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Move fell from 45 cm to carpet, now malfunctioning.

  • 7 April 2024
  • 6 replies
  • 44 views
T

My son placed the Move on a soft surface and walked away, then we heard a thump a little while later.

After this happened, we have the following issues:

-Sound quiet and muffled.

-No light on top panel, touch buttons unresponsive.

I managed to reset the move with no blinking lights to guide me, however upon re-adding to my system it could not be registered due to an app being out of date. However my Android app is up to date.

I have a strong suspicion that there’s internal damage or the factory reset would have worked. What are my options from here? Any advice appreciated.

 

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Best answer by Airgetlam 7 April 2024, 07:29

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6 replies

Airgetlam

Your only choice at this point is to call Sonos Support directly to discuss it. Unfortunately, there is no ‘authorized’ repair network. 

Bruce
T

Thanks, I’ll get in touch tomorrow.

106rallye
Userlevel 7
Badge +17

The Move has a removable battery hasn’t it? Maybe try to remove and reinsert it?

Ken_Griffiths

Here’s how to remove/re-instate the Move battery;

https://support.sonos.com/en-us/article/replace-the-battery-in-your-sonos-move

You just need an Allen/Hex key and something thin to lift the rubber, like a plectrum for example, or similar. I have done it myself in the past and it was easy to do. It also does not affect the Sonos warranty (if applicable).

T

Thanks guys I’ll do this first.

T

Removing and reinstalling the battery didn’t change anything unfortunately so I’ll contact Sonos. Thanks again for the suggestions.

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