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