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Problems Updating your Sonos system?

  • 28 November 2019
  • 26 replies
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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.”


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Quick Tips
 

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.
 

 

Error Codes

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

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

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 

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:

  1. Retry the update at least one more time.
  2. 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:

  1. Retry the update at least one more time.
  2. 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.
  3. 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.
  4. 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.

  1. 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.
     
  2. 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 

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.

  1. If possible, move closer to your router with the device you are using to control Sonos and then try to update one more time.
     
  2. 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.

Error 1011 

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

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.

Error 1014 

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.

Error 1100

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.

Error 1101

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.

  1. 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.
  2. Reboot your router by unplugging it from power, waiting 10 seconds, and reconnecting it to power.
  3. 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.
  4. Reboot all of the Sonos products in your home by unplugging them from power, waiting 10 seconds, and reconnecting them to power.
  5. 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.
  6. 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.
  7. Move the device you are using to control Sonos close to your WiFi router to improve signal.
  8. 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.

 


26 replies

I misread an earlier post. You are using WiFi mode, not mixed mode. In this case the Wireless Matrix is not as helpful as the full diagnostics could be. Do you have the option of wiring the Guest Room or Living Room? If so, wire one or both units then remove the SSID and WiFi password from the SONOS system.

Your noise floors and signal strengths are fine. OFDM ANI level ‘0’ is best, ‘9’ is worst. ‘7’ in the Guest Room indicates that it is struggling a bit with some interference. Possibly there is a nearby device that is being a bad neighbor. Make sure that you are using 20 MHz WiFi channels 1, 6, or 11, not “Auto”. Even ‘9’ is not terminal. I live in an unfortunate area. Sometimes all of my units will be ‘9’ and the system is functional. Note that this view is static. You must refresh the page after making changes. Be sure to check at various times of day. Sometimes I’ll have almost all ‘0’.

So looks like the ones having the problems are being slaved to that one undefined device, which I assume is the Sonos Network is sets up.... The MAC address doesn’t match any of the Sonos devices I have. I’ll try rebooting them all… again… and see if that clears it up.

Side note, I appreciate you being more civil and helpful than others.

 

You are operating in “Mixed Mode” and this is not a great idea. Go to http://[IP Address of the WM: 0 unit]:1400/support/review and post the Network Matrix here. Obfuscate the MAC addresses if you like.

Likely, you have some wireless issues. The Network Matrix will highlight some of these, but the full diagnostics will do a better job of this. Unfortunately, only SONOS Staff has access to these.

@buzz  I’ve already reset them all to get it to work again, but currently the standalone is showing WM1, as well as the play bar. The surrounds and sub are WM2. 

Makabriel,

Are you saying that the standalone units update, while the Bonded units do not update? (Rooms are “Grouped”, soundbars, L/R pairs, surrounds, and SUB are “Bonded”)

After a failed update, if you can display Settings → System → About My System, check to see which version each of your units is using. Are the units indicating “WM: 0” or “WM: 1”?

If the updates were the cause, this thread would be at 1000+ posts by now.  It’s currently at 21.  A quarter of which is you arguing that it’s the updater.  Do the math!

@buzz in order to keep my network secure, I always set MAC filtering for wi-fi devices, as well as assign IP addresses. It was part of my initial troubleshooting months back as well.

What’s interesting is that I have a stand alone Sonos speaker in another room that I’ve never had to do this for. They seem to update just fine. It’s only the ones that are grouped together in my media center.

Until there’s been some change in the updater, I’ve decided just to disable automatic updating.

 

Makabriel,

As you have discovered, a factory reset might accidentally, temporarily work around something, but it will not cure fundamental network issues. In 2005 I factory reset numerous times until I figured out the network issues. The system has been stable since then. There have been several router replacements and moves in that interval, but no mass factory resets.

Since I don’t know your network setup, I can’t be specific, but reserving the IP addresses of all regular network clients has cured the issue for most users.

If you don’t want to reserve IP addresses I suggest that you submit a diagnostic prior to an update attempt while the system is still working. After the update recovery, submit another diagnostic and post both confirmations here for SONOS support. Some of the diagnostic data will be missing because of the factory reset, but hopefully there will be enough details available to identify the fundamental issue.

If there is a BRIDGE in the system, I suggest that you remove power and set it aside. If necessary, wire another unit to your network.

I guess that answers that.  

 

 

Do you want to argue, or do you want a working system? 

What part of “spent an entire afternoon troubleshooting” did you not understand? Also pretty presumptuous of you to think you know how my network is laid out. Also, seeing how many other people are having the same problems with the same troubleshooting, I think it may be a bit more complicated than static IP addresses.

I spent an entire afternoon troubleshooting my router, WiFi and network the first time I had to update. The only thing that worked was resetting the devices. 

 

Do you want to argue, or do you want a working system? 

I spent an entire afternoon troubleshooting my router, WiFi and network the first time I had to update. The only thing that worked was resetting the devices. 

Your router is wonky, causing duplicate IP addresses when the updates cause the Sonos devices to reboot.  Do a network refresh, then assign reserved IP addresses to your Sonos devices in the router setup and it won't happen again, regardless of how wonky your router is.  I did it starting a decade ago, and updates have been 100% reliable ever since.

 

And stop factory resetting your units, it does nothing a reboot won't do, and erases important diagnostic info.

As a frustrated user, just wanted to post this somewhere. You guys really need to look at your updater, because it’s just not working.

I’ve had my system for over a year and every single update that has come out, I’ve had to reset all 4 pieces of my system, detaching it from my Room and reattach, and re-calibrate. Every Single Time. This is not something I want to keep doing if I want to be able to just PLAY MUSIC in the room when an update hits. This is not a simple task, having to move furniture to get to each piece.

An update should not render a room unusable, especially for something as simple as music. Why can I keep streaming through my TV?

Seriously. Find another method. The system is great, but the updater makes me question my choice.

So, per John G’s post above, have you submitted a diagnostic, and contacted Sonos support, or posted that number here?

Yes.  The BRIDGE is known to occasionally have a failing power supply, and the voltage fluctuation wreaks havoc with the SonosNet signal it uses. Much better to connect one of the speakers directly to the router, and particularly the one that is having difficulty updating, if you know which one that is.

 I just tried that and the update still doesn’t work.  I can still play music through the Sonos One, but continue to get the 1101 error though even after removing the Bridge and plugging the Ethernet cable directly into the speaker.

Yes.  The BRIDGE is known to occasionally have a failing power supply, and the voltage fluctuation wreaks havoc with the SonosNet signal it uses. Much better to connect one of the speakers directly to the router, and particularly the one that is having difficulty updating, if you know which one that is.

Same issue?   You don’t mention the issue (what error)

I personally if have a problem with system updating - hook on of my units to router.   See if all update then (if you have a stubborn one hook that by ethernet cable to router as well).

When all working before unplug ethernet cable go to settings...system….wifi setup and run wizard to make sure they all get proper wifi credentials.

 

I am getting issue 1101.  I followed all the step above.  My bridge is directly connected to the router.  Should I try connecting a speaker directly to it as well?

And if that doesn’t work, I certainly recommend reading John G from Sonos’ post above. 

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Same issue?   You don’t mention the issue (what error)

I personally if have a problem with system updating - hook on of my units to router.   See if all update then (if you have a stubborn one hook that by ethernet cable to router as well).

When all working before unplug ethernet cable go to settings...system….wifi setup and run wizard to make sure they all get proper wifi credentials.

 

I am also having the same issue.  I have unplugged everything for a minute and started them all back up.  Still have issues with the update.  Also Alexa is not working on the Beam, but the audio still works from the TV.

Did you follow the advice in the post immediately previous to yours, and submit a diagnostic? The request went on to ask that you post the number here.

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I am having the same issue and tried everything to resolve the problem too.

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@danny1968 Hey, sorry for the slow reply to your question. Are you still having the same issue? If yes, please follow up with any error codes you may be receiving and I can take a look to see what could be affecting your system. If you are connected to the Sonos app and system please submit us a diagnostic report using this link and provide us the report number in your reply here.

Hi did you get this issue fix I'm have the same problem as you...all speakers are showing up in both my sonos app Plus my setting in my :router" all can be seen conected

 

No sonos now for 2 weeks

 

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