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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donlboy

Contributor I

My unit ended up being defective and was replaced by Sonos. The new unit works great! Love it.

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TuanTTran

Lyricist III

So after getting my replacement unit from Sonos 5 months ago. I did the same thing as I previously stated 5 months ago. Now my replacement Sonos is bricked. Very frustrating...I do not want to keep replacing a unit that is meant to be a wireless speaker. Any help would be appreciated.

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davidgl

Contributor II

My new Move arrived last night and I attempted to connect it to my existing Sonos system. It would get recognized but when I chose Set Up This Device, it would fail to find it, eventually presenting me with the “You will be prompted to set this device up in iOS as an accessory...” message. Clicking on the “Take me to accessory setup” button did nothing. I turned on and off the device, factory reset it, tried letting it charge on the cradle overnight. Next day (today) nothing. I read the forums, Google, etc.

I tried choosing “Missing device” and that worked. It had me connect to the Sonos network, then back to my WiFi, and it completed setup and is now playing music and it sounds good.

Anyway, try “Missing Device” if you aren’t having any luck with the other methods, it just may work.

-dave

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Barbara Shirtcliff

Contributor I

Thanks for sharing this solution. I had thought I’d turned it off, in attempting to fix this, many times. But i guess it’s not the same as holding down the button for a long time, somehow. What a relief to see it come back to life after a long and seemingly futile struggle.

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All-Ears

Lyricist II

YES!!

i was all ready to send back to retailer before finding answer to problem on here, (holddown power button)

Thank you all!!

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