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

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Hey all,

for a couple of weeks now I am having intermittent issues with my Sonos system (two Play:1s in stereo).

Problem:

The connection to my Sonos system on the Sonos app (S2) itself is working fine on all my devices.
From within Spotify I cannot connect to my Sonos system.
When trying to play a TuneIn radio station I get the message: unable to play radio station.
When trying to play something from within the Sonos app through Spotify I get a 1002 error code.
When trying to update my sonos system I get a 1101 error code.
I am not able to submit diagnostic information to Sonos.

What I tried so far:

The issues are intermittent so sometimes the problem suddenly disappears for no apparent reason and I can use my system again, without understanding what changed.
Unplugging both my Sonos speakers from their power, waiting >10 seconds and plugging it back in does not solve the problem.
Unplugging my modem/router from power, waiting >10 seconds and plugging it back in does not solve the problem.
Normally my speakers are connected through Wi-Fi, I have tried connecting one of the two speakers through an ethernet cable, but it did not solve the problem.
The network matrix at “x.x.x.x:1400/support/review” is green and does not provide any indication that something is wrong with the Sonos connection internally.
During the periods where I have these issues I checked “https://status.sonos.com/”, but every time all systems were operational according to that page.

Other info:

I have a pi-hole running on my network which does not always play nicely with Sonos. Since I had issues before I have added "msmetrics.ws.sonos.com” to my white list.
I do not see anything obviously related to Sonos that is being blocked in pi-hole's query log, and on top of that disabling pi-hole also does not solve the issue.
Based on what I am seeing it seems to me that the Sonos connection on my internal network is doing fine, but there is an issue with the external connection. All the other services that I am using (e.g. Netflix, Disney+, Youtube, etc.) do not show the same issues as Sonos is having, so as far as I can tell it is Sonos specific.

I hope some suggestions can be given as to what may be causing this issue, so that I can go back to having a great user experience with my Sonos system.

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mathaAuthor

Trending Lyricist I

I already experimented with disabling the Pi-hole’s blocking capability, which still gave me the 1002 / 1101 errors.

Now that it is Monday again my system is of course working as it should, without any changes by me.

all my network is running as “normal”:
both router and Time Capsule are broadcasting the same SSID.
Time Capsule is on channel 1, modem/router on channel 11.
PiHole is running.
all router settings are set to how they were: auto channel selection, 5Ghz and 2.4Ghz both on, etc.
Time Capsule is still in bridge mode.
Sonos speakers are connected through WiFi.

At the moment I do not get any 1002/1101 errors, I can play tuneIn radio as well as stream Spotify, I can upload diagnostic logs to Sonos servers, and I can check for updates from the Sonos app.

Probably I will post another update on Saturday..

Ken_Griffiths

Strange (again!) …is there something ‘scheduled’ to block internet access to devices (IP/Mac-filtering) etc?

M

mathaAuthor

Trending Lyricist I

Nothing obvious as far as I can see, but I need some more time to go through all the settings.

I also almost start suspecting my router/modem from doing some scheduled actions, but it is so strange that only the Sonos system appears to be affected.
whenever I have these 1002/1101 errors all other internet activities are still working.

Anyways, thank your for all the replies and support. Let’s see if the issue returns this weekend.

M

mathaAuthor

Trending Lyricist I

Another update:
Sonos was working fine on Friday evening/night, but same 1002/1101 errors as of Saturday morning.

No obvious changes to network channel settings; modem/router still on channel 11, and Time Capsule on channel 1. I will reach out to my ISP next week to see if they can help me troubleshoot this issue on the modem/router side.

I still find it strange though that as far as I can tell Sonos is the only service that is not working at the moment.

Ken_Griffiths

Another update:
Sonos was working fine on Friday evening/night, but same 1002/1101 errors as of Saturday morning.

No obvious changes to network channel settings; modem/router still on channel 11, and Time Capsule on channel 1. I will reach out to my ISP next week to see if they can help me troubleshoot this issue on the modem/router side.

I still find it strange though that as far as I can tell Sonos is the only service that is not working at the moment.

The odd thing is just how intermittently this keeps happening - is there any obvious pattern you can see? It is a strange one.

ratty

Get the IP address of a Sonos device (A.B.C.D) from Settings/System/About.
Point a browser to http://A.B.C.D:1400/tools
In the top box enter sonos.com then hit Ping

If the pings fail then the system can’t connect out.

M

mathaAuthor

Trending Lyricist I

Now that it is 2022 Sonos decides to behave in the weekends as well, got to love those new year resolutions.

In all seriousness, my system now appears to be working fine. Fingers crossed that it will stay this way.

Currently my network is setup the way I want it to be:

modem/router has everything set to default, 2.4/5Ghz WiFi broadcasting on same SSID, automatic channel selection, etc.
Time Capsule in bridge mode, broadcasting same SSID WiFi network, automatic channel selection.
Pi-Hole running and working, I removed Sonos from Pi-hole its whitelist again, still Sonos is working oke :)

It is difficult to say if it is just luck that it is now working fine again, or if it is due to something I changed. Last week I was playing around with some of Pi-Hole its settings, and in the end updated the system. I think I returned all settings to how they were, but maybe not.

So could be that the system updates fixed whatever issue I was having, or one of the Pi-Hole settings is different from what it was before, or maybe my bad luck with the Sonos system is over.

In any case, it looks like the issue is fixed for now. I’ll update this thread if the issue returns. Thank you for all the replies and support Ken. And I will try the ping action as suggested by ratty if the issue ever returns.

Ken_Griffiths

If it’s okay now, I would perhaps consider fixing the WiFi channels on your devices to all use the same channel & set a 20Mhz channel-width on the 2.4Ghz bands.

M

mathaAuthor

Trending Lyricist I

Unfortunately the same issue already returned, I quickly played around with the tools page that @ratty suggested. It is a very helpful page, finally some real troubleshooting tools, thanks for that!

When using a web address (e.g. Sonos.com, or Google.com) in the ping field I get a “bad address” message, but when I use an IP address (e.g. 1.1.1.1 or 8.8.8.8) it works; 0% packet loss.

Based on that I believe the issue must be DNS related and not Wi-Fi settings or something. Now I am still left with the question how it can be that the Sonos system has issues with DNS, but I can still without issues access internet, use steaming services, etc.

Any ideas?

ratty

Try sonos.com in the Nslookup box. That would confirm a DNS failure.

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