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Sonos Roam keeps disconnecting while playing


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We use our Roam to play white noise in our daughters room. The speaker is set up in her room on the wireless charger. Previously it always worked fine, and then now it randomly just drops out and appears as “not connected” in the Sonos app. It’ll play for an hour or so, and then it disappears. 
 

Hard rebooting the speaker via the button on the back returns it to the app and makes it usable again, but it’ll play for another hour or so and then randomly stop and disappear. 
 

For reference: my home sonos system runs on Sonosnet channel 6

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Best answer by Ken_Griffiths 4 January 2023, 14:39

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Even with WiFi Power Saving mode off, the defective Roam continues to disconnect from Sonos.

From your earlier post, QOS is not enabled.

Any other suggestions would be appreciated.

Is the Roam actually dropping its IP address and/or shutting down completely, with no status LED showing when it goes offline? Or is it simply going into ‘sleep’ mode, where you can wake it with the press of the power button - or is it in ‘standby’ and still ready to play with its status LED showing, can you just clarify what you are seeing.

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The Roam is actually dropping its IP address. It does not shut down or go to sleep. It shows a solid white status LED. It stops being available through Sonos direct and Airplay.

After over 3 weeks and over 7 calls to Sonos support, they finally swapped the defective Roam with a replacement

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The replacement unit arrived on Saturday and I haven’t had any disconnection problems yet. If I get past a full week without any disconnections that will be a very good sign. I will keep you posted.

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It has now been 9 days since I connected the replacement unit and I have not had any disconnections.

Sonos support needs to reevaluate what it considers a good, working unit. They consistently blamed my network for the problem even though I tried every solution they offered without a resolution. Honestly, I tried many of their solution more than once. Phone support was persistent in believing the problem was in my network settings and ignored the fact I had another Roam that was working properly. If I wasn’t comfortable with tweaking my network settings and I didn’t have another Roam that did not have the issue, they probably would have intimated me to just give up and assume my network couldn’t handle this Sonos Roam. That would have created an unhappy customer for simple reason they were to stubborn to think the problem was with the Roam.

Thank you to everyone who offered suggestions to try to fix the problem.

 

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I would like to add that once Support agreed to swap my defective unit for a replacement unit, the process was very quick and simple. They quickly sent me a replacement unit that arrived in a few days. They also emailed me a prepaid return postage label and then notified me when they received the defective unit.

Is was a straightforward, quick and easy process. I only wish it was easier to get to that point.

Hello there

 

I am a brand new Sonos customer, I received 2 Era-100 and a Roam for Christmas. 
 

The Era-100s have been great, but the Roam is the biggest piece of Chinese garbage I’ve ever used in my entire life. 
 

Our house has fantastic prosumer grade WiFi and signal is so strong I can connect to WiFi half way down my street. 
 

With the Roam, every night I put it on 10 hours of rain falling etc. on Spotify and every single morning, the Roam is dead silent and completely unreachable by the system. There is a red dot in the app indicating it’s offline. Trying to do the repair process fails, says it can’t find the device. Only fix is to manually reboot this piece of absolute junk as it’s not even capable of reestablishing its WiFi connection. 
 

The unit is plugged into the wall adapter and has never dipped below 100%

 

My only solace in this is knowing I’m within my return period as it was a Christmas gift.  I am calling for a refund first thing Monday, I’ve had enough of this.

 

Sonos this is an embarrassment and a pathetic product that should not be for sale. What a disgrace. 

The Roam is actually dropping its IP address. It does not shut down or go to sleep. It shows a solid white status LED. It stops being available through Sonos direct and Airplay.

After over 3 weeks and over 7 calls to Sonos support, they finally swapped the defective Roam with a replacement

This sounds like what’s happening to me. System just goes dead although still powered on with the solid white LEDs, yet is unrecoverable without hard reboot. I’m pushing for a refund or exchange hopefully because this is just horrendous

The Roam is actually dropping its IP address. It does not shut down or go to sleep. It shows a solid white status LED. It stops being available through Sonos direct and Airplay.

After over 3 weeks and over 7 calls to Sonos support, they finally swapped the defective Roam with a replacement

This sounds like what’s happening to me. System just goes dead although still powered on with the solid white LEDs, yet is unrecoverable without hard reboot. I’m pushing for a refund or exchange hopefully because this is just horrendous

Normally when a Sonos speaker drops, or loses, it’s IP address the top status LED will flash white as it tries to get an IP address, so perhaps lookout for the flashing LED and also try pinging its address over the network.

Check your router too to see if the Roam is actually connected, as it might in fact just be a ‘discovery’ issue by the App.

You could also try it on the ‘other’ WiFi band, as the Roam will operate on either the 2.4Ghz WiFi band or the 5Ghz band. If using the 2.4Ghz band (which is more penetrating and has longer reach) then try it on a fixed non-overlapping channel of either Ch.1, 6 or 11 and set the channel width to 20MHz only as that will reduce any interference and will likely improve its connection.

You could also go onto reserve it’s IP address in your router configuration pages and make its address static, as that may help things too.

I have 3 Roams. One continues to disconnect while the other two always stay connected. If someone ever finds a fix, please post. I have tried everything people mention in this thread.

I have 3 Roams. One continues to disconnect while the other two always stay connected. If someone ever finds a fix, please post. I have tried everything people mention in this thread.

Maybe check your router/access points to see which WiFi bands/AP’s each Roam is using, as that may perhaps provide you with some answers.

There is an S2 update today, to 16.1, which claims in the release notes to affect the Roam’s connection process, you may want to update to see if it helps. 

I have 3 Roams. One continues to disconnect while the other two always stay connected. If someone ever finds a fix, please post. I have tried everything people mention in this thread.

Maybe check your router/access points to see which WiFi bands/AP’s each Roam is using, as that may perhaps provide you with some answers.

Ken, this is a great idea and I did just confirm the faulty one was connected to a different access point so I shut that down to force connection to the same as the other two. I will check back in a week and see if this works.

There is an S2 update today, to 16.1, which claims in the release notes to affect the Roam’s connection process, you may want to update to see if it helps. 

Mine all run 16.0. Can I push a firmware upgrade to the Roams? I do updates as asked by the Sonos controller SW and I guess I though that handled the firmware.

There is an S2 update today, to 16.1, which claims in the release notes to affect the Roam’s connection process, you may want to update to see if it helps. 

Mine all run 16.0. Can I push a firmware upgrade to the Roams? I do updates as asked by the Sonos controller SW and I guess I though that handled the firmware.

Once you get the latest Sonos controller App v16.1 installed on your mobile device, just goto the Apps “Settings/System/System Updates" and choose ‘Check for Updates’ and let it install all updates on your powered-on products. If any device(s) are powered off at the time, and/or not connected to the local WiFi, then you can always re-run the update process again later via the App, when the device(s) become available. 

I have 3 Roams. One continues to disconnect while the other two always stay connected. If someone ever finds a fix, please post. I have tried everything people mention in this thread.

Maybe check your router/access points to see which WiFi bands/AP’s each Roam is using, as that may perhaps provide you with some answers.

Ken, this is a great idea and I did just confirm the faulty one was connected to a different access point so I shut that down to force connection to the same as the other two. I will check back in a week and see if this works.

There is definitely a correlation between between either the access point in my basement, or the Pelton bike or Google Nest Mini Gen 2 conflicting with my one troubled Roam and causing it to disconnect. Just not sure which one or combo is causing the issue. For now, I have unplugged the basement access point and I have maintained connection for over 24 hours on the Roam. The Google Nest Mini Gen 2 is on right now and I will be using the Peloton soon. If I maintain connection to Roam for another 24 hours, then I will have better data.

There is definitely a correlation between between either the access point in my basement, or the Pelton bike or Google Nest Mini Gen 2 conflicting with my one troubled Roam and causing it to disconnect. Just not sure which one or combo is causing the issue. For now, I have unplugged the basement access point and I have maintained connection for over 24 hours on the Roam. The Google Nest Mini Gen 2 is on right now and I will be using the Peloton soon. If I maintain connection to Roam for another 24 hours, then I will have better data.

Is the access point a wireless range extender, a WiFi mesh hub, and/or is it wired back to the router? If it’s a wireless range extender, then note that those devices/AP’s are not part of the Sonos system requirements as mentioned HERE. Although some extenders ‘may’ sometimes work if they operate to mimic the same WiFi band SSID’s as your router and use the same channels (which should be fixed and non-overlapping i.e. Channel 1, 6 or 11) and have all you access points set to a channel-width of 20Mhz only for their 2.4Ghz band. Note that this will likely give the range extender the best shot at working with Sonos, but there’s still no guarantees as they are not ‘officially’ supported.

There is definitely a correlation between between either the access point in my basement, or the Pelton bike or Google Nest Mini Gen 2 conflicting with my one troubled Roam and causing it to disconnect. Just not sure which one or combo is causing the issue. For now, I have unplugged the basement access point and I have maintained connection for over 24 hours on the Roam. The Google Nest Mini Gen 2 is on right now and I will be using the Peloton soon. If I maintain connection to Roam for another 24 hours, then I will have better data.

Is the access point a wireless range extender, a WiFi mesh hub, and/or is it wired back to the router? If it’s a wireless range extender, then note that those devices/AP’s are not part of the Sonos system requirements as mentioned HERE. Although some extenders ‘may’ sometimes work if they operate to mimic the same WiFi band SSID’s as your router and use the same channels (which should be fixed and non-overlapping i.e. Channel 1, 6 or 11) and have all you access points set to a channel-width of 20Mhz only for their 2.4Ghz band. Note that this will likely give the range extender the best shot at working with Sonos, but there’s still no guarantees as they are not ‘officially’ supported.

I have a Google mesh.

There is definitely a correlation between between either the access point in my basement, or the Pelton bike or Google Nest Mini Gen 2 conflicting with my one troubled Roam and causing it to disconnect. Just not sure which one or combo is causing the issue. For now, I have unplugged the basement access point and I have maintained connection for over 24 hours on the Roam. The Google Nest Mini Gen 2 is on right now and I will be using the Peloton soon. If I maintain connection to Roam for another 24 hours, then I will have better data.

Is the access point a wireless range extender, a WiFi mesh hub, and/or is it wired back to the router? If it’s a wireless range extender, then note that those devices/AP’s are not part of the Sonos system requirements as mentioned HERE. Although some extenders ‘may’ sometimes work if they operate to mimic the same WiFi band SSID’s as your router and use the same channels (which should be fixed and non-overlapping i.e. Channel 1, 6 or 11) and have all you access points set to a channel-width of 20Mhz only for their 2.4Ghz band. Note that this will likely give the range extender the best shot at working with Sonos, but there’s still no guarantees as they are not ‘officially’ supported.

I have a Google mesh.

Then you shouldn’t need to switch off your mesh access points… Sonos should work fine with most mesh WiFi setups - but if the Google system allows you,  maybe steer your Roam onto the 2.4Ghz band and set a channel-width for that band of 20Mhz only. If you can fix the channels too, then select a non-overlapping channel as mentioned earlier.

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