Contributor I

Answered

cant use Ray with Sonos App

7 replies
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Have had my Sonos Ray for 12 months ~ 5 months ago the app stopped working and product (deapite hours and hours) of messing around cant be added even with factory resets etc. Have spoken to Sonos twice and been cut off twice mod way through help. There ring back doesn’t work…. Its all so so rubbish. Any help from anyone would be greatly appreciated

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Ken_GriffithsAnswer

Thanks Ken for taking the time to respond and your helpful comments.

My set up is a Virgin Media router (with the Sonus about 30cm away) and I’m using the Sonos app on my iphone using iOS version 18.0.1. When I complete the install the app then displays - Your Ray has been added, but may not appear and you may nees to unplug your Ray’ When I do this it does not appear. Have tried factory resets etc

Is the Sonos Ray your one and only Sonos device? - if the answer to that is “Yes” and if you did factory reset it, then note that you must also reset the Sonos App too in order to create a new ‘Sonos Household’ to hold the speaker. You can’t use the original Household/App. So try a reset of both the App and speaker and create a ‘new’ Sonos system first before adding your speaker. Only do this however if it is your one and only Sonos product.

Also…

What model VM router is it? As one is mentioned on the Sonos ‘incompatibility’ list, albeit it may not be relevant if you only have the one Sonos product. See this link:

https://support.sonos.com/en-us/article/virgin-super-hub-3-compatibility

Ken_Griffiths

I can add that my Son has a Ray working with the new Sonos App - so it’s unlikely going to be App related. You ideally need to provide more detail about your local network setup, make/model of router and controller device (OS version etc.) Switches (managed/unmanaged) and what has been seen/tried so far - Any error messages?

Also, if you’ve tried a temporary setup of a Sonos Household and the Ray on a different network, like a friends network, or a mobile Hotspot?

Once the detail is posted, then perhaps some suggestions can be made from users here in the Sonos community.

M

Matt_MatthewAuthor

Contributor I

Thanks Ken for taking the time to respond and your helpful comments.

My set up is a Virgin Media router (with the Sonus about 30cm away) and I’m using the Sonos app on my iphone using iOS version 18.0.1. When I complete the install the app then displays - Your Ray has been added, but may not appear and you may nees to unplug your Ray’ When I do this it does not appear. Have tried factory resets etc

MoPac

Headliner III

Does Virgin Media broadcast two different WiFi networks: One 2.4GhZ and one 5GhZ? The Ray has to be connected to the 2.4GhZ WiFi. Not sure, but if your phone is connected to the 5GhZ WiFi maybe that’s why the Ray does not show on the Sonos app.

Ken_GriffithsAnswer

Thanks Ken for taking the time to respond and your helpful comments.

My set up is a Virgin Media router (with the Sonus about 30cm away) and I’m using the Sonos app on my iphone using iOS version 18.0.1. When I complete the install the app then displays - Your Ray has been added, but may not appear and you may nees to unplug your Ray’ When I do this it does not appear. Have tried factory resets etc

Is the Sonos Ray your one and only Sonos device? - if the answer to that is “Yes” and if you did factory reset it, then note that you must also reset the Sonos App too in order to create a new ‘Sonos Household’ to hold the speaker. You can’t use the original Household/App. So try a reset of both the App and speaker and create a ‘new’ Sonos system first before adding your speaker. Only do this however if it is your one and only Sonos product.

Also…

What model VM router is it? As one is mentioned on the Sonos ‘incompatibility’ list, albeit it may not be relevant if you only have the one Sonos product. See this link:

https://support.sonos.com/en-us/article/virgin-super-hub-3-compatibility

Corry P

Sonos Staff

Hi @Matt_Matthew

Welcome to the Sonos Community!

Sorry to hear of this issue you are having with setting up your Ray.

We are aware of an issue whereby a newly setup product may report that it has been added but may not appear. We are investigating these occurrences.

In the meantime, please try the following solutions:

iOS devices only: go to phone’s Settings » Sonos » Local Network On and Settings » Privacy » Location Services » On
Force-close the Sonos app and reopen. Select room in Settings and continue configuration.
Reboot speaker then force-close the Sonos app and reopen. Select room in Settings and continue configuration.
Try using the Sonos app on a different device
Check for updates using the Desktop controller for Windows or macOS, if available.
Reboot the router by switching it off for at least 30 seconds.

If all fails, I recommend you get in touch with our technical support team who have tools at their disposal that will allow them to give you advice specific to your Sonos system and what it reports.

I hope this helps.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

G

Giccu

Lyricist I

I cannot stream music from my iphone to your ray. A month ago I could do that. Cannot stream sound from my max app. A month ago I was able to do that. Wtf happened? Apple had an update… but weren’t you able to able to cover and respond to it?! Apparently, not

Ken_Griffiths

I cannot stream music from my iphone to your ray. A month ago I could do that. Cannot stream sound from my max app. A month ago I was able to do that. Wtf happened? Apple had an update… but weren’t you able to able to cover and respond to it?! Apparently, not

Have you tried simply rebooting your local network router to see if that might perhaps fix the issue?

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