Hi everyone

First, my apologies. I understood this issue to be recent - it has certainly been affecting many more people in just the last 2 weeks or thereabouts, and that is what I was going by up to this point.

It does seem that this issue has been extant for quite a bit longer than that, and I was not aware of that. Though, given that the impact has clearly changed, there might be two similar issues here, with one being older than the other - as we are still investigating, I don’t know.

Yes, yes, a thousand times, yes! 

Always!

The single best way of getting an issue resolved - especially if it is a software bug - is to call in about it. We base our priorities on how many people are affected, and how bad the end results are for them. The number of people affected is based on the number of extant cases relating to an issue, and not on how many people mention it here in the Community - Community reports are largely seen as “hear-say” because our programmers have no proof that the issue is not due user error. Only after troubleshooting, gathering of diagnostics and documentation of your network topology is completed can we take a report from a customer up to the point of having software engineers look into it - there are simply not enough of them for us to work things in any other way.

Only if a behaviour is sufficiently strange/unexpected, or easy for us to replicate, can we skip these steps. That is not the case here, as far as I can determine.

Given the amount of time this issue has been happening for, I now wonder if it is even something that we can address - it may be that only Google can do so. Again, I don’t know, but it is certainly possible.

Edit: corrected grammar.

Hi ​@Mrvonwyl 

Imagine it all you want - it is nonsense.

Now this is way better answer, your should mark it as best answer instead of your previous one.

I will call ​@SONOS tomorrow again. 

In fairness, although I believe this symptom can be caused by a variety of underlying issues (that have produced prior threads), I suspect the larger scale issue we're experiencing is a recent change.

I appreciate that Sonos replied; let's give Corry P a break and some appreciation for being here and keeping us in the loop.  Hoping for an update next week.

I've called Sonos twice already and will call them again tomorrow. 

Thank you, Corry

Hi ​@Kazamaza 

If you have already called twice in relation to this issue, I don’t think another call will accomplish much.

Let’s be honest here.

The issue is due to the lawsuit currently taking place between Google and Sonos that ended up in court.

Google has to pay Sonos over $32.5M after the verdict, and as we all can  imagine this is now affecting the partnership between the companies which at the end affects the customers.

I will give Sonos a few more weeks as the return deadline of my Sonos Arc is the end of January.

If the issue is not addressed by the end of December, I will return the product and look for another brand.

I choose Sonos for the seamless integration and I will not stay whether this doesn’t work.

Are you serious? A lot of users posted screenshots to show you what you already know…

And how it is easy to replicate!!

GA is not working…

Opening ticket at this time is waisting time! 

Did all customers opened a ticket regarding of the new apps? I don’t think so…

If Sonos ignore Community, then it should close its own community! Useless like status.sonos.com

Please, but please.. 

Still Not working ...

It seems it is a known issue (at least for some users), Sonos Staff have said they are investigating the matter.

See thread LINK

It's nice to investigate, the problem hasn't just been there since yesterday. There are also forum entries from two years ago where there were problems like this. If there is no solution in the next week, that's it for me with Sonos and I'll send my device back.

I just talked to costumer support on live chat and they are confirming that they have a known problem and are working to fix it. I asked them a couple of times to confirm that they really are working with the issue. 

From chat: 
Understood. At the moment we have a known issue, I need to Inform that we are aware of the issue and we do not have an ETA on a fix, but we are working on it to fix it.

So hopefully they will do as promised. And hopefully before 2026 

Hi ​@Corry P 

It seems that there is DNS problem with your authentification records. When Google tries to connect to Sonos - we are all getting error messages, this is why you guys cant see the problem in your local labs. you are using internal DNS records. If you can provide me with the link/IP to check, I can adjust my records on my own DNS manually and test it for you. you could send it to me via private messages, I can test it for you. We are all would like to resolve the issue ASAP.

Thank you

​@Corry P 

I checked the log-files on my DNS, and found out that the request made from google home when Sonos authorize users going to login.ws.sonos.com. I checked the availability of this service, and its not available from my home and office network networks.

Please forward it to your IT department.

C:\Users\Yuri>ping login.ws.sonos.com

Pinging login-service-public-prod.pdsw-devops-prod-1.us-east-1.prod.k8s.sonos.com o107.23.17.48] with 32 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Request timed out.

Ping statistics for 107.23.17.48:
    Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),

Hi ​@gagaren 

It’s a good idea, but as most of us work from home these days, it doesn’t fit. My work PC uses a VPN, but my Sonos system knows nothing of it.

Edit: I will get back to you on the ping results, however.

Hi ​@gagaren 

Thank you - it sounds like this might be of great help!

@gagaren.

Are you able to share how you did your testing?

From what I know, a server may not respond to ping because it is configured as such, or rather the firewall.. But the services work.

If it were to be a ping story, I would be very very surprised...
And there would be a lot of worries about the ability of Sonos engineers to find/solve a problem.

I also think that access to Sonos is not only useful for Google Home. The rest seems to work, for example, you can always log in remotely to your installation (https://play.sonos.com/en-us/web-app)

Hi ​@Gionos 

Yes - apparently it is a K8 server. I have no idea what that signifies, but apparently it won’t respond to pings by design.

Thanks though, ​@gagaren - it was worth flagging!

I don't envy Sonos having to deconstruct what calls Google is making to understand what's failing.  Unfortunate that the two companies don't have a better relationship - this is potentially an issue on the Google side rather than the Sonos side.  As customers, we are caught in the middle.

​@Gionos 

play.sonos.com responds to ping requests. Why would they implement authentication with restrictions for their services, but leave media access unrestricted?

Same problem in Germany, very disappointing...

Previous setup:

Google assistant with youtube music, until it stopped working

Workaround setup:

Signed up for amazon music unlimited for a 3 month trial.

Added Alexa to my sonos, which allows me to control tv, govee lights etc, but won't add sonos speaker (complains that it needs sonos skill adding to alexa, which it has).

Installed sonos voice control, which can be added as well as alexa (unlike GA, which can't be added at the same time). Linked amazon music unlimited to sonos.

Voice commands:

Alexa for home automation.

Hey sonos for amazon music.

Not ideal, but gives me home automation and music via voice control until either sonos fixes it, or they reveal a new subscription based service.

Sonos has repeatedly and publicly denied, both here and in the press, that they have any plans to start a subscription service.

Sonos not reachable error. Absolute farce.

The whole system is not currently fit for purpose. So sad to see. 

Moving house soon so looking for suggestions of alternatives. Anyone?