installation Port crashes new app

Installing the app update and resetting the Port has no effect. I am still not able to install the Port to the Sonos system.

A bug in adding devices was fixed in the latest release:

https://support.sonos.com/en-us/article/release-notes-for-sonos-software-updates

Fixed issues with Add Product that resulted in incomplete registration, a need to sign in again, or inability to confirm a product PIN.

Update to the latest app to get the fix.

Wrong answer. The update might work for some devices and speakers, but not for the Port.

Again I installed the update of the Sonos app today and I was able to connect the Port to the Beam (Gen 2). Unfortunately it was not possible to stream any music from the CD-player or turntable to the Beam. Tomorrow I will return the Port to the store.

Same problem here. Well working system with a One SL, Move and a stereo pair of ERA 100's. Bought a Port last weekend to be able to use my music collection on my old wired system and sync everything with the Sonos app.

Powered up the port and it is visble in the app immedately, so far so good. Selecting the option to add it to my system and a pop-up appears telling me it is preparing the Port. Then…… the app shuts down.

Opened the app again and see that nothing changed.

Checked for updates, Resetting or reinstalling the app, resetting my router, connecting with Ethernet cable to router, connecting via a hotspot……. all with the same result; shutting down the app.

Contacted Sonos support via chat, where it takes over 45 minutes waiting time for someone to help me, but they came up with the same troubleshoots I already tried. Suggestion came to contect support by phone to get a clearer understanding of the problem. (90 minutes on hold).

Sonos support narrowed the problem down to a software issue and more similar complaints trickled in since the latest update. It was forwarded to the designated department.

The solution: Wait for the next update!

Great! 😑

I guess you work on Android?

If not, I cannot help.

If so, I solved this by switching temporarily to an iPhone. Download Sonos app, say you want to connect to existing system, do the install.

Also: do the first sub-update with the iPhone Sonos app. And add the installed sub to the preferred room. Then switch back to Android. App works fine from thereon.

You may still have to connect the sub by ethernet to your router, also temporarily. But you can start the procedure without.

So: find a friend or neighbour from whom you can borrow an iPhone or iPad for the installation.

And of course: logout of the app, delete the app and app cache and wifi-network details when you're done..

Yes, everything Android in my house.

You are referring to the installation of a sub, but this is about adding a Port. I'll give it a go anyhowe.

Thanks for thinking along!

You are right of course. I copy-pasted my reply/workaround from a topic with the same issue (app crashes when adding Sonos item). I posted there first because I had this issue when adding a sub. 

I should have replaced 'sub' with 'new Sonos item' 😀.

Thanks HVNL for the reply, but borrowing an iPhone is not a solution off course. This is unworthy of Sonos.

Same problem here. Have had the Port for months now and it's still not working. Such poor service and software, and to say that the Port was so expensive for what it is. I'm demanding a refund now. Worthless. 

Since the software update of May 7, it is not possible to use the Port. That is over 2 month now. 

What bothers me is that a renown company like Sonos releases such an update. Posts only positive messages on their website without warnings. Even promotes the new software. Doesn't react on negative experiences and calls for help. I never heard from Sonos.

This makes Sonos unreliable. So, asking for a refund and switching brands sounds like a good idea.

Found a willing iPhone owner to help me out.

The app on the iPhone got it installed with the first attempt, but registration took another 2 attempts.

Too bad Sonos did not test their updates thoroughly with different operating systems before releasing it.

After nearly a month I have a functional system my wife can easily operate.

Happy wife, happy life :-) 

@HVNL  Thank you for your post. It ~fixed~ by-passed the problem

July 30, 2024: next attempt to connect the Port to my Sonos-system.

1. Removed and re-installed the Sonos-app on my Android phone
2. Connected the app to my Sonos-system (Beam Gen 2). The app is working with the Beam
3. Reset the Port (hold the connect-button while plugging in the power)
4. Chose Settings and a screen appeared with the message: Add your Port 

   

5. After choosing the message a screen appeared: Let's add your Port to your system. Followed by a screen: Your Port is being prepared ….

   

6. And then the app crashes. End of story. For the last 3 months. Since my purchase of the Port in april, before the update of the app

During one of the attempts the message appeared: Clear cache for Sonos? Sonos closed because this app contains a bug.

So, I did. And started everything up again.

I become quite desperate. I really want to use my Port, because, in theory, it is a perfect solution for my needs. In reality, however, it is a longlasting nightmare. 

Help!

BUG FIX

Hopefully this can help others outside English speaking regions.

I had exactly the same problem as described in this topic but for me changing my phone language from Dutch to English solved the problem immediately. I also use an Android phone to setup my system. 

A weird bug fix, but does the job. 

Today, the dealer came and replaced the Port and installed it using his iPhone. Problems solved. 

Great service by the dealer who really tried his best for me. 

Remains the malfunctioning Android app.