Sonos app crashing and showing rooms not connected but are.

  • 13 December 2022
  • 86 replies
  • 2720 views
Dogdad
Userlevel 5
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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? 

 

Corry P 1 year ago

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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86 replies

Corry P
Userlevel 7
Badge +18

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.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
M
Userlevel 3
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Thanks @Corry P for passing this information to your team, hopefully these issues can be resolved soon. 

R
Userlevel 2
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@Corry P : sorry for the delay -- my computer was having a mind of its own. At any rate, I did respond to an email with link to a video showing the behavior: I started logged int and showed how the system does not show up. I then logged out, restarted the app and showed that the system that fully there and showed that it was stable across app restarts (either force restarts or just restarts). I then logged in again, showed that the system disappears pretty much right away (this is not always the case but frequently) and that it does not reappear across restarts. I logged out and tada, system back to being visible. I responded to an email from Christopher (tier 2 support).

 

Thanks for passing it along.

 

Thanks,

Romain

 

Corry P
Userlevel 7
Badge +18

Hi @R C 

Thanks for that - I’ll forward your case details.

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

Hi, I am having the exact same issues. I have a super simple setup. No ray, vpn or anything. I have a Move, two One speakers, a boost, bar, sun and two surround speakers.  It literally just started doing this today. The Sonos One speakers no longer activate Alexa, and none of the speakers are connected in the app.  When I try to click on one of the speakers, the app crashes. 
 

it just seems odd that SO many people are having this issue. There must be something going on. 
 

Anyone that can provide assistance?  

 

C

I am having the same issue - checked all sonos devices connected to router -- same as phone using sonos app.  It is the same configuration  that has been used successfully daily for ~2+ years. Randomly lately, the app cant find devices and appears same as posted earlier in this post. Even though the sonos devices were verified to be connected to the router (have IP address etc),  I tried disconnecting / reconnecting, resetting router, etc., to try to recover the system functionality.  Issue did not resolve during several subsequent hours attempting recovery.  The next day, the issue did recover without further actions.    This is the second or third occurrence of this type of failure in the last few weeks.

R
Userlevel 2
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At least for me, this is still being looked at by support. They asked me for much more detailed logging and what not and am waiting to hear back. I hope this is fixed soon!

C

Thanks. Me too.

B

So, this same thing happened to me this morning. My Roam wouldn’t connect for some reason. I tried restarting it and my router. Then it started working fine, connected, and I was listening to radio grouped to my beam and surround speakers too, then everything stopped. Saying it couldn’t connect to the internet. I restarted my router again. Computer was connecting to internet fine. So was phone. But app would show the same thing as above -- speakers not connected, even though at this point I was watching TV with the surround speakers working just fine. And the Sonos app would just crash if I tried to ‘reconnect’ any of the speakers. This happened over and over again. In the end, I just shut my iPhone down completely for about a minute, then restarted. The app now doesn’t crash, shows that my speakers are connected and playing the TV and everything appears to be back to working order. 

R

Mine is working fine now too!  🤷🏻‍♂️ 

K

Hi. I’ve had this problem for a few weeks now too.

 

the app is stable after a phone restart for a couple of times but soon goes back to crashing.

 

if I sign out of my account then the app is stable and works fine

C

Mine is recurring randomly pretty much daily now. I havent tried logging out of the app, but have everything else  (e.g., close/restart the app, reboot the phone, restart the router, power cycle each Sonos device, etc.) Quite frustrating after the same devices and configuration has worked flawlessly for over 2 years until recently.

jgatie

Mine is recurring randomly pretty much daily now. I havent tried logging out of the app, but have everything else  (e.g., close/restart the app, reboot the phone, restart the router, power cycle each Sonos device, etc.) Quite frustrating after the same devices and configuration has worked flawlessly for over 2 years until recently.

 

Classic symptoms of IP conflicts, and rebooting the router and/or devices can exacerbate the situation if not done correctly.  These will cause sporadic connections, disappearing components, etc. To solve, reboot/power cycle each of these in order:

Modem
Router
Hubs or switches
Wired Sonos components
Wireless Sonos components
Computers, printers
Phones, tablets, all other wireless devices

Note you can prevent duplicate IP dresses by reserving a permanent IP for each Sonos unit in your router setup. See your router manual for details.

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C

Thanks for the suggestion. I have not set up static IPs for each sonos device, and that is a good idea. In the cases where I have attempted a recovery, the order described was used.  However in my case the Sonos devices all have obtained (and retain) IP addresses on the router throughout the “failure incidents”. The only place the sonos devices disappear is in the sonos app.  

C
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Having same issue.

I’ve had a stable system for well over a year…. that’s when we last changed router (it’s been fine before that too).

Then in last 24-36hrs, I have devices regularly disppearing from system and app has the red dot saying they are missing.

I can reboot everything but they then only rejoin the system randomly, not on reboot.

Airgetlam

Your router is likely ‘lost’ in its ability to hand out IP addresses. Unplug all Sonos devices from power, and then reboot your router to reload its firmware. Give the router a couple of minutes to settle down, then plug your Sonos devices back in to power. 

Note, this is essentially exactly the same answer as given by @jgatie above. 

Bruce
R
Userlevel 2
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I know it is easy to blame the local network setup in a lot of these situations and I am not saying that local network doesn’t cause any issues but, at least in my case and, I am sure, in other people’s cases as well, there seems to be something more going on here (ie: it’s not always a case of “you’re holding it wrong”). I still have a pending ticket with Sonos and confirmed that they were still looking into it. They believe the issue was always “there” but was made more visible recently by an app update. In my case and many others, everything outside the app works great (music plays fine, etc) so it is not always an easy problem to spot.

M
Userlevel 3
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@R C I agree I have very similar issues, I have no problems with anything else on my network just Sonos. I  too believe that there is more going on here as well. The knee jerk reaction seems to be to immediately blame the local network. 

C

I agree also… I have verified at the time of the issue occurrence that each Sonos device has an IP address on the router. And this is the same configuration that has previously performed flawlessly for 2+ years.

Z

Same issue

 

C

I’m having the same issue as well. Very frustrating. Not loving Sonos these days. 

Airgetlam

Have you taken the actions suggested by @jgatie above?

Or followed the request posted by @Corry P ? 

Simply saying “me too” doesn’t really advance recognition of what the issue is, they need hard data. 

Bruce
Dogdad
Userlevel 5
Badge +14

Finally seem to have resolved this issue that so many are having. I got rid of cox cable and went with AT&T fiber optics. Came with a Gateway router/ modem and 500 speed. 30 connected devices and so far hasn’t missed a beat. 

R
Userlevel 2
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I do agree that providing hard data is useful. However, having gone to the process and having been finally put in touch with a support engineer, I can also say that Sonos could make it easier. I spent many hours going through the motions with them to rule out my network. It’s frustrating after a while. Imho, it would be nice if Sonos would make it a bit easier and also trust that not all issues are attributable to local network problems. I am sure there is a mix of reasons but at least in my case and others I am sure, it was not something we did. A good indication is if something breaks after nothing changes on the customer’a side; that’s a fairly strong signal that Sonos is responsible for the issue and not the customer. In this case Sonos seems to have rolled out a new feature which clearly was not fully tested. 

Dogdad
Userlevel 5
Badge +14

I do agree that providing hard data is useful. However, having gone to the process and having been finally put in touch with a support engineer, I can also say that Sonos could make it easier. I spent many hours going through the motions with them to rule out my network. It’s frustrating after a while. Imho, it would be nice if Sonos would make it a bit easier and also trust that not all issues are attributable to local network problems. I am sure there is a mix of reasons but at least in my case and others I am sure, it was not something we did. A good indication is if something breaks after nothing changes on the customer’a side; that’s a fairly strong signal that Sonos is responsible for the issue and not the customer. In this case Sonos seems to have rolled out a new feature which clearly was not fully tested. 

Don’t know if it’s just coincidence..but as you can see when I created this subject of having the sudden issues was right after a Sonos update. Never had an issue before the update and have had Sonos for 3 years, in every room of my house. 

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