A week of my wife wasted with an errant Sonos One Gen2. Disappointing customer service

That post, et seq.

That’s standard behaviour when an automatic update is scheduled. Does the errant ONE match the firmware version of all other components: ‘System → About my System’? Perhaps it’s trying to update itself but failing.

Scheduling updates

To schedule when you’d like your Sonos system to automatically update, you can select one of the following two-hour periods by tapping Scheduled. If audio is playing or an alarm is scheduled during this period, the update will be postponed until the next available update window.

The two-hour periods available are Morning (5:00am - 7:00am), Afternoon (12:00pm - 2:00pm), Evening (5:00pm - 7:00pm), and Overnight (2:00am - 4:00am).

If you’d prefer to check for updates manually, you can disable automatic updates in the Settings tab under System > System Updates > Update Automatically.

 

https://support.sonos.com/s/article/225?language=en_US

Morning everyone, 

Thanks for the IP suggestion @John B - Sonos told me not to do that, but out of frustration I did try this overnight last night, together with forcing my sky router to use Channel 1 (as opposed to Auto assign) so there could be no clash with Sonosnet on 11.

At 5am this morning all units were showing in the app, but the two speakers I group in the Bar (a play 5 and the faulty Sonos One) were ungrouped having been grouped when I went to bed.  In the ‘About My System’ page, all speakers were listed, but oddly no data.

As I was looking at the app, thinking I’d cracked it, all speakers went offline.  I rebooted the router.  All speakers remained offline. At 6am the speaker in our bedroom started flashing (no alarms set btw).  All speakers then came back online, except for the faulty Sonos one.

So despite successfully managing to reserve the IP addresses, the speaker still isn’t playing ball.

In an attempt to leave no stone unturned I have checked the gov.uk website this morning.  This confirms there is no requirement for Sonos speakers (or any other inanimate audio device for that matter) to practice social distancing.  So its technological aloofness cannot be attributed to Covid 19 measures. 

Perhaps it being located in the bar is the reason it goes offline overnight - possibly it is waking up with a hangover, with its bigger brother Play 5 (also located in the bar) better able to take its drink.  But a check of the contents of the beer fridge and optics confirms no missing grog.  So that isn’t it either.

Thank you @Smilja for the firmware suggestion - which makes a lot of sense.  I can’t see how to check the firmware in the ‘About my system’ - the version number relates to the App (which is up to date!). However, the speaker performs a software update on initial install, and the app reports my system is up to date.  One would hope the Sonos team would have checked that when I ran the diagnostic.

The promised call from the Technical team is yet to materialise.  Perhaps they were just fobbing me off to get rid of me.

This Christmas, Sonos has really been the gift that keeps on giving...

What? Reserve IPs? They really are producing contrarian advice these days. One does have to wonder ...

Oh, I thought we’d covered IP reservation a few days back. Maybe it got missed in all the fun.

Make sure the Sky router is also using a 20MHz bandwidth channel at 2.4GHz.

The fact that players are bouncing on and off the network (that’ll be what caused the ungrouping and the flashing at 6am) and the About display isn’t populating suggest continuing packet loss, so it’s conceivable that the Bar speaker is indeed suffering along with the rest rather than anything hardware related.

When we looked at your network matrix there was a lot of interference around the place. Channel 11 tends to be a bit noisier in general, in part because microwave ovens are centred around 2450MHz. Try moving SonosNet to ch 1 and the Sky box to ch 6 or 11.

Lol.  Always look on the bright side……

I look forward to the next update.

Happy New Year

Has it ever been wired overnight?  (Sorry again for being too lazy to hunt down the history.)

The system firmware version should be in the info for each speaker.  Are you saying there is no information about the speakers?

@blueskychris Looking back, you only posted a partial network matrix. Can we have a full one please? 

It didn’t populate. 

In the ‘About My System’ page, all speakers were listed, but oddly no data.

@John B yes experimented with wired overnight.  I’m also now in need of some wiring, but I will connect to the beer fridge for that 

@ratty it did populate in the end - I think my timing was just off.  But I can’t see where the firmware bit is in About my system.  In terms of ‘version’ (if that is what I am looking for) the dodgy speaker is showing under version:

12.2.2 (build 61183220) - which is the same as all my speakers except for my two SubsGen3’s which are 12.2.2 (build 61138251)

I’ve had an exasperating email from Sonos which clearly shows that the person I spoke to hadn’t noted the issues, fact pattern and the steps attempted.

So, to save my sanity and everyone else’s on this community, I have called John Lewis this morning.  No quibble - they are sending a replacement out straight away and collecting the other one.  Sky have also offered to upgrade my sky q hub to the new carling fangdango version - normally this is charged for but they are doing it for free as a goodwill gesture. They don’t believe this is their problem so incredibly generous of them to offer this. Standby for questions about getting a Sonos system to work when you have changed the router (lol).

When I finally get this sorted I will invite you all around to the infamous bar for a beer, as a thank you.  

Best wishes all

Chris

These are up to date apart from a typo (the Sub/g3 is 61.1-83251)

If you have a wired Sonos component it’s easy: plug into the new router and power-cycle all the Sonos units to refresh their IPs (which you might, despite Sonos’ apparent advice, want to subsequently reserve as before to avoid addressing mishaps).