Cannot Update AMP

Depending on the age of the CONNECT:AMP in question, it may or may not be able to run Sonos’ S2 operating system. And unfortunately, when Sonos was making the CONNECT:AMP, and they changed the electrical innards, they didn’t differentiate externally the change. If you search these forums, it appears the build date is the best way to tell if the device is S1 only, or can run S2. It’s unclear from your post which of the two OS your boss is running. 

If you instead have a Sonos Amp (which is in a black enclosure, not the whiteish enclosure of the CONNECT:AMP), you may just need to temporarily wire the device directly to your router to update it. Which it appears you may have tried?

Sonos doesn’t like access points much, they tend to break up the subnet, which Sonos requires all devices to be on the same, for communication between them. I’d at least try turning off all access points temporarily, and make sure any wired devices go to the router, and not the access point. 

But there are a lot of guesses and assumptions made in my reply, and Sonos appears to be struggling a bit with their latest controller/firmware releases. Ultimately, your best bet would be to submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it.

There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.

When you speak directly to the phone folks, they have tools at their disposal that will allow them to give you advice specific to your network and Sonos system.

Thank you, Bruce.

I was able to get them running (they are older) by ditching the phone app, and going to the PC/Windows app I didn’t know existed.  But talk about a convoluted process.

• Go into the phone app, find the device and start the process.
• When you get to the part where it tells you there is a required update, that update will fail.
• Switch to the Windows app.
• Force a system update.  THis will find the device and update it.
• Relaunch the phone app and search for an unnamed room.  (It may also show in the Windows app.)
• Go to device settings and name the room.

It took over an hour on hold, then two hours with tech support to get two amps programmed and running.

Hi Ferrara,

How can you go onto the windows app when i cannot see the new device?

I have been trying to set up a new ray onto an existing account in another room for 2 day days, I  have reset my router & factory reset the ray 3 times it get to the update stage & I get is error 1000 i have no VPN running, and they are all on the same network.

Im getting to the point of returning this new speaker as i cant use it?

Many thanks for your help

I’m having the same problem with my Amp (inherited from previous owners of the house we bought). It fails to install update when trying to connect to S2 system and yields error 1002.

I tried doing the update via the desktop app (I’m on a mac, not windows), but the desktop app froze when I tried… and then said no updates available after I relaunched it. So. Frustrating.

I started a separate thread to try to get some help.