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cshinn66
Contributor I
December 25, 2020

“There was a problem setting up your Sonos Move. Our Customer Care team is ready to help”

  • December 25, 2020
  • 5 replies
  • 196 views

I’ve had the Sonos system running for years. I’ve had the Move attached for a long time as well.

This morning, the Move was not showing up in the app. After doing a Factory Reset and going through the Add Product process, I get the error message listed in my subject line “There was a problem setting up your Sonos Move. Our Customer Care team is ready to help”. 

The Move is still listed under System as Sonos Move, Not registered.

I have gone through the Factory Reset process several times, with this same result.

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    5 replies

    AjTrek1
    AjTrek1
    December 25, 2020

    Hi @cshinn66 

    Have you made any changes to your network recently. Changed network name or password, routers, added range extender or access points or switched your ISP.

    Together Everyone Achieves More = T.E.A.M.
    cshinn66Author
    Contributor I
    December 25, 2020

    No network changes.

    AjTrek1
    AjTrek1
    December 25, 2020

    Then I suggest you contact Sonos support. Before you do run a diagnostic and post the reference ID in this thread.

    Together Everyone Achieves More = T.E.A.M.
    cshinn66Author
    Contributor I
    December 25, 2020

    Diagnostic number is 530455901

    zabro
    Lyricist I
    December 25, 2020

    Experienceing same issue. Completely removed / reset entire system after trying to re-add 2 Move speakers. No router or network changes. Diagonostic number 1722986908. Get same message on both speakers.

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