Question

Move woke us up twice in the night

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Our Move woke us up at 12:45am and again at 3am - It was in wifi mode previously and was out of its charging cradle so it “should” have been asleep. It startled us all with some type of alert noise twice in the night. Kind of like an Alexa answering tone but, not exactly like that. Hard to know since we were sound asleep. Does it have a low battery alarm sound possibly? (the battery should not have been remotely close to low based on recent use btw) Anyway, I attempted to stop it after the second time (3am) when we realized what was making the sound by turning its volume down to where the LED turns green and also putting it in its charging ring. It seemed to silence it from that point forward, however, we'd like to not have a repeat performance. Any advice? 

Has anyone had their Move wake up with some type of alert tone in the dead of night?

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10 replies

Simon B
Userlevel 6
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Hi @dhansel, thanks for reaching out. Regarding your concern about the Sonos Move. I’d like to ask if do you have set up Alarms or for notifications on the Sonos App turned on? I’ll ask you to submit a diagnostic report for us to investigate further what could be causing this issue. You may reply to the thread with the confirmation number to assist you with this issue.

Let us know how you get on with the advice above.

We're here to answer any further questions you have.

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D
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Hi. No alarms or notifications are currently set for any Sonos speakers. Certainly not the Move. It routinely turns itself on after I turn it off too when in the charging ring. Is that expected behavior? Here’s the diag number. 777875718

Bumper
Userlevel 6
Badge +12

It routinely turns itself on after I turn it off too when in the charging ring. Is that expected behavior? 

This isn't expected behavior. This is a major Bug that's been present probably since release that they have not been able to fix or not willing to spend the time to fix it. 

 

 

Simon B
Userlevel 6
Badge +16

Hi @dhansel, thanks for the update. I appreciate you taking the time to submit the diagnostic report. Upon checking on the diagnostics, all seems fine. and As what @Bumper said, this could be a bug from the Sonos Move, I'll ask you to kindly contact our phone support team for further assistance and more in-depth troubleshooting steps or to have it coordinated and escalated to a specialist who can further look on this issue.

Let us know how you get on with the advice above.

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Hi Simon,

I’ve done my part. I’ve reported the issue. You’re making it sound like this is a dead end with you. If that’s the case, that’s a very poor support process.  My time is valuable, I shouldn’t have to go report my issue a second time to your phone support team when you could easily forward my initial report to them. Since you are part of Sonos staff, and you’ve chosen to engage, i’m not sure why the support organization would be siloed into “community” and “phone” with regards to level of engagement? I mean, if you’re going to ask me to file a diagnostic report, it sure feels like you should be part of the same organization?

Simon B
Userlevel 6
Badge +16

Hi @dhansel, thanks for the update. I’ve tried to double-check on the diagnostic report that you’ve provided. If it was on a solid green light, it means that it is on mute, that’s the reason why it is not making the sound. since it was already on mute. Also, it shows on the diagnostic that it was an Android phone which triggers the Sonos Move on that time. Anyone who might have triggered the play button or an accidental trigger from a family member who has the Sonos App installed? Because if they downloaded the Sonos App and connected to an Existing system and connects to the same Wifi network, they will have the capability to control the Sonos Move on the App. 

Let us know how you get on with the advice above.

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D
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Hi,

We’re an all iOS house so, no android OS here to trigger the Move.  Plus, I guarantee no one was awake at 3am messing with the Sonos app. I only now have muted the MOVE (after the issue). So, we still have no idea why it woke us up twice in the night.  You keep asking me to let you know how I get on with the advice above, but I keep looking and don’t see any advice?  
Meanwhile, I need to get back to work.  

Simon B
Userlevel 6
Badge +16

Hi @dhansel, thanks for the update. I tried to have it checked with a specialist and the trigger was from an Android device. Regarding this issue and for further troubleshooting. I'll ask you to kindly contact our phone support team for further assistance and more in-depth troubleshooting steps.  

Let us know how you get on with the advice above.

We're here to answer any further questions you have.

 

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M

Hi @dhansel, we had a similar experience with the Move last night…  Red flashing status light and an alarm noise.  When I touched the top panel it stopped.  We discovered there had been a powercut overnight…  Maybe you had the same...

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No, not same issue. And still, if the move is asleep, and running low on battery, nobody wants it to wake up and make noise to say it’s dying. That’s not well thought out design. 

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