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ConOne
Trending Lyricist I
August 17, 2020

Unable to use Sonos app on Android after latest update

 

This is what I'm greeted with every time I try to use the Sonos app. I'm currently on Android app version 12.0.4. I've tried uninstalling and reinstalling 12.0.3 which worked fine before this update but I'm having the same issues with that. I've completely reset all my speakers and set them up again this time using an iPhone.

Everything works fine from the iPhone app.

I have a 5.1 setup, 2 Ones, a sub and an arc. Turning the arc off and back on again allows me in as far as the main Sonos app screen but if I try to select any sound source e.g. Sonos Radio, TV etc. the app force closes and I am greeted with the 'Sonos keeps stopping' window every time I try to open it.

This has made my almost €2000 setup impossible to use/control. Very disappointed.

I'm using a OnePlus 7 Pro on Android version 10.

 

I feel like I've tried everything and only an update to the so Sonos app might fix this but any help would be greatly appreciated as this has been going on for close to a week now. Thanks!

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    49 replies

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    Feesh
    Feesh
    Lyricist III
    August 23, 2020

    I'm also having the same problem as of last night. All was working well on my OnePlus 8 Pro, then suddenly the app started crashing on launch. Uninstalls, cache clears haven't resolved the issue.

    No app or phone OS updates occurred between the app working fine and the app crashing constantly. 

      Feesh
      Feesh
      Lyricist III
      August 23, 2020

      Sorry for double post, but just made an interesting observation. 

      If I open the app while connected to my WiFi, the app immediately crashes. 

      If I turn off WiFi on my phone, open the app, then re-enable WiFi, the app stays open and works fine with my Sonos system.

      I've submitted diagnostics from my android app, in case it's of any help (1299674877). 

      Kyle A
      Kyle A
      Retired Sonos Staff
      August 23, 2020

      Hi @Feesh, thank you for reaching out and welcome to the community.

      I see that you’re also having crashes with the Sonos app; I’ll be more than happy to check the diagnostic for you. 

      I would like to verify as well, if you have the same Operating System as @Petsky; please check your phone's OS version in the phone settings.

      I checked the diagnostic, same scenario with @ConOne’s Controller logs; It’s filled with errors.

      If you do have the same version as @Petsky, I would suggest calling Phone support to escalate the issue. We could have a conflict with the 10.5.12.IN11BA update from One Plus.

      If you have other concerns, feel free to reach out.

       

      Help others find useful content by clicking the like button and selecting the best answer to your question
      Feesh
      Feesh
      Lyricist III
      August 23, 2020

      Hi @Kyle A

      Thanks for the quick response. I can confirm that I have the same phone OS version as @Petsky

      Hopefully this can be resolved soon. 

      Kyle A
      Kyle A
      Retired Sonos Staff
      August 23, 2020

      Hi @Feesh, thank you for the update.

      Yes of course, once the issue is reported and a case has been created.

      Our engineers will look into it, as this can potentially impact other users with the same OS version.

      We’ll just have to wait for them to roll out a patch. 

      If you need further assistance, feel free to reach out.

      The community is here to help.

      Help others find useful content by clicking the like button and selecting the best answer to your question
      randman01
      randman01
      Lyricist III
      August 25, 2020

      Oxygen OS 10.5.13.IN11AA on One+ 8 Pro - Sonos S2 keeps crashing after I installed the OS update. Like many of the threads above I get the message that “Sonos keeps stopping” when I try and open it. I’ve uninstalled S2, shut down the phone, started the phone, reinstalled Sonos S2 and the behavior continues. I know for a fact that this issue is related to the latest Oxygen release as my wife can still use Sonos on her old Galaxy without an issue. 

      I'm too old to be a good guitar player, just playing to have fun...
        randman01
        randman01
        Lyricist III
        August 25, 2020

        I did speak with support today on this and opened a case “ref:_00D1N2JMtd._5002KpHCg3:ref “. They didn’t promise a timeline since this was a “new” issue and needs to be researched. 

        Oxygen OS 10.5.13.IN11AA on One+ 8 Pro - Sonos S2 keeps crashing after I installed the OS update. Like many of the threads above I get the message that “Sonos keeps stopping” when I try and open it. I’ve uninstalled S2, shut down the phone, started the phone, reinstalled Sonos S2 and the behavior continues. I know for a fact that this issue is related to the latest Oxygen release as my wife can still use Sonos on her old Galaxy without an issue. 

         

        I'm too old to be a good guitar player, just playing to have fun...
          Feesh
          Feesh
          Lyricist III
          August 26, 2020

          Not sure if this is related:

          Just updated Android app and Sonos firmware across my Sonos devices and it's worse now! 

          App still crashes, but now I can't get Atmos from any source (native Samsung Netflix app, which delivered awesome Atmos; Disney+ via my Nvidia Shield Pro 2019, which also gave great Atmos). 

          It seems the new update has fixed nothing and killed my Atmos! 

          Any help would be appreciated!

          Submitted fresh diagnostics, in case that helps (512427199)

           

          And, suddenly, Atmos has returned, without any further intervention from me. 

           

          I'm baffled. 

          randman01
          randman01
          Lyricist III
          August 27, 2020

          I did speak with support today on this and opened a case “ref:_00D1N2JMtd._5002KpHCg3:ref “. They didn’t promise a timeline since this was a “new” issue and needs to be researched. 

          Oxygen OS 10.5.13.IN11AA on One+ 8 Pro - Sonos S2 keeps crashing after I installed the OS update. Like many of the threads above I get the message that “Sonos keeps stopping” when I try and open it. I’ve uninstalled S2, shut down the phone, started the phone, reinstalled Sonos S2 and the behavior continues. I know for a fact that this issue is related to the latest Oxygen release as my wife can still use Sonos on her old Galaxy without an issue. 

           

          I did get a request today from Jaymes in support, he asked that I send them a “crash log” from my phone. That’s been sent and they’ve been provided the link to that log.

          I'm too old to be a good guitar player, just playing to have fun...
            RTJ3
            Contributor I
            August 28, 2020

            Same issues here on a standard One Plus 8. As soon as I open the app it shuts down. Installed Sonos S2 on my girlfriends iPhone and it’s working fine.

            I’ve tried reinstalling to no avail. However, it does seem to stay open if I turn wifi off first, open the app then turn wifi back on. 

            I’m on Sonos S2 version 12.0.5 and Oxygen OS build 10.5.10.IN21BA.

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