Contributor I

Answered

Sonos Roam WILL NOT register

Forum|Forum|2 years ago
May 19, 2024
22 replies
3689 views

I have seen others run into this problem: Sonos Roam WILL NOT register. It is connected to same wifi and communicating with my iPhone 15. I go through the steps, phone and Roam communicate. Then on last step with green & white blinking lights - the Roam turns solid white for 30-60 seconds saying it is completing registration - then Fails. EVERY. SINGLE. TIME. The Roam appears in my iPhone System settings but shows as: Not Registered. And that means I cannot do anything with it. So it’s there, but Sonos will not let me register it and continues to fail every time. HELP! Right now this Roam is useless to me. FYI - I have rebooted my iPhone several times. I know my Router is fine and my other two Sonos Products (Play One and Move) are working perfectly. This is a Sonos issue and I really need some help here.

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Best answer by henrikfrank2

SOLVED Problem after trying Recommendation from another Thread!!!

The FIX was based on info in another thread. Make sure you have most updated Sonos software. Then SIGN OUT and... SIGN BACK into your Sonos account again. Then go through the steps you have probably done a dozen or more times (that all failed - LOL) - and your Roam should register with no issues.

I have no idea why this particular step was needed (nowhere does Sonos recommend it) - but it did. Thanks to the other Sonos community members who provided this fix. Hope it works for others.

This helped with the new App! Thanks a lot!

Show previous replies

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suzmar

Lyricist III

I ordered the Roam 2. But maybe I could have waited a bit more and tried again. The latest app update from 4 days ago might have fixed the problem! Now I will never know… unless I can’t set up the Roam 2!

K

kimberlylea

Lyricist I

After spending at least 12 combined hours of trying to get my new roam to connect, update and register I finally got it to work. I connected the roam to my existing system but it needed a firmware update and would not register. I kept either getting stuck on the update needed screen or it would try to update and I would go between error codes 1000 and/or 1002. I tried multiple fixes found online (transferring account to myself, signing in and out multiple times, resetting Sonos app within the app, uninstalling and reinstalling app, trying from multiple devices (IOS, Android - both phones and tablets))

Today after signing in and out of the app about 50 times I downloaded the desktop app and reset my mobile apps. The desktop app initialized the firmware update and was successful. I then signed back in to the mobile app and initialized the registration, I was prompted to use the microphone to verify it or enter the PIN at the bottom of the roam. I opted to enter the PIN manually. It then started to chime and prompted me to press the play/pause button. After trying this multiple times I kept getting a message something like “could not verify the button has been pressed”. I then went to my home screen on my phone while leaving the Sonos app on the screen asking to “try again”. I opened my settings and removed all Sonos app permissions and then immediately reenabled all permissions. I went back into the Sonos app and “tried again”. This time the button press registered and prompted me to press the play/pause and volume up button at the same time. That finally registered the roam and I am now able to use it. An extremely frustrating experience to say the least. Hope this helps save someone some time trying to get their roam working and/or avoiding spending hours on hold with customer care.

S

suzmar

Lyricist III

Which version of the roam do you have? Roam SL, Roam or Roam 2?

K

kimberlylea

Lyricist I

Which version of the roam do you have? Roam SL, Roam or Roam 2?

I have the Roam

S

suzmar

Lyricist III

UPDATE. I gave up on setting up the Roam SL and returned it. I ordered the Roam 2 and it was just delivered. In less than 5 minutes, I unpacked it, plugged it in, updated the software and set it all up.

There must be an issue with Roam and Roam SL?

There should be some sort of bulletin about the Roam/RoamSL set up issues!!

So - as another reader wrote - the solution is to return the Roam/Roam SL and order a Roam 2!

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Scodie

Lyricist I

I had a problem with the Sonos Roam 2. Updated to the latest version of the app. Went through the setup, and the app indicated there was a problem with the setup, and directed me to turn off the roam 2, turn back on, and register the speaker through the settings. I tried this several times, and the product would not register. I have an Orbi RBRE960 router. I updated the firmware for the router via the mobile orbi app. After the firmware update for the router was complete, I tried to register the sonos roam 2, and it worked perfectly. Hope this helps.

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sarahmakestea

Lyricist I

Tried all that. Signed in and out and in and out. Went through all the steps but still have a paperweight instead of a speaker. Can’t connect via Bluetooth. I see the Roam Not Registered in the app, which is the latest version and when I click Fix It it goes to Let’s finish adding your roam to your system, then There is an update that is available for your Sonos Roam that must be completed (several minutes) before you can use it, then Adding your Sonos Roam, then it flashes on the update screen for a second Tune with Trueplay™ Adapt the sound of your speakers to the acoustics of the room. Updating your product. This should take several minutes but a second later goes to We couldn't update your Sonos Roam. Check your Wi-Fi connection and try again later. Error code - 1,002 When I click Continue I get There was a problem adding your Sonos Roam to your system. Try again later.

Does anyone on here think 100 minutes wait time on hold for customer support is reasonable?

I clicked for a call back and 4 hours later I missed the call as I was on a call to someone else and they never rang back.

I do hope you all find a solution to your issues online because it looks like Sonos aren’t able to help with this one.

Thank you, at least I feel I’m not going crazy, I too have bought a paper weight Roam and was similarily gaslit by SONOS support with byzantine, dead-end instructions, error codes and non-fixes.

R

Randers

Lyricist I

Tried all that. Signed in and out and in and out. Went through all the steps but still have a paperweight instead of a speaker. Can’t connect via Bluetooth. I see the Roam Not Registered in the app, which is the latest version and when I click Fix It it goes to Let’s finish adding your roam to your system, then There is an update that is available for your Sonos Roam that must be completed (several minutes) before you can use it, then Adding your Sonos Roam, then it flashes on the update screen for a second Tune with Trueplay™ Adapt the sound of your speakers to the acoustics of the room. Updating your product. This should take several minutes but a second later goes to We couldn't update your Sonos Roam. Check your Wi-Fi connection and try again later. Error code - 1,002 When I click Continue I get There was a problem adding your Sonos Roam to your system. Try again later.

Does anyone on here think 100 minutes wait time on hold for customer support is reasonable?

I clicked for a call back and 4 hours later I missed the call as I was on a call to someone else and they never rang back.

I do hope you all find a solution to your issues online because it looks like Sonos aren’t able to help with this one.

Thank you, at least I feel I’m not going crazy, I too have bought a paper weight Roam and was similarily gaslit by SONOS support with byzantine, dead-end instructions, error codes and non-fixes.

My issue slightly different as the above fixes didn't work. It was down to the auto steering setting on the router. I turned that off, forced the roam to use the 2.4 GHz band on the router, then once it registered switched auto steering back on. All good now.

A

Andoman1234

Contributor I

Just got a Roam 2 delivered. Won’t register to my account. Tired the sign and sign out fix..it didn’t fix. I don’t have hours and hours to sort this.Will be returning. This issue comes on top of multiple addressing issues and the inability of the sales team to see what address DHL had been given by them! Oh Sonos what a fall from being such a great company. Where did it all go wrong?? Poor hires into operations?

Waited on hold for 30 minutes then gave up.

G

garciag800

Contributor I

After spending at least 12 combined hours of trying to get my new roam to connect, update and register I finally got it to work. I connected the roam to my existing system but it needed a firmware update and would not register. I kept either getting stuck on the update needed screen or it would try to update and I would go between error codes 1000 and/or 1002. I tried multiple fixes found online (transferring account to myself, signing in and out multiple times, resetting Sonos app within the app, uninstalling and reinstalling app, trying from multiple devices (IOS, Android - both phones and tablets))

Today after signing in and out of the app about 50 times I downloaded the desktop app and reset my mobile apps. The desktop app initialized the firmware update and was successful. I then signed back in to the mobile app and initialized the registration, I was prompted to use the microphone to verify it or enter the PIN at the bottom of the roam. I opted to enter the PIN manually. It then started to chime and prompted me to press the play/pause button. After trying this multiple times I kept getting a message something like “could not verify the button has been pressed”. I then went to my home screen on my phone while leaving the Sonos app on the screen asking to “try again”. I opened my settings and removed all Sonos app permissions and then immediately reenabled all permissions. I went back into the Sonos app and “tried again”. This time the button press registered and prompted me to press the play/pause and volume up button at the same time. That finally registered the roam and I am now able to use it. An extremely frustrating experience to say the least. Hope this helps save someone some time trying to get their roam working and/or avoiding spending hours on hold with customer care.

How on earth are people getting the desktop app to update anything? I have downloaded, deleted and redownloaded the desktop app on my pc multiple times and never am I asked to update anything (I am using the latest app for windows). I have tried resetting my roam, adding it via my phone, getting to the “not registered” point, hitting fix it, then leaving it open on the screen when I see “error 1,008” and then I try to start up the desktop app but nothing happens. If I click on join an existing system, it just asks me to configure firewall and then opens the app but no mention of any updates and no sign of my roam within the devices. Only lists my other speakers that have already been added. And if instead of join an existing system, I click on start a new system, it just takes me back to the webpage where I downloaded the app. This is just nuts

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