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?

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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?

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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 $$

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ElenaC

Enthusiast I

One more thought: please give Sonos app the lowest rating on the app store

S

Swanz99

Trending Lyricist II

I’ve just had an email from Sonos after being on the phone to them for over 3 hours yesterday without a solution. This is what they said in the email:

Following up on our conversation yesterday, we have now open an internal investigation regarding the issues you are experiencing when trying to set up your new Sonos Five as we have seen an increased number of cases displaying the same behavior.

Moving forward, I will follow up via email once we have an update on this and rest assured, out team is working tirelessly in order to reach a resolution.

Thank you for your patience and collaboration so far.

This pretty much confirms it’s the app right?

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BirdFam

Lyricist III

I’ve just had an email from Sonos after being on the phone to them for over 3 hours yesterday without a solution. This is what they said in the email:

Following up on our conversation yesterday, we have now open an internal investigation regarding the issues you are experiencing when trying to set up your new Sonos Five as we have seen an increased number of cases displaying the same behavior.

Moving forward, I will follow up via email once we have an update on this and rest assured, out team is working tirelessly in order to reach a resolution.

Thank you for your patience and collaboration so far.

This pretty much confirms it’s the app right?

Sounds like it!

B

BirdFam

Lyricist III

I’ve just had an email from Sonos after being on the phone to them for over 3 hours yesterday without a solution. This is what they said in the email:

Following up on our conversation yesterday, we have now open an internal investigation regarding the issues you are experiencing when trying to set up your new Sonos Five as we have seen an increased number of cases displaying the same behavior.

Moving forward, I will follow up via email once we have an update on this and rest assured, out team is working tirelessly in order to reach a resolution.

Thank you for your patience and collaboration so far.

This pretty much confirms it’s the app right?

Sounds like it!

Very encouraging. Thanks for fighting the fight! Keep us posted. Please. And thanks.

S

sticks1839

Lyricist III

Same issue trying to connect a new Sonos Roam SL. Chat support was not helpful yesterday. Called today and after 1 hour on hold plus 1 hour of “trouble-shooting”; the tech was going to replace the Roam SL. When he came back on, he noted that there is a very recent issue related to the new app and I will be contacted via email by the engineering team. No replacement.

Maybe reading between the lines a bit; but I wonder if the new app included an updated S2 controller firmware, but all the inventory of new devices need an update before they can connect to that version of the controller.

Feels like a kick-the-can down the road response. Now to return the Roam or wait it out.

M

mors6802

Lyricist I

Another Roam SL user here having same issue attempting to connect my Roam to my existing Sonos system. Spent over 4 hours with support yesterday - via chat and phone - only to be told by the support representative that if I pursue an RMA and the new Roam doesn’t work, I won’t be entitled to a return and refund! WTF?

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sumeetsk

Lyricist I

Another user suffering the exact same issue. Thank you for documenting the step sequence. Don't know why they force using the latest app when their testing and software team is so incompetent. Gave the app 1 star.