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

  • 11 December 2023
  • 28 replies
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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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Best answer by Corry P 18 December 2023, 16:23

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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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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.

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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 🤔

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.

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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

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Thanks Ken

I'll try removing the ethernet cable from the Arc

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.

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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👍

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).

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

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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 

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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?

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?.

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

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.

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@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 😗

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@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 👍

@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?

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@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 😕 

@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.

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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

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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

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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.

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.🤞

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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