We’d like to discuss some of the issues you may encounter whilst trying to update your Sonos system. When you are attempting to update your system without success, there may be an error message that shows onscreen. In this article, we’ll tell you some Quick Tips to get around these problems, as well what to do if you encounter an error message.
Please feel free to contact one of our support technicians if you need any assistance throughout. Or you can ask the community for help.
To provide feedback on the features of the updates themselves, please refer to the corresponding announcement posts for those updates. You will find the latest software announcement post at the following link: “Spotify Free Now Available on Sonos with 10.5.1.”
The steps below are common fixes for a variety of Sonos update errors. Try going through these steps first before looking for your specific error in the next section.
Retry the update
Try starting the update again from the Sonos app.
If you control Sonos with more than one device, you can also retry the update using a different Sonos app.
Reboot your router
Unplug your router from power, wait 10 seconds, then plug it back in. When your network is back online, try updating Sonos one more time.
Reboot your Sonos products
Reboot each Sonos product in your home by unplugging the power cable, waiting 10 seconds, then plugging it back in. Once you have rebooted all of your Sonos products, check to make sure they all show up in your Sonos app, then attempt the update again.
Reduce distance to router
If you’re using a mobile device or a laptop on WiFi to update Sonos, try moving closer to the router and trying the update again. If the WiFi signal on your controller is weak, it can cause problems when trying to update your Sonos system.
Here are some of the Error Codes you may encounter if there is an issue updating.
Click or tap under each code for more information.
Error 9 occurs when there is an issue with downgrading your Sonos system firmware.
This most often occurs when you remove yourself from a Sonos beta program and the Sonos players are transitioning back to general release firmware.
If you encounter this error, we recommend contacting Customer Care. Submit a diagnostic report and record the number, then click here to get in contact with our Customer Care team.
Error 11 most commonly occurs when a Sonos product can't start an automatic update because its software is significantly out of date. In cases like these, the Sonos product will need some extra help from our Customer Care team in order to update.
If you're seeing Error 11, please call our Customer Care team so we can assist with the update process. Click here for Customer Care's contact info.
Error 30 occurs when one of the Sonos products tries to download the update file but is unsuccessful. The fix for this error depends on how many Sonos products you have in your system.
If you own a single Sonos product:
- Retry the update at least one more time.
- If the update still doesn't work, connect the Sonos product to your router using an Ethernet cable and try the update one more time. If the update is successful, unplug the product from your router and return it to its original location.
If you own more than one Sonos product:
- Retry the update at least one more time.
- Unplug all but one of the Sonos products in your home from power. If you have a Sonos product wired to your router, keep that one powered on at all times for the next few steps.
- Try updating again using the Sonos app. If the update is successful, connect one more of your Sonos products to power, wait up to a minute for the product to appear in your Sonos app, and then try to update when prompted.
- Continue this process until all of your Sonos products have been updated. If you see an error while attempting to update one of your Sonos products, connect that product to your router with an Ethernet cable and attempt the update again. If the update is successful, you can unplug the product from your router and return it to its original location.
Error 36 and 1002
These errors occur when one or more Sonos products fail to complete the update process. These errors are most often resolved by rebooting the product that was unable to update.
- Reboot all Sonos products in your home by unplugging the power cable and waiting 10 seconds before plugging it back in.
If you would prefer to reach out to Customer Care, our technicians can help identify the specific product that needs to be rebooted and walk you through the necessary steps to fix it. If you'd like to contact us, be sure to submit a diagnostic and record the number.
- Once you have rebooted all of your products, check to make sure that they all show up in your Sonos app, and then try the update again.
Error 501 is most often related to a Sonos BRIDGE having trouble completing an update and can be resolved with a reboot.
If you own a Sonos BRIDGE, reboot it by unplugging the power cable for ten seconds and then plugging it back in. Wait for the BRIDGE to reconnect to your system (the LED status light will stop blinking) then try updating again.
Error 1001, 1005, 1009, and 1010
These errors occur when Sonos tries to go through the update process, but the network communication between the Sonos products is timing out or failing.
- If possible, move closer to your router with the device you are using to control Sonos and then try to update one more time.
- If you continue to receive an error, reboot each one of the Sonos products in your home by unplugging them from power, waiting 10 seconds, and then reconnecting them to power. Once you have rebooted all of your products, ensure they all show up in your Sonos app, then try the update again.
This error occurs when the update process is canceled using the Sonos app.
Depending on the number of Sonos products in your home, it may take several minutes for the update process to complete. If you see this error, try the update again and allow the update to complete. Do not cancel the update or exit the Sonos app during this time.
Error 1013 can show up if you start an update on more than one Sonos app at the same time, or if the device you're using to control Sonos has a weak network connection.
If possible, move closer to your router with the device you're using to control Sonos and try to update again. Make sure you only use one Sonos app to start the update.
If you see this error in the Sonos app for Mac or PC, this error can also occur if your computer's firewall software is blocking the connection to your Sonos products. Follow the instructions in our firewall article to grant Sonos the necessary permissions. Once you've made changes to your firewall, try the update again.
This error occurs when one or more Sonos products are having trouble applying the downloaded update.
To fix this, please first retry the update.
If the error appears again, reboot each one of your Sonos players by unplugging each from power for a few seconds, then plugging them back in. Once the players reappear in your controller, try the update one more time.
If you’re using a Mac and you’re getting error 1100, you will need to uninstall and reinstall the Sonos app.
To uninstall the Sonos app from your Mac, open the Sonos app and click Sonos > Uninstall. Once the app finishes uninstalling, go to www.sonos.com/app to download and reinstall the Sonos app.
Uninstalling the app won’t affect how your Sonos system is set up. Once you reinstall, you will reconnect to your existing Sonos system as it was before.
Before proceeding, please try the update at least one more time.
Error 1101 can appear for a number of different reasons and most commonly means that your Sonos products are having trouble checking for updates with the Sonos update server.
Since there are a number of different causes for Error 1101, we advise a full reboot of your home network and your Sonos products, which is detailed in the steps below. Following these steps will resolve the majority of cases where Error 1101 occurs.
- Reboot your modem by unplugging it from power, waiting 10 seconds, and reconnecting it to power. If you have a modem/router combination, reboot the unit and skip to step 3.
- Reboot your router by unplugging it from power, waiting 10 seconds, and reconnecting it to power.
- If one of your Sonos products is connected via Ethernet, reboot any network switches that they are plugged into by unplugging the switch from power, and reconnecting it to power.
- Reboot all of the Sonos products in your home by unplugging them from power, waiting 10 seconds, and reconnecting them to power.
- Close and reopen any Sonos apps you're using. If you are using the Sonos controller for PC, this can be done by clicking the X in the top right side of the controller window. On a Mac controller you must go to Sonos > Quit Sonos. On iOS or Android you must quit the app by navigating to the multitasking view and closing Sonos.
- If you are using a mobile controller (iOS or Android) toggle WiFi off and then back on. Then make sure you connect back to the correct WiFi network.
- Move the device you are using to control Sonos close to your WiFi router to improve signal.
- Attempt to update your Sonos system.
If you are still receiving Error 1101 after following the steps above, and you have a Sonos product wired to your router, check the Ethernet connection.
Ensure that the Ethernet cable is firmly plugged in to both the router and your Sonos product. With most Ethernet cables, you will hear a click sound when it is correctly plugged into an Ethernet port. Try using a different Ethernet cable and another port on both Sonos and the router if possible.
Mac: “An unexpected error occurred. Please try again”
If you are using a Mac, uninstall the Sonos app by opening the app and clicking Sonos > Uninstall from the toolbar at the top of the screen. Then, reinstall the Sonos app by going to Sonos.com/support.
Mac: “Could not install Sonos”
Updating your Sonos system using a Mac controller requires admin permissions to make the change to the Sonos application. During the update you will be prompted to enter the administrator password.
If you do not enter the password, or if you are logged in to the machine as a user that does not have admin privileges, you will not be able to complete the Sonos update.
To complete the update, ensure you have the appropriate user password, or have the admin initiate the update from their account.
Mac: The Sonos app for Mac repeatedly prompts you to update.
During an update, the Sonos app in the Applications folder of your Mac is updated. If you copied the Sonos app to another folder on your machine, such as your desktop, it will not update properly.
To resolve this, uninstall all instances of the Sonos app from your Mac, except the one in your Applications folder. To uninstall them, drag the app icon to the trash, or right-click and select “Move to Trash”. Open the Sonos app in the Applications folder and initiate the update from there if prompted.
If you prefer to have the Sonos app accessible from a different location than your Applications folder, you can make an alias by following the instructions in the following article: Create and Use Aliases
Sonos app prompts you to update but doesn’t give you the option to do so.
To resolve this issue, uninstall the Sonos app from the device you are using and reinstall it from Sonos.com/support.
iOS App Store shows an "Open" button instead of "Update"
When updating the Sonos app for iOS, you will be directed to the iOS App Store to download the latest version. Next to the Sonos app's icon, you should see a button that says "Update."
If you see a button that says "Open" instead, go back to the App Store's main menu and select the Updates tab at the bottom. This will show a list of your downloaded apps that have updates available. Pull down on the page to refresh the list so it's up to date. Find the Sonos app in the list and press the Update button to download the latest version of the Sonos app.