Sonos not working - error 1002 when playing spotify, error 1101 when updating

  • 12 December 2021
  • 41 replies
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41 replies

Ken_Griffiths

Well the setup all sounds okay to me in that case and obviously you’re internet connection is working, so not sure why things aren’t working as they should be, unless there’s a fault somewhere, or the network isn’t configured correctly? I’m really surprised it doesn’t work when in wired SonosNet mode, assuming all are on the same subnet? Especially as the guest networks were switched off earlier. It’s like some kind of isolation/connection-blocking issue.

Anyhow, maybe the next best step is to speak with Sonos Support Staff via this link below and see if they can maybe see what the issue is through your diagnostic report:

Diagnostic:

https://support.sonos.com/s/article/141

Sonos Support:

https://support.sonos.com/s/contact

M
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During troubleshooting 7 days ago I already confirmed that whether the Time Capsule is turned On or Off I still get these same 1002 / 1101 errors.

 

Nevertheless the Time Capsule Wi-Fi mode is set to “Create a wireless network”, and it creates a network with the same SSID and password as the network my model/router creates.

The Time Capsule setting advanced / DHCP and NAT the Router Mode setting is set to “Off (Bridge Mode)”. 

Ken_Griffiths

Just to add, I’m just wondering if you did setup the Time Capsule in ‘bridge mode’, or if you’ve left the router/dhcp functions active? Although earlier you did say you had it as a network access point using the same SSID etc? Make sure it is bridged off your existing Fritzbox subnet.. there’s a couple of links below, if you perhaps need any assistance with that:

Ken_Griffiths
  • set both router and Time Capsule 2.4Ghz WiFi channel to channel 6 (automatic channel selection disabled). Try again with both Sonos speakers still connected through WiFi; still 1002 error when playing music, and 1101 error when trying to update.
  • router and Time Capsule still set to channel six, connect one of the two Sonos speakers through Ethernet cable, set Sonos net channel to channel 1; still 1002 error when playing music, and 1101 error when trying to update.
  • remove ethernet cable from Sonos speaker, and set all WiFi broadcast settings back to auto. Disable Sonos setting “set time from internet”, and manually set date to 16 december (ridiculous I know, but I am getting desperate here); still 1002 error when playing music, and 1101 error when trying to update.
  • Try to enable Sonos setting “set time from internet” again, but the setting switches back to being disabled, probably due to the same external internet connection issue.

What happens if you just use your Fritzbox router only with the Time Capsule powered off? Does it work then?

M
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  • set both router and Time Capsule 2.4Ghz WiFi channel to channel 6 (automatic channel selection disabled). Try again with both Sonos speakers still connected through WiFi; still 1002 error when playing music, and 1101 error when trying to update.
  • router and Time Capsule still set to channel six, connect one of the two Sonos speakers through Ethernet cable, set Sonos net channel to channel 1; still 1002 error when playing music, and 1101 error when trying to update.
  • remove ethernet cable from Sonos speaker, and set all WiFi broadcast settings back to auto. Disable Sonos setting “set time from internet”, and manually set date to 16 december (ridiculous I know, but I am getting desperate here); still 1002 error when playing music, and 1101 error when trying to update.
  • Try to enable Sonos setting “set time from internet” again, but the setting switches back to being disabled, probably due to the same external internet connection issue.
Ken_Griffiths

I have not been actively monitoring the channels but will keep an eye on it from now. Currently my fritzbox is broadcasting the same WiFi network as my Time Capsule on a different channel (Fritzbox: 1, Time Capsule: 11). They are now still set to autoselect channels.

 

In the meantime, could you explain a little bit of background on focusing on the WiFi channels? To me the problem does not seem to be WiFi connection as all my wireless decices can connect to my Sonos system. Sonos however cannot connect externally.

Sonos uses SSDP multicast/broadcast for discovery of devices across the entire network subnet. So it’s not like other network devices, which often just have a single connection to the internet.. the devices need to communicate with each other across your wired/wireless access points - so it’s best, particularly when grouping the speakers,  to have your WiFi access points operating on the same fixed WiFi channels and not changing channels automatically. Usually non-overlapping channels are used, which are either channel 1, 6 or 11.

In your case, I would personally try wiring one Sonos device only to your main router, set the router and Time capsule to both use, say ‘fixed’ WiFi channel 6 (with a channel-width of 20MHz only for the 2.4Ghz band) and then set the SonosNet channel in the Sonos App to either 1, or 11 and see if that improves things.

If (and only if) you don’t have any Sonos portable devices, you can also remove the WiFi credentials in your Sonos App network settings - if you do have portable devices, then leave the credentials in place.

I would only wire the one Sonos product only preferably a modern standalone device and keep that a metre away from the router aswell - do not wire anything to the other access point(s). If problems continue after that, then I would suggest coming back here and I can maybe suggest an alternative setup to try, but this suggestion should hopefully work well for you.🤞

M
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I have not been actively monitoring the channels but will keep an eye on it from now. Currently my fritzbox is broadcasting the same WiFi network as my Time Capsule on a different channel (Fritzbox: 1, Time Capsule: 11). They are now still set to autoselect channels.

 

In the meantime, could you explain a little bit of background on focusing on the WiFi channels? To me the problem does not seem to be WiFi connection as all my wireless decices can connect to my Sonos system. Sonos however cannot connect externally.

Ken_Griffiths

Have you been monitoring your Fritzbox/Time-Capsule channels to see what may have changed? Did you set them to fixed Wifi channels, or do they (still) auto-select their channels?

M
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Alright, so I have had zero issues with my system for the past five days and today I get the same issue as described above again.

 

This is now the third weekend in which my system is not working, and it is getting a little bit silly that the system appears to stop working without any obvious reason and then starts again without any change to my internal network.

 

Is it possible to get any diagnostic information from my Sonos system? It would be great if the Sonos system can give a little bit more diagnostic information as to where exactly it fails during connecting.

Ken_Griffiths

Strange that it’s suddenly started working again 🤔 - I’m just wondering if the Time Capsule WiFi, or Router Wifi, are set to use auto-WiFi-channel selection on startup/reboot/update? Maybe try ‘fixing’ the channels on both devices and see if that improves things - choose non-overlapping WiFi channel 1, 6 or 11 for the 2.4Ghz band.

Only do this however if your problems return. As it’s working at the moment, I would ‘leave sleeping dogs lie’ for now.

 

 

M
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It is a Fritzbox 7590, and 2.4Ghz and 5Ghz WiFi use the same SSID indeed.

Update: as of now my Sonos system suddenly decided to start working again. That is great on the one hand, but on the other hand I still have no idea why it stopped working and what the root cause of the issue is. Thus I am still suffering from a sub-par user experience.

Currently I have my whole network setup the way it was; my guest network is enabled, the Time Capsule is connected to the router through an Ethernet cable and is broadcasting the same SSID as the router on a different floor, and the Sonos system is connected to the router through WiFi. 

Ken_Griffiths

Thank you for the replies so far.

I removed the power cord from the Time Capsule and left it like that. Then I disabled my guest network and restarted my modem/router.

I still got the same 1002 error afterwards, so figured I may just as well try another Sonos system restart. But unfortunately this also did not fix the issue, and the Sonos system is still not working.

Does your router use the same SSID for both its 2.4Ghz and 5Ghz bands?.. What is its brand/model number?

M
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Thank you for the replies so far.

I removed the power cord from the Time Capsule and left it like that. Then I disabled my guest network and restarted my modem/router.

I still got the same 1002 error afterwards, so figured I may just as well try another Sonos system restart. But unfortunately this also did not fix the issue, and the Sonos system is still not working.

Ken_Griffiths

My modem/router creates my home wifi network, and a separate guest network. I have an Apple Time Capsule on another floor connected to my modem/router through an ethernet cable. The Time Capsule creates a wifi network with the same name as my home wifi network.

In my modem/router I can see that both Sonos speakers are connected to it, and not to the Time Capsule. Apart from the single Time Capsule I do not have any other repeaters/extenders powerline adapters etc.

It might be the case that SSDP multicast packets for ‘device discovery’ is not correctly passing between your router and the Time Capsule.. perhaps try the following suggestions:

  1. Switch off your routers guest WiFi whilst it’s not in use.
  2. Temporarily switch off the Time Capsule WiFi and just use your main router WiFi (or vice versa) to see if that improves/solves your issue. If it does, then try the WiFi network enabled on both devices, but not only ensure their SSID’s are the same, but also ensure their WiFi channels are the same too (I suggest using channel 1, 6 or 11 for the 2.4Ghz band) and also set that band to use a channel-width of 20MHz only.
  3. If the problems still persist when trying the things above, I would rename the SSID’s on the Time Capsule instead and put its WiFi bands on completely different non-overlapping WiFi channels - so if you set your router to channel 6 in this instance, then use channel 1 or 11 on the Time Capsule instead.

Hope that all makes sense to you.

 

M
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My modem/router creates my home wifi network, and a separate guest network. I have an Apple Time Capsule on another floor connected to my modem/router through an ethernet cable. The Time Capsule creates a wifi network with the same name as my home wifi network.

In my modem/router I can see that both Sonos speakers are connected to it, and not to the Time Capsule. Apart from the single Time Capsule I do not have any other repeaters/extenders powerline adapters etc.

Ken_Griffiths

What type of router/WiFi network setup are you using - is it a centrally based router only or a mesh system? Any other WiFi repeaters, extenders, powerline adapters etc?

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