Sonos UNREACHABLE from Google HOME

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 [107.23.17.48] 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.