Best answer by Ken_Griffiths
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Sonos Move not showing
Userlevel 1
I’m having an issue where my new Sonos Move will connect to the network and will not show in the app. The bit that says offline disappears but so does the speaker. Restarting only fixes this issue some of the time. Any ideas?
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Ditto. Here for a solution to my magical disappearing Move (if one ever appears)
Additional random oddities for this situation:
- I’ve watched the Move appear, and disappear from the app, all while playing music on it. The music doesn’t stop, but the speaker itself falls off.
- I’ve seen hard wired speakers (Sonos One) disappear and the Move reappear, then reverse in a matter of minutes while trying to play music through a separate room
Same issue here. Move disappears. Hit play and it starts playing what was streaming to it last. Never re-appears in app until one does the reboot dance and prays.
Same issue here. Move randomly disappears in Sonos app even when still streaming and playing music. And yes, it is stationary and on the charger.
Rebooting move is the only option.
All my others speakers (Beam, One, Play:3) use SonosNet (WM:0).
Move uses WiFi (WM:1) for obvious reasons.
Same problem with Move as everyone above is stating, all other speakers work without an issue. The Move does not show in the iOS app, but does show in AirPlay. The only way I can use the Move speaker is if I turn it on via AirPlay. I don’t have the option of grouping the Move speaker in with any other speakers because it does not show in the app. Sonos it would be good if you can respond to this issue, this now has been an outstanding issue for a year!
Userlevel 5
+14
Hi
Welcome, thank you for reaching out to Sonos Community, I totally understand where you're coming from and I’m here to help.
Have you already tried to do a factory data reset with the Sonos move?
Let us know if it works. If you need help with any other information, please be sure to let us know.
I’ve had the speaker for 2 month but I am now having exactly the same problem. I have tried the factory reset and it’s not worked. Still does the same thing and won’t let me complete the set up on the app. Rest of the system works so well but I’m not impressed with this speak given it cost £400.
Userlevel 5
+14
Hi
Welcome, thank you for reaching out to Sonos Community, I totally understand where you're coming from and I’m here to help.
Have you tried Settings, System, Find Missing Product?
Try to set up the move near the modem or router.
There’s might be some wireless interference with the setup.
Let us know if it works. If you need help with any other information, please be sure to let us know.
Thx for getting back to me Mark.
I tried all of that and reset the move to factory settings. This did not help as the device still didn’t show in the app so I could set up up after the reset. I did get to working by switching it off and no again a few times, and managed to set it up but then its dropped off the Sonos app again.
I could use alexia, and if I hit the pay button it would play the last played item and would show on airplay, but the only way I could see the device in the Sonos app was when I switched it off and it would show as offline. Then I switched it on again It would disappear and not show.
Please help as I have speak the can’t use.
Userlevel 5
+14
Hi
Welcome, thank you for reaching back to Sonos Community.
Have you try unplugging all Sonos devices from power, then reboot your router. Once the router comes back up, plug your Sonos devices back in.
If still having the same issue I would like to recommend calling our customer phone support on this so you can be assisted with more thorough and in-depth troubleshooting steps.
If you need help with any other information, please be sure to let us know.
I had a very similar problem: on an iPhone12, after a few months of normal operation, the boom dropped out of the Sonos app as long as the Move was turned on (when turned off, it was displayed as offline). All other Sonos speakers were displayed and working normally. On an iPhone X and an iPad Pro, the Sonos app always worked correctly, i.e. the Move was always displayed and worked normally, just like all other devices. All Apple devices with iOS 14.2 and Sonos 12.2.1.
Then I turned off the Move and unplugged the other Sonos devices, rebooted the router, and then restarted all Sonos devices again. After this procedure, the Move appeared again on the iPhone12 and everything worked!
Any resolution on this????
This is a clear, repeatable problem.
- Add a Sonos Move to a speaker group
- Wait for 12 (or so) hours
- The Sonos Move disappears
- Open Settings → System
- Press the Power button on the Move for 5 seconds to power it down
- “Sonos Move is Offline” appears in Settings → System
- Power up the Move.
“Sonos Move is Offline” disappears in Settings → System - The Sonos Move may OR MAY NOT show up in Sonos app.
SUPER SUPER annoying. Clearly the app is seeing the Move or it wouldn’t be able to tell me when it’s offline. Come on, Sonos. Fix the issue or fire your development team.
Im having the same exact problem described here.
My sonos moves disappear from the app, however i can ping both of them with no dropped packets, and my wifi admin panel shows that they have 90%+ signal strength.
I should add that this appears to an App issue (android for me) because the Moves correctly show up in the windows software application.
I can occasionally see my Sonos Move on the App by lifting on and off the cradle but cannot see it at all on my iMac now. I always used to. Any ideas please?
Have to say the Sonos Move isn’t as good as I thought and wished I bought a Sonos Five and a long power lead!
My Sonos Move, that I’ve owned for 4 months worked flawlessly until about 1 week ago. Now, I am experiencing the same issues everyone here has reported. I have done a full reset on the speaker, but Airplay is still missing.
What happened Sonos?
Userlevel 6
+15
Hi everyone, thanks for reaching out to the Sonos Community!
Missing rooms are generally related to the network in some way - I’d recommend starting by rebooting your router (turning it off for about 15 seconds before turning back on), followed by the Move (hold the power button for at least 5 seconds to power it off, and then briefly press it again to power back on). If you have any wireless extenders in use, these can also cause problems with missing rooms, so it may be worth testing with any wireless extenders powered off temporarily.
If this doesn’t work, however, I would recommend getting in touch with our Support Team via either live chat or phone call, as they have more tools available to perform some live troubleshooting with you :)
Same problem for me, have reset the Move, rebooted my wifi router and it still keeps randomly disappearing from the IOS app. It’s extremely annoying, it worked fine for the 1st year I had it but this had started happening in the last few months.
What I have been seeing is that it varies but app update. I get a new update and it starts working, next update it stops.
Same issues here as reported by many.. A brief(?!) outline of my recent frustrations…
Fairly large setup:
- Arc + Sub + 2x original play:1 Surrounds
- 2x Play 5
- 1x Play 3
- 1x Move
- 1x One
- 1x Roam
Early April, one of the play 5’s disappeared off the grid..
A week later, the Sonos S2 app on iOS 14.4.2 iPhone 12 fails to connect to entire system.
Contact Sonos support; they identify it’s because my system is on 2.4ghz WiFi and my controller/phone is on 5ghz and my router is ‘isolating’ devices between the bands.
However note that NOTHING has changed to cause a sudden contention.. my phone always connects to 5 and the speakers are always on 2.4.
I have no extenders, no mesh, just a BT SmartHub 2.. synced bands/same SSID, SmartSetup turned off, channels hard-set/not dynamic, set to wireless mode 2.
I can’t survive with no 5ghz band as bandwidth for streaming is too low, so have reverted to Etherneting a Play 1 in to the router to enable Sonosnet.. so now the system at least shows up.. but now the Move won’t appear!
I can’t get it to show on my phone AT ALL (although will appear after a complete reset for setup). But it appears on my wife’s iPhone 12 iOS 14.4.2 just fine! What on earth is that about?!
Since you mention a BT Smart Hub 2:
tl:dr, it’s a BT issue, not a Sonos issue.
…or do absolutely nothing and watch as your Sonos Moves may mysteriously re-appear in your app and accept music, for no apparent reason, after an hour or so.
i swear, my Sonos devices make me curse like a sailor, at least twice a week!
Heh. The question would be, if it were Sonos’ issue, why is it not affecting anyone other that BT Smart Hub 2 users? But I’m just a smart alecky US guy, so pay no attention :)
…or do absolutely nothing and watch as your Sonos Moves may mysteriously re-appear in your app and accept music, for no apparent reason, after an hour or so.
i swear, my Sonos devices make me curse like a sailor, at least twice a week!
If it happens again, try this…
- Switch off the WiFi network connection on the mobile controller device.
- Fully close the Sonos App (slide off screen)
- Reconnect the mobile to the WiFi network
- Open Sonos App and see if the ‘Move’ returns.
If using an iOS controller device, turn off ‘Private Address’ (MAC spoofing) and/or ‘Limit IP address Tracking’ in the WiFi connection properties to see if that might ‘possibly’ improve the Sonos App discovery of the ‘Move’.
I have 2 Moves and I’m experiencing the same issue, I can’t get both Moves to appear together on the app, and they are on a boost along with my other wired Sonos speakers.
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