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
As far as router info, I have an Arris Surfboard SB6183. I just now have the Sonos running through a Netgear GS605 switch since I changed the system to wired.
I just submitted diagnostics: 188835442
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Thanks for that
It looks like your other speakers are still powered on and the Ethernet cable itself might be bad.
Is it possible to change the cable and then try the update one more time?
Please make sure that both Kitchen and Office are unplugged and that only Living Room is powered on and wired into the network.
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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.
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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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.
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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.
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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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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.
Hi there. This is still an issue. I wired one of the speakers into the modem and I still received the same error.
I also just tried to update my system and I get a code 30 error. This is incredibly frustrating.
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Hello
Welcome to the community and thank you for reaching out to us with your playback issue.
It looks like you have reset your Sonos system since reaching out to us. Are you continuing to experience playback issues?
Is it possible to wire one of your Sonos players directly to your Eero router with an Ethernet cable to see if this changes the playback performance.
If necessary, please submit another diagnostic report and I’ll be happy to look it over.
Hi Jean,
I am still having the issue. My latest diagnostic report number is 1291508998. The same issue is happening where when I try to play a station, playlist, album or song, the error message says either that it can’t add the music to my queue or that the connection was lost.
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Hello again
I’ve taken a look over your reports and it looks like you’re in a fairly busy (WiFi) environment which could be contributing to your playback woes.
Can you tell us how far away your three speakers are from each other and from the primary Eero router?
Do you have plaster or concrete walls that could be blocking or interfering with your overall network communications?
You may find this article on network interference useful although it may not be possible to change the WiFi channel on you Eero from channel 1, but there may be some other ways that we can iron out the wrinkles here.
Hi Jean,
One speaker is in the same room, maybe 12-15 feet away with nothing to interfere. The second is in the next room over, an additional 15 feet away. The third is upstairs from the primary Eero, but in the same room as the beacon/booster, 5 or so feet away.
This is a new occurrence. I have not had this issue before and my floor plan and Sonos layout have not changed.
The Eero is the newest variable, which I set up in November. I wonder if it is related.
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Hello
Thank you for the additional information on your system.
Since you are getting Update Error 30 you will need to start by unplugging your other two Sonos Play: 1s from power. Start by working only with the Living Room player that is wired into your Eero and follow these steps:
Please report back and let us know how you are doing.
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Thank you for your response
Usually When I see the kinds of latency and communications issues that I do in your system, There’s a couple of things that I would want to look at.
First would be the actual location of the speakers themselves. Are your speakers sitting on or near anything metal or electronic that could be interfering with communications?
Is there any way that you can wire one of your speakers to the primary Eero node and test music playback?
When any one Sonos speaker is wired, it begins broadcasting it’s own mesh network and I’d be interested to see if this changes the playback behavior.
If you can provide any information about the router or modem that is feeding your Eero router, that would also be helpful in helping us identify the weak link in the chain.
Unfortunately, the update still didn’t work.
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Can you please submit a follow-up diagnostic report and respond with the number?
Yes, same error. Here’s the diagnostic number: 157924829
I had plugged in the kitchen unit after running those steps. But once again, I unplugged the other units, this time I changed the Ethernet cord (which works for other devices) and tried the update again I still got the error 30 code
The latest diagnostics number is 117914188.
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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.
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.
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?
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 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.
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
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