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Richard_161
Trending Lyricist I
February 14, 2023
Answered

Move and Roam continually disconnecting from Sonos App

I have a system which includes a pair of Sonos Ones and a Beam all working together in one room, and older Play3 in another room and finally a Roam and a Move in the final room.

 

I work from home and I typically play the Roam and Move together as one to listen to during the day,

I previously used Apple Music app and then selected the airplay option to connect to those two together. However they wouldnt always connect despite always showing in the list of speakers. Just says fails to connect.

 

So I ended up switching to using the Sonos app, selecting another room (usually the play3 as only that and the Ones would appear via the app), going to apple music and starting a track. I then would press the room grouping option and wait for the move and roam to appear. Eventually they would, talking minutes. THen deselect the room i didnt want and off i go.

Sometimes this would last all day, but if i a playlist ended I then go and select another via apple music (through the sonos app) it would say cant add tracks, because it had lost the speakers (even though it had only just fnished playing). its as though a certain time elapses and they lose connectivity to the app.

 

So then have to go through the whole process again, but always have to end the sonos app first.

Its a pain. nothing has changed with my network at home and its just getting worse, now bored of it.

 

Another thing, if all the above has happened and Ive lost the connectivity, i can then press the play button on the roam and that and the move start playing the last playlist again from the start?! but they dont show up on the app. So yes i can listen again but have no way of changing it until i repeat the whole process above.

 

No longer seems a seamless system.

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Corry P
Corry PAnswer
Sonos Staff
February 21, 2023

Hi @Richard_161 

Thanks for your post!

I recommend you get in touch with our technical support team, who have tools at their disposal that will allow them to give you advice specific to your Sonos system and what it reports.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
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23 replies

Mr. T
Mr. T
February 14, 2023

Can you describe your home network? What router are you using?

Richard_161Author
Trending Lyricist I
February 15, 2023

I am using BT SmartHub2 as a router, but also have 2 wifi discs, so therefore assume that means its working as a mesh network.

My house is fully networked i.e. ethernet in every room so will use that where I can depending on device, eg sky Q and miniboxes which all use ethernet.

The play 3 is using ethernet but the remainder of the Sonos speakers are using the wifi network.

 

 

 

 

Mr. T
Mr. T
February 15, 2023

Hello,

The BT Smart Hub 2 was known to cause issues. Take a look at the following:

I’d definitely check your router’s firmware is up-to-date.

Richard_161Author
Trending Lyricist I
February 16, 2023

Thanks, firmware is well beyond that.

Probably need to just need to put up with it.

Corry P
Corry PAnswer
Sonos Staff
February 21, 2023

Hi @Richard_161 

Thanks for your post!

I recommend you get in touch with our technical support team, who have tools at their disposal that will allow them to give you advice specific to your Sonos system and what it reports.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
    NomoreS0nosproducts
    Lyricist III
    May 12, 2023

    My Sonos Roam disconnects daily and I’m 100% sure it’s due to its incompatibility with my Eero mesh network. When it disconnects it won’t even allow you to connect via Bluetooth. I have a $5 Bluetooth speaker from Amazon that has better reliability. It’s so frustrating this will be my last Sonos product. 

    Manu84
    Enthusiast I
    May 15, 2023

    Hi, @NomoreS0nosproducts. 
    Did you find a sollution for your Roam disconnecting? Mine stops playing music randomly no matter if I’m using Airplay, Spotify Connect, Apple Music or Bluetooth, but with Bluetooth the audio drops out for a second every 5 to 15 minutes or so, quite frustrating and infuriating.
    My Ultimate Ears Wonderboom2 bluetooth speaker has absolutely more reliability, I use it a lot especially  in my shower time, and I can’t remember about any single playback issue since it was new. Compared to my Sonos Roam, I will say it’s an 85% more reliable than the Roam, to not say a 100% and throw hate to Sonos          

    La discapacidad visual no es ningún impedimento, a disfrutar Bros
    NomoreS0nosproducts
    Lyricist III
    May 15, 2023

    Hi @Manu84, I have not found a solution except for doing the reset(hold power and play button for 5 seconds) and reconnecting the Roam via initial setup. 

      Manu84
      Enthusiast I
      May 15, 2023

      @NomoreS0nosproducts, Factory reset didn’t make any difference  for me either, I don’t know how to return it because it’s already out of warranty, but I don’t want it in my home near me anymore, it sucks🤮   

      La discapacidad visual no es ningún impedimento, a disfrutar Bros
      Airgetlam
      Airgetlam
      May 15, 2023

      Sure sounds like network issues to me, I’d be contacting Sonos support. 

      Without any data, I’d be guessing either wifi interference or even duplicate IP addresses being handed out by the router. There’s always the tiny possibility of a hardware failure, too, but until you contact support, there is no way to be certain . 

      Bruce
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