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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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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

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

Anyhow, is there a reason you have the WiFi credentials stored in your Sonos App?

You'll need to ask Sonos! That's nothing I have ever setup, and I have no clue how to remove it 🤷‍♂️

I have no other Sonos devices other than those I've mentioned

I'll read the link you posted, thanks👍

Ken_Griffiths

If you do opt to use SonosNet, then I would remove the wireless credentials (at some point) - see this Support LINK to do that. This stops the speakers jumping between SonosNet and your Unifi wireless network, but just to add (important) that all ‘portable’ Sonos products and the new Era speakers cannot use wireless SonosNet).

Or you can leave the Arc uncabled and run all on your Unifi network.. my thoughts are to consider those two modes, but running all on the Unifi mesh would be my own preferred option, which means leaving the devices uncabled and the WiFi credentials then need to be retained in the App.

If your Samsung device though does not see the Sonos system in either mode, then I think the issue is likely with the Samsung product. So I would focus more on that device and consider resetting its network adapter and even a full reset, but only if you have it backed up.

If still no joy then it maybe best to submit a Sonos system diagnostic report from within the Sonos App, note it’s reference and then contact/chat with Sonos Support Staff via this LINK and see what the Staff can perhaps suggest to resolve the matter.

K

KeithandrewowenAuthor

Trending Lyricist I

Thanks Ken

I'll try removing the ethernet cable from the Arc

K

KeithandrewowenAuthor

Trending Lyricist I

Thanks Ken

I'll try removing the ethernet cable from the Arc

Well, much to my surprise (😂😂😂) this made no difference whatsoever

But at least nothing seem to broken

Ken_Griffiths

Thanks Ken

I'll try removing the ethernet cable from the Arc

Well, much to my surprise (😂😂😂) this made no difference whatsoever

But at least nothing seem to broken

My thoughts are that it’s the Samsung S22 or something running on that device that’s blocking the connection. That’s where things seem to be pointing, in my humble opinion.

K

KeithandrewowenAuthor

Trending Lyricist I

Thanks Ken

I'll try removing the ethernet cable from the Arc

Well, much to my surprise (😂😂😂) this made no difference whatsoever

But at least nothing seem to broken

My thoughts are that it’s the Samsung S22 or something running on that device that’s blocking the connection. That’s where things seem to be pointing, in my humble opinion.

I would agree....but thanks for your help so far 👍

Back to square one 🤔

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

K

KeithandrewowenAuthor

Trending Lyricist I

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.

Thanks Corry

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