Contributor I

15.1 Update not working on Sub Mini - Infinitely Updating and Blue Dot

Forum|Forum|3 years ago
February 24, 2023
23 replies
1798 views

I have a Sub Mini experiencing the exact symptoms reported with the Boost. It was connected to a Beam 1 and 2 Play:1s and working perfectly until yesterday evening. At point of update last night the Beam and Sub Mini were both failing to update to 15.1. I disconnected the devices from each other and the Beam then updated. The Sub Mini is now completely disconnected and shows as ‘unused’ in my devices list. It says it needs to be updated.

It won’t complete the update, failing at the ‘Finishing Up’ stage with the update problem and try again message after taking a long time and therefore, because all of the other devices are on 15.1 it won’t join the system and so, my expensive subwoofer now is unusable.

When the update does error out, it does also have the blue dot with ‘updating’ next to the Sub Mini in the System Menu but obviously, it never works. I force close the Sonos app and it asks to update again. And yes, I’ve tried rebooting routers, logging out, force close and everything suggested on the Boost thread.

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Airgetlam

Have you called Sonos Support directly to discuss it?

Bruce

M

mhutchz

Enthusiast I

I have the same endless update-loop problem. The Sonos app (on android phone & also PC) says my system (Beam + 2 Play:1’s) must be updated but also says the app must be updated first. But the app is already the latest version (15.1). So I can't update my app (already with the latest version) or system and my system won't work properly without being updated. Many functions are greyed out in the app and I can't add back my Play:1 speakers which I reset to try to fix the problem (without success). My Play:1’s don't even appear when I scan for speakers to add, and using an ethernet cable from my router to the Play:1’s makes no difference. Error 1101 appears in the PC version of the app but no error code appears in the android version of the app. Sonos Customer Service wasn't able to fix it and denied any problem with app version 15.1 - however I think they're wrong.

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SagarG

Contributor I

I am having this same exact problem. I spent couple of hours with Sonos chat support and person was not able to resolve this issue. My disappointment with Sonos support was that whole diagnostic was based on the assumption that issue is with my network connection or phone. Just to prove that it was not the case, I installed app on iOS device which never had Sonos App installed and also connected sub mini with ethernet cable to my router. I disconnected all the other Sonos speaker and just kept my sub min powered on and connected to network via cable, but that too did not resolved this issue. So basically my sub mini is not working right now.

Ken_Griffiths

I am having this same exact problem. I spent couple of hours with Sonos chat support and person was not able to resolve this issue. My disappointment with Sonos support was that whole diagnostic was based on the assumption that issue is with my network connection or phone. Just to prove that it was not the case, I installed app on iOS device which never had Sonos App installed and also connected sub mini with ethernet cable to my router. I disconnected all the other Sonos speaker and just kept my sub min powered on and connected to network via cable, but that too did not resolved this issue. So basically my sub mini is not working right now.

Did the Support Staff have you reset both the main device that the Sub-Mini was bonded to, aswell as the Sub? It would be helpful to know what troubleshooting steps were done so far, as my own initial thoughts were to perhaps concentrate on the ‘master’ main player that the Sub is/was bonded to as the device IP address is usually proxied through that device from the routers DHCP server.

Anyhow, did Support escalate this issue to level-2 assuming some of the above things were perhaps tried first? It does initially sound like a router/network issue relating to the ‘proxying’ of the devices IP address, but that’s just a bit of a guess on my part🤔?

Flare

Prominent Collaborator I

@Hinksy99 does signing out of the App help?

I am curios why Sonos Support are still going through the whole remove reboot reinstall diagnostic, its your network issue drama when @Corry P has already confirmed its an App issue and we need to wait for an update! Isnt this information passed to L1 support so that they dont waste customers time?

S

SagarG

Contributor I

I am having this same exact problem. I spent couple of hours with Sonos chat support and person was not able to resolve this issue. My disappointment with Sonos support was that whole diagnostic was based on the assumption that issue is with my network connection or phone. Just to prove that it was not the case, I installed app on iOS device which never had Sonos App installed and also connected sub mini with ethernet cable to my router. I disconnected all the other Sonos speaker and just kept my sub min powered on and connected to network via cable, but that too did not resolved this issue. So basically my sub mini is not working right now.

Did the Support Staff have you reset both the main device that the Sub-Mini was bonded to, aswell as the Sub? It would be helpful to know what troubleshooting steps were done so far, as my own initial thoughts were to perhaps concentrate on the ‘master’ main player that the Sub is/was bonded to as the device IP address is usually proxied through that device from the routers DHCP server.

Anyhow, did Support escalate this issue to level-2 assuming some of the above things were perhaps tried first? It does initially sound like a router/network issue relating to the ‘proxying’ of the devices IP address, but that’s just a bit of a guess on my part🤔?

@Ken_Griffiths -

My current setup is Sonos Beam Gen 2, pair of Sonos One as surround and Sub Mini. Here are the main trouble shooting steps I went with support staff.

Made me installed Sonos App on new device and connected to existing system in that newly installed app.
Removed Sub mini from existing setup. I was able to remove sub mini even though app was report error on this device
Asked me power off all the devices other than Sub Mini.
Connected Sub Mini directly to router using ethernet cable.
After doing about steps, when I opened app, Sub Mini was displayed as “unassigned” and it was showing that update is required.
Even though Sub Mini was connected to router via cable, I was not able to disable wi-fi and clicking on disable wi-fi triggered software update for sub mini. I was not entirely sure whether sub mini was using ethernet connection or wi-fi connection for communicating to Sonos App.
Update went on for sometime and it failed with generic error message without any error code.

Char support informed me that I need to call support using phone on Monday , and gave me the ticket number which I can use to resume troubleshooting process using remote session or something.

Ken_Griffiths

Ah okay thanks @SagarG. It would probably not be helpful for anyone to suggest anything to try at this point in time then, until after you’ve completed your remote session with Sonos Support. I’m sure they may need to establish what caused your issue, but maybe let us know how it goes and what steps were taken to (hopefully) get things back up and running as that may go onto help one or two others here too.

J

juliogeordio

Lyricist I

Same issue here on the Sub mini - chat support couldnt help, phone support couldnt help. Tried factory reset, using wired, back to wireless - issues are always with sub mini losing connection during the update: either 1005 or just “Sub Mini Disconnected from WiFi”

Again - support seems to only try fixes based on the assumption someone has some kind of wifi router issue when its defo the update. right now i have an expensive brick in the living room...

U

User941961

Contributor I

I've got the same issue, error messages all refer to sub mini - either not connected or needs an update which feeds into the group it's linked to.
Online chat directed me to phone call and went through all the same things, use ethernet, unplug device, unplug router and so on with no result until we got cut off 😢

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SagarG

Contributor I

I was able to get hold of support over phone. They tried to factory reset my sub min, but failed to factory reset it. Tried it for few time and did not work. Support person informed that boot routine on sub mini got corrupted. Luckily my sub mini is still under warranty here support personnel create case to replace it. So for me I will be getting a replacement, but I really do feel for other who might not have their product under warranty. I turned off auto update and will be really scared to update any future firmware update given this experience.

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