Question

app wont recognise sonos speakers

  • 14 November 2020
  • 5 replies
  • 149 views

I have recently moved, set up new 5G connection, tv, phones etc all work. 
I have Play1, 2xPlay3 and Playbar…. all of these are working, however, the Sonos App won’t show my accounts, settings or speakers, even though they are working and being used as a surround sound for my tv.

I have spent about 6 hours trying to figure this out, I’m losing patients and getting increasingly annoyed.


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5 replies

Userlevel 5
Badge +16

Hi @MishyB73, welcome to the Sonos community. Thank you for bringing your concern to us and we appreciate your effort in checking this. I truly understand how you feel right now, let me help you out with this.

First, I’d like to ask some questions to understand what’s going on.

  1. Did anything change on your network like a new router, wifi name, or password?
  2. When you open the Sonos app, what are the options do you see? Can you send me a screenshot?
  3. What‘s the light status of your Sonos devices? Solid white?
  4. Have you tried rebooting your router?
  5. If you hardwire one of your speakers to your router, were you able to connect to your system?

If you can access your Sonos app, please submit a diagnostic report to further check on this and provide the confirmation number in your response. Let us know if you have any questions. We’ll wait for your reply.

 

Hi Rowena,

Thank you for your reply.

Re network/router, yes I went from an NBN connection to 5G, with a new router.

What is most interesting is that, I have the Playbar, and 2 x Play 3 speakers plugged in, and are used as the surround sound for the TV, ALL of these speakers are working!  Solid White light is on, surround is working!

I just cannot get the App to recognise the System.  I have connected to both the Playbar and 1 of the Play 3 a Ethernet cord on separate occasions, and the phone still won't recognise the speakers.

Yesterday I could see the App, but only from 

  1. yes new router/password
  2. will attach
  3. Solid white
  4. yes have rebooted several times, as well as unplugging all Sonos speakers and replugging in.
  5. All speakers are currently plugged in and working as tv surround sound

On my partners phone, you can see the account, on my phone, I cannot even get to the account page on the app.Preview attachment IMG-5251.PNG

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0?ui=2&ik=a2936bc36a&attid=0.2&permmsgid=msg-f%3A1683382506981549572&th=175c93789dbde604&view=fimg&disp=thd&attbid=ANGjdJ-LCJTXn2WWWOJ-8TcYnc1YOfUsglHKc-uwLLDviR6-LZrUkJF80CybxQIq8MNtutDeInGWjoQHSgYCWrmsC_vdIxZtS13rVsGLL4nzNp2wSFlldHp0FLNv7OA&ats=2524608000000&sz=w180-h120-df-p-nu

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Userlevel 5
Badge +16

Hi @MishyB73, thank you for your detailed response. The images and links that you provided seem to be broken, I can’t access them. Let me help you figure this out for you.

When you wired your Sonos device to the new router, the Sonos app should be able to find it. Otherwise, the mobile device where the Sonos app is installed and your Sonos are not in the same network. The other thing is, your new router settings are not yet configured to work with Sonos. If you have access to your router, you may need to check the following settings or you can ask assistance from your Internet Service provider.

Router settings

- The auto channel must be set to Off
- Choose the best non-overlapping channel (1,6,11)
- Set channel bandwidth to 20MHz
- Both 2.4GHz and 5GHz should be enabled
- UPnP should be enabled
- 802.11 bands should be set to b/g/n
- Airtime Fairness should be disabled (if applicable)

If after checking the router settings and the same issue will be encountered, please contact our Sonos Customer Care support to perform in-depth troubleshooting and understand your full network setup. 

Our phone support has the tools to check what's going on in your system and to remotely access your device to address the issue. 

Please feel free to reach out in the future if you have any other questions.

I am experiencing the same issue. The rest of my family can see the system, but my phone will not recognise it. Can it be an issue due to IOS 14? I have allowed the Sonos app to access my local network.

@PHAAA29 - Restart your Iphone, and if that does not help, try disabling “private address” in the Iphone’s wifi settings (click the blue “i” in your wifi name).

Double check in “privacy” settings that Sonos’s permission to local network has been saved.

However, I do not suspect disabling “private address” will have any effect, unless you have set up a MAC filter in the router. But could be worth a try.