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Impossible to connect my SONOS ROAM in Bluetooth

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114 replies

Ken_Griffiths

Just got the roam and same issue here.  App was a mess, wouldn’t connect, didn’t like the wifi.  Uninstalled and reinstalled it.  Didn’t help.   I can turn it on but it goes from flashing white directly to flashing green.  I want to just connect via bluetooth but it won’t go into pairing mode.  Holding the power button at any point of the process just seems to turn it off with no sound whatsoever.  Really very frustrating and not very, well modern.  Feels like a decade ago in regard to ease of set-up.   

Are you are using the S2 App and does your controller device and the network setup meet the Sonos system requirements, only both my Sonos Roams each popped up themselves in the App, I hit "setup" and they were both sorted within a matter of seconds… it didn’t take any more than a minute for each setup.

Assuming your new speaker is not faulty, I’m thinking you are ‘perhaps’ doing something wrong in your case, as it was really was that simple.

S

Just got the roam and same issue here.  App was a mess, wouldn’t connect, didn’t like the wifi.  Uninstalled and reinstalled it.  Didn’t help.   I can turn it on but it goes from flashing white directly to flashing green.  I want to just connect via bluetooth but it won’t go into pairing mode.  Holding the power button at any point of the process just seems to turn it off with no sound whatsoever.  Really very frustrating and not very, well modern.  Feels like a decade ago in regard to ease of set-up.   

P
Userlevel 1
Badge +1

Hi @patdude 

The problem is that your system is on S1, and the Roam is only compatible with S2, as mentioned on our Set up your Sonos Roam help page.

You’ll need to reset the S2 app and when reopening it select to setup a new system, not to connect to an existing one. It may also help to turn the S1 units off while setting up S2. Once setup, however, the S1 and S2 systems/apps will operate properly side-by-side (though separately).

If your Roam isn’t ready to be setup (flashing green) you’ll need to factory reset it first.

In answer to your direct questions:

  1. Units are manufactured in advance, to build up stock and we cannot update Roams while they are in boxes in a warehouse. Software development is an on-going process and doesn’t always go as smoothly as marketing plans/executives would like. Therefore, few products (of any brand) that run software are ever sold with up-to-date software installed at the factory.
  2. A Sonos system requires all units on it to be operating on the same software to operate and configure correctly. A new unit, therefore, is not allowed to be added until the app and system are operating on the same software - if they were not, many strange things could happen making you (and many others) even less satisfied with the products. In addition, S1 is vastly different from S2, despite their common look.
  3. If you’d like a refund, arrange for one - just visit https://support.sonos.com/s/money-back-guarantee or return it to the store from which it was bought (though in this case you will be subject to their refund policy, not ours).

I hope this helps.

I appreciate your getting back to me, but hey, these are really pretty lame excuses.

The reality is this - selling a Bluetooth speaker that doesn’t pair because of buggy firmware doesn’t come down to manufacturing logistics, it comes down to an abysmal testing regime. This bug should have been picked up well before the units even made it from the factory to the warehouse. 

As for your reply that "Sonos requires all units to be operating on the same software"???? That excuse might have washed back in the 1980’s but nowadays, regardless of what software is running on Sonos firmware, the gear and its network protocols should be based on agreed industry standards, and these should should work seamlessly via a remote controller app regardless of any software issues.

Putting it simply, this is why I can plug a western digital NAS into a Dlink Router and retrieve files on my Microsoft Surface PC or Mac. If it works with all those brands, why cant Sonos just get it right??? Is this really such a difficulty?

How about you just admit that Sonos went ahead with the S1/S2 debacle to push people into upgrading in order to bolster their revenues. 

I’m definitely getting a refund, but also as a reviewer I am going to actively tell my readership to avoid Sonos until this mess is sorted out or Sonos grows a conscience. Sadly I doubt either is going to happen any time soon.   

Corry P
Userlevel 7
Badge +18

Hi @patdude 

The problem is that your system is on S1, and the Roam is only compatible with S2, as mentioned on our Set up your Sonos Roam help page.

You’ll need to reset the S2 app and when reopening it select to setup a new system, not to connect to an existing one. It may also help to turn the S1 units off while setting up S2. Once setup, however, the S1 and S2 systems/apps will operate properly side-by-side (though separately).

If your Roam isn’t ready to be setup (flashing green) you’ll need to factory reset it first.

In answer to your direct questions:

  1. Units are manufactured in advance, to build up stock and we cannot update Roams while they are in boxes in a warehouse. Software development is an on-going process and doesn’t always go as smoothly as marketing plans/executives would like. Therefore, few products (of any brand) that run software are ever sold with up-to-date software installed at the factory.
  2. A Sonos system requires all units on it to be operating on the same software to operate and configure correctly. A new unit, therefore, is not allowed to be added until the app and system are operating on the same software - if they were not, many strange things could happen making you (and many others) even less satisfied with the products. In addition, S1 is vastly different from S2, despite their common look.
  3. If you’d like a refund, arrange for one - just visit https://support.sonos.com/s/money-back-guarantee or return it to the store from which it was bought (though in this case you will be subject to their refund policy, not ours).

I hope this helps.

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

Hello,

 

as I just received my SONOS ROAM I have tried many times today to get it connected in Bluetooth by following the procedure as described in that link.

https://support.sonos.com/s/article/4989?language=fr

So I kept pressing the button at the back but the blue light never went on and as a consequence the product had been left undiscovered for my mobile phone.

Is there anyone who encountered the same issue & what should I do to get it solve.

Thanks for your help

Same here, and as the S2 app has detected older S1 gear, it wont let me set up the Roam so I cant install the update to fix this issue.

Two questions. 

  1. Why is a bluetooth speaker leaving the factory for the retail channel when it has buggy firmware that prevents it from pairing?
  2. Why does the S2 app refuse to set up the roam when it detects older S1 gear???? 

Actually make it three questions

  1. why hasnt someones head rolled at Sonos and refunds been offered???? I’m off to buy a speaker brand that actually works. Bye Bye Sonos
J

Once you master the Bluetooth pairing on the roam you will be blown away with it I suggest you pair all your devices one at a time one after the other apparently you can add up to 8 devices. I did struggle to get it to work but once it clicked with me l am fine with it I even connected my iPod classic to it with a Bluetooth sender unit and best of all you don’t have to go through pairing mode again once you have set up your devices I have 5 devices setup.

S

Finally did it. Let Go!

The key for me was the detail on the let go.  I was holding the button for to long.  Most blue tooth devices go into paring mode while you are holding the button. Not Sonos

Now press and hold the rear power button on the Roam for two seconds and let go.

S
Userlevel 1

I’ve received a lot of criticism from my friends for the amount I’ve spent on Sonos.  I always tell them it’s worth the cost because of how smart and amazing the speakers sound.  Also, how easy it is to use and for others to use at our place.  However, when trying to show off my new Roam I run into constant issues and have to take an “I told you so” beating when it completely flakes out and won’t work. This has happened multiple times and the other day on a walk with my partner I tried for 10 minutes to connect to bluetooth with my phone and I gave up.  Really disappointed in these hiccups and hope Sonos gets a fix real quick.  This speaker should be so easy to use a baby could connect their baby iPhone.    

D

Actually, I never got the blue pairing led to flash, always stayed white. 

 

UPDATE: Found that my system had an update available, installed that, and I finally was able to pair my iPhone. 

Thanks!

Indeed the update fixes the problem.

Thanks

 
D

Hello,

 

as I just received my SONOS ROAM I have tried many times today to get it connected in Bluetooth by following the procedure as described in that link.

https://support.sonos.com/s/article/4989?language=fr

So I kept pressing the button at the back but the blue light never went on and as a consequence the product had been left undiscovered for my mobile phone.

Is there anyone who encountered the same issue & what should I do to get it solve.

Thanks for your help

Had the same problem. But updating the Roam fixed the problem.

 
Corry P
Userlevel 7
Badge +18

Hi @Uriar 

If your Roam hasn’t been Bluetooth paired (or not since the last factory reset), you will need to hold the power button for 2 seconds until you hear the second chime.

If you are trying to pair to a new device, after Roam has already been paired before, you’ll then need to press and hold for another 2 seconds for a third chime.

I recommend you get in touch with our technical support team, who have tools at their disposal that will allow them to give you advice specific to your Sonos system, if this doesn’t work.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
U

Can’t get the damn thing to flash the blue light.I tried everything proposed here. Tried for two hours. Resetting. Updating software. Factory resetting. Pressing when it’s on. Pressing when it’s off. Playing music and pressing. Praying. This is extra annoying. I’m going to return this piece of useless c@&$.

Corry P
Userlevel 7
Badge +18

Hi @Dgiann 

I recommend you hold the power button for 12 seconds to force a full reboot.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
D

Initial setup was ok 

now it’s not working at all

it’s stuck with flashing orange light and doesn’t even turn off. 
I tried every possible combination of button pushing, in vain 

Bluetooth connectivity has serious issues 

James L.
Badge +17

I have successfully connected my Samsung Galaxy S20 to Roam via bluetooth in order to play music.  However, I am unable to make telephone calls (cellular or whatsapp) using Roam.  

I cannot find any explanation online as to why this is happening.

I have also tried using my iPhone 7 but the same problem occurs.

I have a UE Boom speaker and this problem does not occur on that device.

Does anyone have a suggestion?  I have already tried restoring factory settings.

Sonos Roam cannot be used to make or receive calls nor be used as a speakerphone, so what you’re describing is expected.

Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions.
I

I have successfully connected my Samsung Galaxy S20 to Roam via bluetooth in order to play music.  However, I am unable to make telephone calls (cellular or whatsapp) using Roam.  

I cannot find any explanation online as to why this is happening.

I have also tried using my iPhone 7 but the same problem occurs.

I have a UE Boom speaker and this problem does not occur on that device.

Does anyone have a suggestion?  I have already tried restoring factory settings.

A

I was getting the chime but not the blue light and couldn’t connect to Bluetooth on my iPhone. I bought 2 Roams and the other one paired perfectly first time. I followed the advice on this forum to do a software update and the Roam then paired. Odd that 2 Roams in the same order would ship with different software...

E

I do, but the only chime I hear is the one that you can hear when the ROAM is turning off.

Perhaps see if the following steps helps to sort it for you.

  1. Play some music to the Roam via the Sonos App, this is just to ensure it’s currently connected via WiFi. Pause the music playback with its Play/Pause button.
  2. Next check your mobile Bluetooth device-list that you plan to connect to. If the Roam is in the list already, then remove that device, just in case it is the old connection that was in use before you factory-reset the speaker.
  3. Now press and hold the rear power button on the Roam for two seconds and let go.
  4. Check the Roam then appears in your mobile Bluetooth device-list and select it in order to pair the speaker to the mobile.
  5. All being well, you should now be able to play audio to the Roam via the Bluetooth-connected mobile.

This will fix the issue if anyone has experienced this problem.  Chat support could not even fix this.  Follow these steps and your Bluetooth will work.  Thanks everyone!

P

Just got the roam today. Been over 35mins trying to set it up. Read  all the replies here.

 

Couple of extra questions b

Does roam need an update first for bluetooth to work? No WiFi where I am at the moment so can't setup the app first or update it.

To enable Bluetooth pairing mode do you have the speaker powered off first?  

 

Is the flashing blue light more white than blue?

 

Does everyone always get a chime when ok Bluetooth mode? The only time I've heard one is when I hit the volume up button.

 

This seems overly complicated . I remember being very drunk at a party and pairing my phone to a Bose Bluetooth speaker immediately with no instructions, just common sense. That is my benchmark of how easy a Bluetooth device should be to setup!

 

A
Userlevel 2

Disclaimer, I am an IT Consultant. Which means I am very technically savvy. The Roam is NOT easy to use. Maybe I have a lemon, but I attempted to set up the Roam while on vacation and it timed out when connecting to the wifi I was on. Unfortunately, this was after I had completed the initial setup of the speaker. I tried a factory reset, hold down the play/pause button, press the power button, and continue to hold the play/pause button. This did absolutely nothing the light never changes. No factory reset. I tried to just then connect via Bluetooth since the speaker was “set up,” it would not go to a discoverable mode. Back on my home wifi and the speaker will still not factory reset and is not discoverable when I search. 

I had no problems connecting my Play 5 or One Sl. Why is the Roam such an issue? 

T

So I’ve been able to connect my Roam to bluetooth but there is a weird hiccup in the audio when playing music over bluetooth? Does anyone know how to fix this? Over wifi pairing it is fine but when listening over bluetooth it is unbearable.

D

I’ve just had this exact same thing managed to connect by WiFi but couldn’t get a blue light at all. It took about 4 hours and a speaker restore for the update to come up in the s2 app. Now it seems to be ok. Wish I had just waited rather than wasting half the day faffing with it! Sonos might want to tell people this!!

P

Update Roam and resolved bluetooth connection issue.

 

Thanks to shfawaz and ken_griffiths advice

Schlumpf
Userlevel 7
Badge +16

May be one more thing could be helpful for BT pairing…

If roam is turned on and in wifi mode, holding the power button for about 2-3 seconds until you can hear the second chime puts roam to pairing mode and the light is flashing blue. 
so far songood… ;-)

But this will only work if there is no other device near arround that already is paired with the roam. If so roam will connect to this known device and show a solid blue light instead of going to pairing mode. 
So if are in wifi mode and you want to pair a second device, either there has to be no already paired device nearby or you first have to switch roam to an active known BT connection an then start the procedure to initiate pairing mode. 
It took me one hour to find out this when i tried to pair my ipad after i had paired my iphone. ;-)

Ralf
G
Userlevel 7

@brettyg1963 The fact that the Roam can work as a Bluetooth speaker AND on Wi-Fi with other Sonos speakers is what makes the Roam unique.

The setup process of the Roam is very simple and should take no longer than 5-10 minutes. Pairing the Roam over Bluetooth takes less than 30 seconds.

Perhaps these instructions will help: https://support.sonos.com/s/article/4994?language=en_US

"Receive with simplicity everything that happens to you." - Rashi
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