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Bradcarman
Contributor I
May 11, 2024
Answered

Sonos Setup Not Working

Here‘s what happening:

  1. I choose setup new speaker
  2. I choose the Roam SL
  3. It says „There was a problem setting your Sonos Roam SL…Let‘s try something else“
  4. Click Continue
  5. To continue, let‘s connect your movable device to the temporary network…
  6. I click Join
  7. Next your Sonos will play a chime…
  8. I click continue 
  9.  It plays a sound
  10. Says finalizing connection…
  11. “We‘re having trouble finalizing the connection to your Sonos Roam SL
  12. I click Try Again
  13. it fails again „We couldn‘t verify the audio passcode“6
  14. I try then the PIN number
  15. 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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    LindaaaAaaAnswer
    Lyricist I
    May 11, 2024

    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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    Crcabello
    Lyricist I
    May 21, 2024

    Same here, I was able to set up my a new Sonos system with Sonos amp, Sonos port, but 2 Sonos roam are not connecting with the exact issues  mention above. After 2hrs support call (1hr waiting and 1hr trying to fix it) the only thing they told me is that it might be my network or the new update. I literally try it all, new network new phone, 2.4, 5.0 with more and less security but nothing worked. They told me I should wait until a new app update is available, it can takes weeks!! 
    Very disappointing, I was a Sonos fan with more than 10 Sonos speaker bought in the last years and first time I have such a big issue!!

      Jkholley
      Trending Lyricist I
      May 21, 2024

      sadly I’m returning mine today because the window for returns is only one more week. Too expnsive of an option to just have sitting as a paperweight.  

      ElenaC
      Enthusiast I
      May 21, 2024

      after the app update tried connecting Sonos Roam

      1. chose the reset the app to start fresh.
      1. went thru the initial steps to sign in and accept user agreement
      2. See new option to add a device or headphones(which confirms app update, the headphones option is new)
      3. finds my Roam: Getting your Sonos Roam ready
      4. Your mobile device cant connect your sonos roam. Move your mobile device closer and make sure sonos is powered on. Continue
      5. Getting your Sonos ready
      6. Error: Your mobile device is unable to set up your product. Use a different mobile device and try again
      7. Same steps on my iPad, same error
        alihme
        Lyricist I
        May 21, 2024

        Got 2 Roam SL last week. Unable to setup due to the same error. Will return them

        Shinigami
        Lyricist I
        May 21, 2024

        The latest update let me add the device but I can’t update my device so its not registered. Keep getting “There was a problem updating your Sub”. Error code 1002 on iOS and 1000 on Android.

         

        How can they be so incompetent? Just rollback until all the issues are address! 

          Mo Riy
          Contributor I
          May 21, 2024

          The latest update let me add the device but I can’t update my device so its not registered. Keep getting “There was a problem updating your Sub”. Error code 1002 on iOS and 1000 on Android.

           

          How can they be so incompetent? Just rollback until all the issues are address! 

          I have the same issue after the new update as well 

          with the same error 

            Guillermooj
            Lyricist III
            May 21, 2024

            after the app update tried connecting Sonos Roam

            1. chose the reset the app to start fresh.
            1. went thru the initial steps to sign in and accept user agreement
            2. See new option to add a device or headphones(which confirms app update, the headphones option is new)
            3. finds my Roam: Getting your Sonos Roam ready
            4. Your mobile device cant connect your sonos roam. Move your mobile device closer and make sure sonos is powered on. Continue
            5. Getting your Sonos ready
            6. Error: Your mobile device is unable to set up your product. Use a different mobile device and try again
            7. Same steps on my iPad, same error

            Same thing happened to me, they just updated us to a new error

              username12341234
              Lyricist I
              May 21, 2024

              after the app update tried connecting Sonos Roam

              1. chose the reset the app to start fresh.
              1. went thru the initial steps to sign in and accept user agreement
              2. See new option to add a device or headphones(which confirms app update, the headphones option is new)
              3. finds my Roam: Getting your Sonos Roam ready
              4. Your mobile device cant connect your sonos roam. Move your mobile device closer and make sure sonos is powered on. Continue
              5. Getting your Sonos ready
              6. Error: Your mobile device is unable to set up your product. Use a different mobile device and try again
              7. Same steps on my iPad, same error

              Same for me as well setting up a Roam SL with an iPhone. The update didn’t fix anything even though it was supposed to fix “Software support for new Sonos hardware”. https://apps.apple.com/gb/app/sonos/id1488977981

                sticks1839
                Lyricist III
                May 21, 2024

                The app update was to support the new headphones and new Roam 2. Probably why they can’t roll back; otherwise the new stuff wouldn’t work. I’m sending my Roam SL back and getting the Roam 2 in the hopes the new app is designed to work with it. Trying to get my wonderful wife a working Mother’s Day gift before May is over.

                Rivanov
                Contributor I
                May 21, 2024

                The latest update let me add the device but I can’t update my device so its not registered. Keep getting “There was a problem updating your Sub”. Error code 1002 on iOS and 1000 on Android.

                 

                How can they be so incompetent? Just rollback until all the issues are address! 

                I have the same issue after the new update as well 

                with the same error 

                I had exactly the same issue. It wouldn’t update from my iPhone 15 Pro, iPhone 14 Pro and iPad Pro. Ultimately I decided to try the Mac app on my MacBook Pro. And low and behold.. it worked! The app on my Mac updated my Roam and after that I was able to register it to my account on my iPhone.

                After a week of being a useless brick I’m finally able to use my Roam.

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