Prodigy III

Answered

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

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I have recently purchased a Beam Gen2 and a couple of Era 100s. My existing system is S1 so I need to upgrade if I want them to all play happily together. This I am failing to do. I have removed my 2 s1 only Connects but when i run the s2 Update it finds the system but is unable to update it.

If I run the S1 app it tells me to check for updates, when i do this it takes me to the play store S2 App entry. The “system compatibility check” option is greyed out. If I run s2 it will find my s1 system but says it cannot update the system.

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.

Help!

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R

RalpfocusAnswer

Prodigy III

Update - It now all works.

Had a really long but ultimately successful call with 2nd line Support. Unlike my first 2nd line support this time they worked hard to resolve the problem and didn’t try to be economical with the truth and say things like you will lose your playlists etc.

Lots of reboot, reinstall, turn off all the kit but the S1 devices continued to say that they could not be updated, it was almost like the devices had a software switch saying “go away”. In the end we downloaded the desktop app s2 version (not the new web app) and that was happy to upgrade the s1 Kit that was powered on and hadn’t been reset.

Once that was done it was a straight forward process of resetting the remaining devices and adding them to the S2 system. The Gen2 Connect took 4 or 5 attempts but got there eventually.

I can already see that there are still a few outstanding issues with the new app but broadly all is working well.

Support can often get bad press but this occasion was an example of great service and everything that one would want from a customer support team.

Thanks to them and all those who offered suggestions in this thread

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User117655

Prodigy II

@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.

User117655

Prodigy II

@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)

Stanley_4

Grand Maestro

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.

R

RalpfocusAuthor

Prodigy III

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

Stanley_4

Grand Maestro

Did you try a different phone?

R

RalpfocusAuthorAnswer

Prodigy III

Update - It now all works.

Had a really long but ultimately successful call with 2nd line Support. Unlike my first 2nd line support this time they worked hard to resolve the problem and didn’t try to be economical with the truth and say things like you will lose your playlists etc.

Lots of reboot, reinstall, turn off all the kit but the S1 devices continued to say that they could not be updated, it was almost like the devices had a software switch saying “go away”. In the end we downloaded the desktop app s2 version (not the new web app) and that was happy to upgrade the s1 Kit that was powered on and hadn’t been reset.

Once that was done it was a straight forward process of resetting the remaining devices and adding them to the S2 system. The Gen2 Connect took 4 or 5 attempts but got there eventually.

I can already see that there are still a few outstanding issues with the new app but broadly all is working well.

Support can often get bad press but this occasion was an example of great service and everything that one would want from a customer support team.

Thanks to them and all those who offered suggestions in this thread

D

Dave1963

Lyricist I

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

Stanley_4

Grand Maestro

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.

Smilja

@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.

»And the world is like an apple whirling silently in space, Like the circles that you find in the windmills of your mind.« (›Windmills Of Your Mind‹ [1967]. Music by Michel Legrand ; English lyrics written by Alan & Marilyn Bergman)

User117655

Prodigy II

@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.

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