Skip to main content
SarahN
SarahN
Local Superstar
May 30, 2022
Answered

Reset, soon to be returned speaker, still showing 'offline' in app

  • May 30, 2022
  • 13 replies
  • 995 views

Hi, 

I am returning a Roam speaker to Sonos as it’s within the return window, and have factory re-set it. It still shows as ‘offline’ in the app though but it does not show up as an item under the ‘About my system’ list. 

I phoned Sonos and they had me re-set the app - it was still there.

They had me re-set the app, then log in to a new account (using my normal details mind you - separate household?), then add the Roam to that account which I managed to do while on the phone to Sonos. Then the guy said it should be ok so we ended the call. So then I factory re-set the Roam again and re-set the app again and logged into my normal account/household (which the Sonos guy told me to do) and the bloody thing is still there.

Will this thing just disappear of it’s own accord at some point? I will try re-booting my router later today but can’t right now as I’m working at home.

This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.
Best answer by Ken_Griffiths

Yes, usually after a period of 72 hours of last use, it should disappear from your system, or you can reboot all your Sonos devices with a network reboot and that will cause it to disappear too.

13 replies

Ken_Griffiths
Ken_GriffithsAnswer
May 30, 2022

Yes, usually after a period of 72 hours of last use, it should disappear from your system, or you can reboot all your Sonos devices with a network reboot and that will cause it to disappear too.

Ken_Griffiths
Ken_Griffiths
May 30, 2022

What I don’t understand from your post @SarahN is did the Roam work, or not, in the newly created Sonos Household, you seem to infer that it did work and that you then ended the support call…?

SarahN
SarahNAuthor
Local Superstar
May 30, 2022

Thanks @Ken_Griffiths 😀

The OCD tendencies in me make this frustrating lol. So long as it goes eventually. 

Can you have too many Sonos speakers? 🤔 😆
SarahN
SarahNAuthor
Local Superstar
May 30, 2022

@Ken_Griffiths - I only added it to the new household (at the Sonos guys request), in order to get it off my main household list. It added as normal and then just showed up as the only speaker, so then the guy said just to factory re-set it again and re-set the app, then log in as normal….

He seemed to think after the re-setting it should go from my app ‘room’ list so he ended the call with me.

 

Didn’t work anyhow 

Can you have too many Sonos speakers? 🤔 😆
Ken_Griffiths
Ken_Griffiths
May 30, 2022

Thanks @Ken_Griffiths 😀

The OCD tendencies in me make this frustrating lol. So long as it goes eventually. 

Yes as an OCD trainee myself, I understand.😀 - A network reboot should work for you too, so try that to get rid of it sooner.

SarahN
SarahNAuthor
Local Superstar
May 30, 2022

@Ken_Griffiths  - yes will try re-booting the router later on when I’ve finished work. If it’s still there then I will just have to leave it go of it’s own accord lol.

Can you have too many Sonos speakers? 🤔 😆
    Ken_Griffiths
    Ken_Griffiths
    May 30, 2022

    If the Roam added and was working okay in the newly created Sonos Household. It should add and work in your original system HH too… you might just have needed a full network reboot of the local router.

    edit: ah I now see you mention it didn’t work in the new HH.👍

    Ken_Griffiths
    Ken_Griffiths
    May 30, 2022

    Note: Sonos non-portable devices will disappear from the HH when they are added to a new HH, but Sonos portable devices behave differently - they stay there for 72 hours because people take them out and about and may add them temporarily to other networks/households, but as mentioned a network reboot will get them to disappear sooner. HTH.

    SarahN
    SarahNAuthor
    Local Superstar
    May 30, 2022

    @Ken_Griffiths - that makes sense as to why it still shows then even when I did all that faffing about.

    I will do the network re-boot but not worry too much if it’s still there. Hopefully by the end of the week, it will have gone as I will have sent the physical speaker back by then too. 

    Can you have too many Sonos speakers? 🤔 😆
    Ken_Griffiths
    Ken_Griffiths
    May 30, 2022

    @Ken_Griffiths - that makes sense as to why it still shows then even when I did all that faffing about.

    I will do the network re-boot but not worry too much if it’s still there. Hopefully by the end of the week, it will have gone as I will have sent the physical speaker back by then too. 

    I am a little surprised that the Support Staff didn’t get you to do a full network reboot during the troubleshooting with your Roam, as it might perhaps have been a duplicate IP/addressing issue that was causing the Roam to show offline, but perhaps the diagnostic report showed there was some other issue. Anyhow I hope all proves to be well with your replacement speaker.

      Show more replies
      Terms & ConditionsAccessibility statement