Contributor I

Answered

Sonos UNREACHABLE from Google HOME

Forum|Forum|1 year ago
November 24, 2024
157 replies
8492 views

Whenever I try to link google to Sonos I get that SONOS IS UNREACHABLE error.

This has been ongoing for the past 4 days since I got my new device. At this point I am better off returning it and sticking to another brand of speakers.

This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.

Best answer by Corry P

Hi @Kazamaza et al

We now consider this issue to have been resolved with yesterday’s update. If you still encounter issues, please ensure your Sonos system and app are up-to-date, and if the issues persists, 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.

I hope this helps.

Show previous replies

Corry P

Sonos Staff

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.

Should everyone in this thread just log a case with the tech support team so that all customer would have a case number to formally log there is an issue with Google Home connection?

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.

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

Corry P

Sonos Staff

Hi @Mrvonwyl

I can imagine that @Corry P is instructed to drag this one along, in order to expire as many warranty periods as possible.

Imagine it all you want - it is nonsense.

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

B

Beltor

Trending Lyricist I

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.

Should everyone in this thread just log a case with the tech support team so that all customer would have a case number to formally log there is an issue with Google Home connection?

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 “here-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 to do 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.

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

I will call @SONOS tomorrow again.

B

BlushingTurtle

Lyricist III

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.

K

KazamazaAuthor

Contributor I

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

Thank you, Corry

Corry P

Sonos Staff

Hi @Kazamaza

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

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

Z

Ziariello

Lyricist II

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.

Gionos

Enthusiast II

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.

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..

B

BIGBRAZZO

Lyricist I

Still Not working ...

Ken_Griffiths

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

Show more replies

Sign up

Login to the community