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Product not found on different OS

  • February 25, 2021
  • 4 replies
  • 62 views
B

Hello,

 

My issue is very weird, i have two iphones where i use the sonos S2 app

  • one X ios 14.4 (personnal)
  • one 11 ios 14.4 (job)

on the personal i have only one device my sonos 5 gen 2 on the job one i have my full system (sonos 5, sonos one and play one).

 

I cannot add any product on the iphone X, i reset the app uninstall / reinstall. Does any one have the same problem ?

Best answer by James L.

Hi @bricebox, welcome to the community.

 

I think in this case it would be best to submit diagnostics from both phones, take a note of each of the diagnostic numbers and get in touch with our customer care team. They’ll be able to have a look at the connections from both devices and help narrow down the root cause of this issue.

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4 replies

James L.
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  • James L.
  • Retired Community Staff
  • 1058 replies
  • Answer
  • February 26, 2021

Hi @bricebox, welcome to the community.

 

I think in this case it would be best to submit diagnostics from both phones, take a note of each of the diagnostic numbers and get in touch with our customer care team. They’ll be able to have a look at the connections from both devices and help narrow down the root cause of this issue.

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  • bricebox
  • Author
  • Contributor I
  • 2 replies
  • February 26, 2021

thanks, i call the customer care team and they fixed the problem ;-)

James L.
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  • James L.
  • Retired Community Staff
  • 1058 replies
  • February 26, 2021

Ah, wonderful! I’m glad to hear it was all sorted for you.

 

Do you mind telling us what they did to fix it? It might help other users who have a similar issue :smiley:

 
 
 
 
 
Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions.
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  • bricebox
  • Author
  • Contributor I
  • 2 replies
  • February 26, 2021

I don”t know what they did but i can tell what they asked me to do :

  • send diagnosis on both iphones
  • unplug / replug the non found devices
  • uninstall / reinstall the app
  • ultimately plug the non found devices to my router (rj 45)
  • when it worked, i send the diagnosis again

 

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