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tigerfan87
Contributor II
October 6, 2019
Answered

Sonos Move Offline and Won’t Reset

I bought the new Sonos Move speaker right when it came out a few weeks ago and when I got it I set it up with my existing Sonos system but haven’t tried using it since until today. My Sonos app shows that the Move speaker is “offline” so I started troubleshooting the problem with some of the feedback I’ve seen on this forum and Sonos’ website but haven’t had any luck figuring out what is wrong with the speaker.

When I took it off the charger I noticed that the light on the top is solid white and it’s like the speaker is completely frozen because it won’t do anything when you press or hold down any buttons. I have tried to factory reset the speaker using the directions found on this forum but the speaker doesn’t do anything at all (but that white light has stayed solid on the top of the speaker)

Has anyone had similar issues with the Sonos Move speaker or have any feedback of what I can try next to get it working? I’ve never had an issue like this with any of my other Sonos speakers and couldn’t find any similar threads in the forum about this type of problem.

Any help someone can provide would be appreciated! Thanks!
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    tigerfan87Answer
    Contributor II
    October 6, 2019
    Problem solved! Right after I posted this I tried something I haven’t seen mentioned anywhere in the previous troubleshooting posts that worked to fix it. Most of the other tips I’ve seen about resetting the speaker mentioned holding the power or pairing button down for 5 seconds which didn’t work for me originally. So, I tried holding down the power button for a long period to see if it would eventually turn off and luckily after about 60 seconds or so it did just that and fixed my problem! Hope that helps anyone who runs into similar issues in the future.
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    35 replies

    tigerfan87AuthorAnswer
    Contributor II
    October 6, 2019
    Problem solved! Right after I posted this I tried something I haven’t seen mentioned anywhere in the previous troubleshooting posts that worked to fix it. Most of the other tips I’ve seen about resetting the speaker mentioned holding the power or pairing button down for 5 seconds which didn’t work for me originally. So, I tried holding down the power button for a long period to see if it would eventually turn off and luckily after about 60 seconds or so it did just that and fixed my problem! Hope that helps anyone who runs into similar issues in the future.
      Jayne Mansfield
      Enthusiast I
      October 6, 2019
      Thanks, I had the same problem and turning it off and on fixed it.
      AjTrek1
      AjTrek1
      October 6, 2019
      @tigerfan87

      Great solution....as always rebooting tech solves a multitude of issues. Not to be confused with a factory reset. Rebooting (off/on) = Basic 101 fix-it. LOL

      Cheers!
      Together Everyone Achieves More = T.E.A.M.
        ThomasMore66
        Contributor I
        October 12, 2019
        Same issue here. This is dumb though. 2nd time it’s happened. Might need a software update, Sonos. These are too expensive to not work correctly. This is my 5th speaker.
        KaizerSose
        Lyricist I
        October 12, 2019
        Thanks, had the same problem and this fixed it. Official troubleshooting steps from Sonos were useless.

        Come on sonos, do better.
          PlayableTeaser
          Lyricist I
          October 17, 2019

          Just had the same issue happen 4 times in the space of a week since taking delivery. I feel this isn't the way it should be working. A soft restart every time it goes in offline mode? Even switching to Bluetooth mode, my phones can't find the Move. This needs a deeper look or I have a detective unit?

          mbenaquista
          Contributor I
          October 18, 2019

          This worked. Hopefully it’s not a regular activity. Should be able to rejoin the environment when it’s requested through the app or at worse by pressing a button. 

          johnbguk
          Contributor I
          November 7, 2019

          I have the same problem. part from other occasions, my Move just went offline in the middle of playing some music. Switching off and on sorted it out but I would prefer the problem not to occur.

          jtrautjr
          Lyricist I
          December 25, 2019

          Just bought the move and set it up quickly to my existing Sonos system that’s worked great for years. After 10 seconds it went off line and won’t go back and I’ve tried everything for. Reboot to reset - it even asked me to log on to a Sonos Wi-Fi which apparently it set up - but it does not exist. Pretty frustrated right now

          joqui76
          Lyricist I
          February 12, 2020

          In my case, it is not a reset. When I hold the power for 60 sec; the speaker connect normally to the wifi. It fixed it. Thanks

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