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Samsung S22 cannot find Sonos system, but Samsung tablet and Google Assistant can

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Hi all

I have a multiroom system consisting of;

Family Room: Arc connected via ethernet to network and via HDMI to Samsung TV. Also 2 x Symfonisk connected via WiFi acting as rears

Kitchen: 2 x Symfonisk connected via WiFi acting as stereo pair

Living Room: 2 x Symfonisk connected via WiFi acting as stereo pair

All of these speakers are linked to Google Assistant accessible via Nest Hubs & speakers. I do not have Google Assistant enabled on the Sonos Arc.

The Family Room is exclusively used as surround sound for the Samsung TV

I usually control the other rooms via Google voice control (eg, "Hey Google play my rock playing on Kitchen"). This works fine and I can easily skip tracks, pause, stop and control volume via voice commands. If I wish to search for something specific I can bring up the Sonos app on my phone (Samsung S22 Ultra) or tablet (Samsung Tab S5E), whichever is closest to hand.

For the past few months, my S22 is unable to find my Sonos system, and it appears greyed out in the app and 8 just get the message "Unable to find your Sonos system". Of course, I'm invited to fix this by running through the setup again.

* No, I did not change my router or network settings, or unplug an ethernet cable from a Sonos product

* My products are plugged in and powered on

* The app knows about all my devices, lists them, but cannot find them

* Yes, the Sonos Arc is connected via ethernet

After this I'm expected to unplug all my speakers, then power them back on. I'm expected to power off my router, wait 10 minutes, then power it back on. I'm expected to reset all the Sonos devices and reinstall them.

The problem I have is that all the devices are visible via the Sonos app on my tablet, correctly assigned to rooms, and perfectly controllable via the app. All the devices are visible to Google Assistant and perfectly controllable via voice control.

I'm very reluctant to start tearing down the Sonos setup when it's working perfectly via the app on my tablet and via Google Assistant.

I've rebooted my phone, I've signed out/in on the app, I've force-stopped the app. I've uninstalled/reinstalled the app. None of this fixes the issue

My network consists of a Unifi gateway with an ethernet-connected AP in each room. The Sonos devices on WiFi usually (but not always) connect via the AP in the relevant room. I don't consider this to be part of the problem because it works fine via the app on the Samsung tablet.

Does anyone have any ideas?

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Corry PAnswer

Sonos Staff

Hi @Keithandrewowen

Welcome to the Sonos Community!

If you’re still seeing this issue, 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 would presume that it has something to do with either the network topology, software on the S22, or the settings on your UniFi system - the team should be able to figure it out.

I hope this helps.

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

Stanley_4

Grand Maestro

VPN on the problem phone?

Check the phone’s connection to your local network and comoare it to the working one’s connection.

Might be a ubiquity settings issue but that would be down my list a good bit as the other phone works.

Ken_Griffiths

If needed later, see this link for issues with a UniFi/Sonos setup and the suggested settings…

https://github.com/IngmarStein/unifi-sonos-doc

K

KeithandrewowenAuthor

Trending Lyricist I

VPN on the problem phone?

Check the phone’s connection to your local network and comoare it to the working one’s connection.

Might be a ubiquity settings issue but that would be down my list a good bit as the other phone works.

No VPN in the picture.

What do you mean by "Check the phone’s connection to your local network and comoare it to the working one’s connection"? They are both connected to the same SSID, 5 GHz network. I've tested with them both (and the Sonos devices) all connected to the same AP

K

KeithandrewowenAuthor

Trending Lyricist I

If needed later, see this link for issues with a UniFi/Sonos setup and the suggested settings…

https://github.com/IngmarStein/unifi-sonos-doc

Thanks Ken, I'll check it out. But as I said, it works via my tablet and Google, which are all on the same Unifi network. And it used to work on this phone also

Ken_Griffiths

If needed later, see this link for issues with a UniFi/Sonos setup and the suggested settings…

https://github.com/IngmarStein/unifi-sonos-doc

Thanks Ken, I'll check it out. But as I said, it works via my tablet and Google, which are all on the same Unifi network. And it used to work on this phone also

It might just be an SSDP multicast ‘device discovery’ issue by the one controller - that can be something on the phone blocking the discovery, or it might be happening when on a different Unifi AP - hence it’s worth checking the settings mentioned in the link provided. Even a mobile/tablet, or access point, reboot might go onto sort the matter for you.🤞

Stanley_4

Grand Maestro

VPN on the problem phone?

Check the phone’s connection to your local network and comoare it to the working one’s connection.

Might be a ubiquity settings issue but that would be down my list a good bit as the other phone works.

No VPN in the picture.

What do you mean by "Check the phone’s connection to your local network and comoare it to the working one’s connection"? They are both connected to the same SSID, 5 GHz network. I've tested with them both (and the Sonos devices) all connected to the same AP

Sometimes a phone will connect to one AP or another and they can be set differently.

Sometimes a phone will connect to the 5 GHz or 2.4 GHz radio in the AP.

Sounds like you have ruled both of these out.

K

KeithandrewowenAuthor

Trending Lyricist I

VPN on the problem phone?

Check the phone’s connection to your local network and comoare it to the working one’s connection.

Might be a ubiquity settings issue but that would be down my list a good bit as the other phone works.

No VPN in the picture.

What do you mean by "Check the phone’s connection to your local network and comoare it to the working one’s connection"? They are both connected to the same SSID, 5 GHz network. I've tested with them both (and the Sonos devices) all connected to the same AP

Sometimes a phone will connect to one AP or another and they can be set differently.

Sometimes a phone will connect to the 5 GHz or 2.4 GHz radio in the AP.

Sounds like you have ruled both of these out.

HI Stanley, thanks for the post

Yes, that was my first thought. However the APs are defined globally so all the settings are the same. All devices (Sonos and phone/tablet) are connected to 5GHz network (apart from the Arc which is ethernet). It does not seem to make a difference whether the phone/tablet is connected to the same AP or not as the Sonos devices. It always works on the tablet and it never works on the phone.

It's clearly something with the phone settings rather than the network settings, otherwise the tablet wouldn't work either. But I'm at a loss trying to find what that could be

masrhray48

Lyricist II

In my opinion, the major issue might be something in the sensors of your S22 Ultra. Try switching between the IR Sensors. I believe they’re not working the way they used to be, that’s why you’re facing these issues. Try toggling with the settings there.

You can also get useful info at :https://github.com/IngmarStein/unifi-sonos-doc

marsh

Ken_Griffiths

@Keithandrewowen,

Maybe try a reset of the Sonos App from ‘Settings/App Preferences’ and on reopening connect it back to the existing Sonos System and maybe forget the WiFi network on the phone and setup the connection again to the mesh WiFi. See if either of those things will resolve the issue.

K

KeithandrewowenAuthor

Trending Lyricist I

@Keithandrewowen,

Maybe try a reset of the Sonos App from ‘Settings/App Preferences’ and on reopening connect it back to the existing Sonos System and maybe forget the WiFi network on the phone and setup the connection again to the mesh WiFi. See if either of those things will resolve the issue.

That didn't help 😕

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