Answered

Error 9 when leaving beta and updating software...please help!


Added a Playbar and Sub to my existing Sonos network last night. Everything went fine as usual, but when making adjustments to the TV and Playbar setting with regards to how they respond to the volume button on my Verizon FiOS remote control, one of the instructions was to go into the Sonos app and adjust the Room Settings. To my surprise when doing so, I discovered that setting is no longer there. After researching online, I learned that the Room Settings option is not available/visible to Sonos users who are in the beta program, and Hat I'd have to leave the beta program and update the software in order to get that option back. So I logged into the Sonos website and left the beta program, but when I tried updating the software, it failed. I tried updating from my PC, my Sonos remote, my iPhone and my iPad and they all failed.

After looking through posts in the Sonos support community, it appears as though this can only be resolved with the help of a Sonos tech.

Please help!

Mike
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Best answer by Jeff S 6 December 2016, 18:54

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138 replies

Userlevel 7
Badge +26
Hey Mike, I'm sending you a private message to continue.
only thing is it 130 people in the queue on the phone

You should be able to choose to have them call you back, instead of waiting on hold.
Userlevel 7
Badge +20
Same thing happened to me this weekend. Bummed cause I just got 2 more Play:1's and was all excited to set them up.

Hi mkoz44,

Please check for a private message from me.
Userlevel 4
Badge +4
I got the same undocumented error code after leaving the beta program and have spent hours and hours trying to be able to use my 8 SONOS speakers again!!! I will NEVER waste my time with your crappy beta program again if ever I get these things working again. I have tried EVERYTHING A SOFTWARE ENGINEER COULD IMAGINE, including factory resets of ALL speakers (which is real a pain btw) and un/reinstalled all software on my Win10 PC and two Android devices, and my system is DEAD!!! Won't update!!! $3000 down the toilet it seems.

I can't even add one single hard wired speaker to my router w/o the REQUIRED update giving error code 9 and so can't do anything else.

Also, your Android speaker addition logic is crap where you have to run around finding which speaker has the MAC address it want to add, rather than the PC procedure, where you just press the key chord to add the speaker. I can't haul my desktop PC around the house from speaker to speaker, and so would prefer to use the Android. So please fix that most ill thought out scenario as well!!!

Not a happy SONOS user since this is apparently a known problem and there is NOTHING here or on the website that works to actually back out of the beta program, and even that did not work from my PC, and I had to go to the website and do that again!!! Says I'm inactive. And so are my speakers!!!
Ryan... I have exactly the same issue. I followed the instructions at https://sonos.custhelp.com/app/answers/detail/a_id/2978/kw/Leave%20beta#How_to_leave but I get the same error. I too needed access to the room configuration options after a change I made in the room.

Thanks
Userlevel 7
Badge +26
Ryan... I have exactly the same issue. I followed the instructions at https://sonos.custhelp.com/app/answers/detail/a_id/2978/kw/Leave%20beta#How_to_leave but I get the same error. I too needed access to the room configuration options after a change I made in the room.

Thanks


I'll private message you too.
Userlevel 2
I also have this problem. PM me? Or better yet just tell us what to do here so we don't have to wait around?
Userlevel 7
Badge +17
Maybe sonos should come clean about the problems currently going backwards out of beta, Ryan? PMs a bit cloak and dagger ;O)
Hello from France.
Sorry for my english.
my problem :
when i update the beta Sonos version 7.0 to 6.4 ... i have a error : number 9.
have you find a good solution ?
thanks for your help
Maybe sonos should come clean about the problems currently going backwards out of beta, Ryan? PMs a bit cloak and dagger ;O)
Set your suspicions aside. The PMs are to protect the user's confidentiality (email, SonosID, etc).
I have removed myself from the beta. Same error. Code 9. What do I need to do?
Userlevel 7
Badge +21
I have removed myself from the beta. Same error. Code 9. What do I need to do?

I'd PM Ryan S above with your e-mail address used to register your Sonos
I have removed myself from the beta. Same error. Code 9. What do I need to do?

I'd PM Ryan S above with your e-mail address used to register your Sonos



Thanks. I will.
Dear Ryan s,
Im having the same problems as listed above. I have two play:1 to start and I'm planning on expanding my "empire".

Could you please help me. The play ones are 7.0
And I've left the beta but I can't update
It always says error 9. I tried it on my mac and iPhone.

Regards,
A.w.
Ryan,
I am having the exact error as above. Can you please post the fix for everyone

Thanks
Jon
Same Problem :-/

Ryan can you help me ? Us ?

Someone already succed to downgrade thanks to Ryan help in PM ? Is it fast and easy ?

Thank you, from France
Hello. Same issue (code 9) due to an attempt to leave beta program. Could you help me please.
Hello!
I have the same problem as you guys. Anyone know how to solve this?
/ Abel
Same problem here. First and last sonos product ill ever buy. Ive currently got a $200 brick
Hello. Same issue (code 9) due to an attempt to leave beta program.Please, help me please.
Userlevel 7
Badge +17
Blimey is this the worse beta chaos ever!!
can't iOS devices be barred from beta?

might as well bump all these to the top 😛
Same problem for me, diagnostic id 6790613.

Can you please help me by PM ? Or I have to call French support team by phone ?

Vincent, from France
Call support. They need access to your account info, so it must be done via phone or PM, and the forum support team is not usually available on weekends.
thanks
Same Problem with my Play:1 - This isn't iOS specific, the desktop client on my MacBook Pro gives the same error.