Question

S2 app upgrade stuck at Terms of Service


I am trying to upgrade to the S2 app and cannot get past the terms of use. I view and scroll all the way down but there is not accept or way to acknowledge I agree with them.

 


28 replies

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Hi @s4mclean, Thanks for reaching out and welcome to the community. Thanks for sharing that workaround. We are still checking this with our specialists regarding this issue. 

We're here to answer any further questions you have.

The problem is that it won't even install to the point where you CAN submit a report. It won't even let you accept the Terms of Use. 

Like Mickoloh says, no way to enjoin settings or any options because the S2 app does not install sufficiently to allow one access to any settings or further menu options. One is left rudderless and only allowed to  read the terms and conditions. No place to click acceptance and keep moving on within the app.

 

The problem is that it won't even install to the point where you CAN submit a report. It won't even let you accept the Terms of Use. 

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Hi @Mickoloh. Thanks for reaching out and the update. Upon checking, since your device is currently on an Android 11 beta version on your Pixel 2. I'd like to ask if you can try another controller which is on Android 7 to 10. So we can check for compatibility issues. If you're still having issues, kindly contact our phone support team.
They’re open Monday to Friday, from 9 am to 10 pm EST. Our phone support number: 1-800-680-2345.

Let us know how you get on with the advice above.

If there's any other issue you're having, feel free to reach out.

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Hi @Mickoloh, Wow, that's great. Thanks for sharing. I’m glad that it worked for you.

You're always welcome here.

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I’m having the same problem. When the ToS is open, it is open in a browser in the S2 app so I can’t switch back to the S2 app. This is frustrating.

I have tried same and it does not work. How many times do you want me to reinstall the S2 app? Please get me in a position to move forward. Using iOS 12. on iPhone 6.

 

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Hi @Donnal Spence. Thank you for reaching out and welcome to the community. Regarding your concern that when you're trying to upgrade to the S2 App and it is not letting you go through the Sonos terms of use page. I'd like to ask if have you tried to do it on another controller or uninstalling and reinstalling the Sonos S2 App to check if that will work.

Let us know how you get on with the advice above.

If there's any other issue you're having, feel free to reach out.

Thanks mine has been working fine although I have not deleted the S1 app as of yet

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Hi @s4mclean, thanks for the update. You’re Welcome. Glad it worked for you. 

If there's any other issue you're having, feel free to reach out.

The Sonos Community is always here to help

Donnal, I believe you have to click on the link to view the terms, and then you’ll be able to proceed with the upgrade process.    It’s been a couple weeks since I did my upgrade, but I believe that’s how I got passed the screen.

 

Edit:  To clarify a bit. After viewing the T&C that pop up, go back to this screen (your screenshot) and the buttons should be enabled.

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Hi @Mickoloh and @pheditor, thanks for the update. Since you’re still having the same issue. Kindly contact our phone support team for further assistance regarding the issue. They’re open Monday to Friday, from 9 am to 10 pm EST. Our phone support number: 1-800-680-2345. 

The S1 app offered me a download S2 invite mysteriously for the first time two days ago and after my nth install this one took, so my problem is over.

Sonos team this is completely unacceptable customer service.  Your app is broke and you should stop prompting people to upgrade to a broken service.  I have been struggling for days now and my sonos system is just a bunch of expensive paper weights until you fix it.

Are you one of those companies that jumped on the no QA bandwagon?  If not how did this make it through ypu testing cycle?

@peekay21, you are confusing app and firmware which are different things.

 

If Developer Options are turned on, turn them off, and try again.

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Hi @pheditor, thanks for the update.

If there's any other issue you're having, feel free to reach out.

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Hi @Jefferoo, Thanks for reaching out and welcome to the community. Regarding your concern that when you're trying to upgrade to the S2 App and it is not letting you go through the Sonos terms of use page. I'd like to ask if have you tried to do it on another controller or uninstalling and reinstalling the Sonos S2 App to check if that will work.

Let us know how you get on with the advice above.

If there's any other issue you're having, feel free to reach out.

I have tried same and it does not work. How many times do you want me to reinstall the S2 app? Please get me in a position to move forward. Using iOS 12. on iPhone 6.

 

I have an Android 9….have reinstalled this damn app at LEAST 10 times.  Can not get something that says “Accept terms of use”.  Now I’m even reading the Terms to see if I am missing something.  TOTALLY  frustrated.  The new app works on my PC (windows 10) but not on my phone.

 

Hi @Mickoloh. Thanks for reaching out and the update. Upon checking, since your device is currently on an Android 11 beta version on your Pixel 2. I'd like to ask if you can try another controller which is on Android 7 to 10. So we can check for compatibility issues. If you're still having issues, kindly contact our phone support team.
They’re open Monday to Friday, from 9 am to 10 pm EST. Our phone support number: 1-800-680-2345.

Let us know how you get on with the advice above.

If there's any other issue you're having, feel free to reach out.

I am having the same problem.  I have Android 9.  On the Terms of Use page, the black bar at bottom says View Terms of Use.  I have reinstalled at least 10 times.  The new Sonos 2 updated perfectly on my Windows 10 PC. PLEASE help!

I figured it out!

 

I disabled "Don't keep activities" in the developer options.

 

Worked great for me, S2 installed!

I had the same problem on my iPhone 6

To get around it:

  1. Click on the terms of use, it will open Safari (read it or not) Leave Safari open!
  2. Double tap the home button on the iPhone 
  3. Swipe back to the Sonos S2 app
  4. Tap on the Accept button while leaving Safari open.
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Hello I cant get passed the terms and conditions on my iPhone app 

and struggling to set up sonos with new wifi

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Hi everyone, Regarding this issue, here are some steps for troubleshooting in resolving this issue.

 

Part of the S2 update requires users to accept a new EULA. On Android controllers, this can cause an app crash if the user has Chrome disabled or is running a 3rd party default web browser.

In other instances, the user cannot accept the EULA when the Android Developer Options are turned on. In this case, the button to accept will not appear, but the app will not crash.

  • Navigate to app settings for Chrome
  • Disable the Chrome app
  • Uninstall or reset Sonos app
  • Launch the Sonos app and progress through the first-run carousel
  • Select "view terms of use" button
  • Sonos app will crash or close

(App crashes)

  • If the app crashes,  re-enable Chrome as the default web browse temporarily.
  • Go through the S2 update and accept the EULA
  • You will be able to disable Chrome again as desired

(No accept button)

  1. If you cannot accept the EULA due to a missing accept button, disable the developer options.
  2. Go through the S2 update and accept the EULA
  3. You will be able to enable the developer options again if desired

That doesn't work for me. I go to the T&C but when I go back, there's no continue button. Android 11 beta on a pixel 2 XL.

I am trying to upgrade to the S2 app and cannot get past the terms of use. I view and scroll all the way down but there is not accept or way to acknowledge I agree with them.

 

I just had the same issue on iPhone 7 running iOS 13.4.1 shut down the S2 app, Go back to the S1 app it will ask you to open the S2 app when the new app opens the accept button was on the first page that opened. I hope this will work for you. Thanks and good luck! 

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