I received a new Roam SL as a gift and have been trying all weekend to connect it to my existing Sonos system. I had to download the newest version of the app which created other connectivity problems with one of my 5 systems, but eventually got all but one speaker working. THEN I worked on adding the Roam and no luck. It fails on the very last step. I’ve tried the options it gives me an nothing.
Tried calling support and there is an 80- minute wait with NO callback, are you kidding me?
Any help would be appreciated before I return this.
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Solution Found!….after several hours with tech support, Google, ISP,….
1- Take Roam SL back to where you bought it (or grab a stack of paper and set it on top and let it do the job it was born to do)
2- buy new Roam 2, released yesterday
3- setup takes 60 seconds and flawless.
4- Use new Roam 2 button for instant Bluetooth, so much better
You are welcome!
Adbracadbra21 - please stop saying “it worked for you”. Obviously that isn’t the case for the people on this thread and that offers zero help. Good for you.
I and others have tried the bot support, which took me thru the steps described and then it still failed. What we are all looking for is there a bug fix coming as there is certainly a bug in their latest release. I’ve validated that with support now who simply says “sometimes” and they have no ETA on a fix.
Yep, having the same issue as everyone else. Adding to see when someone finds a fix
I just waited an hour to chat with a live person. He had me give him the serial number of the roam sl. After checking the serial number, he gave me this response:
Rest assured that we will update you once we release a new update fixing the issue,
I said I would rest assured since I would be returning the product for a refund. Don’t waste your time with this one….
After 2 hours, including the wait time of an hour, I was told that the software was out of date and we weren’t able to figure out a way to update it, so it’s been escalated. I’ll be returning this product as it’s useless to me.
I have spent at least 5 hours trying to set up new SL. Chat was worthless and now I have been holding for 30 minutes to talk to an expert. This is my first Sonos and will be my last. Will the company send out some sort of notice when this issue is fixed or do I return my gift to sender?
Sorry to hear you are all having soo much trouble, got two Roam SL’s that are Paired in Stereo and a Pair of Moves that are Paired in my Kitchen and/or Garden right now, I have no issues and I will be buying more Sonos. Not gonna lie they messed up with the new app but they have already fixed some issues and they believe by mid June all issues will be fixed. Stay the course, for those that have patience. They released the new app because of the new headphones that are being released soon, they should have just held back the new app and the headphones, as there were and are issues, I still don’t understand how I’m good and others aren’t. Wifi can be an issue, I don’t know.
I have read that many new SL users are having same issue. I will give it another week. Thank you.
If they know the serial numbers of the SL’s that are affected why don’t they publish them so we can all stop wasting our time until the fix is in, or offer to replace these units and show some good faith and customer service.
Just got my roam. Doing the same thing. Tried signing in and out. Deleting and download the app. Factory resetting the speaker. No solution. Posting here hoping Sonos dev will fix this error otherwise I’ll be retuning or disputing the charge.
I actually finally got mine to play by connecting it as an accessory. App does not recognize it yet but once it said connected to WiFi on my phone I just paired it to blue tooth. No idea how this worked and it took about 5 hours. Absolutely ridiculous and annoying. My first and last Sonos product.
Guess what - I FINALLY heard back from tech support in Sonos today, WEEKS after I logged my issues. Sad or maybe relived to say I returned the Roam SL unit as I could never get it to work and the return window was closing.
Sonos support is really hurting and worthless. Why on earth is it okay to reply 3 weeks later? Is Sonos headed in the direction of being extinct? Like Blackberries? I for one will not invest ANY more. Premium prices for products that don’t work and have no support.
I had the same issue with the brand new Roam SL not finishing setup using the new Sonos app on my iPhone. Errored out with “We’re having trouble finalizing the connection to your Sonos Roam SL”. So frustrating. Went thru the setup like 5 times.
I installed the update that was released I think today (June 5th) and the setup finally finished. Thought I was all set.
Now, I see the Roam SL but when I try to play anything thru it I get “Unable to connect. Please try again later”.
Thanks to somebody on this thread, I downloaded the Sonos app from the Sonos website on my MacBook. I then played music to the Roam SL and it worked! Now I no longer get “Unable to connect” from the app on my iPhone.
Then try to add the speakers to your network (or setup a new network) and follow the prompts.
Before this I tried to add it to my network and it would get to the end and then fault out. After using the Windows desktop app I was able to add them all and no issues.
