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July 25, 2024

Update on the Sonos App from Patrick Spence

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  • July 25, 2024
  • 986 replies
  • 53971 views
Update on the Sonos App from Patrick Spence

Hello everyone,

We wanted to take a moment to address concerns regarding our new app that launched in May. At Sonos, delivering an exceptional experience is paramount to all that we do. Unfortunately, your experiences over the past several weeks have fallen short of our commitment to you.

Today, our CEO Patrick Spence published a letter that includes a detailed update on the progress we’ve been making and plans going forward. You can read the full letter here.

We sincerely appreciate your patience and continued support. We are working hard to earn back your trust and are more committed than ever to delivering a consistently great Sonos experience for everyone.

Thank you all for your patience,
Your Sonos Team

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      986 replies

      Show previous replies
      StefanT
      Trending Lyricist I
      August 10, 2024

      If your friends are in hospitality and using Sonos for functions, would they not just be using Sonos Pro instead?

      Or SoundTrackYourBrand to get rid of this Sonos play-doe product…

      Yeah, but it might be inconvenient and even cost a lot more to do that, particularly if the hardware is perhaps in situ already. 

      Yeah… but their products WORKS…………

      Ooohhh yes…. What do I HEAR???……. NOTHING…. I’m using Sonos products………..

      Ken_Griffiths
      Ken_Griffiths
      August 10, 2024

      If your friends are in hospitality and using Sonos for functions, would they not just be using Sonos Pro instead?

      Or SoundTrackYourBrand to get rid of this Sonos play-doe product…

      Yeah, but it might be inconvenient and even cost a lot more to do that, particularly if the hardware is perhaps in situ already. 

      Yeah… but their products WORKS…………

      Ooohhh yes…. What do I HEAR???……. NOTHING…. I’m using Sonos products………..

      Ah that’s just a school girl error where you’ve forgotten the speakers need to be plugged in. I will just say you’re not the first person to make that mistake and I’m sure you won’t be the last either.

      It’s quite easily done, I guess.

      StefanT
      Trending Lyricist I
      August 10, 2024

      If your friends are in hospitality and using Sonos for functions, would they not just be using Sonos Pro instead?

      Or SoundTrackYourBrand to get rid of this Sonos play-doe product…

      Yeah, but it might be inconvenient and even cost a lot more to do that, particularly if the hardware is perhaps in situ already. 

      Yeah… but their products WORKS…………

      Ooohhh yes…. What do I HEAR???……. NOTHING…. I’m using Sonos products………..

      Ah that’s just a school girl error where you’ve forgotten the speakers need to be plugged in. I will just say you’re not the first person to make that mistake and I’m sure you won’t be the last either.

      It’s quite easily done, I guess.

      Pay you electricy-bill, I have done but still doesn’t work….. ehhhhhh get back previous software and get your customers happy again.

       

      stop lying about other non existing errors!

      Ken_Griffiths
      Ken_Griffiths
      August 10, 2024


      ​​​ Pay you electricy-bill, I have done but still doesn’t work….. ehhhhhh get back previous software and get your customers happy again.

      stop lying about other non existing errors!

      I don’t use Sonos Pro, personally speaking.

      With my speakers powered though, there is always ‘Hope’ Stefan, as the below recording perhaps shows from my own Sonos App. If you’re inferring that Sonos Pro, or the App, is not working for you, then you can always go onto reproduce the issue(s) seen and immediately submit a Sonos system diagnostic report from within the App, note it’s reference and contact/chat with Sonos Support Staff via this LINK and see what the Staff can perhaps suggest to help you to resolve the matter.

       
      StefanT
      Trending Lyricist I
      August 10, 2024

      After spending about eight hours with support on and second line support, perhaps YOU would like a try?

       

      I have a lot of Sonos products but as we speak only two of them are availble, but NOT working.

      ALL devices responds to ping though….

      R999
      Trending Lyricist I
      August 10, 2024

      I hadn't seen he had been asked to stand down.  Cant imagine why  😂

       

      Hasn't even had the decency to reply to emails as he promised.  Still waiting for the Music Library (Error 913) fix promised.

      Do the things mentioned in this Sonos Support link not work for you. It seems that most people have this fixed now…

      If using MacOS, there is also a user-created guide with screenshots at:

      If using Windows, there is this thread too:

      I hope this helps.

       

      I’ve tried these fixes - I suspect the original poster has too - and none of them work for me and many others I’ve spoken to including professional installers. I’ve factory reset, I’ve endlessly rebooted, migrated to wifi off Sonosnet, played with firewall settings, eliminated old kit from my set up, the lot.  I have no idea if the issue is something other than the app - it could be some pesky setting somewhere I’ve overlooked but I’ve simply spent too long on this.  I do know I don’t get this sort of issue from any other smart home product I use and I’m drowning in them.  

        StefanT
        Trending Lyricist I
        August 10, 2024

        I have sent tons of diagnostics to support and been working with networks since over thirty years, so please, I’m not the guy that just bought a Sonos player at wallmart….

        StefanT
        Trending Lyricist I
        August 10, 2024

        I hadn't seen he had been asked to stand down.  Cant imagine why  😂

         

        Hasn't even had the decency to reply to emails as he promised.  Still waiting for the Music Library (Error 913) fix promised.

        Do the things mentioned in this Sonos Support link not work for you. It seems that most people have this fixed now…

        If using MacOS, there is also a user-created guide with screenshots at:

        If using Windows, there is this thread too:

        I hope this helps.

         

        I’ve tried these fixes - I suspect the original poster has too - and none of them work for me and many others I’ve spoken to including professional installers. I’ve factory reset, I’ve endlessly rebooted, migrated to wifi off Sonosnet, played with firewall settings, eliminated old kit from my set up, the lot.  I have no idea if the issue is something other than the app - it could be some pesky setting somewhere I’ve overlooked but I’ve simply spent too long on this.  I do know I don’t get this sort of issue from any other smart home product I use and I’m drowning in them.  

        I regret with you and if you find a working competent product instead of Sonos please let us all know.

        Ken_Griffiths
        Ken_Griffiths
        August 10, 2024

        I’ve tried these fixes - I suspect the original poster has too - and none of them work for me and many others I’ve spoken to including professional installers. I’ve factory reset, I’ve endlessly rebooted, migrated to wifi off Sonosnet, played with firewall settings, eliminated old kit from my set up, the lot.  I have no idea if the issue is something other than the app - it could be some pesky setting somewhere I’ve overlooked but I’ve simply spent too long on this.  I do know I don’t get this sort of issue from any other smart home product I use and I’m drowning in them.  

        What type of local library share is it, Windows, MacOS or a NAS box (make/model) and what version of the OS are you using?

        Have you confirmed the share is using SMBv2 or higher and that the user is set on the share as having read-only privileges with a password attached to that users local account?

        When entering the path to the shared folder make sure it’s the network UNC path - try it with either the netbios name, or if that doesn’t work, give it a go with the IP address instead - as examples…

        //MyPCName/Music or…

        //192.168.0.131/Music

        The above are just fictitious examples of course - then add the username (the account you’ve assigned as read only) and the password to the shared path in the Sonos mobile App - ensure the use/credentials apply to all sub folders and files within the shared folder too.

        When complete then run a scan and wait and see if the music library appears and is accessible.

        If that doesn’t work for you, you could always go onto try with a different folder and setup/share that from scratch perhaps with a few .mp3 tracks held in it for testing purposed, but ensure it’s shared across the LAN and again has an assigned user and password with read only credentials.

        Anyhow, there are other things that can stop shares, in addition to firewalls, for example on a Windows PC the mode of the local network connection by default is set to ‘Public’ that needs to be set to ‘Private’.

        A computers netbios name should not contain any spaces, or special characters and should not be longer than 15 alphanumeric characters.

        If the library share is on a drive linked to a Mac PC then see this link too about unsupported file systems…

        https://support.sonos.com/en-us/article/shared-folder-not-added-due-to-unsupported-file-system

        If all still fails after exploring these things then…it maybe best to reproduce the issue(s) seen and then immediately submit a Sonos system diagnostic report from within the Sonos App, note it’s reference and contact/chat with Sonos Support Staff via this LINK and see what the Staff can perhaps suggest to help you to resolve the matter.

        Ken_Griffiths
        Ken_Griffiths
        August 10, 2024

        After spending about eight hours with support on and second line support, perhaps YOU would like a try?

         

        I have a lot of Sonos products but as we speak only two of them are availble, but NOT working.

        ALL devices responds to ping though….

        If Level-2 Sonos Support Staff are dealing with the matter, then it’s probably best if they just continue to handle the matter with yourself - they no doubt will have the support reference and full details and I guess they will get back to you at some point.

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