Sonos app crashing and showing rooms not connected but are.

  • 13 December 2022
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86 replies

M
Userlevel 3
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“Unable to connect to sonos” and then crashed again

Diagnostics number 1920072242

Corry P
Userlevel 7
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Thanks @BvE91! - I’ve already forwarded it to an engineer

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
B

Still the same issue here. Tried everything. Spoke with support twice. I don't have a Roam. When logged off in the app everything work perfectly. This is not a network issue..

Diagnostics number: 212429496

M
Userlevel 3
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Yes while I was speaking to support !!! The problem happened while I speaking to support and I submitted ti diagnostic. Their trouble shooting was very illogical and resulted is nothing. 

Airgetlam

Have you done as requested in the post immediately before yours, so that Sonos can determine exactly what the issue is, and can create a fix?

Bruce
M
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App crashing, unable to find your sonos system is happening to me too ever since the last update. I have followed all of the trouble shooting steps I had no issues before the update. All my speakers will be playing music and the app will no longer find my system. I do find that when the app cannot find my system if I select all the speakers and deselect them in airplay then 90% of the time the app will find the system again. But i have tried it all, static ip, I have a boost, only one wifi router, changing frequencies making sure my wifi and boost are on different frequencies. I have even called support who were no support and wanted my ISP to fix their problem. How can we as consumers promote Sonos when all these problems happen, yes I am frustrated now but I think I have a right to be. I am convinced it’s the app based on my experience and looking at this thread I am not the only one. I am at a loss now this consumes so much time you need to make your product simple to use. I don’t have any other issues on my network just Sonos. 

Corry P
Userlevel 7
Badge +18

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.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
Corry P
Userlevel 7
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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!

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
K
Userlevel 2
Badge +2

@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. 

Dogdad
Userlevel 6
Badge +14

@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. 

U

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.

J


if it matters, the sub is wired; the beam is wireless. 

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.

Corry P
Userlevel 7
Badge +18

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.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
U

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.

Corry P
Userlevel 7
Badge +18

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.
 

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
B

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.

K
Userlevel 2
Badge +2

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. 

T

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
Userlevel 2
Badge +2

@ 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

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 

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.

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)
T

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…. 

Dogdad
Userlevel 6
Badge +14

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

T

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! 

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