Question

S2 iOS 14.2 architectural detect bug

  • 22 November 2020
  • 3 replies
  • 61 views

Just installed two new amps connected to two pairs of Sonos architectural in ceiling speakers in kitchen and basement. When trying to detect the speakers through the S2 app, amp plays the tone through the speakers as expected but the app does not request mic access and then (not surprisingly) does not detect the speakers. Have tried on both an iPhone X and iPad Pro. Have one amp and speakers paired with an arc soundbar and trueplay tuning on S2 app on iPhone X works like a charm (and requests mic access as expected during the process). 
 

Any work arounds out there? If this is a known issue, any word on when we might see a fix?

Thanks. 


3 replies

Userlevel 4
Badge +13

Hi @PlaceHolderText, thank you for reaching out to us and welcome to the Sonos community. I appreciate your detailed post describing the issue as well as the steps that you did. Let me help you with this. Please submit a diagnostic report from your Sonos system for us to check. Just include the confirmation number in your response so that we can look up the information. If you need help with any other information, feel free to reach out. We'll wait for your reply.

Thanks for the quick reply Rowena. Done. 
 

Confirmation No. 1866646118

Userlevel 4
Badge +13

Hi @PlaceHolderText, thank you for your response and for submitting the diagnostic. Let me check it for you.

Based on the diagnostic, there's interference in your wireless network that is caused by wireless congestion, and an audio playback failure was detected in your Sonos system the audio feed is too slow. This could be the reason why you're having an issue with your Kitchen speaker. Let me suggest the next troubleshooting steps, to perform a sequential reboot of your network devices, all your Sonos products, and force close mobile controllers to refresh the connection. 

A sequential reboot means that we need to do this in order.
1. Unplug your network devices (modem, router, any wireless access points on the network) from the power and wait for 60 full seconds before you plug it back in.
2. Once the router is back online, unplug all your Sonos devices from the power. Please wait 15 seconds before you plug back them back in.
3. Force close the Sonos app from your iOS or Android device.
4. When the status light on your Sonos speakers are solid white, get back on the Sonos app and check if you're connected.

After performing the steps above and you're still experiencing the same problem, wire one speaker to your router (not your modem) and test Sonos' performance. 

If you're still experiencing the same issue, I recommend contacting our Sonos Customer Care support to perform in-depth troubleshooting with your full network setup and to remotely access your device, and to perform some tests.

Please feel free to reach out in the future if you have any other questions. You're always welcome here.

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