Sonos app crashing and showing rooms not connected but are.

  • 13 December 2022
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86 replies

K
Userlevel 2
Badge +2

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

I am having literally the same issue.  I just spent over an hour with Sonos support and they still couldn’t figure out the issue.  I have had the same “setup” for years (same router, same speakers).  But recently, the system on the app completely crashes.  It will say that a whole bunch of speakers are “not connected” (in fact, most of not all of them) even though the speakers are operating just fine and still playing music, etc. 

Interestingly enough:  The system works 100% FINE (all speakers identified, all speakers and rooms working as normal) if I “LOG OUT” of the app (ie, connect to the system but just stay logged out of the app).  It’s only when I LOG INTO the app does the entire system (on the app) crash and say “NOT CONNECTED” with a red symbol beside it.

I suspect this is a systematic bug in the Sonos system and that it will need to be patched if enough of us complain. 

To be clear:  as long as I use the system while not logged into the app, the system is 100% fine (every speaker, every zone works perfectly).  It’s only when I log “INTO” the app that the app goes haywire and says every speaker is NOT CONNECTED.

Very strange.

This is what my system looks like when I log in (it says a ton of speakers are NOT CONNECTED, even though they are and working fine)

 

 

AND here is the same system as long as I just “log out” of the app:  Every speaker in every zone in my house works 100% perfectly.

 

​​​

Corry P
Userlevel 7
Badge +18

Hi @Dogdad 

I think the main change was adding French to Sonos Voice Control.

You may well have a point, however:

https://support.sonos.com/en/article/release-notes-for-sonos-s2

Current software version

 

14.20

Release date: 12/6/2022

 

In this update:

  • Sonos Voice Control is now available in French.
     
  • Sonos products will now show a status message in the System tab or the Settings menus when they’re offline. We’ll be rolling this change out to all users over a few days after release.
    • Products that are offline or disconnected will no longer disappear from the app. Instead, they’ll show a “not connected” status message. Tapping the name of the product will launch in-app help to get it reconnected. Learn more.
    • Portable Sonos products will let you know if they’re in sleep mode, powered off, or if the battery has been depleted.
    • If a product is disconnected and you’d like to hide it from the app, you can do so under the product’s menu in Settings > System.
       
  • Roam has two new Bluetooth settings which can be enabled in your Roam’s settings page.
    • Idle Auto-Disconnect will disconnect the Roam from its Bluetooth device after an idle period of 30 minutes.
    • Always Auto-Connect will connect your Roam to its most recent Bluetooth device when it detects it nearby.
       
  • Bug fixes and performance enhancements.

 

Apologies - I didn’t quite catch on to the fact that you were, in part, reacting to the new behaviour from the app regarding disconnected devices (or ones from which no response has been received, for whatever reason, as is your case).

So the fact that you can see disconnected devices in the app is now expected behaviour, but the fact that they are showing as disconnected is not, if you get my meaning - you will now be shown that devices are missing, but that’s obviously not what we want to see. In addition, the app should clearly not have crashed when tapping on a “disconnected” device to attempt to fix the problem. My advice regarding what may be causing the issue remains, however, and still applies. Please do contact our technical support team to not only investigate the issue with your network, but also to document the app’s unwanted behaviour - at this stage of a new feature’s roll-out, it really would be most helpful. Thank you.

If you still have the video of the crash that you tried to post here, tech support will find it very useful, I’m sure.

I hope this helps.

 

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
Dogdad
Userlevel 6
Badge +14

@Corry P ..thanks for your response.. I still wonder on the timing if this with the 14.20 update. And what exactly does the 14.20.1 do or fix? 

Corry P
Userlevel 7
Badge +18

Hi @Dogdad 

I’m glad to hear things have improved.

It’s an issue with many networks, yes. You said it yourself - the speakers still work, so are clearly still connected. Therefore, for some reason, communications between your phone and your Sonos system are being partially blocked.

Aside from possible topological concerns, there could be a source of multicast flooding on your network - if so, certain packets may be unable to reach their intended target, resulting in what you see.

Assigning static IP addresses to your permanently-connected devices may improve matters.

If you do have a single, ethernet-wired Sonos device, it may be worth changing the ethernet cable - an unstable connection due to a damaged cable could also produce such results.

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 - it’s better than guessing.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
Dogdad
Userlevel 6
Badge +14

Hi @Dogdad 

Are you now able to see your rooms in the Sonos app once more?

Edit: Or rather, do they no longer show as disconnected?

They show back up as connected. Then later another room or two or three show as not connected. However, all speakers are working fine when this happens. So I don’t see why it would come up on the app like this. Evidently, it’s an issue with many as it’s been posted a lot in FB Sonos group forums. 

Corry P
Userlevel 7
Badge +18

Hi @Dogdad 

Are you now able to see your rooms in the Sonos app once more?

Edit: Or rather, do they no longer show as disconnected?

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
Dogdad
Userlevel 6
Badge +14

@Corry P .. I tried posting a video of the app crashing but only able to post pics.. hopefully it doesn’t persist.

Corry P
Userlevel 7
Badge +18

Hi @Dogdad 

I don’t know - that’s pretty unusual behaviour. I presume it had to do with trying to open the settings of a room that’s “disconnected”, but that shouldn’t have caused the app to exit. Nothing in the app is likely to be able to fix whatever caused this to happen, however, so I don’t recommend spending too much troubleshooting time in the app other than to check if rooms are connecting to it again.

This really looks like a networking issue, though I presume nothing has changed or you would have mentioned it - hence the recommended reboot of the router. If you have a single, ethernet-wired Sonos product, please try a reboot of that too, after rebooting the router.

If your network topology consists of anything other than just a router, please let me know.

I hope this helps.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
Dogdad
Userlevel 6
Badge +14

@Corry P thanks for your reply and checking. Why would the app crash and go to iPhone Home Screen? 

Corry P
Userlevel 7
Badge +18

Hi @Dogdad 

Thanks for your post!

Unfortunately, the app cannot tell the difference between your Sonos devices being offline and it simply being unable to communicate with them. I just checked your system from the cloud and it’s all currently online.

I recommend checking which WiFi your phone is connected to, and if that’s correct, reboot your router by switching it off for at least 30 seconds.

Rebooting your phone and considering any recent app installs that may affect networking (like VPN software) is also worth trying.

I hope this helps.

 

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