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S1 app stopped connecting to 15-year old S1 system 2 months after an S2 Arc was installed in house

  • October 3, 2024
  • 8 replies
  • 197 views
T

I've had an S1 so no system of five components for 15 or more years and it's been wonderful.  Two months ago I got a Sonos Arc for a new TV in a single room and have not even used the S2 app to play music on that system, and my S1 system has been working fine the whole 2 months.  I have not updated any app or component, as far as I know.  But just now, my S1 app can only see the Arc and wants me to download the S2 app. 

 

I've heard about all the mess with the S2 app upgrades in the past 6 months, and have not had to deal with them because I only use the Arc with the TV.  Now this? 

 

Help!

Best answer by controlav

I had this, but details on how I fixed it are vague in my memory.

If it happened again I would:

  • power down the arc
  • reset the S1 app
  • start the S1 app and connect to existing system
  • power up the Arc
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8 replies

controlav
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  • controlav
  • Lead Maestro
  • 7866 replies
  • Answer
  • October 3, 2024

I had this, but details on how I fixed it are vague in my memory.

If it happened again I would:

  • power down the arc
  • reset the S1 app
  • start the S1 app and connect to existing system
  • power up the Arc
Author of the leading independent Sonos apps for Android, MacOS, iOS, Windows and Xbox.
T
  • Timothy GILL
  • Author
  • Contributor I
  • 6 replies
  • October 7, 2024

Thanks for the sugestion.  I powered off the Arc and then opened the S1 app on my phone to do your 2nd step, “reset the S1 app.”  It had to “connect to an existing system” first,  and then it just gave me the same option as before, “Use Sonos S2 app” and the More Options ► About My System still gives me information about the Arc system, which is powered off.

I’m very confused, and frustrated.  Why is Sonos breaking my existing system, and now, after 2 months of using the Arc just on a TV with the old 5-zone S1 system working fine????

T
  • Timothy GILL
  • Author
  • Contributor I
  • 6 replies
  • October 7, 2024

UPDATE:  I uninstalled the S1 sonos app from my phone and re-installed it.  When I ask it to connect to an existing system, it still comes up with the same “Install the S2 App” message and the system info shows the Arc hardware, even though it is still unplugged and very OFF.

 

WTF?

T
  • Timothy GILL
  • Author
  • Contributor I
  • 6 replies
  • October 7, 2024

BTW, my 15-year old set of 5 components include 4 ZonePlayers and a Connect.

T
  • Timothy GILL
  • Author
  • Contributor I
  • 6 replies
  • October 17, 2024

After a pretty unhelpful 30-minute call with Sonos support, and 5-6 email exhanges, I am wiaiting to hear from Sonos Level 2 support, as my issue has not gone away.  As it stands, my 5-zone system base don the ZP-100 amps has ben bricked by something they did.  This sucks,

controlav
Forum|alt.badge.img+24
  • controlav
  • Lead Maestro
  • 7866 replies
  • October 17, 2024

After a pretty unhelpful 30-minute call with Sonos support, and 5-6 email exhanges, I am wiaiting to hear from Sonos Level 2 support, as my issue has not gone away.  As it stands, my 5-zone system base don the ZP-100 amps has ben bricked by something they did.  This sucks,

Your system has not been bricked. Try the Desktop or third party apps and you should see your devices are fine. The mobile app is, um, less so.

Author of the leading independent Sonos apps for Android, MacOS, iOS, Windows and Xbox.
T
  • Timothy GILL
  • Author
  • Contributor I
  • 6 replies
  • October 18, 2024

The desktop app has the same problem.  It asks me to update to S2 and can only see the Arc/subwoofer.

I was not aware of other apps that can control the Sonos hardware.  Is there one you recommend?

T
  • Timothy GILL
  • Author
  • Contributor I
  • 6 replies
  • October 23, 2024

Calling the 800 number again yesterday, the agent was able to connect me to a Level 2 support rep.  With the network & customer history tools he had to work with, he could see that I had a ZoneBridge box that was connected to my WiFi router that I had never disconnected during my previous attempts to reset the S1 app, and so it was retaining a memory or something of the Arc components..  Once I had disconnected that ZoneBridge and powered off the Arc components, I was able to reset the app and get it working.  It’s unfortunate that I had placed the ZoneBridge device close to the router but not in a place I could see it or I would have disconnected it myself the first time I went through the reset procedure!

 

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