Sonos app fails after latest android update

I just keeping getting the message “Update Problem  There was a problem during the update of your Sonos System.  Select Try again to repeat the update.

But this is not working, so my system is not working… these update are bad… they should have never been released.  So what now?

Not much information to go on, so we’ll start with a classic series of troubleshooting steps. 

1. make sure you have one Sonos device wired directly to your router. Not a repeater, but the actual router.
2. Make sure you’re not running any VPNs or virus protection programs on your network,  or for that matter, any work installed ‘profiles’ on your controller device.
3. tell us what Sonos devices you have.
4. tell us what router, and ISP you have. 
5. tell us what device your controller is on, and which version of the OS it runs
6. Submit a diagnostic from your controller, if you can, and post the number here, or call in to Sonos directly. There would likely be information there that might point to the reason why you’re experiencing this issue, when most are not. A Sonos rep would have access to read that, and may be able to come to a conclusion long before we can ask you for every detail of your network. 

All of my speakers show up in the app, but when it goes to update, it goes to the last stage of the update, that is when I get the message that the app did not update.. and then all of my speakers are scrambled. I have One SL, One (stereo pari), Arc, One Left One Right, Sub (grouped together), I have Sonos 5, Sonos Move, and pair of Sonos Roam.

Nothing has changed in my system… but the app update is where the issue is.  I have a lot of money in the Sonos line of products… the app should not crash my system.

Please confirm that you’ve done 1.

Please supply an answer to number 4 and 5.

I believe you when you say you’ve changed nothing in your system, but unfortunately, that does not mean nothing has changed at all, and it’s only with the answer to those questions can we build a mental image of your system, and begin to hone in on where the issue may lie.

Or, if you do number 6, you can put it all in Sonos’ hands, since all that data should be, I’d expect, in the diagnostic. You’ll need to contact them directly, of course, and tell them which diagnostic to look at. 

Shut down and restart the controller App.

Here is some information about my system:

• I am trying to update the APP on Samsung Note 9 phone (model AM-N960U), running Android 10
• Sonos App is S2 version 13.3, build 65121040
• My Router is a Eero Router (App version 6.4.0-2092).  This is running on Windows 10 on laptop
• ISP is Point Broadband (Speed Test is Down 239.0 Mbps and Up is 201.0 Mbps)
• I am not sure how to get a diagnostic report from the controller
• here are the speaker I have
  • Sonos One and Sonos One SL (Paired)
  • For TV, I have a 2 Sonos One’s (Paired), ARC Soundbar and Sonos Sub
  • Sonos Move
  • 2 Sonos Roam

The system was working fine a week ago, except for the Roam would not stay as a stereo pair.  After the initial update, was loosing speakers.  If I open the app now, all of the speakers are present and are working…  I can’t make any changes to them, but they work.  When I try the update, it goes to the third step, where it says “finishing up”, then I get the message “There was a problem during the update of your Sonos System.  Select try again to repeat the upate”

After the failure, most of my speaker are missing.  If I reboot the phone, then they come back.

Let me know what other information I can supply.

I have rebooted the router several times, including the Modem..and the Samsung Phone.

Thanks

Here is the procedure for submitting diagnostics. I suggest that you you submit a diagnostic after the update fail, uninstall the App, and reinstall a fresh copy. If there is another fail, submit another diagnostic. Sonos Staff can access and comment on the diagnostic. Be sure to log the confirmation numbers.

Refrain from Factory Reset of any SONOS units without further consult.

Unfortunately, you haven’t confirmed the connection of one speaker using an Ethernet cable to your base Eero router, but that information will be in the diagnostic that buzz has recommended. 

It certainly sounds as if there is some sort of communication issue between your Eero system and your speakers that is causing the update to fail, for unknown reasons. Generally speaking, connecting one device to the base router can resolve that, although there are certainly other issues that can still cause a failure to complete the update, some as simple as virus protection programs, VPNs, or other systems blocking access to specific servers that Sonos uses to do the update process. Or, there could be a DNS issue completely outside your control. We just won’t know until Sonos is able to look at that diagnostic, which I would assume have some error logging to tell them what is going on.

I would certainly second the suggestion that you not do any factory resets to your system without instruction from Sonos reps. 

Two things i have no tried yet.... I have not tried to update with one speaker connected to Eeros router with cable. The second thing is that i have not deleted the app and started over ill try this tomorrow.