Skip to main content
mrmikedcook
Contributor I
April 9, 2020

Move constantly goes offline

Is anyone else running into their Move going offline constantly?  I had it running for about a week or two switched the bridge and all Sonos appliances over to a new Wifi and now it goes offline constantly.  I tried bringing it back online on both old and new Wifi Networks and it won’t stay online on either.  Reset with the power, infiniti button onto charger whole nine yards get it to work for about 15-30min then it just stops and it is offline according to the app.

Now here’s the fun part I can tap the play button on the Move itself and it will play a station but I have NO control over the station or skipping and nothing from the app as it shows as offline.  It’s been about 4 days of this back and forth balogna and I just cant figure out what the heck is happening.  Been through every option I can find.  Using\not using True play, using\not using voice services updated the app and everything it’s maddening.  Any help would be greatly appreciated.

    This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.

    55 replies

    Show previous replies
    Mark P
    Mark P
    Retired Sonos Staff
    October 23, 2020

    Hi @mboorah.

    Welcome, thank you for reaching out to Sonos Community. I totally understand where you're coming from and I’m here to help.

    Can you submit a diagnostic report from your Sonos system and reply back with your confirmation number?

    Might want to check this link to reduce wireless interference.

    Let us know if it works. If you need help with any other information, please be sure to let us know.

    Help others find useful content by clicking the like button and selecting the best answer to your question
    mboorah
    Lyricist II
    October 24, 2020

    440901423

    My MOVE is currently working when I did the diagnostics

    mboorah
    Lyricist II
    October 24, 2020

    thanks!

     

    Mark P
    Mark P
    Retired Sonos Staff
    October 25, 2020

    Hi @mboorah.

    Welcome, thank you for reaching out to Sonos Community.

    Glad we can help.

    If you need help with any other information, please be sure to let us know.

    Help others find useful content by clicking the like button and selecting the best answer to your question
    Mateo7
    Lyricist I
    October 28, 2020

    Yes mine too always going offline, so irritating.

    Ruins the mood, to expensive not work consistently.

    Chippo
    Lyricist I
    November 22, 2020

    Hi all, frustrating and bad to ear that others are facing the same issues then me. I have 5 Sonos products, all working perfectly except the Move which has started to go offline one week ago and it seems to get worst every day. Only a router reboot helps (great...) The move is installed 5m from the router, no wall between or anything.

    app is up to date both on apple or Samsung devices

    What shall I do ? Get a product exchange ??

    Seems that no one really had a definitive solution to fix this

     

      Mateo7
      Lyricist I
      November 22, 2020

      Hi all, it's nice they set up this chat spot for us. What should be happening is SONOS should be replacing the faulty expensive product!

      Has anyone had them reach out with help?

      EJSA
      EJSA
      Lyricist II
      December 16, 2020

      Having this same issue-- have had the move for about 6 months, it currently resides on the base (so is always plugged in) and we’ve been having issues for months where it just drops off the system (doesn’t show up on the app).  Happens when I go to adjust the sound when its paired with other devices-- its really infuriating as it’s on, but there is no way to control it.  Can you please help?

        Mark P
        Mark P
        Retired Sonos Staff
        December 18, 2020

        Hi @EJSA.

        Welcome, thank you for reaching out to Sonos Community, We appreciate your time and effort in posting your concern here in our community.

        Can you please tell us more about your connection.

        What is the make and model of your main router?

        If there are other routers, Wifi extender, or Wifi booster, what are the make and model if possible?

        Can you submit a diagnostic report from your Sonos system and reply back with your confirmation number?

        If you need help with any other information, please be sure to let us know.

        Help others find useful content by clicking the like button and selecting the best answer to your question
        EJSA
        EJSA
        Lyricist II
        December 18, 2020

        Thanks for follow up! Diagnostic report summitted. Confirmation 563014142. 

        I have a Netgear Orbi mesh system. 1 RBR50 router. 2 RBS50 satellites. 1 RBS50Y outdoor satellite (details in image).

        The outdoor satellite is currently inside, and is the closest to the Move. Only about two feet away when the Move is on it’s charging stand, which is the majority of the time.

         

         

        Show more replies
        Terms & ConditionsAccessibility statement