Is Sonos Move a $400 paperweight? When did Sonos give up making products that work?

Y
Userlevel 1
Badge

Wow I used to admire Sonos - my Play:1, Connect, Playbar & sub all connected through wifi worked great. Now I just spent $400 on a Move and the thing is erratic and useless - the app shows it offline, then it disappears completely, then it re-appears, it plays music for an hour and then it disconnects….when did Sonos give up making products that work? The Move is a $400 piece-of-junk paperweight.

 

I have 2 Asus APs with different SSIDs - no extenders, nothing else - pretty simple. None of the Sonos products are wired. (I mention this because I believe it means there is no SonosNet which I think means that all my speakers are using my wifi network just as Move is supposed to; at least that’s my understanding). After an hour out-of-the-box trying everything I could think of I finally got the Move connected, registered and updated. At this point I thought I was done and had another piece of solid Sonos gear on my network. When powered it down it then appeared “offline”, but when I powered it up it completely disappeared from the app - POOF GONE! Power down and it says its offline, power up and its POOF GONE! The firmware in it is idiotic. Then it suddenly became usable and worked for 45 minutes before the app lost its connection to the Move, and then the whole cycle repeated. My unboxing video is going to make great entertainment on YouTube.

 

I called tech support - the good news is I only waited 5-6 minutes. The bad news is, after 5-6 minutes I was hung up on. Okay - go through that a second time. Tech support said I had 2 repeaters and to disconnect them. I told them multiple times I have NO REPEATERS, only two APs. Then they told me the Move was trying to connect to the other AP although I have never configured the app for the other AP. And BTW tech support if that was the case, if another unconfigured AP could cause these issues, wouldn’t both my neighbors’ APs that penetrate my home do the same? I’m not a network guy but that logic escapes me.

 

Most amazing is that my other Sonos speakers work perfectly fine on my network. Perfectly. Period. Two of them are on stands that I move all around the house...sounds like what a Move should do, right? So can anyone at Sonos explain why you just didn’t take the working software from my Play:1 that I move all around the house and which works perfectly fine with my very simple wifi network and use that in the Move? Did anyone at Sonos even beta test this product before they shipped it? I have read online over and over many stories of people with the exact same issues.

 

So this $400 piece-of-junk Move paperweight appears to be a FAIL. Please don’t suggest I go into the bowels of my router and start changing some arcane settings because I’ll jut reply that if my other Sonos products work on my wifi network then there’s no reason a Move shouldn’t.

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.

31 replies

G
Userlevel 7

Is Sonos Move a $400 paperweight?

No. My Move has worked flawlessly from day 1.

"Receive with simplicity everything that happens to you." - Rashi
Y
Userlevel 1
Badge

For the folks that said it works flawlessly for them, I have no doubt it does for you - I’m happy for you. The fact that some of them do work isn’t really relevant, the point is that it doesn’t work for others.

Regarding @JohnB’s “Sonos makes greater demands on a network setup than most devices” he misses the original point - that I have run my multiple Sonos devices for years on Wifi perfectly fine. No SonosNet. Every other Sonos device works perfectly, Move fails perfectly. It has nothing to do with demands on the network. My Play1 uses Wifi, my Move uses Wifi. My Play1 works perfectly on my network, my Move fails perfectly on the same network. Ergo, the Move’s firmware is broken.

Regarding @JohnB’s “I am afraid most of your post is misguided, as would be your revenge YouTube video”, unboxing videos are standard fare on the Internet because they serve a valuable purpose - educating consumers on products and what to expect. If a company fears consumers viewing an unboxing video of their product then they should probably re-think what they are selling the consumer. Sonos customers such as myself that have significant investments in Sonos should be aware of the potential incompatibility of the $400 Move, I’m afraid your assertion otherwise is misguided.

As for some of the network detail questions above here are some details:

  • Cable DOCSYS modem connected to an ASUS AP (#1), with that connected via a wired connection to a (2nd) ASUS AP. (The #2 AP is simply a wired bridge, no DHCP, etc).
  • The Sonos devices only see the wireless network from the 2nd AP, which is both 2.4 and 5 Ghz on the same SSID (using something they call Smart Connect).
  • All Sonos devices are wireless, i.e. no SonosNet.

To @106rallye I have not tried configuring the Move on both APs - thank you for that idea. I thought having different devices on different APs would be even more problematic instead of less but I’m willing to give it a try. What I did do - successfully, is create a private 2.4 Ghz network off AP #1 and on that network the Move works fine. But before everyone jumps on that saying I’m done: 1) that AP does not cover my entire home [hence the second one - a common setup], and 2) that band-aid is not the point - the point is the Move fails where my much older Sonos products work.

Again - the main point is that I can take my Play1 that is on a portable stand using Wifi, unplug it, move it around anywhere in the house, plug it back in and it works perfectly. If it had a battery instead of a power cord I’d have a Move that works. The Sonos Move, which is designed to do exactly that, fails perfectly. Ergo the firmware functionality of the Move is deficient and would never have passed any regression testing which Sonos apparently doesn’t perform.

 

Y
Userlevel 1
Badge

@Xander P , @Corry P , @John B ,

 

Well it’s been a while but I wanted to let you all know that the Move is working as it should and what the final conclusions are.

 

First, unfortunately John I need to unwind what I did because the wired Play1 is not normally in a position where it can be wired; none of the devices are. And also wireless placement is one of the reasons I invested in Sonos to begin with and there’s no reason it shouldn’t work.

 

So after a lot of trial and error I found that Xander’s guidance on these 2 settings enables it to work correctly:

  • Multicast Routing (IGMP Proxy) and Efficient Multicast Forwarding (IGMP Snooping.)
  • Enable IGMP Snooping.

What additionally is required however, at least in my configuration, is a reboot of both routers as well as the Sonos devices. Regarding the routers it’s not enough just to change the settings without rebooting, which is what I was doing in the beginning. Also I don’t know if you could simply reboot one of the routers or just one of the Sonos devices - it may be possible but it’s too time consuming to figure out and not really necessary.

 

Note SmartConnect on both APs is on and has no effect on the outcome.

 

So again the Move is now behaving exactly as it should and besides the very poor OOB experience and the time-consuming debugging effort I’m very pleased with it.

 

After all this here is some feedback to Sonos regarding the Move:

 

  • Equip your 1-800 support team with this debug information, you’ll save yourself money and reduce customer frustration, churn and product return. I started with phone support, and even after sending diagnostic information from the app several times over the course of more than an hour their suggestions addressing this issue were completely irrelevant or useless.
  • Consider having a router-specific self-help section; it would have been much easier for me and less expensive for Sonos to simply have an “ASUS” page of FAQs, BKMs and settings to reference, especially since at the end of the day it was simply 2 settings that needed toggling.
  • Diagnostics: There’s absolutely no reason the Sonos app could not have automatically diagnosed this and provided more guidance for correcting it instead of leaving it to the consumer. At first bootup of the Move the Sonos app could communicate at least enough with the Move to register it, then failed to see it at all after registration. So somehow they were able to connect initially which means they could coordinate to help debug a network issue.
  • Also, as noted many times above, in cases where the Move fails in a multi-band network the Move could fall back to 2.4Ghz to operate. This may not be ideal but it is a solution that could be presented to the user as an option or to help debug in a diagnostics mode. Again a wireless Play1 should not outperform a brand-new Move that is designed to be portable.

 

Thanks to those that provided helpful and meaningful guidance. If there’s any final questions about the network setup or something you would like me to try let me know otherwise I think we can close out this thread.

 

Cheers.

melvimbe

For the folks that said it works flawlessly for them, I have no doubt it does for you - I’m happy for you. The fact that some of them do work isn’t really relevant, the point is that it doesn’t work for others.

 

 

The above statement is a contradiction to your thread title, which clearly implies that the product doesn’t work for anyone...it’s just a paperweight..   It seems you were just exaggerating to get attention, since you know that your thread title is inaccurate. 

Regarding @JohnB’s “Sonos makes greater demands on a network setup than most devices” he misses the original point - that I have run my multiple Sonos devices for years on Wifi perfectly fine. No SonosNet. Every other Sonos device works perfectly, Move fails perfectly. It has nothing to do with demands on the network. My Play1 uses Wifi, my Move uses Wifi. My Play1 works perfectly on my network, my Move fails perfectly on the same network. Ergo, the Move’s firmware is broken.

 

 

A lot of incorrect assumptions here that have already been pointed out to you.  Even then, I’m not sure why you would conclude it’s a firmware problem with every Move rather than specific to your device and network situation.  Your assumptions don’t even narrow the problem down to broken firmware rather than faulty hardware or some other issue.

 

Regarding @JohnB’s “I am afraid most of your post is misguided, as would be your revenge YouTube video”, unboxing videos are standard fare on the Internet because they serve a valuable purpose - educating consumers on products and what to expect. If a company fears consumers viewing an unboxing video of their product then they should probably re-think what they are selling the consumer. Sonos customers such as myself that have significant investments in Sonos should be aware of the potential incompatibility of the $400 Move, I’m afraid your assertion otherwise is misguided.

 

 

Education is only valuable if it’s accurate.  Your experience is not what consumers can typically expect and thus can be misleading.   It’s an experience, for sure, but trying to claim it’s more than that alone, or shared by a relatively small set of consumers, isn’t exactly honest.

And John doesn’t work for Sonos, so assuming his opinions match that of Sonos doesn’t make any sense either.

 

 

Danny
Y
Userlevel 1
Badge

Thanks @Xander P, I’ll give that a try when I get a moment. As you are probably aware on the RT-AC86U those settings you list are not set to those values by default.

And again, the Move should not experience any of these issues just because it has a 5 Ghz wifi chip, that’s not a valid answer. That same chip also supports 2.4 Ghz. That means it can do everything the Play1 can do and more - it is a proper superset -  which means that even in the worst case scenario when the Move can’t connect properly (because of 5 Ghz issues) it could always fall back to using only the 2.4 Ghz and then connect perfectly anywhere the Play1 can connect. The Move should not fail to work anywhere a Play1 works properly! This is an easy solution that Sonos could implement in the firmware and app instead of having the product fail and with Sonos incurring all the costs (returned products, brand image, etc) associated with it not working.

Also - instead of the app definitively indicating it’s connected or that it has an issue, it presents this nebulous “kinda works, kinda doesn’t” Schrödinger's cat state by showing it connected sometimes, then completely disappearing other times. There’s no reason the Sonos app can’t diagnose this instead of leaving the user hanging.

Lastly - the Sonos phone support didn’t delve into any of the settings you listed above, or for that matter any settings.

Y
Userlevel 1
Badge

@melvimbe - somehow you equate “it doesn’t work for others” with “the product doesn’t work for anyone”...it’s unclear how you find equivalence between those two statements, you seem to want to make more of what is actually written than what’s there.

Regarding whether its a firmware problem, you may not understand wifi silicon but read the prior post; in no situation should a 2.4/5 Ghz wifi chip fail where a 2.4 Ghz chip works. The wifi silicon in the Move is a superset of the Play1; the firmware in the speaker could disable the 5 Ghz and fallback to 2.4 Ghz, essentially making it indistinguishable from (a working) Play1 on the network. Although its a slower speed it 1) is an option and 2) is better then having a Sonos paperweight.

As far as “Your experience is not what consumers can typically expect and thus can be misleading” I’m not sure how my real-life experience can be misleading - it’s actually what happened. Period. As far as your judgement as to whether consumers can expect this or not it’s pretty simple - IT JUST HAPPENED! Your judgement of "typical” may be biased because what you don’t see in this forum is all the people that had this issue and just gave up and never came here. You may want to look up “Survivorship Bias” in statistics.

Yes education is only valuable if it’s accurate!

Y
Userlevel 1
Badge

@Xander P - thanks for the suggestions, those settings unfortunately had no effect. Note on the latest RT-AC86U firmware:


Under Advanced Settings/LAN/IPTV tab:

Enable Multicast Routing (IGMP Proxy) - there is no mention of “IGMP Proxy”
Efficient Multicast Forwarding (IGMP Snooping.) - this doesn’t exist.

 


FYI the other setting under Advanced Settings/Wireless/Professional tab (“Enable IGMP Snooping”) does indeed exist.

 

Just to reiterate, the error experienced is in this configuration is:

  • All other Sonos products (all on wifi) work perfectly,
  • the Sonos Move status is “* Offline” when powered down,
  • and when powered up it completely disappears from the device list. “Find Missing Players” yields nothing.

As soon as the Move powers up and (I presume) gets on the network it disappears from the list of devices.

 

I will try the hard reset as the last resort unless Sonos have any other suggestions. After that I’m afraid it’s going back to the Sonos warehouse for refurbishing, and perhaps a video of how to strap a lithium battery to a Play1 is in order for all the folks who can’t get a Move to work!

 

Y
Userlevel 1
Badge

@John B “"When did Sonos stop making products that work?” - whatever you may assume it implies is irrelevant, the fact of the matter is 100% of the Sonos products I’ve purchased in the last year have failed. So from my perspective the question is perfectly valid.

 

I will try the two settings you describe although it likely won’t be until next week.

J

OK let's stop arguing. I hope those settings do cure your problem. Although you say that a device with a 5GHz card as well as 2.4 should do everything a device with just 2.4 can do, it does depend on how the router handles the connection, and whether it allows the device to communicate with other devices that are on a different band. You have to consider the interoperability of the whole system, not just a single device.

That is why I think there is a chance - only a chance - that changing those settings will help.

Please post back whichever way it goes.

 

J

It’s certainly hard to make sense of those results!  Rebooting may indeed be needed, but I am still interested in SmartConnect.  Is it a coincidence that:

(i) SmartConnect is all about managing connections across two bands

(ii) The Move disappears when SmartConnect is turned on

(iii) The Move is the only device in your system that can connect to either band?

I tend to think it isn’t a coincidence, but I may be mistaken.  I still don’t buy your argument that because the Move has everything the Play:1 has and more, it should inevitably do at least as well as a Play:1.  The Move gives your router more options, and therefore more chances for it to get it wrong.  I am pretty sure the Move is connecting fine to your network.  The real question is: why can your Sonos controller not see it?

When you turned off SmartConnect “all devices (including Move) connected except for my sound bar and sub (which are the most reliable devices on my Sonos network)”.  At that point I would have tried just rebooting the Playbar and Sub to see if they appeared.

Further questions, if you don’t mind:

  1. Do your router and APs all use the same SSID?
  2. If you go into the Sonos app Settings, System, Network, Manage Networks, what does it show (maybe post a screenshot?)

If you would like another experiment to do, you could connect just one of your Sonos devices to your router by Ethernet (just move a Play:1 temporarily if there is no device in reach. Don’t wire the Sub).  Power all your Sonos off and on again.  If Move is not visible, disable SmartConnect again.

J

To explain my thinking behind the experiment i suggested (which I really think you should try!)…

By wiring a Sonos speaker to your router, you will push all Sonos data (except that for Move) onto SonosNet.  For everything except the Move, you will take anything related to your WiFi out of the equation.

Why ‘except the Move’?  Because the Move cannot connect to SonosNet, it must connect to your WiFi.  We have evidence that the Move will connect (and be visible in the app) if SmartConnect is disabled.

So it is possible that these steps will give you a stable setup.  At the very least, it takes some variables out of the equation and will give us useful information.

J

Hi @ybl84f1 .  I am pleased my suggestion has given you a working solution, subject to your reasonable desire to leave it a while before being confident it is stable.

I honestly see no point in our continuing to argue over what should and should not work, so I shall pass on responding to your arguments regarding that, if you will excuse me.

Personally I can’t see much point in unwinding much of what you have changed.  By all means put the Play:1 back to wireless, but i have always operated in SonosNet mode and think there are advantages to doing so for anyone with more than a small Sonos system and a simple, access-point-free network.  (Admittedly this is ironic here, as the Move cannot connect to SonosNet.)  But that is your call - see what happens.  I suspect it will work when Play:1 goes back to wireless, but If it doesn’t, and you don’t need a speaker near the router, then a Sonos Boost would be the answer.  

Good luck.

 

Corry P
Userlevel 7
Badge +18

Hi @ybl84f1 

I’m glad to hear you’re now able to enjoy your Move as intended! Thanks for updating us with what fixed it for you, too.

Thank you also for the feedback.

  • Equip your 1-800 support team with this debug information, you’ll save yourself money and reduce customer frustration, churn and product return. I started with phone support, and even after sending diagnostic information from the app several times over the course of more than an hour their suggestions addressing this issue were completely irrelevant or useless.

We do have this information, but only in relation to the Asus RT-AC68U, whereas you have mentioned a RT-AC86U. I’ll see if we can get this updated. Thank you.
 

  • Consider having a router-specific self-help section; it would have been much easier for me and less expensive for Sonos to simply have an “ASUS” page of FAQs, BKMs and settings to reference, especially since at the end of the day it was simply 2 settings that needed toggling.

A good idea, which I’ll look into. Unfortunately, most users don’t think of their router being the problem until they’ve already contacted us (usually because devices that aren't interested in talking to each other can talk to the internet). Also, there are a lot of routers out there, and a lot of different ways people can install/configure them. This information is available to our technical support agents, however.

 

  • Diagnostics: There’s absolutely no reason the Sonos app could not have automatically diagnosed this and provided more guidance for correcting it instead of leaving it to the consumer. At first bootup of the Move the Sonos app could communicate at least enough with the Move to register it, then failed to see it at all after registration. So somehow they were able to connect initially which means they could coordinate to help debug a network issue.

This would increase complexity, and complexity increases problems. Considering all the possibilities, it would also be very difficult to code and would likely often be less than helpful if incorrect. I do see your point, however, and more helpful setup messaging could be added, perhaps with links to help pages.

  • Also, as noted many times above, in cases where the Move fails in a multi-band network the Move could fall back to 2.4Ghz to operate. This may not be ideal but it is a solution that could be presented to the user as an option or to help debug in a diagnostics mode. Again a wireless Play1 should not outperform a brand-new Move that is designed to be portable.

Is it the Move that failed? From it’s point of view, it got connected, but the network failed it. Given that the Move doesn’t know if it can’t connect to the App because you’ve left the house with your phone or if there’s a problem with the network, I don’t see how this could be reliable. In addition, some people turn off their speakers when not in use, so having the rest of the system freak out when they do this wouldn’t be ideal.

Having a restriction to 2.4GHz as an option for speakers that can connect to 5GHz is a good idea, however.

You can currently prevent the Move from connecting to 5GHz by not telling it the credentials for that band (though the bands do need to be separate).

Thanks to those that provided helpful and meaningful guidance. If there’s any final questions about the network setup or something you would like me to try let me know otherwise I think we can close out this thread.

You’re very welcome! The thread will be closed automatically when there has been no activity on it for a while.

 

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
106rallye
Userlevel 7
Badge +17

Have you tried configuring the Move on both AP's?

J

Mine works fine too and always has. Sonos makes greater demands on a network setup than most devices because it involves multiple devices.

The answer here lies in the configuration of your network and the two APs, and/or the network settings in Sonos. The Move does use the same software as other Sonos products.  I am afraid most of your post is misguided, as would be your revenge YouTube video.

Note. One difference in the Move 's connection is that it can connect to the 5GHz band. Whether that is relevant I cannot tell, because your post contains no useful information. 

Xander P
Userlevel 6
Badge +15

Hi @ybl84f1, sorry to hear of the trouble you’ve been having!

Do you mind sharing the specific model number of the ASUS APs? We’re aware of some ASUS models which require a Factory Reset to function properly with Sonos, particularly after a firmware update on the ASUS side of things.

As to why this is only affecting the Move - I would hazard a guess that the issue is related to the 5GHz wireless connection; splitting the SSID so that Sonos only connects to the 2.4GHz may help, however performing the Factory Reset on the ASUS hardware may be necessary, if the models you are using match.

Y
Userlevel 1
Badge

Hi @Xander P , the 1st AP (hanging off the Motorola D3.1 cable modem) is an ASUS RT-AC86U, the second AP bridged via ethernet is an ASUS AC3200 which is the only AP my Sonos devices are aware of.

Note that this is not some complex or esoteric network configuration - this is a very typical setup using popular APs to provide coverage throughout a home.

Also - please don’t tell me my network needs to be re-configured to work with Move - if that’s the case then Sonos has failed in designing the Move. All of my older Sonos devices have worked perfectly fine the last 4 years in this network configuration. Consider this for a moment: if I strapped a lithium battery and an inverter to my Play1 with duct tape I would have a portable Sonos speaker that would work anywhere in my home or in my yard, but a brand new $400 Sonos speaker designed to be portable doesn’t work? Does that make any sense whatsoever? If that's the case then Sonos should have simply gutted the AC power supply in the Play1, velcro’d on a battery and would then have had a better, more compatible product than the Move. Sonos is moving backwards.

This is either a shortcoming in the firmware that 1) was missed in testing the product and 2) could be fixed and updated but Sonos has decided not to, or it is a shortcoming of the wifi silicon that Sonos has chosen in their design. Either way its very disappointing to see Sonos fail their customers.

 

Xander P
Userlevel 6
Badge +15

Understood, thanks for that @ybl84f1. While it's not a particularly complicated network, there are still a lot of settings & features on ASUS devices which, if not correctly configured, will cause problems with Sonos.

While the Play:1s in your system might not experience the same issues, Move is different in that it can connect via 5GHz, which may expose some slight issues with the network configuration that could otherwise have gone unnoticed.

Regarding the ASUS RT-AC86U, I'd recommend checking that the multicast settings are configured as below;

  • Log into the ASUS router.
  • Under Advanced Settings, click LAN.
  • Select the IPTV tab.
  • Enable Multicast Routing (IGMP Proxy) and Efficient Multicast Forwarding (IGMP Snooping.)
  • Go back to Advanced Settings, and click Wireless.
  • Select the Professional tab.
  • Enable IGMP Snooping.

 

Another recommendation from ASUS themselves is to perform a Factory Reset on the router after updating the firmware, especially if there are any issues with device connectivity, and this has been shown to resolve similar issues with Sonos on ASUS networks. (It may also be worth performing a reset on the bridged AP also)

melvimbe

@melvimbe - somehow you equate “it doesn’t work for others” with “the product doesn’t work for anyone”...it’s unclear how you find equivalence between those two statements, you seem to want to make more of what is actually written than what’s there.

 

 

I didn’t equate the two statements at all. That was actually my point. Your thread title implies ‘doesn’t work for anyone’  and yet you acknowledge in the body that it actually does work (which is obvious) for others.

 

Regarding whether its a firmware problem, you may not understand wifi silicon but read the prior post; in no situation should a 2.4/5 Ghz wifi chip fail where a 2.4 Ghz chip works. The wifi silicon in the Move is a superset of the Play1; the firmware in the speaker could disable the 5 Ghz and fallback to 2.4 Ghz, essentially making it indistinguishable from (a working) Play1 on the network. Although its a slower speed it 1) is an option and 2) is better then having a Sonos paperweight.

 

 

I didn’t conclude anything about the source of the issue at all.  My point was that the assumptions you made don’t eliminate any other alternative but a firmware issue.  I get your point that you think the radio should default to 2.4 if there are issues with 5.0, which does not conclude that’s the source of your specific issue is that firmware isn’t switching from 5.0 to 2.4 properly.  

 

As far as “Your experience is not what consumers can typically expect and thus can be misleading” I’m not sure how my real-life experience can be misleading - it’s actually what happened. Period. As far as your judgement as to whether consumers can expect this or not it’s pretty simple - IT JUST HAPPENED! Your judgement of "typical” may be biased because what you don’t see in this forum is all the people that had this issue and just gave up and never came here. You may want to look up “Survivorship Bias” in statistics.

Yes education is only valuable if it’s accurate!

I don’t know how you are equating ‘typical’ experience with your own personal experience.  That is my point.  If your point about my ability to conclude what is or isn’t typical experience, since I am not familiar with everyone’s experience, has merit...then it applies to you as well. 

Danny
J

Have you tried turning off SmartConnect, which actually is anything but smart? It could plausibly sabotage a device capable of connecting to both bands. I am not saying I am confident this is the answer, just that it is worth a shot.

Worth turning off QoS too.

(This may have been mentioned already,  but I can't be bothered to check.)

J

As to the discussion on logic between @melvimbe  and @ybl84f1 , @melvimbe  is clearly correct.

"When did Sonos stop making products that work?" clearly implies that no Move unit would work. Disproving this therefore only requires one counter example.  In fact we have several.

 

J

Disable SmartConnect and QoS. May work, may not.

Corry P
Userlevel 7
Badge +18

Hi @ybl84f1 

When your Move is on, but the app doesn’t show it as connected, does it work? As in, can you ask it to play something via voice command, from within the Spotify app or via AirPlay?

If you can get the Move to play while the Sonos app says it’s offline, then the issue is with your network not allowing your Move and your app to communicate with each other. Try connecting your phone/tablet to another AP/frequency.

If you have a computer with an ethernet connection, does the Sonos Move show on that while it doesn’t show on your phone? If so, this would be indicative of wireless isolation or a guest network in use.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
Y
Userlevel 1
Badge

Hi @Corry P , I’ve been offline for several days so have not tried @John B  ‘s suggestion or yours.

 

I do not have/use Spotify or AirPlay but that is something I suppose I could try. But - before going down that additional rabbit hole, realize how backwards it is to have to use 3rd party apps to debug a Sonos issue. Again I’ll reiterate the most important point - I have 5 different Sonos products, some many, many years old, that work perfectly on this network and with the Sonos app, and then a brand new Move breaks it. Even if you go down the “its a 5 ghz problem” the Move is perfectly capably of falling back to 2.4 Ghz and acting like a Play1. There is absolutely no reason a Move should fail where a Play1 works perfectly, period.

 

It will probably be a day or two before I can try your and John’s tests - I will report back as soon as I do. Appreciate the help.

Y
Userlevel 1
Badge

@Corry P , @Xander P , @John B ,

 

Wanted to let you know I’m still working on this...I really don’t want to post any results because my experience has been all over the map...everything from it working perfectly to the Move (yet again) just disappearing, and then to everything _but_ the Move disappearing. I had devices all working but after a while, although they all showed normal when I hit play (on any of them, not just Move) it said it could not connect to the device. So my results are really inconclusive.

 

It kinda feels like perhaps after changing a router setting I might need to reset both routers and force all the devices to reattach - I’d be interested in BKMs such as whether that is true and whether I should reduce my Sonos network to just the Move and say one other device for simplicity. It feels like I need to reduce this to a single variable at a time with a complete cold boot of both APs. (Of course I’m limited as to when I can do this kind of testing since it brings the entire house down).

 

Anyways a quick recap although the results are all over the map. Turning off SmartConnect was a mess - all devices (including Move) connected except for my sound bar and sub (which are the most reliable devices on my Sonos network). Turning SmartConnect back on resulted in all devices reconnecting, except the Move which went back to disappearing when powered on. (But again I did not reboot either APs).

 

@Xander P after applying those settings you suggested (except for the Efficient Multicast Forwarding (IGMP Snooping which doesn’t exist) and undoing all other changes it seemed to work...for quite a while...until I woke up in the morning and again all the Sonos devices except Move were working, and again Move would show offline when powered off and disappear when powered on. And then all by itself, later today, without changing anything I lost all connectivity to every Sonos device for the entire day; I did the “find missing devices” process - nothing, completely gone until this evening when I rebooted the AC86U.

 

So trying to simplify my debugging of the Move firmware this where I am right now:

  1. No changes to the AC3200 (repeater) AP.
  2. Reset AC86U (main router hanging off cable modem) to default settings.
  3. DID NOT ENABLE: IPTV tab/Enable Multicast Routing (IGMP Proxy)
  4. DID Advanced Settings/Wireless/Professional tab: Enable IGMP Snooping

As of right now, Wed evening it’s been up for 30 minutes and everything works perfectly. I’m going to let this sit tonight and see what happens in the morning.

 

I am astonished my 5+ year old Play1 outperforms a brand new $400 Move!

 

Terms & ConditionsCookie settings