Prominent Collaborator I

Is My Roam Dead? Won't power on.

76 replies
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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.

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Pinned Reply By Xander P

Hi @smarner, welcome to the Sonos Community!

If none of the steps above have worked, including the hard reset (13~ seconds holding down the power button), and you’ve confirmed that the charger in use meets the recommended requirements (5V/2A), then I’d recommend reaching out to the Support Team via live chat or phone call so they can take a closer look :)

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Furv07

Lyricist I

Same problems here. Problems with play back from the start and now won’t even turn on. Very disappointed with what should be a premium product - will think twice before buying anything else from Sonos. Bought from John Lewis so will be taking back.

D

david_p79

Lyricist I

Same problem. Mine’s lived since day one on the Sonos QI charger. I suspect in my case the issue lies more in that element than the actual Roam.

If use a different 2.1a charger (as support told me to do) plugged straight into the Roam it’ll come back to life and charge.

I’m not sure if the Qi is getting it’s self in a pickle and de-activating its self somehow maybe, and then the Roam is slowly running out of charge, and because it takes so long to charge it means it looks dead everytime I pick it up.

I’m running one more experiment and then I’ll get a new charger from Sonos as a starter

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JosM

Lyricist I

Came back here to report maybe some positive news for other folks - I spent some time with Sonos support today, and they recommended a hard reset, which isn’t in the user guide… Hold the power button down for 12 seconds until the orange light turns back on. Wait a few moments and then see if you get the white light at the top back. If you do, check the app and see if it’s back online. This did the trick for me and now it’s working normally again! (Before I did this, I couldn’t get it to do anything outside of the orange light turning on when I plugged it in.)

Today I had the exact same issue and holding the power switch for 12 or 13 secs worked for me too. Thanks for sharing!

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martinwesterstrand

Trending Lyricist I

Hi!

I have exact the same issue. Did not start what ever I did. Just kept pushing the power button for 60 seconds ever hour and suddenly it just started.

Now it works until power off, either automatic or manual. After that it does not start. Unless I do a 12 second long press of the power button.

After that It will work until power off again.

Cant get factory reset to work. (Play/pause and powerbutton). No lights will come on.

Ken_Griffiths

@martinwesterstrand

That sounds a little like a faulty button (possibly?). I would perhaps video your experience and also submit a Sonos diagnostic report and make a note of its reference. Then contact/chat to Sonos Support via this LINK.

Hope you get it sorted.👍

M

martinwesterstrand

Trending Lyricist I

@martinwesterstrand

That sounds a little like a faulty button (possibly?). I would perhaps video your experience and also submit a Sonos diagnostic report and make a note of its reference. Then contact/chat to Sonos Support via this LINK.

Hope you get it sorted.👍

The button works just fine.

Ken_Griffiths

The button works just fine.

So why the difficulty starting/resetting it etc? My Grandson (12yrs) has the Roam and he has no issues with his device buttons, they all work perfectly, exactly as described in this YT video…

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martinwesterstrand

Trending Lyricist I

The button works just fine.

So why the difficulty starting/resetting it etc? My Grandson (12yrs) has the Roam and he has no issues with his device buttons, they all work perfectly, exactly as described in this YT video…

If you read the thread you will see that others also have issues with the device being “bricked”. Meaning not responding to anything. Not charging, buttons, resets etc. Suddenly the device starts to work and everything works just fine. For me the Roam will not start(efter normals standby mode or manual standby) without a reset using the fully functional power button for 12+ seconds.

Ken_Griffiths

If you read the thread you will see that others also have issues with the device being “bricked”. Meaning not responding to anything. Not charging, buttons, resets etc. Suddenly the device starts to work and everything works just fine. For me the Roam will not start(efter normals standby mode or manual standby) without a reset using the fully functional power button for 12+ seconds.

I can only reiterate what I mentioned earlier…

I would perhaps video record your experience and also submit a Sonos diagnostic report and make a note of its reference. Then contact/chat to Sonos Support via this LINK.

And… I do sincerely hope you can get the matter resolved.👍

C

chopperpro

Lyricist I

Thanks this thread really helped. I had tried the 14 second reset while plugged in and it did not work. I then tried it while unplugged after reading this thread and hey presto it started to work. Mine was also on 100% charge as soon as it showed in the app after starting again. Thanks all

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