Unable to upgrade to S2 and sonos say I will loose my Playlists

Not sure I understand “I have been in touch with Sonos Support - the upshot of which was the 2nd line guy wanted me to reset my s2 components and add them one by one. This of course will result in me losing all my playlists.”

Why would you want to reset the S2 devices when the problem lies with the S1 devices? With a complete reset a system will indeed forget als Sonos playlists - playlists made on music services will survive though, so this is a problem if you use Sonos playlists.

You could try upgrading the S1 devices with the S2 devices disconnected. If the upgrade would fail because of connection problems, try to temporarily cable connect the devices. Once the upgrade would be done you can add the upgraded devices to the S2 system - it could be another reset of the older devices is necessary to achieve that.

I know in the past some systems have been too “out of date” to upgrade in a single step, and Sonos had to provide some interim updates. I don’t know of this applies on an S1 to S2 update though.
 

Trying the update whilst cabled has helped others. If that doesn’t work, I’d consider calling support again and speaking to a different person. 

The link below should allow you to upgrade your S1 products that are compatible with S2 without losing your playlists. This assumes you haven’t done any other “tinkering” with your S1 products that might make them run afoul of the upgrade process. There are also sub-links (in the link below) that will show which products are S1 only, S2 only or S1/S2 compatible. Good Luck!

https://support.sonos.com/en-us/article/update-to-the-latest-sonos-app-using-the-s1-controller

Note: Disregard the Sonos Tech Support comment to reset your S2 products. That makes no sense. 🤔

​@106rallye 

Not Helpful of me to say “I have been in touch with Sonos Support - the upshot of which was the 2nd line guy wanted me to reset my s2 components and add them one by one. This of course will result in me losing all my playlists. - which the Support guy said was the normal update approach.”

When I should have said reset my S1 components.

​@AjTrek1 

I don’t believe that I have “Tinkered” with my S1 products although support had me delete & install and try various things so I cannot be 100%.

Where I am at - I have reset my new Beam and the one Era 100 that I briefly set up and powered them both down. I have forgotten my S2 system in the s2 App. I removed my two Gen 1 Connects (and these no longer show in my profile). I have uninstalled both S1 & S2 Apps and reinstalled the S1 App. The S1App appears to work fine playing music from my Library and Deezer.  

When I start the S1 App it puts up a banner saying a system update is available, when I go into settings > System updates > Check for updates I get the screen saying Sonos App needs updating (even though I have just reinstalled). If I click Update it takes me to the play store for the S2 App. If I go to System Tools System Compatibility Check is greyed out, if A tap it anyway it tells me I need a App Update which If i click through on eventually ends up in google play store for S2.

If I install & run the S2 App it finds the S1 system but says it is only compatible with the S1 Controller

I am at a bit of a loss what to do next 

​@Ralpfocus 

Did you follow the instructions in the link I posted? 🤔

​@AjTrek1  I did follow the instructions but as described below it doesn't appear to work

Checked once again that all the products are S2 compatible,

Opened S1

When I go to System > Systems Tools > the option System compatibility check is greyed out. if I tap it anyway it tells me I need a App Update which If i click through on eventually ends up in google play store for S2.

Open the Play Store and select the S1 app there, you can then update it there.

​@Stanley_4 

When I do that it says it is up to date, which is what I would expect since I have uninstalled and reinstalled S1 App several times.

Well that eliminates the easy option.

Maybe unplug all but a single Sonos and try upgrading it?

Unplug all Sonos, reboot router and controller and then plug just one back in.