected but are.

86 replies
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So I’m watching a Dolby Atmos movie and all is good. I happen to open the Sonos app and see rooms that say not connected and has the red dot by each. So I go to open a room that says no connection on the app and the app crashes to the iPhone Home Screen. Also, one of the rooms listed as not connected is my main tv room. But, I never lost any sound from the Arc, sub, or Ones and watched the entire movie with no interruptions.Then the bathroom room disappears on the list of my system , and two kitchens appear. Then tv room appears twice listed. Never happened before. Wondering if it’s the same on my iPad. Ideas?

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Pinned Reply By Corry P

Hi All

I have one more request - could some of you please record a screen-capture video of the logged-in/logged out behaviour? Our forum won’t allow the uploading of videos, but if you could attach it to a reply to the last email you received for an existing, related technical support case and let me know here when you have done so, and I’ll forward it to our engineer buddy again. Or, upload to YouTube and paste a link here, if that’s easier for you. Thank you.

Please don’t post any case numbers or email addresses - I’ll be able to find your cases with a quick search.

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K

KiWi2106

Avid Contributor I

Hey,

I am experiencing the same issue. I do have an iPhone SE 2020 and the app keeps crashing, it will show my system as not connected even though upon restarting it a couple of times the system will reappear. It‘s been a real problem ever since updating to 14.20. Please fix the app - the problem is clearly on your side and not on our network.

T

Tyeinstein

Lyricist II

I agree with KiWi2106 - if I restart the app enough times eventually the speakers will all show as connected….but I have to restart the app about 10-15 times to finally get it. More often than not, if I just open the app, it shows every speaker as “NOT CONNECTED”

however, as soon as I “log out” of the app, everything shows up as connected perfectly.

very strange issue, but just started since 14.20 so hopefully someone is working on this issue… we can’t be the only ones!

DogdadAuthor

Headliner III

@Tyeinstein .. have you done the 14.20.1 ( applies to speakers only) ? After I updated to this I have no issues.

T

Tyeinstein

Lyricist II

Yeah, all 11 of my speakers are all 14.20.1.

I am considering just “factory resetting” every single speaker and rebuilding my entire setup from scratch...maybe even with a new email address and creating a new account and everything so that there are no traces to my old account. The issue only exists when I log into the app. If I stay “logged out” of the app, the system works perfectly (I just can’t do certain things like update the system, etc).

It’s so annoying that I might just start from scratch and hope for the best….

Smilja

@Tyeinstein, It may suffice to reboot the router followed by all of your Sonos devices.

»And the world is like an apple whirling silently in space, Like the circles that you find in the windmills of your mind.« (›Windmills Of Your Mind‹ [1967]. Music by Michel Legrand ; English lyrics written by Alan & Marilyn Bergman)

jgatie

Yeah, all 11 of my speakers are all 14.20.1.

I am considering just “factory resetting” every single speaker and rebuilding my entire setup from scratch...maybe even with a new email address and creating a new account and everything so that there are no traces to my old account. The issue only exists when I log into the app. If I stay “logged out” of the app, the system works perfectly (I just can’t do certain things like update the system, etc).

It’s so annoying that I might just start from scratch and hope for the best….

Don't factory reset, it does nothing to help that a reboot won't do.

Your symptoms are classic indications of duplicate IP addresses. These often show up after an update or power outage because a reboot requires the device to request a new IP, and the router, having lost track of current IP assignments, issues a new IP that is in use by another device. To cure this, do the following:

Reboot/power cycle your devices in the following order:

Modem
Router
Switches or hubs
Wired Sonos units
Wireless Sonos units
Computers/printers
Wireless devices - phones/tablets etc.

Allow each device to come back up before proceeding to the next. Note you can prevent this from happening again by reserving IP addresses for your Sonos devices in your router setup. See your router manual for instructions.

T

Tyeinstein

Lyricist II

Thank you, both. I’ll try doing that again. I have already tried unplugging the modem, router, and every single speaker and maybe more slowly (one by one) plugging everything in that sequence. It didn’t work for me before, but perhaps need to do it slower.

the only thing that worries me is that the system does in fact work completely fine, but only when I’m signed out of the App. If I’m signed out, every single speaker and system works as it always has. It’s just when I “log into” my account in the app does everything go “NOT CONNECTED”, which is why I think it’s a problem with my sonos account itself somehow, not my IP addresses or system. But I will try before I reset everything and set up a new sonos account.

just very strange the system would work fine when I log out, just crashes when I log in

K

KiWi2106

Avid Contributor I

@ Sonos: Ever since updating to 14.20.1 my app keeps crashing, I am not able to see my system and I cannot start my speakers.

What happened? Please fix this, this is becoming a major nuisance and problem.

and yes, I’ve restarted both my Router and my speakers and there have been absolutely zero changes to my network.

T

Tyeinstein

Lyricist II

Mine too. However, by chance…. do you run a VPN in your house? I was having the same issue as you, but I just disconnected the VPN in my router and it appears to have fixed the issue (no crashes since I disconnected).

Now…. with that said: I’ve been running a VPN in my house for 4 years, and never had an issue with my sonos system even once….. but since I updated to 14.20.1 it seems the VPN is the cause of my system crashing. Might be the same for you….
wondering if something new in the 14.20 update (like the silly feature of seeing all your disconnected speakers) goes haywire with VPNs

K

KiWi2106

Avid Contributor I

Mine too. However, by chance…. do you run a VPN in your house? I was having the same issue as you, but I just disconnected the VPN in my router and it appears to have fixed the issue (no crashes since I disconnected).

Now…. with that said: I’ve been running a VPN in my house for 4 years, and never had an issue with my sonos system even once….. but since I updated to 14.20.1 it seems the VPN is the cause of my system crashing. Might be the same for you….
wondering if something new in the 14.20 update (like the silly feature of seeing all your disconnected speakers) goes haywire with VPNs

Thanks for your update. I really appreciate it :)

I am using Apple’s iCloud Private-Relay but this isn’t systemwide, is it? It should only be for Safari/web browsing and mail.

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