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MOVE not connecting-not registered/microphone not working

  • April 23, 2021
  • 1 reply
  • 199 views
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hi

my sonos MOVE disappeared from my system so i followed all solutions on website to add missing product.  it was recognized and all was well until the next day and the same issue arose.  when i followed solutions again, it now says it is not registered and when i try to finish adding move to system the error message says contact customer care.

added to this, the microphone is now not working so i cannot ask ALexa to play etc..when i press the MIC nothing happens.

any ideas?

thanks 

Best answer by James L.

Hi @AMB1974,

 

If the Move has been reset or become unregistered for some reason then your microphone will be disabled, so those two issues go hand-in-hand. I recommend reaching out to our customer care team who can take a look at your Move and perform some more advanced troubleshooting steps to get you up and running again.

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1 reply

James L.
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  • James L.
  • Retired Community Staff
  • Answer
  • April 26, 2021

Hi @AMB1974,

 

If the Move has been reset or become unregistered for some reason then your microphone will be disabled, so those two issues go hand-in-hand. I recommend reaching out to our customer care team who can take a look at your Move and perform some more advanced troubleshooting steps to get you up and running again.

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