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Hi,

I am posting this question on behalf of a relative who owns several SYMPHONISK bookshelf speakers for her place of business but doesn’t have the slightest bit of tech knowledge to solve her issue - and neither does any of her employees btw.

The issue I am hoping to solve is a long standing issue that her employees have reported (very vaguely) and last week-end I was at her place of business trying to to fix whatever issue she might have had making the speakers work reliably and at the end of the day, I couldn’t tell what was wrong since I was able to set them up correctly at my first attempt and never witness any issue.

Apparently, the whole setup kept working as expected up to and including last Monday. Nonetheless, she called me this morning to tell me it started crapping out again and I asked her for a clear and precise description of the symptom(s) and now I have something to report:

It appears the sonos app (or link or whatever) causes any random speaker to be “unchecked” from the sole music feed in the sonos app which in turn causes the music to simply stop playing sometimes for a very short period of time and sometimes for very long (or permanently ?). I asked her if any dropped out (unchecked) speaker can be fed the feed by rechecking them and she said yes.

I’m reporting this without a single visual or textual reference, I have no access to the setup in question and it will be a while before I can personally do anything about it but I can call and relay info accurately.

 

I am very certain this is not a WiFi signal strength issue since it can be even the single wired unit that drops out and I haven’t been told there is any correlation with how far the speaker is from any … centralized device.

 

It has become a very big problem, is it a known one for this model or this app ?

Sonos updated their app and firmware in May and ever since, even with many additional updates, owners are having issues with playback, control and reliability of their systems. Chaos is the best way to describe it.  
 

It’s probably the new app and firmware. But you might still suggest they contact support and see what they say. 

She actually tried to phone them this morning but… I forgot how exactly she described it but from what I understood, the phone system hung up on her.

I just asked her by SMS when the problems started… it might coincide with that timeline...

I just asked her by SMS when the problems started… it might coincide with that timeline...

Sonos support has been overloaded since the new app dropped in May so it will likely be a 1-3 hour time commitment just to get through. 
 

For basic troubleshooting you could suggest she reboot her network - turn every connected device off including the router, then turn on the router, followed by the Sonos devices one by one, waiting for them to come online before the next one. 
 

Other than that with the state of the app it’s hard to say what the issue could be because of the unreliability and buggy nature of the system IME. 

“For basic troubleshooting you could suggest she reboot her network - turn every connected device off including the router, then turn on the router, followed by the Sonos devices one by one, waiting for them to come online before the next one.”

That’s exactly what I did right from the start… and it worked first try … until it didn’t of course.

Yeah I feel you. The new app and speaker firmware have really trashed the system reliability. 

In addition, I loathe using apple devices and never owned any (except an Ipod gifted almost two frickin’ decades ago) so I have next to zero experience using them. Is there a way to force install an older version of their software from before last May ?

In addition, I loathe using apple devices and never owned any (except an Ipod gifted almost two frickin’ decades ago) so I have next to zero experience using them. Is there a way to force install an older version of their software from before last May ?

No there is no going back from recent updates. But you can use your Android device or the web app (play.sonos.com) or desktop app. 
There is also third party apps for iOS like SonoPhone 

SonoPhone ? The device with which the speakers are controlled is an old SIM-less iPhone dedicated for that purpose. is this third party app any good ?

 

Edit: Also, I finally got confirmation that the issues started in mai.

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