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.
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. If you have a large system, it may also be worth trying to update less players at a time - you can do this by simply leaving some of the speakers powered off, and retrying the update.
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.
Check for incompatible Sonos products
If you have a mix of devices currently running S1 and S2 in the same Sonos system, then you will have trouble updating. To successfully update, you’ll need to fully separate the systems, by performing a Factory Reset on all of the S1 only devices, and then setting them up as a new, separate system. This is not to say you can’t have S2 compatible devices in an S1 system - provided they remain on the S1 software, i.e. by not updating them to S2 manually, you shouldn’t have issues.
Check your network configuration
Certain network setups can cause issues with updates, for example wireless extenders, and incorrectly configured mesh systems. In these cases, simplifying the network is usually the answer - with extenders, this can be as simple as connecting a Sonos device to the router via Ethernet cable.
Mesh systems can be a little trickier - if the mesh system is connected to a different, ISP provided router, then your network likely has Double NAT, which can cause issues with updating. I’d recommend taking a look at Corry’s article on Troubleshooting Sonos on WiFi for some further information regarding mesh systems and Sonos.
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.
Mac: “An unexpected error occurred. Please try again”
Mac: “Could not install Sonos”
Mac: The Sonos app for Mac repeatedly prompts you to update.
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.
If the Quick Tips haven’t worked, and you encounter an Update Error that is not listed above, then your best bet will be to reach out to our Support Team via either live chat or phone call - they’ll be happy to get you up and running again!