Sonos app crashing and showing rooms not connected but are.

As a quick update: spent another 1.5h on the phone with Sonos support. More things happened but un-resolved still. I was “promoted” to level 2 support and am supposed to get a call at some point to do further troubleshooting. So, TL;DR: still no resolution but maybe at least inching closer to someone figuring it out.

Hi @KiWi2106, @MichaelGG, @R C

Thanks! - I’ve forwarded your diagnostics to an engineer.

Hi @KiWi2106 @MichaelGG @R C & @BvE91 

Firstly, thank you so much for responding.

I passed your diagnostics to an engineer, and he’s reported back that in all these cases your systems/speakers are having issues with their cloud connections, which goes some way to explaining the behaviour you see - when the Sonos app is logged-out of, the app no longer uses the cloud for determining that the speakers are online, and sees them through local discovery instead.

Rebooting your system and/or router should help with this, but if you want to be as sure as possible that it’s been resolved in one attempt, please do the following:

• turn off (unplug) your Sonos devices
• turn off your router for at least 30 seconds
• wait for WiFi to return
• if you have ethernet-wired Sonos devices, turn these back on first - wait for solid, white lights before continuing
• turn on [the rest of] your Sonos system

If you still see this issue after performing these steps, I would encourage you to contact technical support for assistance in fixing the cloud-connection issue.

Obviously, this is all due to a new feature - please be assured that we are keeping a close eye on how things go with it in general, but in these cases we see the reason for the behaviour reported.

I hope this helps.

@Corry P : thanks for this. Unfortunately, at least for me, I have rebooted so many times I lost track. We tried wired, wireless, rebooting only some devices, rebooting the router, etc. The explanation makes sense but it still does not explain why the speakers can’t connect to the cloud. I went through all this with sonos support. You say this is a new feature, when did it appear? It was definitely working fine at some point soi am curious to know what new feature you are referring to. Thanks!

@Corry P : Thank you! I followed your instructions - let’s see how it goes.

I have to say prior to the last update the Sonos experience was next to perfect - I had zero issues with the app and the sound was extraordinary. I really hope Sonos will bring it back up to par. 

See @Corry P’s reply on page 1 of this topic.

@Corry P Thanks for the feedback.  For the last 3 days the Sonos app has improved and has been connecting for about 90% of the time.  I have made no changes to my network at all over this time as I have been too busy and had just given up but I did notice an improvement. I have also tried the steps you mention above countless times which makes no difference. One thing that I have noticed is that when the Sonos app tries to connect and fails I go to airplay on my phone I select 2 speakers and then deselect them and then the Sonos app will instantly find my system. This is why I believe that there is a problem with the app and Sonos cloud and that this is not a local issue. I still experience immediate app crashing when the app is opened on some occasions. There isn’t even anytime for the app to find the system as it crashes instantly, another reason why I believe the Sonos app has problems.  

I’d also like to add that if my local network had issues I would also expect other devices etc to have issues however it is only the the Sonos system that has issues on my network nothing else - and yes I have trouble shooted by turning off other devices in case of interference and this makes no difference. 

There has definitely been something that has changed that has caused all these Sonos performance issues as up until recently I didn’t have these issues. You have mentioned that there is a new feature that you are monitoring, can you please explain this further?

I appreciate your efforts so far but based on my experience that I have tried to articulate as best as I can above I still feel that there are issues with the Sonos app/cloud that is causing these problems and I hope that your engineering team is still trying to fix these issues that are impacting Sonos users. 

Thanks 

Hi All,

The new feature I was referring to is the fact that disconnected rooms now show as being disconnected in the app, rather than disappearing entirely.

I understand that this is frustrating, and that many of you have already tried the steps I outlined above - but, if those steps don’t work, and if we’re unable to repair your cloud connectivity, then that may be indicative of an underlying issue that will need cases with documented steps taken to move discovery forward.

Or, it may be that you were already experiencing these connection issues but it was not previously apparent due to the old app behaviour. I don’t have access to the metrics, but I’m sure if there’s an uptick in connection issues, we’re on the case.

Thank you all.

Hi @Corry P I am not convinced by your response at all, you have also not even acknowledged everything that I have put in my post above. Particularly the app immediately crashing and how selecting speakers in airplay helps the app to find my system. 

In regards to your comment about an uptick in connection issues, you would probably find that if you went out on another wider platform like Facebook (that is if you haven’t already) and asked for feedback there would be a greater response than relying on this thread which is not easy to find and only targets a small proportion of your customers who have the ability and time to trouble shoot like the users above have. Also my experience when contacting Sonos support is that it is too easy to blame everything on the customers network and not actually dig deeper into the issue so there may be more users impacted than you may think.

So I can’t say that I am a happy Sonos customer and I hope that you are doing more to fix these stability issues on your platform.

Thanks again

Hi @MichaelGG 

My last reply here was a response for everyone here who had replied since my last post, and I was trying to keep in generic. Apologies.

Regarding the app crashing, we are aware of an issue causing the app to crash when the Sonos Ray drops offline in a HT setup, and we are working on a resolution. We currently have no ETA to share. If this doesn’t match the description of the crashes (an app crash is when the app exits altogether, or completely freezes - if anything else is happening, it is not a crash) you experience, I can only recommend you touch with our technical support team - if you haven’t already done so regarding this particular issue.

We have performance metrics from our servers and from each and every Sonos system (no identifying info is used). While I have colleagues who do monitor such third-party sites as Facebook, we don’t only rely on customers actually noticing and reporting to find out if there are problems.

As for the AirPlay behaviour, I have not heard of this before, but I’ll certainly bring it to the attention of an engineer - in fact, I just heard back from said engineer that it might be related to mDNS as AirPlay uses it for local device discovery, and so do we (partially). Again, it’s probably indicative of a local network issue. Thanks for bringing this to our attention, however - I’m sure it will be useful. I’ve added a note to your existing support case to reflect this information, but this doesn’t change the status of your case, which is currently expired - you’d need to get back in touch for it to be opened again. More on this in my next reply here, coming shortly.

Please be assured that we are actively investigating this logged-in/logged-out behaviour, but have not yet identified an actual issue. When a large majority of technical issues relating to networking are due to the network, it’s necessary to carefully verify that the remaining issues are not, or further investigation is wasteful - for those customers it can be unfortunately tedious, but for the much larger majority issues are identified and usually resolved.