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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

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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.

That didn't help 😕

As you said earlier it’s odd that it’s just the one mobile controller device that has the issue? I’m not sure what it might be, so I’ll just throw a few things into the ring here to see if it might perhaps trigger ideas and lead to the answer…

Starting with.. what is the Wireless Mode showing in your Sonos App - "Settings/System/About My System”? Is every device in the hardware list set to WM:0? If so, it appears to suggest that your S2 device for some reason is not seeing the SonosNet wired connection. Is the ‘Arc’ your only wired device and is that linked directly back to the Unifi Primary Hub/Router? Also is the Unifi hubs your only wireless AP’s have you switched off the WiFi on your (ISP Provided?) router for example? - I assume you have that router in ‘bridge’ or ‘modem’ mode, correct🤔?

Are there any managed switches where the S2 mobile is perhaps denied access to a port/vlan here.. that leads to the wired Arc?

Any other software running on the S2 device, does the Sonos App have permission to access the local network? Can the phone see other things on the network, like shared storage, for example?

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 😕

As you said earlier it’s odd that it’s just the one mobile controller device that has the issue? I’m not sure what it might be, so I’ll just throw a few things into the ring here to see if it might perhaps trigger ideas and lead to the answer…

Starting with.. what is the Wireless Mode showing in your Sonos App - "Settings/System/About My System”? Is every device in the hardware list set to WM:0? If so, it appears to suggest that your S2 device for some reason is not seeing the SonosNet wired connection. Is the ‘Arc’ your only wired device and is that linked directly back to the Unifi Primary Hub/Router? Also is the Unifi hubs your only wireless AP’s have you switched off the WiFi on your (ISP Provided?) router for example? - I assume you have that router in ‘bridge’ or ‘modem’ mode, correct🤔?

Are there any managed switches where the S2 mobile is perhaps denied access to a port/vlan here.. that leads to the wired Arc?

Any other software running on the S2 device, does the Sonos App have permission to access the local network? Can the phone see other things on the network, like shared storage, for example?

HI Ken

Some good things to try, thanks. I'm not at home tonight but I'll try them tomorrow and report back 👍

K

KeithandrewowenAuthor

Trending Lyricist I

@Ken_Griffiths

OK so some answers to your earlier questions. Firstly the Wireless Mode

Family Room: Arc connected WM0. Also 2 x Symfonisk both connected WM3

Kitchen: 2 x Symfonisk both connected WM1

Living Room: 2 x Symfonisk both connected WM1

The Arc is the only ethernet-connected speaker, wired via a switch to the Unifi gateway. The only APs are the Unifi ones, and I can see all the other speakers connected to them from the Unifi console

My ISP router has wireless disabled. It's in bridge mode and the only thing connected to it is the Unifi gateway

No managed switches

My S22 phone can see/access everything else on the network, such as cameras

Incidentally, thanks to a Unifi update 🙄 I had to reboot all the Sonos speakers this morning, so everything is "clean". However the same issue remains - all speakers fully controllable from the tablet and Google Assistant, but completely invisible to the phone 😗

Ken_Griffiths

The Sonos System seems to be in ‘mixed mode’ see what happens when you uncable your wired Sonos devices from the network and reboot them.

Then try closing and reopening the App and if needed try the ‘let’s fix it’ option again in the App.

K

KeithandrewowenAuthor

Trending Lyricist I

Ok I will try that. However, at the risk of repeating myself, the system works perfectly from my tablet

Ken_Griffiths

Ok I will try that. However, at the risk of repeating myself, the system works perfectly from my tablet

Yep it sure is odd, but it’s unusual to have a system in ‘mixed mode’ too with part of it using your WiFi and the Arc showing on SonosNet - you haven’t switched off its wireless adapters, by mistake, have you?.

K

KeithandrewowenAuthor

Trending Lyricist I

Ok I will try that. However, at the risk of repeating myself, the system works perfectly from my tablet

Yep it sure is odd, but it’s unusual to have a system in ‘mixed mode’ too with part of it using your WiFi and the Arc showing on SonosNet - you haven’t switched off its wireless adapters, by mistake, have you?.

HI Ken,

The Arc is set to "Disable WiFi". Should the WiFi setting be enabled? I can try that now...

But.…that raises some questions..

*What's the point of enabling WiFi if the speaker is hard wired?

*Why does that affect the other two stereo pairs I have set up?

*Why does it still work perfectly on my tablet with WiFi disabled?

K

KeithandrewowenAuthor

Trending Lyricist I

OK so I set the Arc to be "Enable WiFi", but that made no difference.. all speakers fully controllable from the tablet and Google Assistant, but completely invisible to the phone, as before

All speakers are now operating as WM0, according the app on my tablet

I tried resetting the Sonos app on my phone but when I log back in again it can't find any Sonos products

I honestly think my only option at this stage is to completely factory reset every speaker and reinstall them. However I'm very reluctant to do that, because I'm not convinced it will help, and at least now I do have a system that works somewhat

Ken_Griffiths

OK so I set the Arc to be "Enable WiFi", but that made no difference.. all speakers fully controllable from the tablet and Google Assistant, but completely invisible to the phone, as before

I tried resetting the Sonos app, but when I log back in again it can't find any Sonos products

I honestly think my only option at this stage is to completely factory reset every speaker and reinstall them. However I'm very reluctant to do that, because I'm not convinced it will help, and at least now I do have a system that works somewhat

The Arc is the root bridge for SonosNet mode WM:0, but for some strange reason you appear to have had it’s wireless Adapters switched off - I’m honestly surprised it’s bonded surrounds were working for you.

Anyhow, is there a reason you have the WiFi credentials stored in your Sonos App? Do you have portable Sonos devices or Era products? If not, you should remove those credentials to force all to use SonosNet - but note the wired device needs to be wired to the primary ~Unifi HUB/Router only. That said I would not use the Arc or any HT surround/sub as the wired device. It’s best if you use a standalone device or a Sonos Boost, set at least one metre away from the hub/router… or alternatively, you could try running all on your WiFi - WM:1 mode instead.

You likely need to reboot the players once you switch modes aswell - I don’t recommend factory resetting anything at this stage - there seems to be things that are not yet correct with your setup and so I would see what happens when you alter the setup to run all on wireless, or run all on SonosNet.. it’s upto you which mode you prefer, but see this link to help you decide…

https://support.sonos.com/en-us/article/choose-between-a-wireless-and-wired-sonos-setup

Ken_Griffiths

Also if the Samsung tablet is fully backed up - you might later find resetting that device (or it’s WiFi network settings) instead might resolve your issue, particularly as your other mobile controller devices are working okay.

Again this is a matter for you to decide after perhaps trying the Sonos setup in SonosNet mode WM:0 or wireless mode WM:1 - if the Samsung tablet does not see the setup in either mode, then my thoughts are it’s an issue with the tablet. Maybe try a network reset on that device and then consider a full reset (but only if it’s fully backed up and can be easily restored).

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