Sonos app crashing and showing rooms not connected but are.

I am having the exact same issue after years of no issues. I tried rebooting and even a factory reset of all my devices. When I am not logged in the app everything works fine too.. It must be something with the app.

However, my Alexa devices also say “sorry something is wrong” since the issue started. I wonder if this is because of my sonos devices being connected to Alexa…

Everything else in house works fine. High internet speed and good signal. I did not change any router changes.

Hi All

We are aware of an issue causing the Sonos app to crash when the Sonos Ray drops offline in a Home Theatre setup, and we are working on a resolution. We currently have no timescale to share.

If you are experiencing crashes of the app under any other circumstances, please get in touch with our technical support team for the issue to be documented.

If a speaker is displayed as offline in the app when it is clearly online (can play music via voice, for example) then there is an issue on your network that is preventing the speaker from reporting back to the app properly. Again, I recommend you get in touch with our technical support team, who have tools at their disposal that will allow them to give you advice specific to your Sonos system and what it reports, though I’d certainly try a reboot of your router first.

I hope this helps.
 

Just to add my experience, on a brand new two device system, newly installed S2 app. Beam (gen 2) set up two days ago and Sub mini set up yesterday. Start playing a dvd, all works as expected. If I then open the app (14.20 on iPad iOS 15.0) and I am logged in, in System - Settings it says ‘[my system name] - Not connected’. If I then navigate to System - Products, it continues to say “Not connected”. If I then try to navigate further the app crashes every time. Both devices are still operating though.

if I log out and restart the app, everything looks as expected, including the Sonos System Information section showing both devices connected. I can navigate throughout the app with no issues. If I then Sign In, the app reverts to the previous, repeatable buggy state detailed in the first paragraph.

if it matters, the sub is wired; the beam is wireless. When I’m logged in, it’s the beam that is showing as ‘not connected’. The sub shows the same connection information if I’m logged in or not logged in.

Hi @ukwvkg 

Sub or Sub Mini perform much better when not connected with an ethernet cable - especially when part of a Home Theatre setup.

If you encounter app crashes for any reason other than tapping on an unconnected Ray, please get in touch with our technical support team to document the issue. Thanks.

This is a highly effective way to sabotage your system.  It would be much better to wire the Beam and not the Sub.  Failing that, don’t wire either device.

So *don’t* wire the sub … OK, I’ll give that a go, thanks. Wired was the only way it would complete the update(s) on setup so I just left it.

@Corry P .. you reply “ 

We are aware of an issue causing the Sonos app to crash when the Sonos Ray drops offline in a Home Theatre setup, and we are working on a resolution. We currently have no timescale to share.“ 

mentions only the Ray drops off line. I like others do not have the Ray but Arcs and still have the app crash at times. I’ll do a diagnostic next time and contact support but it would seem that it’s a problem bigger than when just the Ray is involved. 

I agree. I have Ones, Roam and Sub Mini and the app crashes or becomes unresponsive from time to time. 

Hi @Dogdad & @KiWi2106 

Then please do contact technical support, if you haven’t already - I have flagged this for someone to investigate, but additional cases and diagnostics all help.

Thanks for reporting!

Hi @KiWi2106 & @Tyeinstein - but also anyone else affected,

Could anyone who experiences an issue whereby rooms report being disconnected only when logged into the app please submit a support diagnostic after recreating the issue (being logged out and logged in) and report the given number here? Thank you.