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buston35
Contributor I
Dec 2, 2024 5:29 PM UTC
Answered

connection

I have 2 Play 1s, a Beam and a Connect Amp.  One Play1 And the Beam connect and work fine.  The other Play1 and the Connect Amp are recognised by the app but fail connection, and for the Connect Amp will not update the software so can't complete.  I do not understand how 2 items work but 2 do not.  Have had 2 phone sessions wth agents with no success.

How can half the system work and half not especially when the play1s are identical.  Surely it can't be anything to do with my router or wifi.

I was in the process of updating my sonos but am now having second thoughts unless I can get a handle on the the systems reliabilty.

 

 

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Pools-3015
Pools-3015Answer
Prodigy I
Dec 2, 2024 5:34 PM UTC

Do you get an error 1000 when updating?

If so there are a couple things you can try:

  1. Connect the problem devices to your network with an ethernet cable and try the update again.
  2. If they are already connected, use a computer (PC or MAC) to update the problem devices.

Some older devices have had issues updating, and users have found success with these steps.

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7 replies

Pools-3015
Pools-3015Answer
Prodigy I
Dec 2, 2024 5:34 PM UTC

Do you get an error 1000 when updating?

If so there are a couple things you can try:

  1. Connect the problem devices to your network with an ethernet cable and try the update again.
  2. If they are already connected, use a computer (PC or MAC) to update the problem devices.

Some older devices have had issues updating, and users have found success with these steps.

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buston35Author
Contributor I
Dec 8, 2024 5:33 PM UTC

Many thanks for the response.  Yes have tried using the ethernet connection several times with no success.  I also looked to try an alternative device, other than my mobile, to house the Sonos systems app but found that my Samsung tablet cannot work with the controller  app and neither will my pc.  When I try to download the necessary systems app with the black logo to my pc I only get the desktop app with the yellow logo.  Very frustrating as I want to update my system but not unless I'm in control of it.

Geoff

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Pools-3015
Pools-3015
Prodigy I
Dec 8, 2024 9:06 PM UTC

Sounds like you are using the S1 mobile app. On the Sonos download site there are both apps available for PC or Mac. Just scroll down on the page to find it. it has “SONOS S1” on it.

If you are using the S2 app then the app you downloaded is the correct one to use.

Make sure you have the latest updates installed. This would make updating easier.

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    Vokes1
    Lyricist I
    Dec 31, 2024 1:33 PM UTC

    It will not connect all my devices 

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    buston35Author
    Contributor I
    Dec 31, 2024 5:36 PM UTC

    Am using S2 app and also was able to use the controller app from my computer without success.  Am running out of ideas.

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    Airgetlam
    Airgetlam
    Dec 31, 2024 7:50 PM UTC

    I would recommend that you submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it. But don’t post the resulting diagnostic number here, they get sensitive about GDPR.

    There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.

    When you speak directly to the Support staff, they have tools at their disposal that will allow them to give you advice specific to your network and Sonos system.

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    Bruce
    buston35Author
    Contributor I
    Jan 24, 2025 9:37 AM UTC

    Finally got everything working but, frankly, it has been a protracted experience and I almost gave up on Sonos despite getting very good support from their team. Am still not too sure how I did it.  Thanks for the help.

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