Answered

All services gone...

  • 18 November 2016
  • 44 replies
  • 597 views

Userlevel 2
Badge
Apple Music. Gone.

TunedIn Radio. Gone.

I tried deleting Apple Music, and can't even re-add it now. I suppose next up on the list is unplugging router and re-setting.

Guys....guys....guys.

Your hardware is great.

But I work at a software company. And I've got to say - your implementation of Apple Music is not good. The integration is shoddy to begin with - many Apple Music features (indicators for explicit content, ability to "like" songs / artists, etc.) not implemented. For months, people like me and others on here couldn't get the new Apple Music stations to show up. To get them, you had to do a workaround by playing the station in the native Apple Music app, and then it would show up in Sonos recently played list.

And now, out of the blue, it just goes belly up and goes away.

So, so, so frustrating. I can't say it enough. And the most frustrating part is that my only recourse at this point is to post irritated messages in your community like this. And I'm sure I'll get a "we're working hard on it" response. And I'm sure you are! But the bottom line is that my experience as an end-user kind of sucks at times.
icon

Best answer by Ryan S 21 November 2016, 19:22

Hey guys, thanks everyone for jumping in and helping out. This thread got a lot red herrings and I wanted to jump in and clarify a few things. As Chris_bye's last post said, it's a known issue with some iOS 10 devices and certain ISP/DNS services. We are working with it right now and you can find some more details here.

If you run into trouble with your services missing, you can use the steps in that other thread to resolve the trouble. You'll need to adjust the DNS settings on your iOS device or on your router. Some of the affected ISPs don't allow you to set default DNS settings on the router, so you have to do it on the router. And for COGECO there's an extra step you might need to take too.
View original

This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.

44 replies

Userlevel 2
Badge
Following Ryan's instructions on the other thread worked! On Arris router, I found the setting recommended by Ryan and that did the trick! Able to add/browse services again on iOS 10 devices; don't need to override their DNS settings - they're just picking up default ISP DNS settings.

Will monitor over the next few hours to see if it holds....

Thanks!!
Userlevel 7
Badge +26
Hey guys, thanks everyone for jumping in and helping out. This thread got a lot red herrings and I wanted to jump in and clarify a few things. As Chris_bye's last post said, it's a known issue with some iOS 10 devices and certain ISP/DNS services. We are working with it right now and you can find some more details here.

If you run into trouble with your services missing, you can use the steps in that other thread to resolve the trouble. You'll need to adjust the DNS settings on your iOS device or on your router. Some of the affected ISPs don't allow you to set default DNS settings on the router, so you have to do it on the router. And for COGECO there's an extra step you might need to take too.
Userlevel 2
Badge
Yeah, bummer. In that other thread, Ryan the Sonos tech says it's a known issue that they're working on, so hopefully they'll sort it out. In the meantime, now that I've at least added Apple Music back in with my daughter's iOS 9 device, I can limp along with this limited functionality.
Hi Chris. Bad news. The only remaining suggestions I have are:

1. Having made the DNS changes you have to both phone and router, do another complete router / network reboot.

2. Get on the phone to Sonos Support, who may need to escalate you to tier 2 support, but who can actually see what is going on in a way that none of us can.

I'd be interested to hear how this pans out.
Userlevel 2
Badge
Scratch that.

It's reverted, as described by one of the posters in the other thread and is now showing the same behaviour as before. Says I can't connect to Apple Music, SoundCloud, or TuneIn Radio.

Sigh.
Great that it's resolved.
Yay!
Userlevel 2
Badge
I don't know if it's the done thing to private message other users for support - I'm honestly not sure of the etiquette. If anyone can help it will be @ratty, but I think he should be allowed to join in if he so chooses.

BREAKTHROUGH!

I had tried adding the Google DNS servers, and those alone didn't do the trick. I added the OpenDNS servers to the list, as well as their IPv6 servers. After adding the OpenDNS servers, everything came back - I can now browse all music services on my iOS10 device.

Wow - what a convoluted path to resolution...
I don't know if it's the done thing to private message other users for support - I'm honestly not sure of the etiquette. If anyone can help it will be @ratty, but I think he should be allowed to join in if he so chooses.
OK. It might need Sonos Support to take a detailed look, when that is next available to you. They can remote access your system if need be. At least you now have the means to play music, although clearly this issue needs to be resolved.
Userlevel 2
Badge
Might this be relevant?

https://en.community.sonos.com/controllers-software-228995/ios10-sonos-controller-cant-connect-to-music-services-6740059


Funny - I searched the Community for iOS10 and found the same thread. I've looked at it and changed all my DNS servers to the Google ones (8.8.8.8; 8.8.4.4), but that doesn't seem to do it for me. But I think I'll go and ask those guys over on that thread and see if they have any other suggestions.
Might this be relevant?

https://en.community.sonos.com/controllers-software-228995/ios10-sonos-controller-cant-connect-to-music-services-6740059
Userlevel 2
Badge
I suspect Sonos are powerless to do anything about adding Apple Music via desktop. I imagine it's an Apple thing, but can't be sure. To the best of my knowledge Apple Music is the only streaming service you can't add via desktop (although I can't be totally sure about that either)

I reckon you're right - last night I happily added SoundCloud via the Mac desktop.

I have made some progress, or at least learned something new.

I recalled that my daughter's iPod didn't make the jump from iOS 9 to iOS10; iOS 10 wasn't supported on that gen of iPod. So I got her iPod, and guess what - happily added Apple Music using that. Also can browse TuneIn Radio and Soundcloud on her iPod, just like I can on the Mac.

So the culprit here is definitely something about iOS10.1.1, because:

1) I can browse / add services via Mac desktop app.

2) Browse / add services (including Apple Music) via iOS 9

I'll keep digging....
I suspect Sonos are powerless to do anything about adding Apple Music via desktop. I imagine it's an Apple thing, but can't be sure. To the best of my knowledge Apple Music is the only streaming service you can't add via desktop (although I can't be totally sure about that either)
Userlevel 2
Badge
And maybe temporarily change your router DNS to Google servers too? I must admit I'm a bit hazy on how all these things interact.

I wondered about that too...I'll try phone DNS option first, since this is how the Mac is set up and it seems to be working fine.

(I really wish you could add Apple Music via the Mac - could that go on the Sonos dev wish list!?)
And maybe temporarily change your router DNS to Google servers too? I must admit I'm a bit hazy on how all these things interact.
Userlevel 2
Badge
Incidentally, when you have a wired component so that SonosNet is running you must have the Sonos channel set to something different from the router channel, to avoid interference between the SonosNet and wifi segments of your LAN.

I only had it wired because I was changing the WiFi network settings for the Sonos. After doing the set-up, I was able to unplug it and go back to all wireless.

Everything works in terms of connectivity of the system - I can group players, ungroup, play separate music....all the Sonos functionality that you'd expect is there.

Only thing is this inability to add / browse any service on the iOS controller.
Userlevel 2
Badge
I found this but it sounds like you may have tried some of these already

http://www.iphonehacks.com/2016/09/fix-ios-10-wifi-problems.html


I have tried these, but in a bit of a haphazard manner. I think what I need to do, in order is:

1) Reset phone network settings.

2) Reboot modem / router.

3) Try reconnecting to WiFi.

4) Change phone to use Google DNS (like my Mac is).
Incidentally, when you have a wired component so that SonosNet is running you must have the Sonos channel set to something different from the router channel, to avoid interference between the SonosNet and wifi segments of your LAN.
I found this but it sounds like you may have tried some of these already

http://www.iphonehacks.com/2016/09/fix-ios-10-wifi-problems.html
Userlevel 2
Badge
I had the same ploblem some months ago.
I found after long search I saw the problem was caused by the wifi settings on my IPhone and IPad.
After an IOS update there was something changed in the WIFI DNS settings.
Correcting the wifi settings on your IPhone will probably the solution.


Do you have any recollection as to what you did to correct it? As I understand, you can change the DNS settings for various WiFi connections in the phone for a given network. I'll have a Google around, but if there's anything you think of please don't hesitate to throw it out. I'm just throwing stuff at the wall and seeing what sticks...
Userlevel 2
Badge
Also, I wasn't clear what you meant by having a dedicated channel on your router broadcasting to Sonos. Please would you explain?
Which prompts another question, although I doubt it is relevant... do you have a dual band router and if so, is your phone connecting to the 2.4 or 5 GHz band?

How does the Mac connect to your network - wired or wireless?


By the "dedicated channel" I meant that what I tried was to change the router from broadcasting on an "automatic" channel to broadcasting on a dedicated channel (channel 11) and in the Sonos setup (which had to be done temporarily wired with an ethernet cable) changing its channel to 11 as well; along the lines of Jeff S' suggestion above.

The strangest thing here is how I can add and browse services (except for Apple Music, which as you note can only be added via iOS controller) on the Mac, and not on the phone. I've gotta check out the post below about how the phone is connecting versus how the Mac is connecting to the network.

Mac is connected wirelessly. One thing I noted is that for my Mac, I had gone in some time ago and set it to use Google DNS servers (8.8.8.8; 8.8.4.4) all the time. Maybe I need to do that on phone too.

Router is dual band; I noted that the only channels that Sonos seems to scan is the 2.4 GHz band. Not sure which one phone connects to - I think it pics whatever's best, but again, this isn't anything that changed recently and I keep coming back to why it just up and quit.
Userlevel 2
Badge
I had the same ploblem some months ago.
I found after long search I saw the problem was caused by the wifi settings on my IPhone and IPad.
After an IOS update there was something changed in the WIFI DNS settings.
Correcting the wifi settings on your IPhone will probably the solution.
Also, I wasn't clear what you meant by having a dedicated channel on your router broadcasting to Sonos. Please would you explain?
Which prompts another question, although I doubt it is relevant... do you have a dual band router and if so, is your phone connecting to the 2.4 or 5 GHz band?

How does the Mac connect to your network - wired or wireless?
The Mac versus iOS thing is interesting. As you may or may not be aware, Apple Music cannot be added using a desktop controller so that is not an issue with your system, just the way things are. Do you have a friend with an iOS or Android device who you'd be happy to allow to connect to your network? They could download the Sonos app, and you could see if the same issues arise, and potentially see if you can add Apple Music and if it can then be accessed from the Mac.