Contributor I

Answered

sub wont register

13 replies
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After some update I suppose, my sub has disconnected and will not register. It is stuck on an update and just will not update. Have been on with support twice where they have tried to force the update and both hung up on me after failing to resolve this issue. Scheduled a level 2 callback who never called. All suggestions they have dont work. I don't think they know how to resolve.

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Stanley_4Answer

Grand Maestro

Maybe try a bit different fix? Go to your router’s DHCP Settings screen and assign every Sonos device a static/reserved IP address. Power down ALL Sonos devices. Reboot the router, clearing the DHCP assignments. Then power your Sonos back up so they can pick up their new (and stable) IP addresses.

Try the update after doing this and see if it works. If not Ethernet connect the Sub to your main router’s Ethernet ports and give it another go.

If this doesn’t work I’d call Support back and give them another shot. Have your previous notes available and you might even shoot them a fresh diagnostic before calling.

Pools-3015

Prodigy I

Sometimes adding the Sub last can be a pain. Try removing your surrounds, then add the Sub before you add the surrounds again. You may also need to connect the Sub to your router with a cable.

D

Dr sanAuthor

Contributor I

Yep. Tried all of that. No dice. It's the update required to the sub that I can't get past no matter what order, what's connected, etc. The update fails every time, usually from the fix it screen as the sub adds not registered cause it cant run the update.

Pools-3015

Prodigy I

How about removing the app, restarting your phone then reinstalling the app?

Do you have a PC or Mac? Install the app from the Sonos Support website and try again?

D

Dr sanAuthor

Contributor I

Yep. Still nothing. Tried an android, an ios and a pc.

Stanley_4Answer

Grand Maestro

Maybe try a bit different fix? Go to your router’s DHCP Settings screen and assign every Sonos device a static/reserved IP address. Power down ALL Sonos devices. Reboot the router, clearing the DHCP assignments. Then power your Sonos back up so they can pick up their new (and stable) IP addresses.

Try the update after doing this and see if it works. If not Ethernet connect the Sub to your main router’s Ethernet ports and give it another go.

If this doesn’t work I’d call Support back and give them another shot. Have your previous notes available and you might even shoot them a fresh diagnostic before calling.

D

Dr sanAuthor

Contributor I

I can't chg my router as it's supplied by my isp and locked out to me.

D

Dr sanAuthor

Contributor I

ISP got involved. They separated the devices. They can see the sub poll the Sonos server and the download starts. Then it fails. It's definitely the sonos server, software and or hardware. Even level 2 can't figure out a fix. They blame my network which it's not.

Ken_Griffiths

ISP got involved. They separated the devices. They can see the sub poll the Sonos server and the download starts. Then it fails. It's definitely the sonos server, software and or hardware. Even level 2 can't figure out a fix. They blame my network which it's not.

Perhaps try a different local network - you could even ‘temporarily’ use a mobile WiFi Hotspot just to complete any updates. If it works, then you can look closer at your own local network setup.

D

Dna757

Contributor I

One of my SL 1’s started doing the same thing. Spent hours on tech. Same thing they claim my isp. No not really. I’ve de paired multiple sets all over my home moved them around reset up pairing all without an issue…..except for this one SL…. It has become a paper weight. Would be great to hard wire it to another SL but nope…..

Airgetlam

You don’t wire Sonos devices to each other. You wire them to your router, if necessary.

Bruce

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