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David_127
Trending Lyricist I
April 28, 2021
Answered

My Sonos Roam switches itself off after a few minutes. It has plenty of battery.

Hi, 

   After a fair bit of work, I have added a Sonos Roam to an S2 system and got my compatible speakers working with S2, and integrated all speakers with Google Assistant.

   All good. Now when I ask GA on Sonos Roam to play BBC Radio 6, it plays it from TuneIn.

   Then after a few minutes, the Roam powers off with no input / touch from me.

   When I turn it back on, S2 tells me it is at 91% battery. GA on the Roam tells me it is 87%. I.e. it has not switched off because it is out of battery.

   Has anyone else seen this behaviour?

   Thanks,

   David.

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Ken_Griffiths
Ken_GriffithsAnswer
April 28, 2021

David_127,
I’ve not personally seen the reported behaviour, but perhaps the next time it happens, submit a Sonos diagnostic report and post it’s generated reference back here in this thread and then chat to Sonos Support via this LINK to see if there is an issue with the WiFi signal, or the device.

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14 replies

Ken_Griffiths
Ken_GriffithsAnswer
April 28, 2021

David_127,
I’ve not personally seen the reported behaviour, but perhaps the next time it happens, submit a Sonos diagnostic report and post it’s generated reference back here in this thread and then chat to Sonos Support via this LINK to see if there is an issue with the WiFi signal, or the device.

David_127Author
Trending Lyricist I
April 30, 2021

Thanks. It powers off completely and has no issues with WiFi when switched back on in the same location. If it’s powered off, then I’m not sure it will provide any information in a Diagnostics report. But I'll give it a go. I suspect it’s a fault with the device.

Ken_Griffiths
Ken_Griffiths
April 30, 2021

Thanks. It powers off completely and has no issues with WiFi when switched back on in the same location. If it’s powered off, then I’m not sure it will provide any information in a Diagnostics report. But I'll give it a go. I suspect it’s a fault with the device.

It’s best to submit the diagnostic report whilst the device is connected and showing in the App.

David_127Author
Trending Lyricist I
May 3, 2021

Thanks for that - did that while on with support and they saw an issue that may indicate a problem. I did a full reset and it didn’t happen for a while. Though I’ve just gone to un-pause a radio station after about 30 minutes and it had powered down again. Fingers crossed it only happens when paused.

Ken_Griffiths
Ken_Griffiths
May 3, 2021

Thanks for that - did that while on with support and they saw an issue that may indicate a problem. I did a full reset and it didn’t happen for a while. Though I’ve just gone to un-pause a radio station after about 30 minutes and it had powered down again. Fingers crossed it only happens when paused.

If there’s no activity on the Roam, then it should fallback to sleep-mode after 30 minutes, so I guess that’s what likely happened in your case.

David_127Author
Trending Lyricist I
May 4, 2021

Good to know, it could have been in sleep mode. ’ve still seem some strange behaviour. The music cut out again, without powering off. I started playing it again, and then after 10 minutes it powered off. Then tried again and the music cut out. WiFi connection is fine, battery over 90%. Replayed music, and it powered off again after just a few minutes. May be related to whether I interact via the S2 app or Voice Assistant. Also it played for a long time when I took my phone to a different part of the house. Beginning to grasp at straws. I will monitor and try it in different environments, e.g. away from my WiFi.

David_127Author
Trending Lyricist I
May 4, 2021

Now it’s stopping after a few minutes. Grouped with a PlayBar, music on the PlayBar stops when the Portable powers off. Diagnostic report confirmation number before this happens: 423463781.

David_127Author
Trending Lyricist I
May 4, 2021

And another one, as I can’t predict when it will happen: 64449131

David_127Author
Trending Lyricist I
May 4, 2021

And here’s one after it happened again: 3216590. I played a TuneIn Radio station on Portable (Sonos Roam) joined to Living Room (Playbar) and the music stopped after 2 or 3 minutes on Living Room, and I see the Roam is powered off. So the Roam is pretty much unusable.

James L.
James L.
Retired Community Staff
May 4, 2021

And here’s one after it happened again: 3216590. I played a TuneIn Radio station on Portable (Sonos Roam) joined to Living Room (Playbar) and the music stopped after 2 or 3 minutes on Living Room, and I see the Roam is powered off. So the Roam is pretty much unusable.

@David_127, please get in touch with our customer care team. I can confirm from the diagnostics that your Roam is definitely fully powering off and not due to low battery. I suspect something internally isn’t quite right with your unit.

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