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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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Ken_Griffiths
Ken_Griffiths
June 22, 2021

Thanks for your help. Sorry again but no luck

How many Sonos products are setup already on your local network (not including the Arc), that you mentioned were working previously? Were they running on the Sonos S1 App (black icon) or S2 App (gold icon)?

Also having uninstalled the S2 App (not the S1 App) on your iPhone X and reinstalled it, presumably you were connected to the local WiFi, what happened on opening the reinstalled S2 App?

bockersjv
bockersjv
Local Superstar
June 22, 2021

Do you have a BT Homehub router per chance?

Ken_Griffiths
Ken_Griffiths
June 22, 2021

Do you have a BT Homehub router per chance?

User is from Nashville in the US - the App was/is crashing on opening. I’m surprised the uninstall/reinstall hasn’t fixed the issue. Maybe it’s time to try/borrow another controller device just to see what happens in that situation? That said, it would be nice to establish what router (make/model) is being used in the setup.👍

 

    bockersjv
    bockersjv
    Local Superstar
    June 22, 2021

    Do you have a BT Homehub router per chance?

    User is from Nashville in the US - the App was/is crashing on opening. I’m surprised the uninstall/reinstall hasn’t fixed the issue. Maybe it’s time to try/borrow another controller device just to see what happens in that situation? That said, it would be nice to establish what router (make/model) is being used in the setup.👍

     

    That’ll teach me to scan read a thread!

      jdbryan1Author
      Contributor II
      June 22, 2021

      All I have set up are 2 play 1’s that are about 3 years old. It worked fine a few months ago and then stopped when I went through an IOS update. Then, it briefly worked about a week ago but now not working. I have ATT internet 1 gig speed. Router brand is Pace. I tried to pull up the app at someone else’s home the other day that had a Sonos system and same result - app freezeed (never made it to the home screen) and crashed after 10-15 seconds. So, my thinking is that it has to be something with my phone - a setting that isnt right. Thanks for your help!

      Ken_Griffiths
      Ken_Griffiths
      June 22, 2021

      I have the iPhone XS running iOS 14.6 and that’s working okay here, so it sounds like it’s possibly your phone - is the Sonos S2 App the only App you have an issue with? I’d find it unusual if only one App was proving to be problematic.

      Anyhow, I would perhaps try another mobile controller device first of all, if you have one, or can perhaps borrow one from a friend/relative? If that then works okay, then consider resetting your (hopefully backed-up) iPhone and restoring it from the iCloud, or a computer backup and maybe that will resolve it.

      jdbryan1Author
      Contributor II
      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. 

      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

      Bangau
      Lyricist I
      July 19, 2021

      I have to agree. The app on my iPhone is crashing and unstable. There is no issue with my internet connection and I am running on the latest iOS.

      I can accept Sonos limiting audio input using its application alone but if Sonos determines to do that, just make sure the app is working well. 

      Hope there will be an update soon regarding this issue. 

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