Contributor I

Answered

Move will not Register to my account - please help

23 replies
3759 views

I have reset the MOVE over 10 times. I am 2 plus hours trying to reconnect this thing. I have reset my phone, my network, and all my other SONOS products work. It says the app is updated. get through the setup process, and the app FAILS activating your sonos move to your system. NOTE - when I log into SONOS website, I see my move listed. I see all 7 products. I am officially lost for options. The error in the app is “move is not registered” - FIX IT. I go through the FIX IT process, I hear the chimes, I follow directions, I push the button, more chimes, and then it says “Linking your Sonos Move to you account...” and then it just spins for a while...and then it says “There was a problem adding your Sonos Move to your system. Can someone reset my app or delete it from my purchase history??? So I can add new??? No clue. This sucks.

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T

TsumaaAnswer

Lyricist III

If it fails on “Linking your Sonos [speaker] to you account”, it means the app may be bugging out between guest and owner mode. So try to Sign out and Sign back in again to your account and if your speaker still shows as “Not Registered” in the settings icon, Tap on that and then tap “Fix it”, It should be able to resolve that issue

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T

TsumaaAnswer

Lyricist III

If it fails on “Linking your Sonos [speaker] to you account”, it means the app may be bugging out between guest and owner mode. So try to Sign out and Sign back in again to your account and if your speaker still shows as “Not Registered” in the settings icon, Tap on that and then tap “Fix it”, It should be able to resolve that issue

F

fastrailer

Contributor I

Guys, with the help of one of the Facebook Sonos group, I just fixed issue. First log out of your Sonos account. Then wait a min, and log back in. Then setup your speaker, will happen much faster this time, and will connect and register.

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Gillzeee

Lyricist II

SOLVED -- Found the solution on the nearly identical thread for Move 2. Reset the app on your phone (App Preferences and then Reset App). After this, you’ll re-connect to your existing Sonos system. Then you’ll be able to Register the Sonos Move 1. During the registration process, the app asked me to log into my Sonos account, which was a new step, so that’s probably a clue as to what’s going wrong in the new app.

Brilliant! This resolved it for me thank you

G

Gillzeee

Lyricist II

I have reset the MOVE over 10 times. I am 2 plus hours trying to reconnect this thing. I have reset my phone, my network, and all my other SONOS products work. It says the app is updated. get through the setup process, and the app FAILS activating your sonos move to your system. NOTE - when I log into SONOS website, I see my move listed. I see all 7 products. I am officially lost for options. The error in the app is “move is not registered” - FIX IT. I go through the FIX IT process, I hear the chimes, I follow directions, I push the button, more chimes, and then it says “Linking your Sonos Move to you account...” and then it just spins for a while...and then it says “There was a problem adding your Sonos Move to your system. Can someone reset my app or delete it from my purchase history??? So I can add new??? No clue. This sucks.

Solution for me found in Koffee thread - on your app go to account, app preferences, RESET APP. This worked for me 🤓

G

Gillzeee

Lyricist II

I have reset the MOVE over 10 times. I am 2 plus hours trying to reconnect this thing. I have reset my phone, my network, and all my other SONOS products work. It says the app is updated. get through the setup process, and the app FAILS activating your sonos move to your system. NOTE - when I log into SONOS website, I see my move listed. I see all 7 products. I am officially lost for options. The error in the app is “move is not registered” - FIX IT. I go through the FIX IT process, I hear the chimes, I follow directions, I push the button, more chimes, and then it says “Linking your Sonos Move to you account...” and then it just spins for a while...and then it says “There was a problem adding your Sonos Move to your system. Can someone reset my app or delete it from my purchase history??? So I can add new??? No clue. This sucks.

Solution for me found in Koffee thread - on your app go to account, app preferences, RESET APP. This worked for me 🤓

Noooooo. I spoke to soon. It added the move, but it still won’t connect 😫

A

Alexywhite

Lyricist III

Guys - reset the app, open it again and login. You will then be able to finish setting up the Move 2.

B

bostonmarkAuthor

Contributor I

SOLVED - thanks all. I did not need to reset the app, I just need to sign out and wait 1 minute, and sign back into Sonos, and then when I clicked FIX IT, it found it and worked. I am sure reset works too, but I would try just logging out of the app first. Anyway, thank you all!

C

Cyguy8

Lyricist I

Amazing this let me register my move gen 1 to my new wifi router by logging out of my so is app and login back in.

but I still have issues with the app allowing me to have all speakers play the same station. My move is the only speaker that will not pair with the rest of the system.

so my 4x one sl’s are all playing the same pandora station but my move won’t join the group.

in past I was able to trick the system by starting the station in the move then adding the speaker to that group but now it’s like a solo speaker…. Anyone fix this issue?

A

afisker

Lyricist I

SOLVED -- Found the solution on the nearly identical thread for Move 2. Reset the app on your phone (App Preferences and then Reset App). After this, you’ll re-connect to your existing Sonos system. Then you’ll be able to Register the Sonos Move 1. During the registration process, the app asked me to log into my Sonos account, which was a new step, so that’s probably a clue as to what’s going wrong in the new app.

This did the trick for me too- thank you for posting this!!

L

Lmccart

Lyricist I

SOLVED -- Found the solution on the nearly identical thread for Move 2. Reset the app on your phone (App Preferences and then Reset App). After this, you’ll re-connect to your existing Sonos system. Then you’ll be able to Register the Sonos Move 1. During the registration process, the app asked me to log into my Sonos account, which was a new step, so that’s probably a clue as to what’s going wrong in the new app.

Brilliant! This resolved it for me thank you

did not work here

SOLVED -- Found the solution on the nearly identical thread for Move 2. Reset the app on your phone (App Preferences and then Reset App). After this, you’ll re-connect to your existing Sonos system. Then you’ll be able to Register the Sonos Move 1. During the registration process, the app asked me to log into my Sonos account, which was a new step, so that’s probably a clue as to what’s going wrong in the new app.

This did the trick for me too- thank you for posting this!!

SOLVED -- Found the solution on the nearly identical thread for Move 2. Reset the app on your phone (App Preferences and then Reset App). After this, you’ll re-connect to your existing Sonos system. Then you’ll be able to Register the Sonos Move 1. During the registration process, the app asked me to log into my Sonos account, which was a new step, so that’s probably a clue as to what’s going wrong in the new app.

This did the trick for me too- thank you for posting this!!

How do you “reset the app on your phone (App Preferences and then reset App) ???? Is this within Sonos App or in iPhone settings?

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