Contributor II

Answered

Sonos Move Offline and Won’t Reset

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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

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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TuanTTran

Lyricist III

Just got the Sonos Move a couple of months ago. Everything seemed good until it got stuck offline mode. Had to do power off and on again. Thinking that solved the issue. Last week it seems bricked with the white light flashing with no buttons being functional. Can not do a reset or nothing. Does not power off even holding the power button past 60 seconds. Light just keeps on flashing...any suggestions?

Chris

Lead Maestro

Is it your only sonos device? If you have other sonos units in house I can recommend a factory reset. But if its your only sonos device it means it will wipe it clean and you will have to reset all your sources etc.

Respect the Queue (2)Move (3)Beam (1) Era100 (2)ARC (1)SonosOne (1)Playbar (4)Play5 (4)Play1 (3)Play3 (1)Port (2)Connect (1) Roam (2) Ace (1)Connect:Amp (4)Sonos Amp (1)Sub + (9) Echo + Smartthings; (2)Play)

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TuanTTran

Lyricist III

Hello Chris,

Yes it is my only Sonos device. Can not reset or hard reset or power it off...

Chris

Lead Maestro

Doing a hard reset will wipe all your settings so lets try and avoid.

Lets try just a reboot

Sonos Move

Take Move off of the charging base.
Hold the power button for at least 5 seconds, or until the status light turns off.
Wait 10 seconds.
Press the power button or place Move back onto its charging base.

The status LED will turn solid white if the product has already been set up.

The status LED will flash green if it is brand new or has been restored to its factory settings.

Respect the Queue (2)Move (3)Beam (1) Era100 (2)ARC (1)SonosOne (1)Playbar (4)Play5 (4)Play1 (3)Play3 (1)Port (2)Connect (1) Roam (2) Ace (1)Connect:Amp (4)Sonos Amp (1)Sub + (9) Echo + Smartthings; (2)Play)

Chris

Lead Maestro

If that won’t work we may have to wipe it.

Respect the Queue (2)Move (3)Beam (1) Era100 (2)ARC (1)SonosOne (1)Playbar (4)Play5 (4)Play1 (3)Play3 (1)Port (2)Connect (1) Roam (2) Ace (1)Connect:Amp (4)Sonos Amp (1)Sub + (9) Echo + Smartthings; (2)Play)

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TuanTTran

Lyricist III

No go. Put it back on the base and it just keeps flashing white light, but no functions

Chris

Lead Maestro

Next step would be wiping it (losing all your settings)

or calling Sonos to try and recover it.

Respect the Queue (2)Move (3)Beam (1) Era100 (2)ARC (1)SonosOne (1)Playbar (4)Play5 (4)Play1 (3)Play3 (1)Port (2)Connect (1) Roam (2) Ace (1)Connect:Amp (4)Sonos Amp (1)Sub + (9) Echo + Smartthings; (2)Play)

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Anonymous

Thanks for helping @Chris. Hello @TuanTTran and welcome to the Community. I am sorry to hear that your Move is giving you so much trouble. Like Chris mentioned, please reset your Move back to factory settings. Once the reset is complete, please try adding your Move back your system.

I look forward to hearing back from you.

Chris

Lead Maestro

Richard - the Move is the only sonos device he has - - so if he factory resets he is going to have to start from scratch. That is why I was trying everything but the factory reset.

Respect the Queue (2)Move (3)Beam (1) Era100 (2)ARC (1)SonosOne (1)Playbar (4)Play5 (4)Play1 (3)Play3 (1)Port (2)Connect (1) Roam (2) Ace (1)Connect:Amp (4)Sonos Amp (1)Sub + (9) Echo + Smartthings; (2)Play)

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Anonymous

Thanks for the call out Chris. At this point, this is the only troubleshooting step I can recommend. It seems like the Move itself is suffering some hardware failure. So, yes when the Move is reset, please attempt to create a new system.

We only recommend a reset as a last resort for troubleshooting.

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