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jdbryan1
Contributor II
June 21, 2021
Answered

Issue with Sonos App

Issue w/ Sonos App,

 

I continue to have issues with the new app on my iphone. Cannot open app as it freezes and shuts off after 15 seconds. It worked for a few days and then stopped. I am trying to upgrade my Sonos system with a new ARC so I need this to start working first. Have tried everything but nothing working at all. Please advise. Thanks

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Ken_Griffiths
Ken_GriffithsAnswer
June 24, 2021

Sonos is the ONLY app not working. There must be something I can do. Have “reset all setings” and no luck. Please advise. Thank you. 

As you have uninstalled/reinstalled the App and reset all your iPhone settings and the app is presumably still crashing on opening, you are perhaps best to speak to Sonos Support Staff who may perhaps ask to see your iPhone crash logs to see what’s going on.

Please see below info re iOS crash log reports (if they are requested).

You can perhaps chat/speak with the Staff via this LINK


Obtaining iOS crash log using a Windows PC

  • Open Start Menu and search for Run. 

  • Open the Run app,  type %appdata% in the text field and press Enter. 

  • In the AppData folder, browse  to Roaming > Apple computer > Logs > MobileDevice Note that you may find CrashReporter instead of  Logs. 

  • Search for the appropriate mobile device name, then look for the file by app name and time stamp. 

  • Attach the zip file of the crash log to an email and send to Sonos as requested.

HTH

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19 replies

GuitarSuperstar
Lead Maestro
June 21, 2021

Be sure you have the latest iOS installed. Delete the app, reboot your phone, and re-install the app. Go ahead and reboot your router too.

"Receive with simplicity everything that happens to you." - Rashi
jdbryan1Author
Contributor II
June 21, 2021

Have tried all these but will try again. What settings do I need to make sure my router has?

 

GuitarSuperstar
Lead Maestro
June 21, 2021

What model iPhone are you using? How much free storage space do you have on your phone?

"Receive with simplicity everything that happens to you." - Rashi
jdbryan1Author
Contributor II
June 21, 2021

Using Iphone 10. I have 20 GB of free storage. Have restarted phone, uninstalled apps, reset router. The app worked a few days ago for a brief time and then it stopped working again. All updates have been made to phone software a few weeks ago.

 

Ken_Griffiths
Ken_Griffiths
June 21, 2021

Using Iphone 10. I have 20 GB of free storage. Have restarted phone, uninstalled apps, reset router. The app worked a few days ago for a brief time and then it stopped working again. All updates have been made to phone software a few weeks ago.

Presumably the iDevice is not running on beta iOS software?

Here are a couple of things to perhaps consider…

Check that the Sonos App has been given access to the local network in the iOS Privacy Settings.

Perhaps see if switching off "Private Address" (MAC address spoofing) in your iPhone Network connection properties makes any difference …and as a further test, also ensure any mobile security (antivirus/VPN) software is temporarily disabled (if applicable).

jdbryan1Author
Contributor II
June 21, 2021

Thank you. Can you advise where / how I do this?

 

Ken_Griffiths
Ken_Griffiths
June 21, 2021
  • For LAN Access - goto the iPhone "Settings/Privacy/Local Network” and set the toggle switch for Sonos to ‘ON’.
  • For Private Address - goto the iPhone “Settings/WiFi” and select the information icon next to your local routers WiFi connection (that should also be the WiFi signal that’s in use by your Sonos devices) and toggle off the ‘Private Address’ option and rejoin the Network when prompted. 
jdbryan1Author
Contributor II
June 21, 2021

Thanks. Went through these steps and still not working. Anything else to try?

Ken_Griffiths
Ken_Griffiths
June 22, 2021

Try uninstalling the Sonos App on the iPhone and reinstalling it from this direct Sonos LINK. On startup of the App choose the option to connect back to the ‘existing’ Sonos system. See if that sorts it.

jdbryan1Author
Contributor II
June 22, 2021

Thanks for your help. Sorry again but no luck

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