Contributor I

Help! Trying to Update and in the 13th circle of hell

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I’m so sick and tired of having to spend 3 hours to get my Sonos app to recognize the speakers and play music. This is so beyond ridiculous, the only reason I am still doing this is because of the almost $1k of investment in these speakers.

Ok, got that out of my system. Here’s the stats - have 2 Ones and a Move. Xfinity internet, and added a TP-Link M5 mesh a couple months ago. I had an issue with that - took many hours over a month to finally get my speakers to use the main network. Everything was ok - better anyway - for a month or so, then I opened the app the other day, and it says that my speakers need an update. Ok, I’ve run updates before, and it’s a pretty easy, straightforward thing. Well, no, I get an error. Try again. Still an error. Go to the trouble shooting page.

TANGENT: Why are we supposed to just up an restart our router for EVERY DAMN problem these speakers have? My son and I both work from home. He has a CS job and sometimes works until 9 PM. I CANNOT just turn off my router. This means that I can’t try to fix this FOR DAYS. Doesn’t anyone at Sonos understand this??? That is not a solution.

Ok, so I finally am able to walk through the steps. But, of course they don’t work. Now it’s the weekend and there’s no CS. Grr. I keep trying different things, but nothing works. I finally am able to call CS, and they want me to create something called a bridge - I don’t know what the F that is, and I’m technical, but this is ridiculous. She also tells me that I should plug the speaker directly to the main router. I do not have the time to do this. It sounds like no big deal, but I’m trying to make dinner, I work all day - I have to go unplug speaker, move it, plug it in. So, I finally had time to do that today. I turned off the TP-Link (unplugged it) because they said I should do that too. I plugged in the speaker and tried to update it, and I got some error saying that I should remove the bridge? What bridge? I never did set up the bridge.

When I tell you that I wanted to cry, I am no exaggerating.

So, I plug everything back in, and move the speaker back. Of course now the app can’t find it.

I decide to Google what creating a bridge is for my M5. I read an article that says what it means is making it an access point. It’s not too difficult - unlike Sonos, I can just follow the steps that TP-Link has given, and now I don’t have a 2nd network, but an access point.

I try to connect my speakers again, and they connect. Wow! I go to try to do the update, and it says that the speakers don’t need an update!!!! Maybe when it was plugged directly into the router, it actually did update. Wait, no, it’s only fooling, as soon as I try to play something, it shows one of the One’s still needs an update (the one I had plugged in).

I try to update it, and again I get the error.

I spent another couple of hours going through the steps that are suggested. I got 10k steps just running back and forth from my speakers - unplugging them, plugging them back in, resetting the router, running back to the app. Waiting, waiting, waiting for it to recognize the speakers. Right now, it recognizes one of the Ones and the Move. The other One says that it needs an update, and it won’t update.

I love the idea of streaming music with these speakers, but I really can’t do this anymore. I’m hoping that I can sell them to some unwitting person, and buy and Echo or something. Sure, it won’t sound as good - but not great sound or no sound, I think I’ll take not great sound.

If you have any suggestions besides turn off speakers, turn on speakers, restart router, repeat, I would very much appreciate it.

Deco Wi-Fi

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Show previous replies

buzz

Grand Maestro

...

That said, you contradicted yourselves.

;;;

I had planned to follow your directions, but something caught my eye, so I checked it out and found, as I remembered, that “Manage Networks” is grayed out

Given the network details you’ve supplied so far, I felt that my approach minimizes disruption to your current network setup and family work habits.

As Airgetlam mentions, the grayed items will populate after the system is fully updated. It would be a good idea to check for updates again after the players update because the controller might not update with the players. Be sure to update all of the controllers.

L

luvlilynAuthor

Contributor I

In tonight’s episode, Lynne tries to connect her Sonos One speaker directly to the router. Her Sonos app recognizes that the speaker needs to be re-added to the app. It has to be factory reset. Lynne knows how to do this, she has done this many times before throughout her odyssey. After the reboot, Lynne goes to add her speaker, and - wait, what’s this? Your Sonos App is out of date? But she just checked it, and everything except for the one speaker has been updated. Oh well, let’s push the button. Hmm, it takes Lynne to the Google Play where it shows the Sonos App with a choice to uninstall or open - no update. Lynne checks the documentation and the system info again - 14.0 is the latest, and that’s what Lynne has. Lynne would laugh, but it’s just not funny anymore.

Lynne opens a Sonos support chat and gives the case number. After some back and forth, the tech advises Lynne to restart her phone. Which she does. No change. So she does it again because she is insane. She opens another chat to let them know that restarting her phone did not work. This time when stepping through the options, Lynne is directed to Google Play again, and this time it has an update. Wow, a problem . . . solved?

Now we just have the issue of the speaker not updating. The tech thinks Lynne should remove the speaker from the ethernet. But Lynne tells him that we’ve tried everything else, so we try it, but it fails with Error 30. The tech tells Lynne that she has to call and talk to a rep who will walk her through what she has to do in order to fix this. Lynne is unhappy. Lynne wants the 20+ hours of her life back that she’s spent on this. Lynne will not be able to call the tech line for several days due to work and her son’s work - probably Friday night when he is done at 5:45 PM. The tech says that we can try one more time with the speaker unplugged from ethernet and back in the living room. It takes the usual 30 minutes to go through all the steps of getting the app to recognize the speaker, and once it is done, it immediately recognizes that it needs and update, so we try one more time - error 30.

Lynne asks about bridges, the tech writes, “The issue you are experiencing relates to a network issue: unable to reach update server. A Boost (newer version of Bridge) will not fix this, but we are confident we can navigate your router with you and resolve this when we next speak.”

Lynne hopes so.

Airgetlam

If you indeed have a BRIDGE in your system, remove it for now. There’s no mention of a BRIDGE in your previous posts, otherwise any of us would be able to have told you that sometimes, as their power supplies fail, they can cause all sorts of issues that are hard to track. As the rep suggested, the BOOST is the current replacement device, but would not be very likely to assist in your situation, since directly wiring one of your speakers to your router is still the best way to make connection. But that Ethernet connection must be to the root device of your TP-Link mesh.

There are a few items we don’t know about your setup.

What specific device are you running your controller on, and what version of the OS is it running? I think we’re all assuming it’s an Android device, since you mention the Google App Store, but it would be helpful to know for sure.

Similarly, I think we all assume you’re using the Sonos S2 OS, since you’ve mentioned version 14.0, but additional confirmation would be helpful, since none of us non employees have access to any of the diagnostic reports you have provided to Sonos for investigation.

It would be helpful to know if you have any VPN, virus protection, or work related profiles in use on your controller device, or on either of your routers. It would also be helpful to know if you’ve done either of the suggestions that were made by @buzz or @AjTrek1 , since running two different router DHCP tables could be an issue.

It might also be helpful if you were to post a screen capture of the page in the Sonos controller that I pointed you to in my last post, so that we can be sure we know what is running where.

Bruce

buzz

Grand Maestro

Do you have any SONOS Playlists or music service registrations that you would like to preserve? Do you have a local music library stored on an external hard drive or computer?

Power down BRIDGE because it is not is not compatible with your S2 system. and the likely cause of the Error 30.

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