Enthusiast II

Sub & Surrounds missing from the Android app occasionally

13 replies
435 views

Hi!

Recently I have found that my 2 SUBs and 2 Play 1 (surrounds) are detached from my living room HT setup, but they are not actually detached, but just from the Android app… That is when I check from “System”, it just shown “Arc” but not “(x2Sub + surrounds)”. It’s not showing “?” but nothing. Therefore, I couldn’t adjust the volume level of my Subs and surrounds. However, they are actually still linked with my Arc as usual.

This happen occasionally and my only solution is to uninstall the app and reinstall it, then everything back to normal… Just wonder any of you encountered the same?

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W

wilwong829Author

Enthusiast II

Tried changing the SonosNet channel but didn’t help… So I can only uninstall and reinstall the app whenever this happens… Not the end of the world but just find it strange because my wife use the same phone but she never encountered this.

Corry P

Sonos Staff

Hi @wilwong829

Not the end of the world but just find it strange because my wife use the same phone but she never encountered this.

That changes things! If your wife uses the same model of phone on the same Sonos system and never sees the same issue, then the issue is more than likely happening on your phone. I recommend a reboot of your phone, and please also make sure it is up-to-date.

If this doesn’t help, there could be a conflicting app on your device - though it would be some work to identify which. Presumably, it’s an app that your wife does not use. I would certainly try cleaning out old apps that you no longer use, as a starting point. If you have a VPN on your phone and your wife does not, that’s definitely worth checking.

If your phone was provided by your workplace, there could be some management routines/rules in operation that only your work would be able to adjust/remove.

Finally, if you’ve made any device-specific connection rules on your router that affect your phone and not your wife’s, then you could try disabling these rules.

In the meantime and until you find the source of the problem, you should find that resetting the app is as effective as reinstalling the app but takes less time and effort,

I hope this helps.

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

W

wilwong829Author

Enthusiast II

Hi @wilwong829

Not the end of the world but just find it strange because my wife use the same phone but she never encountered this.

That changes things! If your wife uses the same model of phone on the same Sonos system and never sees the same issue, then the issue is more than likely happening on your phone. I recommend a reboot of your phone, and please also make sure it is up-to-date.

If this doesn’t help, there could be a conflicting app on your device - though it would be some work to identify which. Presumably, it’s an app that your wife does not use. I would certainly try cleaning out old apps that you no longer use, as a starting point. If you have a VPN on your phone and your wife does not, that’s definitely worth checking.

If your phone was provided by your workplace, there could be some management routines/rules in operation that only your work would be able to adjust/remove.

Finally, if you’ve made any device-specific connection rules on your router that affect your phone and not your wife’s, then you could try disabling these rules.

In the meantime and until you find the source of the problem, you should find that resetting the app is as effective as reinstalling the app but takes less time and effort,

I hope this helps.

Thanks again for your kind reply!! :) I think resetting the app will be the best option for me as it’s much easier!

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