Contributor I

Answered

Cannot update Sonos Arc via app on first setup

20 replies
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Dear community,

I recently bought a Sonos Arc which works fine when connected to my TV. The problem is that I cannot finalize the app registration (android phone) due to failure on checking for updates step (Error code 1101). Scrolling through the forums, I found that it’s due to some weird network connectivity issue which I am currently not able to solve.

Things that I’ve tried:

Plugging ethernet cable to the soundbar;
Reboot router;
Update via windows PC app;

Before reaching to the customer support, I wanted to check if anyone recently had this problem and if there are any other suggestions solve it.

Thank you!

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pedronvelosoAnswer

Lyricist II

If you're going nuts over this issue, like I was for 1h, the following worked for me. The issue here seems to be that older firmwares are incompatible with the current Sonos apps. So I was able to resolve it by downloading an older version of the Android app to my phone, and it just worked. This was after trying several tries with the most recent iphone and Android apps. Not every older app version will work though, because Sonos has implemented a forced app update.

I used the first version since the app UI redesign. Version 80.00.05

This certainly requires you to download the APK from elsewhere, not the Play Store. But I can confirm it worked.

Corry P

Sonos Staff

Hi @victor_danculea

Welcome to the Sonos Community!

Sorry to hear of the issue you’re having with installing your new Arc. We understood this Error 1101 issue to have been resolved with the latest update (released on Monday). Please ensure that your Sonos system is up to date (System icon » Manage » System Updates » Check for Updates), and that the Sonos app is up to date (go to App/Play Store and search for “Sonos”, update app if possible). Once done, please try updating the Arc once more.

If the Arc still will not update, please submit a support diagnostic and post here saying you have done so (don’t share the number given here), and I’ll be happy to take a look for you.

I hope this helps.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

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Deadfodder

Lyricist I

I too have had similar troubles as described above, same Error code 1101 Sonos Arc WiFi and wired attempts, first time set up, no other products plugged in. I’m on the latest Sonos app for iPhone.

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victor_danculeaAuthor

Contributor I

I believe it's a problem with the app not the network connection. I have read multiple complains regarding the latest update of the app having many bugs. Let's hope they address it soon.

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marc roca

Lyricist II

dear Corry P, I have the same issue, with a completly brand new Sonos Arc. Sonos App is updated, but I don’t understand how to update the Sonos system. Could you explain more about this and give us more detail?.

Please note when this error happen, the Sonos App can’t show the the speaker so we can’t go to it and can’t update anything.

Many thanks in advance

Corry P

Sonos Staff

Hi @marc roca

Welcome to the Sonos Community!

By opening the app and going to System Icon » Manage » System Updates, you can set a time that your Sonos system will automatically check for system updates, or you can instruct the system to check manually.

Normally, the manual procedure would also check for an App update on your device’s App/Play Store, but at present, this needs to be done manually. The easiest way to do this is probably just to search for Sonos in your App/Play Store and apply any update that is available.

This particular issue was fixed with an app update, rather than with a system update, so you should only need to go to the App/Play Store to update the app to resolve this issue.

At this point, however, if you still see error 1101 when updating your Arc, I recommend you get in touch with our technical support team who have tools at their disposal that will allow them to give you advice specific to your Sonos system and what it reports.

I hope this helps.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

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Chrisdonlon

Lyricist I

I purchased the Arc, i cant update the system

The Arc is connected to my network but everytime i try to update i get a failed cannot connect to the network.

System Update

Checking for update

We couldnt connect to the network...

What is going on?

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Shawk

Lyricist I

I have a new system and it cannot update the software. I can’t access any other options in the app except update software. The app is not working properly

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Shawk

Lyricist I

The diagnostics sent is ***********

Moderator Note: Recorded and removed Diagnostic number. Modified in accordance with the Community Code of Conduct.

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Deadfodder

Lyricist I

I resolved my issue by downloading the desktop app for Windows and successfully connecting the ARC there and updating initially there. Then when I opened the App on my phone everything has been working swimmingly since then.

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victor_danculeaAuthor

Contributor I

Nice, thanks for the update. In my case this didn't work. Still waiting for an update on the mobile app that hopefully fixes this issue.

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