Get help with your Sonos Roam, and Sonos Move
- 1,019 Topics
- 5,924 Replies
Hello, I have a Sonos Roam that was purchased in April (Not used until December) that will no longer turn on. I have spent the last three days with chat giving me the runaround with different procedures on rebooting a resetting just to have them basically say “Sorry, you’re out of warrant” and would not send it any further for review. To those that have had this issue, was there any luck getting this turd to power on? I have thousands of dollars in other Sonos products that have been great, but this situation has put a bad taste in my mouth. The refusal to stand behind the product frustrates me.
My ROAM is connected with Wifi and Blutoorh. Blutooth at kitchen is used to listen TV when needed. The problem I faced is that once ROAM is connected with blutooth (TV), ROAM tries to keep connectting with TV, even when I do not want to listen TV from ROAM. I can hear the TV sounds from ROAM whenever the TV is on.... What I want to do is to listen TV only when I need. Yes, I know, mute works, but this is not smart. I called SONOS local customer service and he said that ROAM is designed to keep the last blutooth connection, and once it is connected with some other blutooth device, then ROAM will not try to connect with TV again. Hmmm, this may work, but this is not smart at all and annoying to do so thking the recovry of the TV connection. Is there any 'smart' way to disconnect blutooth, via app, or voice control (alexa or sonos)?
I like to use my Roam as a computer speaker. I have issues where Sonos bluetooth frequently disconnects. What seems to trigger the disconnection is when while listening to music on a music player or web-browser and I play a second audio stream on some web videos on any browser (usually Twitter video) all my audio mutes and Sonos freezes and becomes unresponsive. The only way to reconnect is a hard Roam reboot.The issue only happens on Windows 10 (I tested two Windows 10 computers). The issue does not happen with Sonos Move or other bluetooth devices (airpods or UE speaker), only the Sonos Roam. I was sent a new Roam by Sonos, and both the old and new Roam have the same glitch.Try to reproduce the error on Windows 10 yourself. It happens every time I play this video with another audio stream running in the background. I would say about 50% of the videos off Twitter trigger this same issue.https://twitter.com/BarackObama/status/1555221890372861952
We recently upgraded our Playbar and Play 5 to an Arc and Sonos Move.Previously we could group our Playbar and Play 5 and listen to TV sound with no issues. However, since upgrading to the Arc and Move, when we group them and play TV sound the Move cuts in and out constantly and is unlistenable.We cant go back to our Play 5 setup as it is the original Play 5 which only works on the original Sonos app, not the upgraded version.Extremely disappointed as we cannot use the Move for the reason we purchased it >/ Diagnostic report: 1632836691
I have a sonos Roam in my Sonos systems and it is literally a pain to use. Every time I power it on it does not show up in the app and needs to be factory reset and re-added.The factory reset and re-add its also hit and miss and almost always i need to do the process 3-5 times until it show up and can be used. This is what I just went through the other day when i wanted to use it:Power on Roam Wait for 5 mins and it did not show up in the app even-though it was on Factory reset and re add Got stuck in connecting to wifi for 10 mins Factory reset and re add again Now it connected but in the app it showed up not configured and no option to fix it Factory reset and re add again Got stuck connecting to wifi again Factory reset and re add again Finally it connected and i could play music (30+ mins later) When i was done i powered it off fully since otherwise it eats the battery in 1-2 day when sleeping I also charged it so battery is 100% This was Saturday afternoon. Today when i powered it
After struggling to get my Roam pairing with Bluetooth devices and finally succeeding, I managed to get my Roam working both via the S2 app and via Bluetooth. For a day. It charged to 100% and was working plugged-in and on battery. I turned it off last night and woke up this morning and nothing I do will turn it on or wake it up (if it were sleeping. I've tried multiple chargers and cables (in case the battery somehow went dead. No joy, no lights, no sound, nothing. I could occasionally see a faint orange LED near the center below the SONOS logo underneath the mesh, but it goes away eventually. Anyone else have the same problem or suggestions? I've tried to factory reset and that isn't working. Held he power for over 20 seconds with and without the play pause button held simultaneously. Any ideas or help would be appreciated.
I’ve tried doing this a few times but never succeeded in what should be a simple process. In preparation for a trip where I’d like to add the Roam to a different WiFi without resetting it, I’ve just created a new WiFi hotspot at home and am trying to add it to my Roam.Current setup:Many speakers on S1 connected to Sonosnet.Single Roam obviously on S2 connected to same network as S1.Steps taken:Switch on Roam and move phone to different WiFi (the new hotspot) and open S2:Select ‘Unable to find your system’:Select ‘Yes’:Select ‘Yes’:Select ‘Find system’:The App finds two systems even though S1 is disconnected. This also happened when on holiday, far away from the S1 system.Select ‘Continue’:Select ‘Select’. I am returned to the ‘Find system’ screen. If I select that I’m returned to the ‘We’ve found multiple Sonos systems. Let’s confirm the one you want to update.’ screen.It’s an endless loop. I then tried the ‘Find Missing Products’ option:I get this:Select ‘Continue’:Select ‘Contin
I have a system consisting of 6 Sonos Play 1’s, a Move and Boost. I had a new Netgear Orbi mesh wifi network installed and now I can’t connect the Play 1’s. The Move connects no problem. I’ve tried rebooting the router, powering off the devices and turning on one-by-one, connecting one Play 1 to the router via ethernet, etc. Nothing seems to work. When I try to “Add Product”, it just spins and spins. If I go to “Find Missing Products” it identifies all the devices but when I do the “push-2-buttons-simultaneously” thing I end up with an “Unable to join the network ‘Sonos”” message. Any help is appreciated; I’m beyond frustrated.
I have been having issues with playing Audible on my Sonos Roam via Alexa. I use the command “Alexa, play Audible” but after 3-4 minutes the audiobook will stop. On the Sonos app I get the following message: “Unable to play <Audiobook Chapter> - the song is not encoded properly.” Sometimes Audible will skip ahead 2 chapters after the message, but mostly the audiobook stops completely.This issue only happens if I play Audible via an Alexa command. There are no issues as far as I can tell with other services (eg Spotify, iHeartRadio, etc) or playing Audible through my phone.Below are the following solutions I’ve tried and their respective diagnostic confirmation numbers after the issue reoccurred:Completely reset the speaker - 1687113073 and 1909624914Switched speaker to a 2.4 Wi-Fi network - 1319891684Reset my Wi-Fi router - 267135584
I have three iOS based controllers and they intermittently lose visibility to the Roam or will sometimes see the Roam but you are unable to adjust the volume. There’s no pattern I can discern - one day it’s one controller, some days two but rarely will all three controllers lose visibility to the Rroam. After connecting with the working controller the other one/two controllers will mysteriously regain visibility to the Roam. All of the devices are within a 15 foot radius without any intervening walls. In addition sometimes simply rebooting the Roam resolves the issue, however this is getting annoying. I submitted a diagnostic report #591028388, however right now the controllers at home both see the Roam. Should I wait until the controllers lose visibility to the Roam and submit another report? Is there a diagnostic tool for the controllers to see what state they are in when they can’t see the Roam? Grasping at straws here!
I have had a Sonos Arc connected to my tv in my family room for about a year. I just bought a Move to use outside and in other rooms. I want to group or pair my Arc with my Move when watching TV or listening to music. I know it will not be surround sound. I added the Move to the Sonos app In the Sonos app under Settings, the Group options is grayed out. is this possible or the Move basically be a standalone speaker?
I tried using my Move and I noticed that it wasn’t connected to the network (I have 8 SONOS products connected). The white light is constantly flashing and I cannot turn it off with the power button or by doing a factory reset. It’s just completely unresponsive.I called technical support and they were useless. The guy seemed like he had never worked with a Move before and just kept searching the web for solutions that I already tried. Then, he asked for the serial number but didn’t even know where to find it. Finally, after 30 minutes of “troubleshooting”, he told me that I needed to send the unit back to him in exchange for a 30% off coupon. What? So you want me to send the unit back to you so you can refurbish it and sell it and all I get is a 30% off coupon? What kind of business model is this? I’ve been a loyal SONOS customer for over 10 years and you can’t even offer help to fix my product or offer an exchange?
The front four blinking lights won’t turn off. I had it plugged in on the charger stand for over two hours. Held the infinity button for over two minutes. Nothing. I’m still getting the orange blinking lights.I read other posts with the same issues, but no definite answer on how to fix. What now?
My Roam SL continues to disappear from my Sonos app or shows offline. Sometimes I have to try multiple times to turn it off and back on. Then it works fine for awhile. I disabled sleep mode and it still goes offline. I have a NetGear Orbi wifi setup. I don’t have any issues with other Sonos speakers, just the Roam SL.
i have Sonos Move but because of my OS (12+ on iphone 6) have to downgrade it to S1 in order to use it. I understand this means certain Move features may be lost but can’t find any info about what they might be. Anyone know? Another related question - if I downgrade to S1 can I then upgrade it back to S2 if I get the suitable OS (14+)?
I have recently moved to a new place and when I set up a Stereo Pair on a new WIFI, it only plays from one speaker. I can sometimes get it to work from the SONOS app only, playing Spotifz but if I try to play directly out of Spotify one speaker drops and then I have to try repeatedly to have both working together, before one eventually drops. I have tried restarting and resetting the speakers, but nothing seems to work.
My Sonos set up consists of a Play3, two Play1s and Boost. I just got the Roam as I wanted to group it with everything else. My wifi has 3 options; normal, 5g and meshMy existing Sonos all connects to normal and 5g. When setting up Roam it connected to the mesh. In the Sonos app I see either my existing devices (if I am connected to normal or 5g), or only the Roam (if connected to the mesh). At no point do I see all my devices and the Roam. This issue is preventing me from grouping the Roam with everything else (and that was the whole point in choosing the Roam). I cannot find a solution to this anywhere! Help please!
So I recently picked up a new Sonos Move for an outdoor garden application for my father. He wants to be able to have a wireless speaker that can be played to from his iPhone for 5+ hours in the garden, and want to be able to pair multiple of them. The Sonos move seemed to fit the bill best. In addition, we have already ordered everything to overhaul his wifi network (multiple indoor/outdoor access points based around TP-Link Omada).I have the same TP-Link Omada setup in my house, and have been testing the speaker to figure out all the details before we set them up at his house. The Move seems to not be able to handle roaming between access points at all. If I move from one side of the house to the other, it clings to the original access point for as long as possible. It will reconnect to the other access point if I unplug the source access point, when looking at the device in the Omada controller software, I can see it switch instantly when it loses the original access point com
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