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I have updated the Sonos app on my Samsung phone to version 15.1 and, despite spending > 6 hours trying to fix it,  my Sonos system is now un-usable. My Play:1’s won't connect to my Beam and won't reconnect to the Sonos app unless I reset them and create a new account without my Beam.

I have tried using wifi and ethernet cables (at different times) but nothing helps. I have also used the PC version of the Sonos app but got error 1101 when the update failed.

The Sonos app says my Sonos system must be updated but also says the app must be updated first. But my app is already the latest version (15.1). So I can't update my app (already the latest version) or system, and my system won't work properly without being updated. Many functions are greyed out in the app and, as already mentioned, I can't add back my Play:1 speakers which I reset to try to fix the problem (without success). So my system is un-usable junk.

Despite the Sonos app being version 15.1, it shows my Beam as being version 14.20.2, but I can't update the Beam because the app says that the app must be updated first, which is impossible because there is no newer app version than 15.1.

Why is an advanced computer science degree needed to operate my Sonos system? This should NOT be necessary.

Will Sonos compensate us for our loss? I'm sure the Australian ACCC would require them to do so irrespective of their onerous terms & conditions.

 

Hi @mhutchz,

If you’re having issues updating the Beam and it is stuck in a loop, since the it says the app needs to be updated when it already is, then I’d recommend reaching out to our support team for some live troubleshooting. They can push updates if it’s required and help you troubleshoot why the Beam isn’t updating.

For the Play:1 speakers, I can see they’re on a different system from the Beam now, so you’ll need to reset them to add them back to the same system as the Beam. It would be best to wait until you’re able to connect to the Beam before doing this, and our support team can guide you through it when you contact them about the Beam not updating.

I hope this helps!

Hi Jamie, thanks but Sonos support team is unable to fix this. I had multiple chats with them on the weekend and they didn't even acknowledge that version 15.1 is broken. They just said millions of people haven't had a problem. They said I had to speak to the phone channel but the phone team is only available at times when I'm at work (Monday to Friday from 9am) without access to my system, and they can't do anything if I'm not at home with the system. So my system is un-usable as a home theatre system. I'll never buy another Sonos speaker. I shouldn't need a computer science degree to maintain it. I want a refund for all the money I've spent on this junk. Refer to Consumer Guarantees on the Australian ACCC website which confirms a refund is available for this type of fault caused by the manufacturer: the speakers lack acceptable quality and are not fit for purpose. See www.accc.gov.au/consumers/buying-products-and-services/consumer-rights-and-guarantees

Jamie, also read:

www.accc.gov.au/consumers/problem-with-a-product-or-service-you-bought/repair-replace-refund-cancel

 

I am very disappointed, after a strange update of the Boost component that never ended, the system stopped working, I reset all my speakers but now I can't get them to work anymore!! :-(

Hi Jamie, thanks but Sonos support team is unable to fix this. I had multiple chats with them on the weekend and they didn't even acknowledge that version 15.1 is broken. They just said millions of people haven't had a problem. They said I had to speak to the phone channel but the phone team is only available at times when I'm at work (Monday to Friday from 9am) without access to my system, and they can't do anything if I'm not at home with the system. So my system is un-usable as a home theatre system. I'll never buy another Sonos speaker. I shouldn't need a computer science degree to maintain it. I want a refund for all the money I've spent on this junk. Refer to Consumer Guarantees on the Australian ACCC website which confirms a refund is available for this type of fault caused by the manufacturer: the speakers lack acceptable quality and are not fit for purpose. See www.accc.gov.au/consumers/buying-products-and-services/consumer-rights-and-guarantees

Hi @mhutchz,

It’s likely that this is an issue that unfortunately can’t be resolved over our live chat or email channels, as the support engineer would need to remote into your system, which they are only able to do over the phone with you.

I understand not being able to call in is frustrating when this is needed to get your home theater up and running again. I’d suggest reaching out and checking if it’s possible for our support team to schedule a time for them to call you to resolve this issue.

If you’re looking towards a refund, then you have to reach out to our sales team to discuss your options with them.

I am very disappointed, after a strange update of the Boost component that never ended, the system stopped working, I reset all my speakers but now I can't get them to work anymore!! :-(

Hi @Pietro L.,

It sounds like you’re running into a different issue with the Boost which we are aware of:

From what I’ve heard from our engineers, the ‘Updating’ message is erroneous and the Boost will have been updated. However, as you have reset your speakers, you’ll likely have to perform some additional troubleshooting to have your system working again.

I’d recommend you reach out to our support team to discuss with them.

I hope this information helps

Same issue.  After updating to 15.1.1, speakers with my sound bars (beam + one x 2, beam + Five x 2 + sub, Arc + sub x2) all failing to work together.  I need to read the release notes but it certainly changed how they communicate.   I hesitate to call the support as they always try to blame my network. 

Same issue.  After updating to 15.1.1, speakers with my sound bars (beam + one x 2, beam + Five x 2 + sub, Arc + sub x2) all failing to work together.  I need to read the release notes but it certainly changed how they communicate.   I hesitate to call the support as they always try to blame my network. 

It’s your prerogative not to phone Sonos support, but it seems from the Staff posts above, assuming your issue is identical, that is likely the best way forward to get the matter resolved.

It’s a fact, however, that not every CS rep has complete knowledge about complicated networking, despite the best training regimen possible. It’s just not possible to hire front line people who always have a full understanding of the systems. I’d concur with @Ken_Griffiths that calling back in would be best for you. 

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