Connection Lost to Google and Amazon

Yes, same error. Here’s the diagnostic number: 157924829

Thanks for that @ngin.

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.  

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. 

Hello @ngin, 

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 @ngin,

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.  

I contacted Arris and they don’t know of this issue. 
 

I am getting tired of this. What can you do to help me fix this?

Have you called in to Sonos support, so it’s not a disjointed back and forth in a forum?

Hello @ngin,

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,

I already reached out to Arris. I am simultaneously working with Sonos, Eero and Arris to figure out where the issue lies and everyone is point fingers at everyone else.

I can say definitively that Sonos is the only piece of the puzzle that I am having issues with. It’s specific to my Sonos speakers not being able to complete the latest updates, as well as loosing connection with the music/radio services.