Sonos app.

It may just be you…
 

Have you tried resetting the app or restarting your phone?

I think this is worth looking at.  My Sonos speakers remain boat anchors after months of effort.  Heading for the landfill soon.  

Jeffrey R (3/19/2025, 7:08:02 PM): Hello, my name is Jeffrey. Your case has been reassigned to me and I'll be happy to assist from here. Please allow me a moment to review your ticket so we can pick up where you left off. In the meantime, feel free to provide me with any additional details you think might be helpful. 
Jeffrey R (3/19/2025, 7:08:47 PM): Hello there, John. Thank you for contacting Sonos. How are you doing today? 
null (3/19/2025, 7:09:35 PM): I've had a pair of Sonos Ones and a Sonos Move for some years.  After the app was switched everything stopped working.  For the last year or two I keep trying to set up every couple of months, either fails or resets once set up 
null (3/19/2025, 7:10:01 PM): I have factory reset both but can't get them to work 
null (3/19/2025, 7:10:36 PM): I also had two accounts so I deleted the one I don't use.  It keeps asking me to sign in as the owner but neither account works 
Jeffrey R (3/19/2025, 7:10:53 PM): Thank you for sharing all this information. I understand that you are having issue setting up Sonos. I can definitely have this checked for you. 
Jeffrey R (3/19/2025, 7:10:59 PM): Before we start, I may need to ask multiple questions for us to better understand your issue. This will help us to isolate your issue and provide you the best possible resolution. 
Jeffrey R (3/19/2025, 7:11:08 PM): First, what is the status or led light of all your Sonos? To check Sonos status. 
null (3/19/2025, 7:12:26 PM): The Sonos Ones are flashing green and the Move is solid white after the latest failed attempt 
Jeffrey R (3/19/2025, 7:12:36 PM): I see. How far both Sonos to your router? 
null (3/19/2025, 7:13:05 PM): I have a mesh system and all are within about 10 feet 
null (3/19/2025, 7:13:18 PM): Eeros 
null (3/19/2025, 7:14:39 PM): Currently won't recognize the Ones.  Sees the Move and thinks it completed setup tells me to restart the Move and then directs me to system setup and tells me to sign in as owner 
Jeffrey R (3/19/2025, 7:14:51 PM): Can you tell me the make and model of your router? I’d really appreciate that. This is a way for us to easily find quick fixes and check for known connectivity issues when connected to Sonos. I also need to know if you do have extenders or access points around the house. 
null (3/19/2025, 7:15:24 PM): It is an Eero, which is an Amazon product.  Most recent version 
null (3/19/2025, 7:16:10 PM): I have 3 eeros, one in living room one in bedroom one upstairs 
null (3/19/2025, 7:17:01 PM): They are attached to a Spectrum router but the home network is on the Eero 
Jeffrey R (3/19/2025, 7:17:41 PM): 1 Mainy Eero is wired to your spectrum router, correct? 
null (3/19/2025, 7:17:47 PM): Yes 
Jeffrey R (3/19/2025, 7:17:59 PM): May I have the spectrum model? 
null (3/19/2025, 7:18:14 PM): Ok, just a sec I'll go look 
Jeffrey R (3/19/2025, 7:19:35 PM): Appreciate it. 
null (3/19/2025, 7:20:03 PM): WiFi 6 
Jeffrey R (3/19/2025, 7:22:41 PM): Do you see like SAXV or some sort of model code? 
null (3/19/2025, 7:24:10 PM): Nope.  Just a serial number, mac number and password 
Jeffrey R (3/19/2025, 7:25:05 PM): Do you see 4 LAN or ETH port at the back of your Spectrum WIFI6 router? 
null (3/19/2025, 7:25:40 PM): Yes, and I have a cat 5 cable into the eero 
Jeffrey R (3/19/2025, 7:25:52 PM): How many LAN or ETH port in  use? 
null (3/19/2025, 7:25:56 PM): from the spectrum router 
null (3/19/2025, 7:26:04 PM): Ill go look 
Jeffrey R (3/19/2025, 7:27:07 PM): Appreciate it. 
null (3/19/2025, 7:28:08 PM): All are in use.  Have a home theatre setup also.  There are two spectrum boxes. 
Jeffrey R (3/19/2025, 7:29:20 PM): Can you tell me all devices make and model wired to your Specturm wifi6? 
null (3/19/2025, 7:32:29 PM): Not exactly sure what is plugged into what without pulling everything out and getting behind it.  Let's say the cable box, a xumo stream box from Spectrum, a Sony receiver and the Eero. Other than the Sonos, it all works fine... 
null (3/19/2025, 7:33:15 PM): Also have not had any problem getting other devices on the wireless.  There are many. 
null (3/19/2025, 7:33:29 PM): Switches, plugs, etc 
Jeffrey R (3/19/2025, 7:33:31 PM): There are multiple routers broadcasting it's own network that causes issue setting up the Sonos. We recommendto adjust one or both of the network names so that they are distinct. 
null (3/19/2025, 7:34:35 PM): The Spectrum Network name is spectrum setup-47 
null (3/19/2025, 7:34:47 PM): My home network name is Old Bridge 
null (3/19/2025, 7:35:08 PM): Becaus I live on Old Bridge Road 
Jeffrey R (3/19/2025, 7:35:19 PM): I see. Now, what phone are you using to setup Sonos? 
null (3/19/2025, 7:35:26 PM): Iphone 16 
Jeffrey R (3/19/2025, 7:35:54 PM): Check the network name your phone is connected. 
null (3/19/2025, 7:36:13 PM): Old Bridge 
Jeffrey R (3/19/2025, 7:36:16 PM): Then turn off the mobile/cellular data on your iPhone16. 
null (3/19/2025, 7:36:40 PM): Ok turned off 
Jeffrey R (3/19/2025, 7:38:18 PM): Now, what Sonos app are you using? Do you have the Grey logo or black logo? 
null (3/19/2025, 7:38:57 PM): Black 
Jeffrey R (3/19/2025, 7:39:12 PM): 1. Open the Sonos app (2024) for iOS or Android.
 2. Navigate to Account > App Preferences, and select Reset App.
 3. Follow the on-screen prompts to reset the Sonos app. 
Jeffrey R (3/19/2025, 7:39:15 PM): Let me know once done. 
null (3/19/2025, 7:40:11 PM): It 
null (3/19/2025, 7:40:20 PM): s asking for sign in 
null (3/19/2025, 7:40:46 PM): Ok, now reset 
Jeffrey R (3/19/2025, 7:41:52 PM): Thank you. Next, Tap setup speaker or component then SIGN IN. Follow the prompt setting up Sonos. Let me know if you encounter any error during setup. 
null (3/19/2025, 7:43:00 PM): Do I sign in or create a new account? 
Jeffrey R (3/19/2025, 7:43:53 PM): Tap SING IN. 
Jeffrey R (3/19/2025, 7:44:00 PM): SIGN* 
null (3/19/2025, 7:44:00 PM): Sign into my existing account, I mean. 
null (3/19/2025, 7:45:18 PM): It says sonos want to usse sonos.com for sign inI hit continue and I can create a new account or sign in with existing one 
Jeffrey R (3/19/2025, 7:45:57 PM): No option to sign in then continue setting up Sthe Sonos? 
null (3/19/2025, 7:46:38 PM): Yes, Ok, now it's showing the sonos one 
null (3/19/2025, 7:46:50 PM): Hit add? 
Jeffrey R (3/19/2025, 7:46:50 PM): Great. Follow the promtp setting up Sonos. 
Jeffrey R (3/19/2025, 7:46:58 PM): Let me know if you encounter any error. 
null (3/19/2025, 7:49:31 PM): When it gets to connecting Sonos One to Old Bridge it hangs for a long time 
Jeffrey R (3/19/2025, 7:50:16 PM): Still setting up? 
null (3/19/2025, 7:50:38 PM): still connecting sonos one to old bridge.  No error message, just sits there 
Jeffrey R (3/19/2025, 7:51:12 PM): Can you take a screenshot of your Sonos app screen. So we can see the current setup. 
null (3/19/2025, 7:51:24 PM): remind me how to do that 
Jeffrey R (3/19/2025, 7:51:49 PM): Just take a screenshot of what you are seeing on the Sonos app and send it here ont the link i sent. 
null (3/19/2025, 7:53:03 PM): Wait, now its done, but this has happened before.  It says it may not appear in the system so i sould uplug it and plug it back in and then setup from system settings.  When I do that it tell me to log in as the system owner. 
Jeffrey R (3/19/2025, 7:54:08 PM): Is this the exact error? "Your speaker has been added but may not appear" error message 
null (3/19/2025, 7:54:50 PM): Yes and now it just went back to not connected 
Jeffrey R (3/19/2025, 7:55:25 PM): Enable Local Network permissions on iOS 14+

 1. Navigate to Settings > Sonos.
 2. Toggle Local Network OFF then turn it back ON again. 
null (3/19/2025, 7:55:26 PM): It's done that with the Move also 
Jeffrey R (3/19/2025, 7:55:50 PM): ENABLE LOCATION SERVICES ON IOS 13+

 * Navigate to Settings > Privacy > Location Services
 * Toggle Location Services OFF then turn it back ON again. 
null (3/19/2025, 7:58:36 PM): Done 
Jeffrey R (3/19/2025, 7:58:52 PM): Force quit the Sonos app and restart it. Navigate to Settings, and select the speaker to finish the set up. 
null (3/19/2025, 7:59:56 PM): Yes, this is what I have said keeps happening.  It's telling me to sign in as the system owner 
Jeffrey R (3/19/2025, 8:00:14 PM): If the issue persists, unplug the speaker from power, then plug it back in to power cycle it. Navigate back to Settings to attempt finishing the set up of that speaker. 
null (3/19/2025, 8:01:31 PM): Yes, I have done that multiple times already with the Move.  It keeps saying sign in as the system owner.  Is there a way to correct that on your end.  the account should be registered to [redacted]
Jeffrey R (3/19/2025, 8:03:52 PM): try the setup process on a different controller (if one is not available, reboot the current controller and try once more). 
null (3/19/2025, 8:04:32 PM): I tried the earlier controller and that didn't work either 
null (3/19/2025, 8:05:43 PM): Frankly, I have been doing variations of this for months.  Have no problems with any of the many other devices on my network, robot vacuums, all kinds of things.  Setup is quick and easy. 
null (3/19/2025, 8:06:23 PM): I hate to toss these very expensive boat anchors in the trash, but this is getting pretty ridiculous 
Jeffrey R (3/19/2025, 8:06:24 PM): In this case, The desktop controller may be used to attempt the set up process. Check for any available updates on the desktop controller before proceeding to product setup. 
null (3/19/2025, 8:06:35 PM): Did that too 
Jeffrey R (3/19/2025, 8:06:54 PM): I understand. Try to update the Sonso first via desktop. 
null (3/19/2025, 8:07:48 PM): As I said I have reinsalled the app multiple times, done all the updates and I can't get it to work no matter what I do 
Jeffrey R (3/19/2025, 8:08:06 PM): Try to use MAC or Windows PC to check for update during setup. 
null (3/19/2025, 8:08:28 PM): It sounds like we're out of options here 
null (3/19/2025, 8:09:04 PM): The specific issue is it's asking me to sign in as the owner.  Is there any fix for that? 
Jeffrey R (3/19/2025, 8:09:34 PM): We need to setup the Sonos first. Once done, sign in issue can easily be fixed. 
null (3/19/2025, 8:09:59 PM): But it hangs and tells me I have to sign in as the owner.  Repeatedly 
null (3/19/2025, 8:10:41 PM): Unless that is resolved there is no way to set it up 
Jeffrey R (3/19/2025, 8:11:08 PM): That's correct. Once setup. Sign in can be easily be done. Right now it's not yet setup that's why you are having issue signing in. 
Jeffrey R (3/19/2025, 8:11:21 PM): Please do try to use MAC or Windows PC for now and update Sonos. 
 

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