Unable to use Sonos app on Android after latest update

  • 17 August 2020
  • 49 replies
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C
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This is what I'm greeted with every time I try to use the Sonos app. I'm currently on Android app version 12.0.4. I've tried uninstalling and reinstalling 12.0.3 which worked fine before this update but I'm having the same issues with that. I've completely reset all my speakers and set them up again this time using an iPhone.

Everything works fine from the iPhone app.

I have a 5.1 setup, 2 Ones, a sub and an arc. Turning the arc off and back on again allows me in as far as the main Sonos app screen but if I try to select any sound source e.g. Sonos Radio, TV etc. the app force closes and I am greeted with the 'Sonos keeps stopping' window every time I try to open it.

This has made my almost €2000 setup impossible to use/control. Very disappointed.

I'm using a OnePlus 7 Pro on Android version 10.

 

I feel like I've tried everything and only an update to the so Sonos app might fix this but any help would be greatly appreciated as this has been going on for close to a week now. Thanks!

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49 replies

P
Userlevel 1

Hi Kyle,

Diagnostics send on my working Sonos controller on a Samsung Galaxy Tab S5e: 48160312

Also Android 10, One UI 2.1, security patch 1st June.

On my OnePlus 8 Pro the controller app crashes at opening, immediately crashes and sometimes I've got the menu as mentioned in the start screen, where you can close the app or send feedback to Google.

Version of Android: 10 - oxygen os 10.5.12.IN11BA

Thanks for the reply,

Kind regards,

Yves

 

randman01
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I did speak with support today on this and opened a case “ref:_00D1N2JMtd._5002KpHCg3:ref “. They didn’t promise a timeline since this was a “new” issue and needs to be researched. 

Oxygen OS 10.5.13.IN11AA on One+ 8 Pro - Sonos S2 keeps crashing after I installed the OS update. Like many of the threads above I get the message that “Sonos keeps stopping” when I try and open it. I’ve uninstalled S2, shut down the phone, started the phone, reinstalled Sonos S2 and the behavior continues. I know for a fact that this issue is related to the latest Oxygen release as my wife can still use Sonos on her old Galaxy without an issue. 

 

I did get a request today from Jaymes in support, he asked that I send them a “crash log” from my phone. That’s been sent and they’ve been provided the link to that log.

I'm too old to be a good guitar player, just playing to have fun...
P
Userlevel 1

@Kyle A

Hi Kyle,

This was done: Uninstall the Sonos app, shutdown and reboot the phone, reinstall the Sonos app, and test.

But nothing changed: open Sonos Controller app and crash immediatly. After a second or third time I got the standard Android error screen as shown above.

As I am a Belgian resident, do you have a European Support call number please?

Found it… tel: 0800-64444

Kind regards,

Yves

P
Userlevel 1

Dear,

Just to inform you that today the Support asked for a BUG report of my OnePlus8PRO.
This was send by Email, because the Upload URL doesn’t seem to work :)

https://www.sonos.com/support/upload

Hoping for a quick solution…

Kind regards,

Yves

controlav
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Android platform fragmentation. Love it.

Author of the leading independent Sonos app for Windows, the only Sonos app for Xbox, and a Sonos app for iOS
Kyle A
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Hi @ConOne, thank you for reaching out and getting our attention to this.

I would like you to uninstall the Sonos App from your phone then Restart the Phone (full shutdown is recommended).

Once it fully boots up, reinstall the Sonos App then test.

If it still persists, check the phone for any software updates.

Update us on how the suggested troubleshooting goes.

Help others find useful content by clicking the like button and selecting the best answer to your question
Airgetlam

Sonos doesn’t support, and honestly, frequently doesn’t run, on Beta OS’s. Try installing an older, supported OS, and see if the app runs then. 

Bruce
P
Userlevel 1

Same on Android 10, Sonos app keeps crashing on OnePlus 8 PRO. Uninstall several times - clean cash - clean memory, nothing seems to work. The app works on Android 10 Samsung tablet S5e.

Frustrating!

Are you using beta software on your OnePlus 8 pro? My brother has the same phone. He isn't on the OnePlus beta and can control his Playbar and Move with no issues.

 

I'm going to connect to my brother's speakers later and see if I have the same issues.

No BETA software on my OnePlus 8 PRO, just the latest official update of August.

R

Same issues here on a standard One Plus 8. As soon as I open the app it shuts down. Installed Sonos S2 on my girlfriends iPhone and it’s working fine.

I’ve tried reinstalling to no avail. However, it does seem to stay open if I turn wifi off first, open the app then turn wifi back on. 

I’m on Sonos S2 version 12.0.5 and Oxygen OS build 10.5.10.IN21BA.

E

I’m having the same issue with the S2 app on my android phone.  I was running the S2 app with my Sonos system fine all summer, but I noticed yesterday that the S2 app crashes immediately every time after I open the Sonos S2 app, unless WiFi is turned off.  After I open the S2 app and then turn on WiFi again it asks me to login, and then it crashes immediately.  I have no way to pull logs since the app crashes immediately.  I have cleared the app cache and user data, and uninstalled/reinstalled after rebooting the phone.  The app still crashes. I see several other users reporting the crashing app in recent Google Play store reviews for the S2 app giving it the lowest rating possible.

I’m running Sonos S2 app version 12.0.5 on a OnePlus 6T that I got from T-mobile.  It is on the latest standard OTA software update from Tmobile/Oneplus:  Android version 10.  Oxygen OS version 10.3.5, build number ONEPLUSA6013_34_200803 with Android security update for August 1, 2020.

My home system that I can no longer access is 1 Sonos Beam with 4 Play:1’s.  I’ve been a long time happy Sonos owner, but now I’m feeling frustrated and helpless to be at the mercy of this crashing app.

J

Im experiencing the same problem with Sonos S2 app crashing immidiately on OnePlus 8 Pro with newest official update.

My Sonos system is 1 Arc, 2 IKEA Symfonisk and 3 Play:1.

Havent been able to use my system for around 2 weeks. Around when i connected my new Arc the app died and havent worked since.

Arc has been a total waste of money so far because of this :(

Feesh
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I'm also having the same problem as of last night. All was working well on my OnePlus 8 Pro, then suddenly the app started crashing on launch. Uninstalls, cache clears haven't resolved the issue.

No app or phone OS updates occurred between the app working fine and the app crashing constantly. 

randman01
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I just updated to version 12.0.6 of the Sonos app, this was published in the Google play store today. This has fixed my issue with my One+8 Pro where Sonos was crashing every time I opened it.

I'm too old to be a good guitar player, just playing to have fun...
randman01
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Oxygen OS 10.5.13.IN11AA on One+ 8 Pro - Sonos S2 keeps crashing after I installed the OS update. Like many of the threads above I get the message that “Sonos keeps stopping” when I try and open it. I’ve uninstalled S2, shut down the phone, started the phone, reinstalled Sonos S2 and the behavior continues. I know for a fact that this issue is related to the latest Oxygen release as my wife can still use Sonos on her old Galaxy without an issue. 

I'm too old to be a good guitar player, just playing to have fun...
randman01
Userlevel 1
Badge

I did speak with support today on this and opened a case “ref:_00D1N2JMtd._5002KpHCg3:ref “. They didn’t promise a timeline since this was a “new” issue and needs to be researched. 

Oxygen OS 10.5.13.IN11AA on One+ 8 Pro - Sonos S2 keeps crashing after I installed the OS update. Like many of the threads above I get the message that “Sonos keeps stopping” when I try and open it. I’ve uninstalled S2, shut down the phone, started the phone, reinstalled Sonos S2 and the behavior continues. I know for a fact that this issue is related to the latest Oxygen release as my wife can still use Sonos on her old Galaxy without an issue. 

 

I'm too old to be a good guitar player, just playing to have fun...
P
Userlevel 1

Hi all, @Kyle A @Feesh @ConOne 

I received wonderful news from Tim W. at “Sonos Customer Care” today about a valid workaround for the OnePlus 8 PRO on Android 10.5.12.IN11BA

Just turn of the notifications for the Sonos App:

Settings -> Apps & Notifications -> Sonos ->Notifications -> Show Notifications -> Off 

This works for me :)

Hoping to receive a definite fix soon….

Kind regards,

Yves

T

I am having the same issue of the app crashing. I have tried all the suggested things above as well as contacted Microsoft to get a solution to the problem. Microsoft told me to reset my Wi-Fi network uninstall the app reset my phone and then reinstall the app and then log into the network. This also did not work. I'm also using Android 10 with no beta versions. I have a new Microsoft Surface Duo and the app has not worked since I purchased the phone. It is the only app on the device that does not function 

randman01
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I am having the same issue of the app crashing. I have tried all the suggested things above as well as contacted Microsoft to get a solution to the problem. Microsoft told me to reset my Wi-Fi network uninstall the app reset my phone and then reinstall the app and then log into the network. This also did not work. I'm also using Android 10 with no beta versions. I have a new Microsoft Surface Duo and the app has not worked since I purchased the phone. It is the only app on the device that does not function 

I would reach out to Sonos tech support directly. They may want you to perform a debug on the app and send them the file. They’ll prioritize it in their backlog accordingly. 

I'm too old to be a good guitar player, just playing to have fun...
C
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Hi Kyle,

I gave that a go but I'm still having the exact same issues. I'm on the latest beta version for the OnePlus 7 Pro, however there were no software updates between when version 12.0.3 of the Sonos app was working and when it stopped working in version 12.0.4 so I don't think the phones software is causing any issues.

P
Userlevel 1

Same on Android 10, Sonos app keeps crashing on OnePlus 8 PRO. Uninstall several times - clean cash - clean memory, nothing seems to work. The app works on Android 10 Samsung tablet S5e.

Frustrating!

C
Userlevel 1
Badge

Sonos doesn’t support, and honestly, frequently doesn’t run, on Beta OS’s. Try installing an older, supported OS, and see if the app runs then. 

I get you. I'd understand if I was on a beta version of Android that Sonos didn't support yet. This beta is for new software exclusive to OnePlus devices and shouldn't effect how apps run on the device. For the 3+ years I've owned Sonos products I've almost constantly been on a beta version of the OnePlus software and have never had any issues until this latest update to the Android app. The strange thing is that even going back to the previous version or the version before that results in the same problem.

C
Userlevel 1
Badge

Same on Android 10, Sonos app keeps crashing on OnePlus 8 PRO. Uninstall several times - clean cash - clean memory, nothing seems to work. The app works on Android 10 Samsung tablet S5e.

Frustrating!

Are you using beta software on your OnePlus 8 pro? My brother has the same phone. He isn't on the OnePlus beta and can control his Playbar and Move with no issues.

 

I'm going to connect to my brother's speakers later and see if I have the same issues.

P

Hi Kyle,

Diagnostics send on my working Sonos controller on a Samsung Galaxy Tab S5e: 48160312

Also Android 10, One UI 2.1, security patch 1st June.

On my OnePlus 8 Pro the controller app crashes at opening, immediately crashes and sometimes I've got the menu as mentioned in the start screen, where you can close the app or send feedback to Google.

Version of Android: 10 - oxygen os 10.5.12.IN11BA

Thanks for the reply,

Kind regards,

Yves

 

I have same issue on oneplus8 pro

J

@ConOne : ‘This beta is for new software exclusive to OnePlus devices and shouldn't effect how apps run on the device.’

Evidently not so, as nobody with other brands seems to be experiencing this issue.  I think you should follow @Airgetlam ‘s advice and run a supported OS / firmware.  I wouldn’t expect Sonos to do anything about this.

P

Hi all, @Kyle A @Feesh @ConOne 

I received wonderful news from Tim W. at “Sonos Customer Care” today about a valid workaround for the OnePlus 8 PRO on Android 10.5.12.IN11BA

Just turn of the notifications for the Sonos App:

Settings -> Apps & Notifications -> Sonos ->Notifications -> Show Notifications -> Off 

This works for me :)

Hoping to receive a definite fix soon….

Kind regards,

Yves

That worked for me for now with the oneplus8 pro.  Thanks

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