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Dear all, 

I've worked in IT my whole life and feel confident with computers, networks, and peripherals, but this Sonos issue has me stumped.

My friend’s Sonos system includes seven devices: the Arc is on Ethernet, while the others use Wi-Fi on a new, high-speed Asus router. Everything works flawlessly, and the Sonos app opens smoothly on both his MacBook Pro and iPhone.

The problem starts when we add a new Sonos Move 2 to the Wi-Fi. Although the router shows it as connected with no IP conflicts, the Sonos app immediately exits its active mode, displaying an error message instructing me to check network settings, firewall, and allow incoming traffic—all of which are already configured. Turning off the Move resolves the error, but turning it back on reintroduces it.

Everything is updated to the latest software. Has anyone encountered this or can suggest a fix? It's driving me nuts! :)

Best regards

// Roberto

Does the Move 2 appear in any other controller (play.sonos.com, iPhone, iPad, Android, Desktop app? I.e. did it get successfully set up and added to the system but it’s just that the iPhone and Mac controller apps then cannot find any speakers after that)? 

 

There’s been some discussion that multiple factory resets of the Move 2 eventually managed to add it to the system. Also someone has used Ethernet. But since the Arc is already on Ethernet not sure how that would go (my router ends up not liking two ethernet-connected speakers). 

 

What is the Wi-Fi network - 5Ghz? 2.4 Ghz?

In relation to the forthcoming Arc Ultra I found this comment in Sonos Reddit interesting. It likely doesn’t apply to setting up Move 2 and other products but I wasn’t aware of this: 

 

“Arc Ultra can connect to the 5GHz network while in a home theater set up. You do have to set it up on 2.4GHz first though.”

 

Sonos support would likely be able to quickly see what the issue is if you get through by phone to them. 

https://support.sonos.com/en-us/contact-global

Thanks for your kind answers!  I have some more info now from my friend:

* App on iPhone is always on but app sais that Move speaker cannot be registered (picture 1)

* App on Mac works fine (picture 2)

* As soon as Move 2 speaker is turned on, app in Mac changes to error message (picture 3)

Here are the pictures in a shared Dropbox folder:
https://www.dropbox.com/scl/fo/c5parv6chz1mehp12fe5c/AGtqbrpZUNzNJiXvYveTCG0?rlkey=3vyxwtmis049w0zr1wfzosa5c&st=57yridnc&dl=0


We been in contact with Sonos support and they claim the problem is local, e.g. the router.

Would appreciate any other suggestion. Otherwise I will reset the router, create a new WIFI and start adding each Sonos unit one by one, starting with the ARC and the Move 2.

 

Have a nice weekend!

// Roberto

That is interesting. I suspect Sonos support was able to see that the Move and other Sonos devices have the same firmware version? Is it possible to force update the Move if for some reason it’s not been updated to the same as the others, or if the other ones have older firmware? 

https://support.sonos.com/en/article/update-your-sonos-speakers

 

Some have commented that if the Sonos app loses speakers or behaves oddly, one reason could be that the devices have mismatching firmware. 

Thanks again. I am on my way over there and will check everything.  Thanks!

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