Unable to upgrade to S2 and sonos say I will lose 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I know in the past some systems have been too “out of date” to upgrade in a single step, and Sonos had to provide some interim updates.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.

I have powered of all my Sonos components, rebooted the router and powered up a single One SL wired to the router. I uninstalled and reinstalled the S1 App and still the system compatibility check is greyed out.

If I sign into my account it makes no difference.

​@Ralpfocus if you have to go down the reset route then have a look at SonoSaver:

https://sonosaver.mrupp.ch/

It backs up and restores Sonos playlists. Give it a try first, but for me it has always worked well. 

​@Ralpfocus if you go down the reset route first have a  Google for SonoSaver by M Rupp. Backs up and restores Sonos playlists (Windows PC and Mac).

Give it a go first, but it works well for me 👍

(not sure if my original post is going to get approved as it had a link in it)

I'm out of ideas, if you are sure there is nothing blocking your Sonos from the Internet all that is left is another call to support. I'd start with the "only one device upgrade" and if that works do the rest.

Blocking: DNS filters, privacy, spam or advertising blockers, VPNs can all be issues.

Just for fun took my bookshelf speaker to another location. Reinstalled the app but the same result system compatibility check was still greyed out.

Did you try a different phone?

I had a perfectly working SONOS system until the App was upgraded and as such I’ve had nothing but problems over the 18/24 months. Calls to the support centre have only been moderately successful as whilst I recovered my Albums eventually, most of my Playlists disappeared and they have never been recovered. I’m looking for clear guidance on how to recover these (if possible) as some Playlists contained numerous songs which will be an onerous task to remember and recreate. If these cannot be recovered I’m looking for the most simplistic method to recreate a new Playlist and save it to stop this situation reoccurring whenever there is a software upgrade. Any help is really appreciated. Thanks 

There is an app mentioned here from time to time that will save Playlist, you can likely find it by searching past posts or hope someone can recall, which app it was. 

​@Dave1963, What playlists, Sonos playlists or your personal playlists? The former are stored redundantly in all Sonos devices, and a factory reset will wipe them for good.

​@Dave1963 and ​@Stanley_4, indeed, I mentioned and linked to it in an earlier post in this very thread - post 12...ish 🤓

And, of course, Sonos will also recognise playlists (.m3u for example) within ones own library.

Thanks. My memory is so bad I can't even remember when I could remember things.

Sonos Desktop controller (that Sonos want to retire) comes to the rescue yet again….