Sonos S2 iphone app not finding my system

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I have had a Sonos Play 3 speaker for a while now and control it using the S2 app on my iPhone X using the latest ios 16 software. The app has always been slow to start; now however, with the speaker on and working normally and playing music from a internet radio station, when I launch the S2 app, it comes back with the message “unable to connect to Sonos - let’s fix it”. It then takes me through a routine which involves re-booting my router and then it finds it. However, if I then put the iPhone down and it goes into standby, the app again fails to find the system; so back to square 1.

I have found that, if instead, I launch the S1 app it finds my Play:3 OK but says “incompatible”, but if I follow the link “open Sonos S2 app” then the S2 app starts to work ! Still no good, because if I come back to the S2 app later - it’s failed again.

There’s a solution on this community web site which says turning off “Private wifi address” in ios 14 is the solution, but this does not work for me.

My broadband is Fibre to the Home - very solid, and the wifi connection is very strong and only 5 yards to the Sonos speaker. When working the app reports my wifi is a good signal and using 5G channel 44

Can anyone help please?

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jan1e-gbAnswer

Contributor I

Solved.

I found that the Sonos Play 3 was connected to my wifi at 5GHz. It reported a good signal: never-the-less I was doubtful about 5GHz since I thought Sonos insists on using 2.4GHz. I switched off the 5G on my router which forced the Play 3 to connect at 2.4GHz. Now the S2 app works fine on my iPhone.

My BT Smart Hub 2 operates “preferred band Steering” and when I switched the 5GHz back on again my iPhone and other devices went back to 5GHz. Fortunately the Sonos stayed on 2.4GHz.

There’s no way to turn off the band steering, so let’s hope the Sonos knows what’s good for it and stays on 2.4GHz

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Corry P

Sonos Staff

Hi @Moosewalk

When it comes to home networking, getting online seems to be the easy part. Sonos utilises the local network in a way that most other devices do not - with multiple devices all talking to each other and the apps, we use a lot of multicast (multiple destination) data packets, when most WiFi devices use unicast (single destination) data packets. If the router is somehow not handling these in the expected way, we end up with issues that are network related, but only seem to affect Sonos functionality.

If you are experiencing such issues, I highly 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 - they might just be able to adjust a setting on your router for you that will fix things.

I hope this helps.

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

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NOLAJenn

Lyricist I

I am having the same problem and have tried resetting my system (multiple times), rebooting my iPhone, deleting my internet and reconnecting and changing to 2.4 gHz on the router. Nothing has consistently helped. I used to love my Sonos, but would rather go back to the old S1 than deal with this.

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