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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.

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    55 replies

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    McBizzle1
    Contributor I
    January 9, 2021

    I am so frustrated with the Sonos Move.  It constantly goes offline. Reboot Wi-Fi/router/reboot Move. No problem with the 8 other Sonos products we have...just the Move. It’s awesome...until it goes offline again and again and AGAIN. I’m oddly comforted reading all these comments because I thought it was user error. It appears to me this is a design flaw in a very expensive speaker 

     

    I have an Orbi mesh system with a router and three satellites. This issue occurred before the Orbi system was installed  

     

    Any other suggestions to repair? When will there be a download to fix this issue?

      Mark P
      Mark P
      Retired Sonos Staff
      January 15, 2021

      Hi @McBizzle1 .

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

      I need to see the move online while you're playing some music.

      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
      andylea1
      Lyricist I
      January 18, 2021

      HI

      Received a Sonos Move as a Christmas present off my wife. Whilst it is ok to connect in its bluetooth mode to use services on my iphone such as Youtube, I’ve found it constantly goes offline for use with the app. I’ve tried the instructions on the Sonos pages and it does’nt really remedy the situation and if the Move comes back online it feels more like accident than by design. I use a Linksys Velop router.

      Its  very frustrating and I’ve created an account as a last resort because if the situation isn’t sorted I’m afraid its going back for a refund. I’ve scanned through many other topics which appear to indicate the problem is pretty common. Any help appreciated. I’ve sent some diagnostic info through ticket 1904096381. This is with the PLay 3 and Sonos Move playing simultaneously.

      Mark P
      Mark P
      Retired Sonos Staff
      January 18, 2021

      Hi @andylea1.

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

      Upon carefully reviewing the diagnostic report number and since your using a Linksys Velop router, there is some configuration you need to check.

      Here are router settings that need to be verified. You can contact your ISP or the manufacturer of the router for assistance.

      a. Auto channel must be set to Off

      b. Choose best non-overlapping channel (1,6,11)

      c. Set channel bandwidth to 20MHz

      d. Both 2.4GHz and 5GHz should be enabled

      e. 802.11 band should be set to b/g/n

      f. Airtime Fairness should be disabled

      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
        EJSA
        EJSA
        Lyricist II
        January 22, 2021

        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.

        Hey @Mark P… Why no response to my stats above? Diagnostic confirmation 563014142. 

        Mark P
        Mark P
        Retired Sonos Staff
        January 22, 2021

        Hi @EJSA.

        Thank you for reaching back to Sonos Community.

        Sorry for the late reply, base on the diagnostic report the wifi network your Sonos speaker is connected to has a mixed-mode causing the speaker to jump from one wifi channel to another, Auto wifi channel needs to be off.

        Here are router settings that need to be verified. You can contact your ISP or the manufacturer of the router for assistance.

        a. Auto channel must be set to Off

        b. Choose best non-overlapping channel (1,6,11)

        c. Set channel bandwidth to 20MHz

        d. Both 2.4GHz and 5GHz should be enabled

        e. 802.11 band should be set to b/g/n

        f. Airtime Fairness should be disabled

        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
          andylea1
          Lyricist I
          January 26, 2021

          Thanks. This seems to work, I’ve found that I can switch between wifi just for my phone (blue light) whereas if I push the bluetooth mode again (white light) I’m back on the Sonos S2 app. Everything feels in more control. Thanks for your help on this because I’ve alwasy been a big fan of Sonos and wanted to keep the product.

          McBizzle1
          Contributor I
          February 1, 2021

          1085063524 submitted this morning 11:32am while Sonos Move (finally) operational after once again resetting router and rebooting everything 

           

          1500010893 submitted this evening at 8:42pm when the unit unexpectedly went offline again

           

          Thank you  

           

           

          Enaiburg
          Lyricist I
          February 1, 2021

          I am having the same issue diagnostics number 237700310 please help ASAP as this is very disappointing to have to keep restarting my Move. 

          markaaregan
          Lyricist I
          February 2, 2021

          Same thing happening with me. Need to reset every single day. No other wifi issues in the house and it sits two feet away from a hub, pc in the same room has zero issues. Seriously regretting this purchase.

          Diagnostic number 529759958

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