Cant update Sonos One or Connect

Sorry that you are having update issues. Just to clarify don’t assume that because other devices on your network are OK that Sonos should be also.

The difference is that other devices like cell phones, tablets, computers, TV’s, AppleTV, Streaming sticks and other Wifi/Ethernet capable devices are just Host (router) and Client (your devices) which is a simple connection. Sonos on the  other hand is constantly chatting not only with your router but with each other over your network. Sonos device syncing takes bandwidth and requires a properly configured network.

Now…please tell us more about your network setup such as

• Equipment brand/model 
• Is your network comprised of a router/modem only
• Are there range extenders involved 
• Is your network a Mesh with a main router and satellites 

Thanks for your reply ​@AjTrek1 

Full fibre broadband to house connected to Vodafone Ultra Hub.
All mesh extenders disconnected so Router is standalone
Router has two separate wi-fi networks. A 2.4/5GHz and  2.4/5/6Ghz
Router has two ethernet outputs.

One ethernet output goes directly to Arc, other ethernet output goes to 8 port unmanaged switch.

Other than the Arc, the other devices were assigned to the 2.4/5GHz wifi network.

Sonos Devices :

Room : Lounge

Arc

2x Five, linked to Arc as surrounds
1 * Sub (g3) linked to Arc

Move standalone

One (g1, not g2 as originally posted) Unassigned to any room as can’t update. Was previously assigned to different room but wouldn’t update so tried factory reset.

Connect (g2) Unassigned to any room as can’t update. Was previously assigned to Lounge room but wouldn’t update so tried factory reset.

The problem seems to be updating the One and Connect.

In Settings/Your system, the Connect and One show as Not Registered. If I click on either there is a message saying Connect is not registered, or One is not registered and a button to “Fix It”

When Fix it is pressed, the update process starts. The relevant device LED flashes orange and white for some time, then goes solid. The update then fails with a message “There was a problem updating your Connect. If the problem persists, restart it and try again. Error code varies but latest was 1066

Tried to run update on Google Pixel 8 Pro Android with latest App version, on iPad Mini with latest App version and on Laptop using latest Sonos Controller App. 

Pixel & iPad Mini both using same 2.4/5GHz wifi network as Sonos wireless devices.
Laptop connected by Ethernet through unmanaged switch to Router.

Tried rebooting Router and powered down Sonos devices multiple times in sequence talked through on phone with Sonos support. Multiple diagnostic tests run and submitted as requested by Support.

Also tried connecting the One and Connect to the switch using ethernet cables but this makes no difference.

After 4 hours on chat and phone, Support then said to try next day as the updates were not fully implemented on their servers. I tried again 24 and 48 hours later but same errors.

I will phone them again today with the support ticket number, but thought I would post on the forum in case others were having the same problem and found a solution.

Just checked again with Sonos Support, quoting my previous ticket number and they advise the problem is with the registration process at their end. They are working on a fix with no estimate of when it will be sorted.

I’m facing the same issue. Very frustrating

I am sorry to hear you are having the same issue.

But at the same time I am pleased as I was beginning to think it was something I was doing wrong.

Which product/s are you trying to set up/register?

I wonder if this is a problem relating to older Sonos equipment.
 

My Connect (gen2) and One (gen1) are the two oldest pieces of kit I have and these are the ones that I can’t register.  
 

Using a Play 1 

Hi, I was dealing with this same issue.  Spent most of today resolving it and finally got it working.

Key takeaways: Pretty sure what finally got it working was unblocking TCP ports 1443 and 8581 to the affected Sonos products from my LAN, possibly also 3501 but I had that combined with the firewall rule for port 3500 so I don’t have a way to be sure right at the moment.  It also looks to me like they hit TCP 443 through to WAN, not just LAN (which isn’t super surprising if you know your TCP ports but including that detail in case someone doesn’t).  It’s definitely possible I caught some traffic that wasn’t necessary to get things working but until someone from Sonos engineering chimes in and says so I’d just open those all up to be safe.

If anyone from Sonos happens to glance at this you should probably include those ports in your list at https://support.sonos.com/en-us/article/configure-your-firewall-to-work-with-sonos or mention if they’re for legacy hardware (my hardware is old) or tell me I’m wrong or whatever because this was painful and took skills most people don’t have.  It would also be useful to include whether these ports need to be open to LAN or WAN if only so other people don’t have to mess around as much as I did.

Boring details, possibly irrelevant but who knows: 

• This all came at me when I was setting up VLANs on my local network, and the best resource that helped me get unstuck for at least some of that was this article:  https://www.packetmischief.ca/2021/08/04/operating-sonos-speakers-in-a-multi-vlan-network/ which got me to fix the IGMP reflection which I think was a problem on my end at some point but didn’t take notes really.  This is pretty setup specific so I’m including it for completeness. 
• I tried for a long time to set up just my playbar with the previously associated sub unplugged (though not really intentionally).  When I finally got it working again I had both plugged in because I thought “nah there’s no way” and plugged the sub in.  So it seems like maybe there was a way.
• I downloaded the mac controller and clicked around in there for a while.  I was able to get it recognize that my system didn’t need any updates there, so no idea if that triggered something on the backend that got the process on the S2 iOS app unstuck, could be a decent place to start looking if I were debugging on the Sonos side though
• I also visited and clicked around the web app (https://play.sonos.com/en-us/web-app) which I don’t think I was even aware existed.  It didn’t really do anything I don’t think but it’s hard to know so again included for completeness.
• It is possible I am forgetting things because I was doing this on and off all day so if you get stuck let me know and I can try to jog my memory

Hope this helps.

Thanks for your detailed response. Really appreciate it as Sonos seem unable to provide any useful guidance on the issue.

I am no PC expert, but I tried to follow the instructions in the link you posted to ensure my firewall was set up as per the Sonos guidelines :
https://support.sonos.com/en-us/article/configure-your-firewall-to-work-with-sonos

I then went into the Windows Defender Firewall with Advanced Security advanced setting and added a rule to allow TCP access to ports 443, 1443, 3500, 3501, 8581  to any address on the Private network profile.

Not sure if I have done this correctly, but it looks OK.

I have the firewall enabled on my min broadband router, but even in Expert mode, there doesn’t seem to be any way to configure it. It is either on or off.

Then I tried running the update again from the Win Sonos Controller. Unfortunately it still fails. 
 

So I’m still struggling to complete the registration for the two older Sonos products and until they are registered I can’t use them on my system.

Not sure what to do now, other than keep contacting Sonos. But thanks again for your reply.

Hi ​@imbarelytryingandyoucantstopme 

There have been no changes to the list of network ports that we use - it’s possible however that changing the configuration of which ports were open in the router caused the router to restart, thus effecting a sudden change in functionality. Perhaps - it’s really just a guess.

I have verified with an engineer that the ports you listed are not in use. Our page at https://support.sonos.com/en-us/article/configure-your-firewall-to-work-with-sonos remains up-to-date.

I hope this helps.

An update in case anyone is having the same issues.

After a further lengthy call with Support earlier this week I was still unable to get the One to update correctly and get it working again on my system.

This despite attempting many different procedures as guided by telephone support.

Today I had a scheduled call with L2 support and it was a completely different experience.

The agent suggested we try to add the Connect to a stand alone system using a hotspot wifi network from my phone, linked to an ipad mini.

We did a factory reset on the Connect.
Uninstalled the Sonos Controller app on the ipad.

Reinstalled the Sonos app on the ipad.

Powered up the Connect and allowed it to reboot.

Started the App on the ipad and chose the option on the opening page to add a speaker or component.

Added the Connect without any problems and was prompted to run the update.

The update completed successfully on the 1st attempt and the Connect was then fully functional in the new system on the ipad.

Then another factory reset on the Connect. (Which I learned today DOES NOT wind back any software updates)

Then added the Connect to my main system. This time it added perfectly and because the software was up to date, it didn’t prompt for another update (which was causing the problem in the 1st place).

It is now working as it should as part of my main Sonos system.

Result.

Very frustrating that it took over 8 hours of Chat and phone support over two weeks before i could speak with someone who knew how to force the update. But pleased that my Connect is now working again. And if it happens again, I now know how to sort it myself.

Hope this may help anyone in the same situation.

Sorry. I can’t see how to edit the post. 

The One did sort itself out earlier in the week, but it was the Connect that was causing the biggest problem.

Hi ​@lohr500 

Glad to hear that you got it fixed - thanks for updating the thread!