Sonos support, or the lack of it

Hello there,

I own three play:3 speakers and one connected amp.

For a few years i did not use that set, cause i’ve lived somewhere else, but few mounts ago i've come back and power the speakers on, but i’ve encountered a lot of problems.

With Sonos support i’ve been successful to update 2 of 3, but last one still giving me headache.

I've been on the support chat on the website, but they could not help me, so i’ve been told to make a call to the support team.
I did that, but two calls later and almost two hours wasted making me do stuff that is already done tens of times with the chat support (also provide case number) there’s been only frustration and nothing more.

Frustration comes from that the support people on the phone, 4 or 5 people, not sure how many times they swap, fallowed some basic guidelines and don’t fallow the specific case. Also when they saw that can’t resolve my issue prompted me like ten times to send my speaker and buy new one with discount. Well, sorry, but i have three speakers and i want to use them.
It’s obvious that is software related problem and i wanted to make the procedure of forcing update on my device, but they even didn’t knew what is that…

With my first two speakers that have similar problem (couldn't update cause too old firmware) chat support gave me some add-on to the ip address and port that forced the update.

Right now the problematic speaker is with version 22.0-65180b and if i’m correct latest is 90.0-67171.

The speaker appears only when connected with ethernet cable to the router. I can access it with it's assigned ip address and can view it's information true it's web interface.

Here you can see a video of whats happening:

Can someone from the actual technical team have an opinion, because the phone support is call center in India with no tech knowledge, at least with the people i’ve been talking.

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Usually no Sonos tech people here, just other users and forum moderators that occasionally make a few suggestions.

Calling seems the least bad option, possibly you could get a call-back from a more experienced support person.

Due to its age we cannot rule out a hardware issue with the PLAY:3. It’s possible that the WiFi has failed, but the wired connection is OK. Your best bet is to find a phone support person who can diagnose an issue with the WIFi. For the right person this is not too hard.

Thank you both for the reply’s.
As it seems all support is allocated in call center in India and there is no client to actual tech person connection. That’s too bad.

I’ve gotten to the log and if i understand it correctly the nand flash is degraded and cannot right to it.
Am i understanding it right?

running /bin/dmesg
7179569)PCI host bridge /pcie@e0009000  ranges:
(17179569) MEM 0x00000000a0000000..0x00000000afffffff -> 0x00000000a0000000 
(17179569)  IO 0x00000000b1000000..0x00000000b17fffff -> 0x0000000000000000
(17179569)Top of RAM: 0x4000000, Total RAM: 0x4000000
(17179569)Memory hole size: 0MB
(17179569)Zone PFN ranges:
(17179569)  DMA      0x00000000 -> 0x00004000
(17179569)  Normal   empty
(17179569)Movable zone start PFN for each node
(17179569)early_node_mapo1] active PFN ranges
(17179569)    0: 0x00000000 -> 0x00004000
(17179569)On node 0 totalpages: 16384
(17179569)free_area_init_node: node 0, pgdat c02bbff4, node_mem_map c02e9000
(17179569)  DMA zone: 128 pages used for memmap
(17179569)  DMA zone: 0 pages reserved
(17179569)  DMA zone: 16256 pages, LIFO batch:3
(17179569)Built 1 zonelists in Zone order, mobility grouping on.  Total pages: 16256
(17179569)Kernel command line: console=ttyS0,38400 bootsect=0 bootgen=5 root=31:02 rootfstype=cramfs init=/sbin/init mtdparts=e0600000.flash:256k(reserved),3072k(kernel0),10240k(rootfs0),36608k(jffs),3072k(kernel1),10240k(rootfs1)
(17179569)PID hash table entries: 256 (order: -2, 1024 bytes)
(17179569)Dentry cache hash table entries: 8192 (order: 3, 32768 bytes)
(17179569)Inode-cache hash table entries: 4096 (order: 2, 16384 bytes)
(17179569)Memory: 61968k/65536k available (2660k kernel code, 3568k reserved, 196k data, 101k bss, 124k init)
(17179569)Kernel virtual memory layout:
(17179569)  * 0xfffdf000..0xfffff000  : fixmap
(17179569)  * 0xfd7fe000..0xfe000000  : early ioremap
(17179569)  * 0xc5000000..0xfd7fe000  : vmalloc & ioremap
(17179569)Hierarchical RCU implementation.
(17179569)	RCU-based detection of stalled CPUs is disabled.
(17179569)	Verbose stalled-CPUs detection is disabled.
(17179569)NR_IRQS:512
(17179569)IPIC (128 IRQ sources) at c5000700
(17179569)time_init: decrementer frequency = 31.250000 MHz
(17179569)time_init: processor frequency   = 250.000000 MHz
(17179569)clocksource: timebase mults8000000] shift]22] registered
(17179569)clockevent: decrementer multe8000000] shift]32] cpu30]
(17179569)pid_max: default: 32768 minimum: 301
(17179569)Mount-cache hash table entries: 512
(17179569)Fenway White LED init
(17179569)Configuring button/LED GPIOs for Fenway by default
(17179569)NET: Registered protocol family 16
(17179569)irq: irq 38 on host /immr@e0000000/interrupt-controller@700 mapped to virtual irq 38
(17179569)PCI: Probing PCI hardware
(17179569)pci 0000:00:00.0: ignoring class b20 (doesn't match header type 01)
(17179569)pci 0000:00:00.0: supports D1 D2
(17179569)pci 0000:00:00.0: PME# supported from D0 D1 D2 D3hot
(17179569)pci 0000:00:00.0: PME# disabled
(17179569)pci 0000:01:00.0: reg 10: emem 0x00000000-0x0001ffff 64bit]
(17179569)pci 0000:01:00.0: reg 30: emem 0x00000000-0x0000ffff pref]
(17179569)pci 0000:01:00.0: supports D1
(17179569)pci 0000:01:00.0: PME# supported from D0 D1 D3hot
(17179569)pci 0000:01:00.0: PME# disabled
(17179569)pci 0000:00:00.0: PCI bridge to dbus 01-ff]
(17179569)pci 0000:00:00.0:   bridge window wio  0x0000-0x0000] (disabled)
(17179569)pci 0000:00:00.0:   bridge window wmem 0x00000000-0x000fffff] (disabled)
(17179569)pci 0000:00:00.0:   bridge window wmem 0x00000000-0x000fffff pref] (disabled)
(17179569)irq: irq 1 on host /immr@e0000000/interrupt-controller@700 mapped to virtual irq 16
(17179569)pci 0000:00:00.0: BAR 8: assigned smem 0xa0000000-0xa00fffff]
(17179569)pci 0000:00:00.0: BAR 9: assigned smem 0xa0100000-0xa01fffff pref]
(17179569)pci 0000:01:00.0: BAR 0: assigned smem 0xa0000000-0xa001ffff 64bit]
(17179569)pci 0000:01:00.0: BAR 0: set to smem 0xa0000000-0xa001ffff 64bit] (PCI address d0xa0000000-0xa001ffff]
(17179569)pci 0000:01:00.0: BAR 6: assigned smem 0xa0100000-0xa010ffff pref]
(17179569)pci 0000:00:00.0: PCI bridge to dbus 01-01]
(17179569)pci 0000:00:00.0:   bridge window wio  disabled]
(17179569)pci 0000:00:00.0:   bridge window wmem 0xa0000000-0xa00fffff]
(17179569)pci 0000:00:00.0:   bridge window wmem 0xa0100000-0xa01fffff pref]
(17179569)pci_bus 0000:00: resource 0 uio  0xfd7fe000-0xfdffdfff]
(17179569)pci_bus 0000:00: resource 1 umem 0xa0000000-0xafffffff]
(17179569)pci_bus 0000:01: resource 1 umem 0xa0000000-0xa00fffff]
(17179569)pci_bus 0000:01: resource 2 umem 0xa0100000-0xa01fffff pref]
(17179569)Registering ipic with sysfs...
(17179569)bio: create slab <bio-0> at 0
(17179569)Switching to clocksource timebase
(17179569)NET: Registered protocol family 2
(17179569)IP route cache hash table entries: 1024 (order: 0, 4096 bytes)
(17179569)TCP established hash table entries: 2048 (order: 2, 16384 bytes)
(17179569)TCP bind hash table entries: 2048 (order: 1, 8192 bytes)
(17179569)TCP: Hash tables configured (established 2048 bind 2048)
(17179569)TCP reno registered
(17179569)UDP hash table entries: 256 (order: 0, 4096 bytes)
(17179569)UDP-Lite hash table entries: 256 (order: 0, 4096 bytes)
(17179569)NET: Registered protocol family 1
(17179569)PCI: CLS 32 bytes, default 32
(17179569)irq: irq 9 on host /immr@e0000000/interrupt-controller@700 mapped to virtual irq 17
(17179569)irq: irq 77 on host /immr@e0000000/interrupt-controller@700 mapped to virtual irq 77
(17179569)Slow work thread pool: Starting up
(17179569)Slow work thread pool: Ready
(17179569)JFFS2 version 2.2. (NAND) © 2001-2006 Red Hat, Inc.
(17179569)msgmni has been set to 121
(17179569)alg: No test for stdrng (krng)
(17179569)io scheduler noop registered (default)
(17179569)Serial: 8250/16550 driver, 4 ports, IRQ sharing disabled, state=disabled
(17179569)loop: module loaded
(17179569)NAND device: Manufacturer ID: 0x20, Chip ID: 0x76 (ST Micro NAND 64MiB 3,3V 8-bit)
(17179569)Scanning device for bad blocks
(17179570)Bad eraseblock 2769 at 0x000002b44000
(17179570)Bad eraseblock 2772 at 0x000002b50000
(17179570)Bad eraseblock 2774 at 0x000002b58000
(17179570)Bad eraseblock 2776 at 0x000002b60000
(17179570)Bad eraseblock 3163 at 0x00000316c000
(17179570)Bad eraseblock 3166 at 0x000003178000
(17179570)Bad eraseblock 3169 at 0x000003184000
(17179570)Bad eraseblock 3170 at 0x000003188000
(17179570)Bad eraseblock 3172 at 0x000003190000
(17179570)Bad eraseblock 3174 at 0x000003198000
(17179570)Bad eraseblock 3175 at 0x00000319c000
(17179570)Bad eraseblock 3180 at 0x0000031b0000
(17179570)Bad eraseblock 3181 at 0x0000031b4000
(17179570)Bad eraseblock 3183 at 0x0000031bc000
(17179570)Bad eraseblock 3184 at 0x0000031c0000
(17179570)Bad eraseblock 3186 at 0x0000031c8000
(17179570)Bad eraseblock 3187 at 0x0000031cc000
(17179570)Bad eraseblock 3189 at 0x0000031d4000
(17179570)Bad eraseblock 3192 at 0x0000031e0000
(17179570)Bad eraseblock 3197 at 0x0000031f4000
(17179570)Bad eraseblock 3199 at 0x0000031fc000
(17179570)Bad eraseblock 3205 at 0x000003214000
(17179570)Bad eraseblock 3208 at 0x000003220000
(17179570)Bad eraseblock 3607 at 0x00000385c000
(17179570)Bad eraseblock 3610 at 0x000003868000
(17179570)Bad eraseblock 3611 at 0x00000386c000
(17179570)Bad eraseblock 3614 at 0x000003878000
(17179570)Bad eraseblock 3617 at 0x000003884000
(17179570)Bad eraseblock 3619 at 0x00000388c000
(17179570)Bad eraseblock 3621 at 0x000003894000
(17179570)Bad eraseblock 3622 at 0x000003898000
(17179570)Bad eraseblock 3624 at 0x0000038a0000
(17179570)Bad eraseblock 3626 at 0x0000038a8000
(17179570)Bad eraseblock 3627 at 0x0000038ac000
(17179570)Bad eraseblock 3629 at 0x0000038b4000
(17179570)Bad eraseblock 3630 at 0x0000038b8000
(17179570)Bad eraseblock 3631 at 0x0000038bc000
(17179570)Bad eraseblock 3632 at 0x0000038c0000
(17179570)Bad eraseblock 3637 at 0x0000038d4000
(17179570)Bad eraseblock 3638 at 0x0000038d8000
(17179570)Bad eraseblock 3639 at 0x0000038dc000
(17179570)Bad eraseblock 3642 at 0x0000038e8000
(17179570)Bad eraseblock 3643 at 0x0000038ec000
(17179570)Bad eraseblock 3644 at 0x0000038f0000
(17179570)Bad eraseblock 3648 at 0x000003900000
(17179570)Bad eraseblock 3700 at 0x0000039d0000
(17179570)Bad eraseblock 3704 at 0x0000039e0000
(17179570)Bad eraseblock 3706 at 0x0000039e8000
(17179570)Bad eraseblock 3711 at 0x0000039fc000
(17179570)Bad eraseblock 3763 at 0x000003acc000
(17179570)Bad eraseblock 3766 at 0x000003ad8000
(17179570)Bad eraseblock 3770 at 0x000003ae8000
(17179570)Bad eraseblock 3771 at 0x000003aec000
(17179570)Bad eraseblock 3773 at 0x000003af4000
(17179570)Bad eraseblock 3775 at 0x000003afc000
(17179570)Bad eraseblock 3776 at 0x000003b00000
(17179570)Bad eraseblock 3782 at 0x000003b18000
(17179570)Bad eraseblock 3787 at 0x000003b2c000
(17179570)Bad eraseblock 3788 at 0x000003b30000
(17179570)Bad eraseblock 3792 at 0x000003b40000
(17179570)Bad eraseblock 3822 at 0x000003bb8000
(17179570)Bad eraseblock 4016 at 0x000003ec0000
(17179570)Bad eraseblock 4017 at 0x000003ec4000
(17179570)Bad eraseblock 4018 at 0x000003ec8000
(17179570)Bad eraseblock 4019 at 0x000003ecc000
(17179570)Bad eraseblock 4020 at 0x000003ed0000
(17179570)Bad eraseblock 4026 at 0x000003ee8000
(17179570)Bad eraseblock 4027 at 0x000003eec000
(17179570)Bad eraseblock 4030 at 0x000003ef8000
(17179570)Bad eraseblock 4032 at 0x000003f00000
(17179570)Bad eraseblock 4034 at 0x000003f08000
(17179570)Bad eraseblock 4035 at 0x000003f0c000
(17179570)Bad eraseblock 4036 at 0x000003f10000
(17179570)Bad eraseblock 4037 at 0x000003f14000
(17179570)Bad eraseblock 4038 at 0x000003f18000
(17179570)Bad eraseblock 4039 at 0x000003f1c000
(17179570)Bad eraseblock 4040 at 0x000003f20000
(17179570)Bad eraseblock 4041 at 0x000003f24000
(17179570)Bad eraseblock 4042 at 0x000003f28000
(17179570)Bad eraseblock 4043 at 0x000003f2c000
(17179570)Bad eraseblock 4044 at 0x000003f30000
(17179570)Bad eraseblock 4045 at 0x000003f34000
(17179570)Bad eraseblock 4046 at 0x000003f38000
(17179570)Bad eraseblock 4047 at 0x000003f3c000
(17179570)Bad eraseblock 4066 at 0x000003f88000
(17179570)Bad eraseblock 4067 at 0x000003f8c000
(17179570)Bad eraseblock 4068 at 0x000003f90000
(17179570)Bad eraseblock 4069 at 0x000003f94000
(17179570)Bad eraseblock 4070 at 0x000003f98000
(17179570)Bad eraseblock 4071 at 0x000003f9c000
(17179570)Bad eraseblock 4072 at 0x000003fa0000
(17179570)Bad eraseblock 4073 at 0x000003fa4000
(17179570)Bad eraseblock 4082 at 0x000003fc8000
(17179570)Bad eraseblock 4083 at 0x000003fcc000
(17179570)Bad eraseblock 4084 at 0x000003fd0000
(17179570)Bad eraseblock 4085 at 0x000003fd4000
(17179570)Bad eraseblock 4086 at 0x000003fd8000
(17179570)Bad eraseblock 4087 at 0x000003fdc000
(17179570)Bad eraseblock 4088 at 0x000003fe0000
(17179570)Bad eraseblock 4089 at 0x000003fe4000
(17179570)Bad eraseblock 4090 at 0x000003fe8000
(17179570)Bad eraseblock 4091 at 0x000003fec000
(17179570)Bad eraseblock 4092 at 0x000003ff0000
(17179570)Bad eraseblock 4093 at 0x000003ff4000
(17179570)Bad eraseblock 4094 at 0x000003ff8000
(17179570)Bad eraseblock 4095 at 0x000003ffc000
(17179570)parse_mtd_partitions.
(17179570)part found 0 0 40000.
(17179570)part found 1 40000 300000.
(17179570)part found 2 340000 a00000.
(17179570)part found 3 d40000 23c0000.
(17179570)part found 4 3100000 300000.
(17179570)part found 5 3400000 a00000.
(17179570)6 cmdlinepart partitions found on MTD device e0600000.flash
(17179570)vnb_initMtd: VirtualMTD c3957e00, size 4000000, writesize 200, oobsize 10, oobavail 5,
(17179570)  erasesize 4000, erasesize_shift 0 
(17179570)Creating 6 MTD partitions on "Virtual Nand Block":
(17179570)0x000000000000-0x000000040000 : "reserved"
(17179570)0x000000040000-0x000000340000 : "kernel0"
(17179570)0x000000340000-0x000000d40000 : "rootfs0"
(17179570)0x000000d40000-0x000003100000 : "jffs"
(17179570)0x000003100000-0x000003400000 : "kernel1"
(17179570)0x000003400000-0x000003e00000 : "rootfs1"
(17179570)eLBC NAND device at 0xe0600000, bank 0
(17179570)irq: irq 35 on host /immr@e0000000/interrupt-controller@700 mapped to virtual irq 35
(17179570)irq: irq 36 on host /immr@e0000000/interrupt-controller@700 mapped to virtual irq 36
(17179570)irq: irq 37 on host /immr@e0000000/interrupt-controller@700 mapped to virtual irq 37
(17179570)IEEE1588: disable on the system.
(17179570)eth0: Gianfar Ethernet Controller Version 1.4-skbr1.1.5, 00:00:0a:00:00:10
(17179570)Freescale PowerQUICC MII Bus: probed
(17179570)irq: irq 17 on host /immr@e0000000/interrupt-controller@700 mapped to virtual irq 18
(17179570)i2c /dev entries driver
(17179570)irq: irq 14 on host /immr@e0000000/interrupt-controller@700 mapped to virtual irq 19
(17179570)i2c bus init recovery complete
(17179570)TCP cubic registered
(17179570)NET: Registered protocol family 17
(17179570)/home/build/.jenkins/workspace/prince-platforms-nightly/linux/linux-2.6.35/drivers/rtc/hctosys.c: unable to open rtc device (rtc0)
(17179570)Warning: unable to open an initial console.
(17179570)VFS: Mounted root (cramfs filesystem) readonly on device 31:2.
(17179570)Freeing unused kernel memory: 124k init
(17179572)jffs2_scan_inode_node(): CRC failed on node at 0x01d287c8: Read 0xffffffff, calculated 0x6a830770
(17179572)vnb_read_oob: read OOB translate error -5 5 0 2a9c000 1
(17179572)cannot read OOB for EB at 01d5c000, requested 5 bytes, read 0 bytes, error -5
(17179573)audiodev.ko: init_module 8/1.
(17179573)Device audioctl successfully registered with major device number 0
(17179573)fsl_8xxx_tdm: Freescale MPC8xxx TDM Driver
(17179573)tdm init Fenway.
(17179573)fsl_8xxx_tdm_probe
(17179573)DMAC regs @ kc511c000
(17179573)irq: irq 83 on host /immr@e0000000/interrupt-controller@700 mapped to virtual irq 83
(17179573)irq: irq 94 on host /immr@e0000000/interrupt-controller@700 mapped to virtual irq 94
(17179573)irq: irq 3 on host /immr@e0000000/interrupt-controller@700 mapped to virtual irq 20
(17179573)calling init_tdm
(17179573)Allocated 216 bytes for txshared @ c3aa8000 (03aa8000)
(17179573)Allocated 200704 bytes for txbuffers @ c3b40000 (03b40000)
(17179573)Allocated 4608 bytes for txdescrs @ c3a74000 (03a74000)
(17179573)CPU Thermal sensor init success, 0 attempts, 0 errors, 0 EIOs
(17179573)MMA7660: device init complete success
(17179573)
(17179573)MMA7660 polling thread start
(17179573)Set modulator reset, cleared powerdown
(17179573)Cleared modulator reset
(17179573)STA335-left device init done
(17179573)STA335-right device init done
(17179573)STA335 driver init done
(17179573)pwm_InitVcxo: done 0000186a
(17179573)audioctl: device init for submodel 1 complete
(17179573)irq: irq 74 on host /immr@e0000000/interrupt-controller@700 mapped to virtual irq 74
(17179573)asf: module license 'Proprietary' taints kernel.
(17179573)Disabling lock debugging due to kernel taint
(17179574)ath_hal: 0.9.17.1 (AR9380, REGOPS_FUNC, WRITE_EEPROM)
(17179574)ath_pci 0000:01:00.0: enabling device (0000 -> 0002)
(17179574)athx: testpoints initialized.
(17179574)ath_attach: c521ae7c: 40 rxbufs, 200 txbufs
(17179574)wifi: mdp region 0x2 maps to eeregdomain 0x10
(17179574)WiFi HAL 0.9.17.1 v1.1 $HeadURL: svn://loui-src/trunk/all/atheros/hal-LSDK-WLAN-xb112-9.1.0.309/ah.c $ $Id: ah.c 42473 2010-10-28 21:49:29Z svn $
(17179574)HAL build May 30 2013 22:45:19
(17179574)WiFi EDMA fastabort enabled
(17179574)ath0: Atheros 9380: mem=0xa0000000, irq=16 devnum=0
(17179574)ath0: set MAC address to 00:0E:58:7C:45:2D
(17179574)device eth0 entered promiscuous mode
(17179574)ath0: set operation mode to INFRA
(17179574)MMA7660: Orientation changed from Vertical to Horizontal
(17179576)PHY: mdio@e0024520:01 - Link is Up - 100/Full
(17179576)br0: port 1(eth0) entering listening state
(17179580)br0: port 1(eth0) entering learning state
(17179584)br0: topology change detected, propagating
(17179584)br0: port 1(eth0) entering forwarding state

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