Airplay "Unable to connect"

Hey Xander,

I have been emailing support and also over the phone with them this evening. I have done everything I can think of. We even unpaired my other surrounds from my beam (2 Sonos one) and tested airplay individually on them and it worked fine.

yes, is only the newest Sonos One I purchased 2 weeks ago. We did factory reset and everything they suggested. Turned off additional mesh wifi point and connected the device to the main one via ETH or Wifi, still the same problem. At this point, I can only think of a hardware malfunction after all tests we have done. 
 

 Lastly, yes I use HomeKit and just added the Beam + Surrounds to it, guess what happened when I tried to add the “Office” Sonos One. (See screenshot) 

Hi @dlac10, got it - thanks for trying that.

At this point it certainly does seem like an issue with the speaker itself, however I wasn’t able to find any clues in the diagnostic I’m afraid.

I can see that your case has been sent to our senior engineers for investigation though, and they should be able to get to the bottom of this with the information provided :)

Hi @Xander P 

Just wanted to find out whether the above was resolved? If so what was the solution? I’m having the same problem with airplay via iPhone which only seems to be an issue with the Sonos One. I have an Arc in the living room and its working with Airplay. When I try to add or airplay to the Sonos One in the office via HomeKit I’m getting the same error as above. Spotify and other services seem to work fine with the Sonos One using the S2 app. 

I’ve tried:

• Factory resetting the Sonos One many times
• Separating 2.4 GHz and 5 GHz wifi SSIDs and forcing the One to join the 2.4 GHz band.
• Even tried the specific network settings mentioned here (no ability to change airtime fairness on the router). 

At this point I’m thinking it’s either the router (Telstra smart modem gen 2 DJA0231 VCNT-A) or the speaker itself. 

If anyone’s managed to get this working please let me know. 

I’ve created a diagnostic report: 1757935601. 

Thanks in advance.

Hey @stien 

i got mine replace by Sonos. They sent a new one and worked without issues. 
 

I have some ocasional issues with AirPlay (dropping on/off) but are more related to the mesh network I have setup (Google Nest Wifi) which I haven’t been able to troubleshoot. However once Sonos replaced my old One, the new one works connected via Airplay without issues. 

Hi Sonos Team,

I too have the same problem with streaming audio from my Mac and iphone, although i have been able to stream before. Currently still able to stream music via Spotify and other skills supported by Sonos , but unable to play others audio through airplay.

The sonos app is on the lasted update, Mac is on BigSur (11.2) and iphone is on 14.7.1

I have done tones of factory reseting and still nothing works. currently, using 2.4 GHz band wifi. 

The speaker was recently fixed, since there are ants living within the speaker, by a third party since Vietnam does not have a certified retailer. But i find it odd that i can still connect and play music fine, except the Airplay function. Please help

I’ve created a diagnostic report: 68976479

Hi @Liz Dao 

As you have UniFi, I recommend you disable Airtime Fairness on your UniFi system. Reboot Sonos afterwards and test. 

I hope this helps.

The only thing I found to resolve the AirPlay connect issue was to delete the iOS app and reinstall it & start from scratch. Hard resetting the devices had no effect. 
 

I still get loads of crackling at the start of every track played on Apple Music or Spotify and the quality of surround sound changing throughout playing a track, its so bad I’m sure it will at some point damage the speakers and I shan’t be getting another Sonos set then.

I have an issue with using airplay, but, it works via spotify. I’ve tried everything! My diagnostic report is here960798441, any help is appreciated as I have thousands of songs on Apple Music but am forced to use the Sonos radio app instead!  

In most cases, issues with AirPlay 2 are device dependent. Every time I have had an issue, a full reboot of either my iPhone, or iPad, has resolved the issue. It hasn’t, so far over the last three years, been an issue with Sonos.

That being said, if you have an Apple Music subscription, why bother with AirPlay 2, why not just set up the Apple Music subscription in the Sonos controller?

To report back, Sonos found a hardware failure and have since replaced the speaker. Fantastic customer service in my experience!