Lately whenever I try to play songs, stations or anything from either the iPhone app or Mac app, from either Google Music or Amazon music, I receive an error messages. Either,
My wifi connection is strong, so it’s not a home network issue.
Please help.
Diagnostics number is 2075267838
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Hi
If you're experiencing a recurring issue with your Sonos speakers, it would be best for you to continue working with us over the phone to expedite the process.
Our phone support team is closed on weekends. I strongly recommend contacting our Sonos Customer Care support team on Monday to further assist you on this by remotely connecting to your device to check what's going on and to provide the best option for you.
If you need help with any other information, please be sure to let us know.
The Sonos Community is always here to help.
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This happens to me ALL the time. Inconsistent. But seems to be guaranteed when I have a party. When is Sonos going to fix this?Makes me want to sell it all!
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Hello,
It looks like they currently have you set up on a different router for now but were otherwise not helpful in this matter.
Can you try the Error 30 resolution steps with with this new set up?
Meanwhile, I will be reaching out to you through direct message with additional information about how we can work with you to resolve this situation.
Hi there. I called Eero and we spent a lot of time trying to connect the Sonos units to the network. I then used another wifi router and now Sonos won’t even play without running the update, but can’t run the updated because of Error 30
Diagnostics # 1342021923
Please see the summary email that Eero sent me to pass on to you to help fix the problem.
Marshall Barlow (eero Customer Support)
Apr 27, 11:55 AM CDT
Hi Natali,
Thank you for contacting eero support.
Following up on our recent conversation.
We tried resetting the sonos and setting up on multiple networks, those being the eero network, eero guest network, and the cisco router e2000, and the issue persists where the sonos devices won't update.
Originally one was able to play music but after the reset they seem to be unable to function until they update.
With the issue happening on multiple different networks we would like to have sonos support assist with this issue.
Please keep me updated and I will respond asap.
Best regards,
Marshall
Marshall | eero Support
Hello. Again. As per Eero:
From what Sonos mentioned, it seems that they have seen there are some communications block on there devices, maybe they need to have some port to be open on the network, and this can be easily done from the eero app. If this is the case we only need to know which ports to open and set them on the network.
Is this a possible solution? Can you provide any information/guidance?
Thanks.
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Hello
The music playback error is related to the software update error that you are receiving.
Both of these errors are directly related to your Eero and how it is allowing communication between your Sonos speakers and the music service servers and our update servers.
Eero routers have been know to decide to “pause” or otherwise block communications between our products and the servers on the internet that we need in order to function. I have done everything I can from where I am sitting to help resolve this issue. At this point I would recommend that you reach out to Eero Support directly or to reach out to us by phone to solve this.
I really do understand your frustration with this situation and hope that Eero will be able to offer you more insight here.
I don’t believe that’s the issue. There was no pause, according to the help article.
I plugged in the Office unit (along with the Kitchen) and tried to play in the Office. The music didn’t even start to play. The error code said the “connection to Google Play Music was lost.”
Diagnostics: 333847510
Very very very frustrated.
+16
Hello
Can you take a look at your eero app and verify that eero isn’t pausing Sonos devices?
It seems that eero is still somehow blocking our connection to the update server, it’s possible that eero is doing this on it’s own.
Learn about un-pausing here:
I followed your steps. Update still failed with error 30.
Diagnostics: 1150389559
And I was mistaken about the age of the Living Room and Office units. They are only 4 or so years old.
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Hello
With update error 30 still in play we will need to keep the Kitchen player temporarily wired, all other Sonos products powered off (unplug both Office and Living Room)
Fully reboot both the Modem and the Eero
and then with only Kitchen powered on and wired directly to the network start the update process one more time.
If possible, try this update from a different Sonos controller (a different phone tablet or computer)
Please let us know the results, I’m not seeing the “bad ethernet cable” flag in this recent diagnostic so keep it wired as is until the update gets completed.
I connected the Kitchen unit to the router via Ethernet and still received an error code 30.
Diagnostics number: 568029462
Try temporarily moving the errant speaker closer to your router, and connect it with an Ethernet cable? Once it’s updated, you can then remove the Ethernet cable, and move it back?
The Kitchen unit is the farthest from the wifi. The Living Room unit is in the same room as the Eero Gateway, and the Office unit is in the same room as the Beacon. Neither have obstructions.
If the answer is that I need to update, and the problem is that I cannot update, then what can I do to fix this?
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Hello
The strength of the communication between the players and the router will definitely effect these issues. The newer player may able to maintain a stronger network connection than the older players. If you frequently group these together you may want to try playing to the kitchen and then adding living Room and Office to the playback group. It’s likely that you will still get playback errors until the Sonos system update can be completed.
Hello,
It seems that the issue may be with specific Sonos units. When I put music on in the Living Room unit, I get the error that the connection is lost. However, when I put the same music on in the Kitchen (a newer unit from March 2019), no connection is lost. The other two units are older - I’m not exactly sure how old but at least 5 years old. Does that help solve this issue?
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Thank you for verifying that for me,
If your Surfboard and Eero are not in conflict, the only other source of the issue remains the Ethernet connection between Sonos and the router.
I know that you changed the cable before but I’m still seeing a flag for a bad cable connection.
At this point all I can suggest is to change the Ethernet cable,
Un-power your Arris modem and all of your Eero nodes
Unplug all of your Sonos speakers from power.
Power you network back up starting with the Modem and then the Eero.
Power the Sonos speaker wired to the router back on.
Try the update one more time.
If the system still gives you error 30, please reach out to us by phone during the week so that we can assist you live with this.
Hi Jean. My firmware is updated. I do not have that version of firmware. My version is SB6183-9.2.0.0-GA-04-37-NOSH
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I understand what you are saying
Upgrading the Arris firmware as the Eero support page suggests should resolve this issue.
We would be unable to do anything about it since the Eero/Arris equipment combination is what allows or prevents your Sonos system access to both the update servers and the music services servers.
I’m not certain that Arris themselves would be aware of issues occurring downstream with third party equipment but they should be able to help you update the firmware on their modem.
Eero support should be better able to assist you since it is an issue between their routers and that specific Arris product and firmware version.
Hi Jean,
I already reached out to Arris. I am simultaneously working with Sonos, Eero and Arris to figure out where the issue lies and everyone is point fingers at everyone else.
I can say definitively that Sonos is the only piece of the puzzle that I am having issues with. It’s specific to my Sonos speakers not being able to complete the latest updates, as well as loosing connection with the music/radio services.
+16
Hello
Have you reached out to Eero support?
The Eero support page I was able to find seemed to have a possible fix by upgrading the Arris firmware.
They should be able to assist you with your firmware update if Arris has not been able to help you.
Your ISP or a network professional may also be able to provide support for your network hardware if you are not comfortable with logging into the modem yourself.
Have you called in to Sonos support, so it’s not a disjointed back and forth in a forum?
I contacted Arris and they don’t know of this issue.
I am getting tired of this. What can you do to help me fix this?
+16
Hello
Thank you for the updated diagnostic report from your system.
Although I am Sonos Support, I would be unable to assist you live on the phone. Sometimes these situations require a more hands on approach.
Meanwhile, I have been able to track down a possible source of this issue.
It’s possible that the combination of your Arris Surfboard and Eero is a known bug and you may want to touch base with Eero Support to verify the issue.
Please keep us posted on your situation, updating your modem firmware might be all that is needed.
I followed your suggestions and wired the kitchen with another cord and received the same error.
Diagnostics: 1572032508
i thought this was the support team.
+16
Hello
I’m still getting a flag for a possible bad cord in the system.
Can you try plugging the Sonos speaker into a different port or try switching to a third Ethernet cable?
If this isn’t working, try unplugging the Living Room from power and wiring the Kitchen Play: 1 into the router instead.
Update error 30 indicates that the Sonos products are not able to reach our update servers and download the information.
If this continues to give you the same update error you may need to reach out to our support team directly for assistance.
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