latest S2 app wont recognise remote control

Are you attempting to control Volume from the iOS lock screen?

In the future I suggest that you refrain from Factory Reset of SONOS gear unless instructed to do so by SONOS support or a senior Community member. Unnecessary Factory Reset rarely cures fundamental issues that are likely in your case.

At this point I think that you should work with SONOS phone support.

No the setup remote control does not work on the iOS app after a factory reset of the playbase in s2 ( ir). After spending ages on this and getting more frustrated I’ve tried the android Sonos app and it works fine. So this testing proves there is a bug in the iOS Sonos app which is not present in the android app. Clearly a QC issue.

It depends on when you last updated your controller. Apple has forced SONOS to remove the capability of controlling Volume from the iOS lock screen. However, some Apps, such as SPOTIFY can control Volume from the lock screen while using their App to play directly through the phone. Note that Google has also removed the capability of SONOS Volume control from the Android lock screen. If this is still working for you, don’t update.

With respect to using an IR remote, the Factory Reset probably defeated that. Setup IR control again.

I’m not sure why you keep refers to the lock screen? I never mentioned that.  I said that setting up the IR remote no longer works on the latest iOS Sonos app.  Of course when you factory reset you have to set this up again, but this currently does not work with the latest Sonos iOS app as mentioned above.  I’ve set up and reset the playbase approximately 3 times in the last year and setting up the IR remote has worked fine with the iOS app (Hisense 55U7A), but currently this no longer works.  However as I mentioned, the setup remote control  function still works correctly with the android sonos app.  This proves there is a bug in the latest iOS Sonos app which isn’t present in the android version.  Fortunately as we have an android device in the family I was able to get this working again.  Just frustrating that days were wasted looking for solutions because Sonos have bugged the latest iOS app.  However all is still good with the android app.

There is something unique about your situation. I suggest that you work with SONOS phone support.

Hey Buzz

I’m not sure your point here.  My post has identified a bug with the iOS version of the Sonos app which is 100% not present in the android app, as I have evidenced.  Hopefully this will be useful for anyone else who is trying to get the setup remote control to work and is realising it currently does not work with the iOS app.  There is nothing for me to work with the support team with.  The remote control setup now works I have found - if you use the android Sonos app.  Just an annoying bug in the current version of the ios Sonos app.

I’m not sure the app does anything, besides starting the system to check for an ir remote. There still might be something wrong with the iOS app telling the system to start the procedure though.

Yep the issue is only present on the iOS app

Comments given here in the Community do not automatically get noticed by the development team. If you formally go through SONOS phone support, incidents will be registered in the formal development queue.

I must say it’s very antiquated for the dev team not to have an active interest in these forums.  For example on the Sonos official Reddit channel, Sonos do monitor it and therefore comments like mine are picked up and are investigated. I have no reason to raise with support as I have found a work around but I was feeding back for reference to the community and Sonos Support. Sonos are failing customers by not following these forums. Or perhaps it’s a sign that it considers these forums an outdated form of communication nowadays….and put their efforts into Reddit instead which seems to have much more visibility with Sonos support.

I’d guess you’ve never worked with a dev team before. 

Sonos moderators seem to float all concerns / suggestions made in these forums, I would assume in some relatively quickly digestible format. As, I expect, occurs with the Reddit data.

In my past, I had to actively keep devs out of public forums, as they’d both get distracted with invalid data, as well as perception issues about severity and impact of issues. As well as spending too much ‘work’ time consuming the data, rather than fixing the issues. There were others whose job it was to assess and then schedule their efforts. I’d certainly hope that is the way Sonos’ dev teams manage their time. 

Regardless of whether or not your remote works with Android (as the reverse is also prevalent in this community) after a Factory Reset the remote setup must be performed again for the Playbase. 

Also, you should know that iOS and Android can be opposite of each for any given issue. Eight (8) months ago you were praising iOS vs Android in the thread below:

Glad I found this. I use Sonos playbar +sub/surrounds systems in multiple rooms and have always had a swift ir remote setup. Always been impressed by it. 
 

just got a playbase and during setup it just gives me the “We Didn’t Detect Signal…” error using the iOS app (which I was made to update today). Funny enough if it only errors out as soon as I press volume up on my remote. 
 

if anyone has updates on this, I’d be very eager to learn how to resolve this. 

What kind of TV? There have been some folks reporting that Hisense seems to, as near as I can tell, use a ‘rolling code’ which confuses Sonos (I think). In general, re-running the Sonos controller process to register the IR remote works. 
 

TV remotes that use Bluetooth or RF won’t work with the PLAYBASE, but usually the TV’s manual tells you how to set the remote to IR.

For what it’s worth, Sonos stopped making the PLAYBASE in August of 2020, so getting one ‘new’ would be pretty hard. 

This is a TCL tv. Ive used a playbar in this room, it is now in another room with a different tcl tv, and I use these ir remotes in other rooms with my other Sonos systems. 
 

I replaced the playbar with a playbase. When setting up the playbase the app made me update. 

My playbase isn’t new I bought it second hand, but very well taken care of. No signs that it could be a hardware issue due to miss-handling. I’ve bought plenty of second hand Sonos products with 100% success so far. I’m really hoping this is a software issue. 
 

what’s most peculiar is that I get the error as soon as I click the volume up button on my ir remote as instructed in the setup wizard. Another reason why it feels like a software glitch.  

Might help, might not, to know for sure if you’re using S1 or S2, but then it shouldn’t really make a difference. I’m assuming you’ve tried resetting the IR on the TV’s remote, and reset up the IR recognition in the Sonos controller?

I’d probably call Sonos Support to discuss it.

When you speak directly to the Support staff, they have tools at their disposal that will allow them to give you advice specific to your network and Sonos system.

You may want to search these forums for particular issues with TCL TVs as well, if I remember correctly, they’ve come up before with issues. 

I can confirm it is indeed an app software glitch. 
 

luckily my wife’s iPhone still hadn’t updated the app as mine had been after being prompted during setup. 
 

while on my phone, app updated today, it kept telling me the ir remote wasn’t recognized, on my wife’s phone it got a similar “didn’t recognize” message but proceeded to ask me to click volume up 3x, then volume down 3x, and lastly mute 3x. And now it works. I remember having to do this in the past during previous installs of my play bars. 
 

hopefully this is just an app issue that they’ll solve soon otherwise I’ll have to make sure at least one of us holds out using the old app as long as possible. 

I’m not familiar with the TCL IR commands, but some remotes send different Volume commands depending on how long you hold the button. This can make teaching a command to SONOS tricky. If you press the IR button quickly a single command will be sent, while press and hold may send a string of different commands, possibly not ending until the button is released. Another type of command is not correctly learned unless you hold the button until SONOS acknowledges that the command is learned. The Android or iOS device is only involved while you are teaching the soundbar IR commands. Once the IR Volume commands are learned, the IR remote can be used for soundbar TV Volume adjustments while the Android and iOS devices are powered down.

Yes, what I think is happening is that the new IOS update has a glitch in the ir setup wizard. It’s supposed to have that “learning” phase where you click the three different buttons three times, as I did on my wife’s phone which hadn’t updated the Sonos app recently, but it just refuses to recognize. 
 

it is definitely an issue with the app. While the app doesn’t have anything to do with the operation of the system, it is the main interface for the system setup. Since the setup process has a glitch, it is keeping people from completing the setup which results in the inability to use an ir remote; as was my case. 

So it seems this is an issue across different tv manufacturers with the latest iOS app.  At least I can confirm it works with the Sonos android app.  So that is a work around for now (if an android device is available).  But again poor QC from Sonos to botch the iOS IR remote learning functionality on the iOS app lol.

Thank you for posting this. Had exactly the same issue and iOS instantly jumping to not recognised when you press remote button. Went through a myriad of daft Ai suggestions, good to know forum searching can still come to the rescue 😎 Used an old Android device and that app doesn’t have the issue.

Thank you so much for posting this. I’ve just used the android app to setup my Sonos Ray after spending several hours on the phone talking with Sonos support who didnt indicate the issue was the iOS app.

Immediately solved by using an old android device aswell 

No problem!  Slightly concerning they have no clue about this lol.