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Jkholley
Trending Lyricist I
May 20, 2024 5:00 PM UTC
Question

NEW Roam SL won't connect

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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39 replies

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Adbracadbra21
Lyricist III
May 22, 2024 5:29 AM UTC

Just contact tech support over the internet they will sort your situation out in about 10 minutes

i contacted support, they didnt sort anything out. i am in the exact same spot of not connecting

I don’t get how I can set up my system and add a new Roam and at one point I had to talk to tech support, but still I managed to sort everything.

 

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ElenaC
Enthusiast I
May 22, 2024 1:33 PM UTC

Just contact tech support over the internet they will sort your situation out in about 10 minutes

i contacted support, they didnt sort anything out. i am in the exact same spot of not connecting

I don’t get how I can set up my system and add a new Roam and at one point I had to talk to tech support, but still I managed to sort everything.

 

i finally connected, had to use both my phone app and my mac app for the set up but this speaker is finally connected. feels like a miracle at this point

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    Randevous
    Lyricist III
    May 22, 2024 3:37 PM UTC

    @ElenaC How did you use Mac app to install? 

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    Randevous
    Lyricist III
    May 22, 2024 3:38 PM UTC

    Just contact tech support over the internet they will sort your situation out in about 10 minutes

    i contacted support, they didnt sort anything out. i am in the exact same spot of not connecting

    I don’t get how I can set up my system and add a new Roam and at one point I had to talk to tech support, but still I managed to sort everything.

     

    i finally connected, had to use both my phone app and my mac app for the set up but this speaker is finally connected. feels like a miracle at this point

    @ElenaC How did you use Mac app to install? 

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    ElenaC
    Enthusiast I
    May 22, 2024 3:45 PM UTC

    Just contact tech support over the internet they will sort your situation out in about 10 minutes

    i contacted support, they didnt sort anything out. i am in the exact same spot of not connecting

    I don’t get how I can set up my system and add a new Roam and at one point I had to talk to tech support, but still I managed to sort everything.

     

    i finally connected, had to use both my phone app and my mac app for the set up but this speaker is finally connected. feels like a miracle at this point

    @ElenaC How did you use Mac app to install? 

    please check my step by step here, i cant paste it in this thread, it detects the answer as a duplicate: 

     

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    Randevous
    Lyricist III
    May 23, 2024 4:13 AM UTC

    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! 

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      JkholleyAuthor
      Trending Lyricist I
      May 24, 2024 11:29 AM UTC

      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.

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        Logiebear79
        Lyricist I
        May 27, 2024 7:23 AM UTC

        Yep, having the same issue as everyone else.   Adding to see when someone finds a fix

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        murrcat
        Contributor I
        May 29, 2024 3:39 AM UTC

        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….

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          Logiebear79
          Lyricist I
          May 29, 2024 8:38 AM UTC

          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.  

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