Here‘s what happening:I choose setup new speaker I choose the Roam SL It says „There was a problem setting your Sonos Roam SL…Let‘s try something else“ Click Continue To continue, let‘s connect your movable device to the temporary network… I click Join Next your Sonos will play a chime… I click continue It plays a sound Says finalizing connection… “We‘re having trouble finalizing the connection to your Sonos Roam SL I click Try Again it fails again „We couldn‘t verify the audio passcode“6 I try then the PIN number This also fails „There was a problem during setup“ I‘ve tried restarting my device, I‘ve tried on both my iPad and my iPhone. Is this speaker just broken? What else can I try?

B

Bradcarman

Contributor I

Answered

Sonos Setup Not Working

128 replies
9951 views

Here‘s what happening:

I choose setup new speaker
I choose the Roam SL
It says „There was a problem setting your Sonos Roam SL…Let‘s try something else“
Click Continue
To continue, let‘s connect your movable device to the temporary network…
I click Join
Next your Sonos will play a chime…
I click continue
It plays a sound
Says finalizing connection…
“We‘re having trouble finalizing the connection to your Sonos Roam SL
I click Try Again
it fails again „We couldn‘t verify the audio passcode“6
I try then the PIN number
This also fails „There was a problem during setup“

I‘ve tried restarting my device, I‘ve tried on both my iPad and my iPhone.

Is this speaker just broken? What else can I try?

This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.

L

LindaaaAaaAnswer

Lyricist I

The sequence you describe in the 15 steps is EXACTLY what has happened to me multipe, multiple times. The Sonos tech guy said it was an issue with my wifi so I needed to go to internet provider to get them to look at iot. They “split” it into a 50 and a 2.4. ( no idea what this is). Apparently the Sonos wants the 2.4. Tried that. Nope. Same issue😫. Now I have to reconnect everything in my house to the new wifi and having iissues with my Google Nest😵‍💫 Isn’t there anyone at Sonos that know what they’re doing??? Piece of crap for alot of $$

Show previous replies

M

MBLA2024

Lyricist II

I was finally able to get my new Sonos Roam SL added. It was a bit of trial and error even after reading some of the recent comments. I did the following:

Factory reset the speaker
Deleted the app and redownloaded the app
In my WiFi settings on my phone, added the Sonos Roam Shadow SL (it probably won’t show up as a a device to add until you attempt to add it through the Sonos app at least once)
I never received a completion or confirmation notice that it was added after running through the steps to add it via the Sonos app. The app crashed (closed on its own) without any kind of message at the point where it appear to be complete with adding the Roam.
I didn’t see the Roam added at first but after a few minutes it showed and showed as ‘Unnamed Room’.
I was able to update the name of the room and finish registering it.
All then seems to work fine.
I checked for updates and it appears to be on the latest version (when I looked in ‘About My System’ so no issue there either in regards to updates.

So, that was all a little messy, to say the least.

Since I enjoy torturing myself, I was curious if I did a factory reset if it would require all of the same steps as above to add it back to my system. Surprisingly, and fortunately, this second run-through work perfectly, flawlessly and quickly - exactly as it is supposed to work.

So, in summary, definitely some trial and error and definitely painful but at least I got it to work in the end.

M

MBLA2024

Lyricist II

anyone else manage to connect with new app update other than Roam 2’s?

Yes! I just added a comment

C

ckckck

Lyricist III

I was finally able to get my new Sonos Roam SL added. It was a bit of trial and error even after reading some of the recent comments. I did the following:

Factory reset the speaker
Deleted the app and redownloaded the app
In my WiFi settings on my phone, added the Sonos Roam Shadow SL (it probably won’t show up as a a device to add until you attempt to add it through the Sonos app at least once)
I never received a completion or confirmation notice that it was added after running through the steps to add it via the Sonos app. The app crashed (closed on its own) without any kind of message at the point where it appear to be complete with adding the Roam.
I didn’t see the Roam added at first but after a few minutes it showed and showed as ‘Unnamed Room’.
I was able to update the name of the room and finish registering it.
All then seems to work fine.
I checked for updates and it appears to be on the latest version (when I looked in ‘About My System’ so no issue there either in regards to updates.

So, that was all a little messy, to say the least.

Since I enjoy torturing myself, I was curious if I did a factory reset if it would require all of the same steps as above to add it back to my system. Surprisingly, and fortunately, this second run-through work perfectly, flawlessly and quickly - exactly as it is supposed to work.

So, in summary, definitely some trial and error and definitely painful but at least I got it to work in the end.

I tried these steps and it still won’t update (error 1002)

N

Nosonono

Lyricist I

Same issue as deceived , error 1002 and error 1000 after two days of trying. Spent 3hrs with tier 2 support today and no progress. Reset everything all the way down to modems and routers even. Nothing. It’s the new App, and unfortunately the new app is installled on all of my Apple devices so I can’t set up any new devices , Roam SL , Roam 2 or Move . None working . The new APP update is a travesty of an update. Sonos needs to make this right. I’m second guessing any more investment in new Sonos devices after this, rendering them completely unusable when APP fails seems risky. These new devices are going back to the store.

J

Jezz2111

Lyricist III

anyone else manage to connect with new app update other than Roam 2’s?

Yes! I just added a comment

Thanks. Connected 2x Era‘s but cannot add them as surround. Went through all the steps and got the “surrounds successfully added” but then just stays shown as different rooms.

B

bhalicki

Lyricist I

Hi all,

I experienced a very similar issue with a Sonos Five today, this is how I got around it:

Install the Sonos using Ethernet to begin with (and mobile app)
When the Sonos app goes into it’s update loop (error code 1002), abort the process and download the Windows version onto a PC.
Update the speaker/device with the Windows version
Continue the installation using the mobile app (switch to WiFi if you like)

May also be worth disabling automatic updates on the mobile app.

It appears the mobile app is broken. A client hired me to install their new Sonos speakers today. This is my first experience with Sonos. All I can say is, it is lucky they sound good. The application and architecture leaves a lot to be desired. I lost a good day’s worth of my time that I cannot charge my client for. If anyone has an email address for accounts payable at Sonos, that would be great… thanks ;)

Cheers,

Ben.

N

Nosonono

Lyricist I

@bhalicki How are you setting it up on a computer. I have a Mac and the app on the Mac does not allow you to install new devices, it only allows to change music or use your current system. Adding new devices is no where to be found. Separate question , how are you connecting the speaker to do this is talk on your window PC. There’s no Ethernet jack or data connection Jak on Move 2 or Roam 2 or any battery devices . Confused. I’m getting stuck at the erro 1002 and 1000 code , and can’t get past it no matter how many attempts and resets . The app is broken and it doesn’t appear Sonos cares they released a dud. Very frustrating.

C

ckckck

Lyricist III

Hi all,

I experienced a very similar issue with a Sonos Five today, this is how I got around it:

Install the Sonos using Ethernet to begin with (and mobile app)
When the Sonos app goes into it’s update loop (error code 1002), abort the process and download the Windows version onto a PC.
Update the speaker/device with the Windows version
Continue the installation using the mobile app (switch to WiFi if you like)

May also be worth disabling automatic updates on the mobile app.

It appears the mobile app is broken. A client hired me to install their new Sonos speakers today. This is my first experience with Sonos. All I can say is, it is lucky they sound good. The application and architecture leaves a lot to be desired. I lost a good day’s worth of my time that I cannot charge my client for. If anyone has an email address for accounts payable at Sonos, that would be great… thanks ;)

Cheers,

Ben.

This fixed it for me and I was able to add my symfonisk as arc surrounds. Thank you!

T

thobefam

Lyricist I

I just had a great experience with a live chat person through Sonos. Below is a copy of our transcript with step by step instructions that worked wonderfully! Sorry but didn’t feel like deleting extraneous info, so here is all of it.

Wilbert T (5/25/2024, 1:27:46 PM): To clarify, you are unable to add Roam SL, correct?

null (5/25/2024, 1:28:08 PM): Yes, I am trying to add my Roam SL to our system but I get stuck where it says it’s not registered and requires an update

Wilbert T (5/25/2024, 1:28:19 PM): Got it. I understand you're having a problem with Roam. Let me help.

Wilbert T (5/25/2024, 1:28:29 PM): Can you submit a diagnostic to get more information from your Sonos system? Navigate to Settings > Visit Help Center, and select Submit Diagnostics. After submitting, please provide the confirmation number.

null (5/25/2024, 1:28:57 PM): 1965415891

Wilbert T (5/25/2024, 1:30:05 PM): Thank you. Do you have a computer or laptop?

null (5/25/2024, 1:30:11 PM): Yes

Wilbert T (5/25/2024, 1:30:37 PM): Great. Please download the Sonos app on your computer and here's the link https://support.sonos.com/downloads.

null (5/25/2024, 1:31:08 PM): Ok give me one minute

Wilbert T (5/25/2024, 1:31:14 PM): Sure.

Wilbert T (5/25/2024, 1:31:16 PM): Thank you.

null (5/25/2024, 1:33:10 PM): Ok I have it downloaded

Wilbert T (5/25/2024, 1:33:20 PM): Great. Please open it and join the existing system.

Wilbert T (5/25/2024, 1:33:27 PM): There should be an update after joining the existing system.

null (5/25/2024, 1:33:58 PM): Yes updating now

Wilbert T (5/25/2024, 1:34:14 PM): Got it. Please let me know the result.

null (5/25/2024, 1:36:03 PM): Update complete

null (5/25/2024, 1:36:38 PM): The update screen came up again, but it says it’s up to date. Should I click “more options…”?

Wilbert T (5/25/2024, 1:36:56 PM): Please update and let me grab a diagnostic here on our end.

null (5/25/2024, 1:37:35 PM): Diagnostic number 1640014973

Wilbert T (5/25/2024, 1:37:58 PM): I can see here on our end that the Roam is now up to date. Please go to the mobile Sonos app to register the product.

null (5/25/2024, 1:41:56 PM): I went to register and when the green and white light flashes and it prompts me to press the play/paise button, it doesn’t register in the app that I’m clicking it

Wilbert T (5/25/2024, 1:42:47 PM): Got it. What's the exact error message?

null (5/25/2024, 1:44:07 PM): “We didn’t detect a button press from your Sonos Roam SL. Let’s try again”

Wilbert T (5/25/2024, 1:44:16 PM): Please try again and hold the play/pause button.

null (5/25/2024, 1:45:08 PM): I did this, and same message came up again

Wilbert T (5/25/2024, 1:45:47 PM): Got it. Would it be possible to factory reset the Roam? This process will delete registration information, content saved to My Sonos, and music services from a Sonos product.

null (5/25/2024, 1:46:17 PM): Sure. I tried this before without success but this is the farthest I’ve gotten so far.

null (5/25/2024, 1:46:26 PM): How do I factory reset again?

Wilbert T (5/25/2024, 1:46:29 PM): Thank you. Kindly follow these steps to factory reset the Sonos Roam:

1. Press and hold the power button on the back of your Roam for 5 seconds to power it off. You will hear a chime and the status LED on the front will turn off.

2. While holding the Play/Pause button, press and release the power button on the back of your Roam.

3. Continue holding the Play/Pause button until the light on the front flashes orange and white.

4. The light will flash green when the process is complete and your Sonos Roam is ready to be set up.

null (5/25/2024, 1:47:17 PM): Ok light is green now

Wilbert T (5/25/2024, 1:47:34 PM): Great. It means the product is ready to be set up/.

Wilbert T (5/25/2024, 1:47:41 PM): To add the Roam, please go to Settings > Add product.

null (5/25/2024, 1:48:22 PM): K following prompts now

Wilbert T (5/25/2024, 1:48:27 PM): Sure. Thank you.

null (5/25/2024, 1:49:24 PM): Ok it looks like it’s working!

null (5/25/2024, 1:49:28 PM): Let me test the music

Wilbert T (5/25/2024, 1:49:34 PM): Great. Let me grab a diagnostic here on our end.

Wilbert T (5/25/2024, 1:49:36 PM): Sure. Please try it

null (5/25/2024, 1:49:42 PM): Got it!

null (5/25/2024, 1:49:53 PM): Thank you so much.

G

gorox

Lyricist I

I just had a great experience with a live chat person through Sonos. Below is a copy of our transcript with step by step instructions that worked wonderfully! Sorry but didn’t feel like deleting extraneous info, so here is all of it.

My Roam SL had just arrived in the mail and like so many of you, I couldn’t get it setup. I was unable to connect with Sonos support so followed the above transcript from thobefam using a Mac Book and iPhone. It worked! Success and Immense Joy! Listening to Foo Fighters through the Roam as I type :-)

Thanks thobefam!

--

dano

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