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Avp1994
Contributor I
June 9, 2024
Answered

sonos arc no connection in sonos app,

I bought a Sonos arc and just want to add it to my Sonos app, when I follow all the steps until I can select my location (after connecting to the network) then I get the 1.101 error. And the device is not showing in the app. 

when I then download the Sonos s1 app it recognizes the arc soundbar but an error shows ‘not compatible’. I don’t understand why it shows on the s1 app, but I can’t do anything with it, and  on my normal Sonos app it doesn’t show… 

 

already tried factory resetting, restarting router, deleting app,…. 
anyone the same issue and has a solution??

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    Corry P
    Corry PAnswer
    Sonos Staff
    June 18, 2024

    Hi @Avp1994 et al

    We have identified an issue affecting some users where they receive a 1101 error when updating products. We are investigating, but do not have an ETA for a fix at this time.

    In the meantime, you may be able to workaround this issue by performing the software updates via the Desktop app for Windows or Mac. If you already have the Desktop app installed, please reset the Desktop app after receiving the 1101 error in the mobile app before attempting the update from the Desktop controller (Help > Reset Controller). If you don’t already have the Desktop app installed, there's no need to reset it once it is installed. You can find the Desktop controller on our downloads page.

    I hope this helps.

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

    MarkM843
    Lyricist I
    June 9, 2024

    Anyone know how to get past error codes 1, 101?

    Moderator edit: Moved post from another thread

    karanj
    Lyricist II
    June 10, 2024

    Same issue. Haven’t tried S1 app as it’s explicitly listed as not compatible… last week I set up my dad’s Arc and had no issues, impressed with it so I got my own. Mine looks like a dud.

    Avp1994Author
    Contributor I
    June 10, 2024

    Was just wondering, do you/you father also use IOS or Android?

    karanj
    Lyricist II
    June 10, 2024

    We both use iOS 

    Avp1994Author
    Contributor I
    June 11, 2024

    Ahh ok was something I was wondering, perhaps the issue was iOS but if it works at your fathers side…. The show where I bought it agreed to give a new one hopefully it will be solved.

    Corry P
    Corry P
    Sonos Staff
    June 13, 2024

    Hi @Avp1994 et al

    Welcome to the Sonos Community! Apologies for the delay.

    We’d like to look into this error 1101 issue for you all. Could you please recreate the issue and submit a support diagnostic immediately after? Please post here to let me know you have done so, but please don’t share the number you are given at the end of the process. Thanks.

    If you have the option, you may find that you are able to complete the updates from a different controller - please try updating from within the Desktop Controller for either macOS or Windows, if you can. You can download it here. Please be sure to submit diagnostics from your phone first, however.

    I hope this helps.

    "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
    Dopfe253
    Lyricist I
    June 17, 2024

    Same issue here and recreated it to send a system diagnosis couple minutes ago. 
    Also tried to update via the MacOS controller. The controller didn’t even let me use it and only referred to the mobile app to set up my system. So no chance to update the arc via that. 

    3003Hisa
    Lyricist I
    June 18, 2024

    Same here, the device gets added, then the 1.101 error appears and it’s no where to be found… 

    Tried 2 different iOS devices, factory resets and 2 different networks.  Same issue always… 

    Corry P
    Corry PAnswer
    Sonos Staff
    June 18, 2024

    Hi @Avp1994 et al

    We have identified an issue affecting some users where they receive a 1101 error when updating products. We are investigating, but do not have an ETA for a fix at this time.

    In the meantime, you may be able to workaround this issue by performing the software updates via the Desktop app for Windows or Mac. If you already have the Desktop app installed, please reset the Desktop app after receiving the 1101 error in the mobile app before attempting the update from the Desktop controller (Help > Reset Controller). If you don’t already have the Desktop app installed, there's no need to reset it once it is installed. You can find the Desktop controller on our downloads page.

    I hope this helps.

    "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
    Avp1994Author
    Contributor I
    June 18, 2024

    yeah it is fixed for the moment

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