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Steven Tallach
Contributor I
April 12, 2023

Connect Amp won't update and now won't (ironically) connect.

  • April 12, 2023
  • 16 replies
  • 2786 views

Hi. My Sonos system consists of a Connect Amp wired up to non-Sonos speakers and a Play 1. Both have been working fine on the S2 app until a few weeks ago the app informed me that the Amp required a software update. The update didn’t work and I got a 1013 message. Since then I’ve tried all the different things suggested re. the 1013 message and spent an hour on the phone with Sonos trying to resolve it.

I realise one possibility is that my Connect Amp is no longer supported by Sonos. However I don’t know this for sure - I’m not sure which “Gen” my Amp is. One of the things I tried, though, was to downgrade the Amp from S2 to S1. However when I did so the S1 app didn’t appear to be able to connect the Amp.

I have now tried again with the S2 app. The system appears to recognise the Connect Amp. However now on my system the Connect is showing as “Not connected” but every time I try to resolve this all my app says is “All products seem available”. The Connect Amp is no longer showing as registered on my full Sonos Account page.

I should point out that my Play 1 is absolutely fine.

Can anyone help. This is enormously frustrating!

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    16 replies

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    buzz
    buzz
    Grand Maestro
    April 25, 2023

    Here are some firewall settings to check.

      Steven TallachAuthor
      Contributor I
      April 26, 2023

      Hi Buzz

      This is likely some sort of network stumble. Make sure that your PC network Profile Type is set to “Private”. 

      Let’s close the PC controller, keep CONNECT:AMP powered down, restart the PC controller, and wire both the PC and the PLAY:1 to the network.

      Thanks again for responding. My PC network profile is certainly set to “Private”.

      I opened up the PC controller just now (with the Connect Amp still powered down - I unplugged it the other night and had left it unplugged) to follow the rest of your suggestion. There was no message about having to update software, so I checked under “Check for software updates” - it now says “No update  required. Your Sonos system is up to date”!

      I’ve also had a look at the firewall settings. As far as I can make out the Sonos app is set to “allowed” through the firewall.

      However when it comes to the stuff about firewall ports I’m not really sure what I am looking for. E.g. how does the IP address listed against the Connect Amp relate to the TCP or UDP port numbers listed on the Sonos page you linked to, buzz? I assume I want to make sure that TCP port 4444 (which is listed as the port that Sonos uses for software updates) is open to the relevant IP address. But how do I know whether it is? I have googled some results on this (e.g. https://www.wikihow.com/Check-if-a-Port-Is-Opened) but I still don’t really understand.

       

      Steven TallachAuthor
      Contributor I
      April 26, 2023

      I have been having the same issue with my CONNECT:AMP where the S2 app asks me to update and keeps failing the update with error code 1013. I have called Sonos maybe 3 times and spoken with them a total of 4-5 hours. I think I am going to give up since I’ve been given several different reasons why it won’t work. I’ve done all the re-booting, connecting to ethernet, downgrading S1 (wouldn’t work), and I’ve checked with Comcast Business re: my router firewall and they said there are no issues there. Sonos kept telling me to download the XFi app which does not even exist in the app store. The last solve is to call Technicolor (the manufacturer of my router) to tell them allow me to download the XFi app. Does this even make any sense? I feel like this is a Sonos issue.

      Hi vcdub - as you’ll have seen all I can say is I feel your pain, even though I’ve only spent an hour talking to support staff about this! It’s (sort of) good to know that someone else is having the same issue however. Maybe the knowledgeable people on this forum can help us come to a solution.

        Locito09
        Lyricist I
        June 6, 2023

        Habe das gleiche Problem , kann nicht sein das Sonos keine Lösung hat 

        Locito09
        Lyricist I
        June 17, 2023

        is there no solution yet?

        Steven TallachAuthor
        Contributor I
        June 17, 2023

        No - no solution yet. I’m wondering whether if I take it to my friends’ house I might be able to update it on their network and then bring it back to my own house and see if I can then re-connect it. If that doesn’t work I’m going to have to give Sonos another call!

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