Skip to main content
davparker
Contributor II
Nov 10, 2023 6:40 PM UTC

sonos controller installer failed to download. lost connection with server

“sonos controller installer failed to download. lost connection with server”

I realize this has been an ongoing bug with the Sonos Controller S2 app for years, It started after the release of the S2 version. I’m just wondering if Sonos support will ever try to resolve the problem. The workaround continues to be to download the latest controller app, install it, then run the Update Now to push updates to the devices. This same problem occurs on any of the three PCs I run the controller from. 

    This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.

    10 replies

    davparkerAuthor
    Contributor II
    Nov 10, 2023 6:46 PM UTC

    Seems to be an issue with the hosting service today. 

    nslookup update-software.sonos.com
    Server:  dns.sse.cisco.com
    Address:  208.67.222.222

    Non-authoritative answer:
    Name:    e7788.b.akamaiedge.net
    Address:  104.90.19.43
    Aliases:  update-software.sonos.com
              ssl.sonos.com-dsa.edgekey.net
              ssl.sonos.com-dsa.edgekey.net.globalredir.akadns.net

     

    ping update-software.sonos.com

    Pinging e7788.b.akamaiedge.net [104.90.19.43] with 32 bytes of data:
    Request timed out.
    Request timed out.
    Request timed out.
    Request timed out.

    Translate
    ratty
    ratty
    Nov 10, 2023 6:48 PM UTC

    I don’t recognise this as an “ongoing bug”, and I’ve used the Windows desktop controller for 16 years.

    If it’s happening to all the PCs on your network I’d suspect the internet connection and/or whatever security software is running on the PCs.

    Translate
      davparkerAuthor
      Contributor II
      Nov 10, 2023 6:56 PM UTC

      It is an ongoing bug here in my region. My Internet is fine. I manage networks for a living.

      Monitoring the IP for the download server, it suddenly started replying.

      Reply from 104.90.19.43: bytes=32 time=17ms TTL=53
      Reply from 104.90.19.43: bytes=32 time=31ms TTL=53
       

      I got the download. Tried the update from the controller app, it appeared that it was attempting a download for quite some time then produced the expected “Lost connection with server.” error Back to the manual install/update method.

      Translate
      ratty
      ratty
      Nov 10, 2023 8:33 PM UTC

      All I can say is that I’m able to ping 104.90.19.43 repeatedly without any problem.

       

      Translate
        algauthier
        Trending Lyricist I
        Nov 11, 2023 6:46 AM UTC

        Could someone please help to guide me to the download link.  I’m somehow missing it - it can’t be that hard to find but I can’t find anything that leads to software downloads, or controller software on the website.

        Translate
        ratty
        ratty
        Nov 11, 2023 7:36 AM UTC

        Could someone please help to guide me to the download link.  I’m somehow missing it - it can’t be that hard to find but I can’t find anything that leads to software downloads, or controller software on the website.

        Search "Sonos downloads" perhaps?

        https://support.sonos.com/en-gb/downloads

        Translate
          algauthier
          Trending Lyricist I
          Nov 12, 2023 9:39 AM UTC

          Could someone please help to guide me to the download link.  I’m somehow missing it - it can’t be that hard to find but I can’t find anything that leads to software downloads, or controller software on the website.

          Search "Sonos downloads" perhaps?

          https://support.sonos.com/en-gb/downloads

          Thank you! That’s what I needed!! 

           

          @Sonos, please put a downloads link in th menus so it’s easy to find

          Translate
          ratty
          ratty
          Nov 12, 2023 11:19 AM UTC

          I went to sonos.com and clicked on “support” (as one usually does). Scroll down the page, and there’s “Download the Sonos app”...

          Translate
            davparkerAuthor
            Contributor II
            Nov 21, 2023 3:19 PM UTC

            FYI.

            The update from the controller app is still failing on Windows 10 and 11 machines here. Been going on for a few years now, I think since S2. Reverting to the manual method of downloading the latest Controller update and running the installer.

            Translate
            davparkerAuthor
            Contributor II
            Feb 16, 2024 3:05 PM UTC

            Still an ongoing issue:

            “Sonos controller installer failed to download.”

            It has worked one time in the past several months. Over 90% of the time it fails.

             

            nslookup update-software.sonos.com
            Server:  dns.sse.cisco.com
            Address:  208.67.222.222

            Non-authoritative answer:
            Name:    e7788.b.akamaiedge.net
            Address:  23.195.218.207
            Aliases:  update-software.sonos.com
                      ssl.sonos.com-dsa.edgekey.net
                      ssl.sonos.com-dsa.edgekey.net.globalredir.akadns.net


            ping update-software.sonos.com

            Pinging e7788.b.akamaiedge.net [23.195.218.207] with 32 bytes of data:
            Request timed out.
            Request timed out.
            Request timed out.
            Request timed out.

            Ping statistics for 23.195.218.207:
                Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),

            Translate
            Terms & ConditionsAccessibility statement