Did you try to take the battery out of ir remote, wait a few seconds and put the battery back into remote control? Battery status is ok….? Already tried a new battery?

I have the same issue. It used to work perfectly, but had to reset my Playbar due to some other issues. 

Looks like a software bug to me:

https://share.icloud.com/photos/03aAgDtJe8q8cl_D9gxZnnQhQ

I have the same exact in app experience as shown in the video trying to setup a new xfinity remote for my playbase

I’d be tempted to reboot the PLAYBAR or PLAYBASE. 

If that fails, I would submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it. But don’t post the resulting diagnostic number here, they get sensitive about GDPR.

There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.

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.

Reddit has been full of this report in the last few days - the app is broken.

I am a Ray user and just bought my first Sonos. I have the exact same problem.

IR remote control detection scene is obviously behaving abnormally and proceeds on its own without waiting for the IR volume app/down operation.

This is a fatal problem for products that do not have an HDMI return like Sonos Ray.

I knew about the Sonos app problem, but since it has been a year, I bought it believing that the basic problems have been solved. I am very sad:(

Users will not get angry if a complex new feature causes a problem, but if a basic function causes a problem, not only beginner users like me but also salespeople will be angry, and it is better to be aware that you will be disliked by retailers who are working hard in reality.

I hope this problem will be solved soon before I start to dislike it:(

Yes, this is it. I have the exact same problem. There's no way around it, I can't set it up at all. It's the worst.

Follows:

https://www.reddit.com/r/sonos/comments/1jjt1ni/ir_remote_setup_fails_before_it_starts_on_playbar/

Yes, some users already confirmed that yesterdays firmware update fixed the ir remote bug. 

Thanks for letting me know, the firmware update seems to have fixed the issue.

The sound hardware is very good and I'm very satisfied.

Thanks to Sonos for their continued commitment to their software:)