How to fix Sonos “Error code 9” when trying to update

December 1st, 2016





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I recently ran into a problem trying to update my Sonos system, where when I tried to update it, it would show this.

The Problem:
This “error code 9” was apparently caused by going into the beta program and then leaving. There is a bug as of now that prevents Sonos systems from seamlessly leaving the beta program. ¬†After a lot of back and forth with a few representatives, I was unable to figure out a solution. Most just said I had to call them and they would figure it out there. I would have done this but I get home at around 6 pm, which is 9 pm, or the time that they close phone support… Today I managed to finally have a window in which to call them, but as soon as I got on, I was greeted with the same music that GoDaddy uses for their phone support, but with a message claiming I was position “110” in the queue. I stayed on until about 100 and then decided there had to be another way. While I had checked the support forums before, to no result, this time I found a thread that had been replied to within the last 5 minutes. I opened it up, and “Jeff S.” was requesting that people PM him for help. People were replying with thanks so I decided to give it a try.

The Solution:

I sent “Jeff S.” a PM and he replied about 2 minutes later saying he needed me to submit my support diagnostics number. You can find this number in the “help” menu by clicking “submit diagnostics”.

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After doing this, he then said he had done a few things on his end and to try updating it. I did this and was treated to the success screen after a minute or two.screenshot-2016-11-30-17-00-17

I thought I was in the clear, but all my menu buttons were still grayed out.

After returning to the PM and telling Jeff this, I refreshed and realized that he had sent another pm.¬† Apparently there were two updates that needed to be done. I did the second one, and now have gotten rid of this “error code 9” and will not be joining the beta program again.


Comments

2 thoughts on "How to fix Sonos “Error code 9” when trying to update"

  1. Kelly Michelle Cuthill says:

    In english please?

    1. joeybab3 says:

      If you joined the beta program, Sonos needs to do something on their end to fix it.

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