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Sonos app - can't change from one group to another - error message

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  • BJC59
  • Contributor I
  • 1 reply

Have had SONOS Arc + sub, 2 x ERA 100s and Roam 2 for over a year. All connected to the app and in 3 groups - 1. Everywhere, 2. Upstairs, 3. Downstairs. - No issues until……..

As of today 19/3/25 - I can’t move from one group to another. Every time I press “apply” I get an error message “Unable to connect, try again later”. Music is stuck on Upstairs group. Same symptoms on Sonos app on 2 different iPads and 2 iPhones, plus iMac.

I’be been on to Sonos help for over 2 hours. Have tried all resets, router, app, Sonos devices, network settings, disable 2.4GHZ on SkyQ and not playing lossless music tracks (which I was told was maybe a cause) -  nothing works. Sonos help tried a remote session but the advisor then without warning terminated the call and never phoned back - I suspect she did this because it was then 7.10 pm and she was due to finish at 7pm….. Appropriate complaint submitted.

I digress - can anyone assist? - Thanks in advance

Best answer by BJC59

Thank you jgatie. Wish I’d had the presence of mind to post my question here prior to spending so much time with the Sonos helpdesk……..

I truly appreciate your quick response and am delighted to say you have resolved the issue.

I followed your advice and rebooted/powered up my devices in the order advised. All sorted and working again as it should.

Assigning an IP to each device's MAC address in the router setup is beyond my skillset but I’ve saved your solutions for future reference. 

Thank you so much again😎👍🏼

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2 replies

jgatie
  • jgatie
  • 27663 replies
  • March 19, 2025

Connection problems which appear suddenly are most often caused by network problems, not Sonos problems. The typical cause is duplicate IP addresses. These often show up after an update or power outage because a reboot requires the device to request a new IP, and the router, having lost track of current IP assignments, issues a new IP that is in use by another device. Constantly rebooting devices or your router without resetting your entire network can exacerbate these duplicates, because all you do is perpetuate the cycle. To cure this, do the following:

Reboot/power cycle your devices in this exact order:

Modem
Router
Switches or hubs
Wired Sonos units
Wireless Sonos units
Computers/printers
Wireless devices - phones/tablets etc.

Allow each device to come back up before proceeding to the next. Note that you can permanently prevent duplicate IP addresses by assigning an IP to each device's MAC address in the router setup. Doing this is the single most important step you can perform to make your network woes go away. See your router manual for details.

Airgetlam
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2 people like this
  • Airgetlam
    Airgetlam
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    BJC59
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  • BJC59
  • Author
  • Contributor I
  • 1 reply
  • Answer
  • March 19, 2025

Thank you jgatie. Wish I’d had the presence of mind to post my question here prior to spending so much time with the Sonos helpdesk……..

I truly appreciate your quick response and am delighted to say you have resolved the issue.

I followed your advice and rebooted/powered up my devices in the order advised. All sorted and working again as it should.

Assigning an IP to each device's MAC address in the router setup is beyond my skillset but I’ve saved your solutions for future reference. 

Thank you so much again😎👍🏼

Airgetlam
1 person likes this
  • Airgetlam
    Airgetlam

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