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CP2016
Contributor I
May 4, 2021

Roam stops playing music

Hi my Roam arrived today. I have other Sonos speakers so pretty familiar with the set up etc. However, my roam keeps stopping playing the music from Apple Music after a few seconds to a minute in. This happened on WiFi and Bluetooth mode. When it does this, my iPhone tells me the music is still playing but no sound is coming from the roam or my phone. I’m with Talktalk and the router doesn’t show an internet problem. I can’t figure it out. On occasion, the speaker just turns off (no leds on at all). Then when I switch it back on, the playlist is wiped. It’s fully charged and does this when plugged in and when running off battery. Is it a duff and I need a replacement? 

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    27 replies

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    Ken_Griffiths
    Ken_Griffiths
    August 5, 2022

    Has anyone found a sollution? My Roam cuts off using Airplay, BT, Alexa is not working as it should be and I made several factory resets without positive results, even rebut my network hardware, it’s so frustrating ! It often disappears  from my Sonos app and it’s very unresponsive using Apple Music from the Sonos app, all other devices don’t have Wifi issues and I’m afraid it’s a hardware issue because this is the second unit that I have. This is a diagnostic playing music from Apple Music 5 6 1 4 6 6 1 0 6

    If you have the Roam setup for use with the 5Ghz WiFi band only and your router broadcasts two separate SSID’s for the 2.4Ghz and 5Ghz bands, then try the Roam on the 2.4Ghz band as that has more penetration and reach and see if that improves it connection over wireless.

    You need to provide some more details about your Alexa and BT connections not working before any suggestions can be made about those two things, perhaps describe the setup and what you’re seeing. Briefly describe what happens and what error messages are seen. Perhaps also state the services and any other hardware that are involved and outline the steps needed to perhaps try to reproduce the issues.

    jruana
    Lyricist II
    January 21, 2023

    My new Roam stops playing Apple music. When I Apple Music in my Roam and It’s  selected via AirPlay, just sounds for 1 second and the music stop being heard, keeps playing in the mobile device there is no sound in the Roam. But it works fine with Spotify or Amazon Music, or also using the Sonos App. It happens in all my IOS devices. I have other Sonos one devices and this does not happen on them. Any suggestion?  

    Ken_Griffiths
    Ken_Griffiths
    January 21, 2023

    My new Roam stops playing Apple music. When I Apple Music in my Roam and It’s  selected via AirPlay, just sounds for 1 second and the music stop being heard, keeps playing in the mobile device there is no sound in the Roam. But it works fine with Spotify or Amazon Music, or also using the Sonos App. It happens in all my IOS devices. I have other Sonos one devices and this does not happen on them. Any suggestion?  

    Yes, it sounds rather like you may have installed the new HomeKit upgrade that Apple has recently ‘pulled’ after so many issues were reported to them - see this link for a suggested solution mentioned by Sonos Staff:

    Apple Airplay Issue

    jruana
    Lyricist II
    January 21, 2023

    My new Roam stops playing Apple music. When I Apple Music in my Roam and It’s  selected via AirPlay, just sounds for 1 second and the music stop being heard, keeps playing in the mobile device there is no sound in the Roam. But it works fine with Spotify or Amazon Music, or also using the Sonos App. It happens in all my IOS devices. I have other Sonos one devices and this does not happen on them. Any suggestion?  

    Yes, it sounds rather like you may have installed the new HomeKit upgrade that Apple has recently ‘pulled’ after so many issues were reported to them - see this link for a suggested solution mentioned by Sonos Staff:

    Apple Airplay Issue

    Thanks Ken for your help, but I’m not using Homekit at all, nothing is installed. 

      Ken_Griffiths
      Ken_Griffiths
      January 21, 2023

      Thanks Ken for your help, but I’m not using Homekit at all, nothing is installed. 

      Here too are some suggestions from Apple sources to fix problems with Airplay connections:

      • Restart all devices and try to AirPlay again
      • Remove and reinstall the App being used for Airplay on the sending device 
      • Toggle off Bluetooth, or if already off, try turning it ‘on’ on the sending device 
      • Turn off Cellular Data
      • Disconnect from any other Bluetooth devices (like speakers)
      • Connect to the same WiFi network access point
      • Reset your network settings on your iDevice in Settings > General > Reset > Reset Network Settings
      • Disable ‘Private Address’ MAC Spoofing in the iOS Network connection 
      • Disable WiFi calling.
      • Update iOS, and speaker firmware/software
      • Move your devices away from other electronics and closer to the main router
      • Renew your devices DHCP lease via the router configuration pages or better still, reboot the router.
      • Switch off any Security/VPN software installed on the sending (mobile) device
        jruana
        Lyricist II
        January 23, 2023

        Thanks Ken for your help, but I’m not using Homekit at all, nothing is installed. 

        Here too are some suggestions from Apple sources to fix problems with Airplay connections:

        • Restart all devices and try to AirPlay again
        • Remove and reinstall the App being used for Airplay on the sending device 
        • Toggle off Bluetooth, or if already off, try turning it ‘on’ on the sending device 
        • Turn off Cellular Data
        • Disconnect from any other Bluetooth devices (like speakers)
        • Connect to the same WiFi network access point
        • Reset your network settings on your iDevice in Settings > General > Reset > Reset Network Settings
        • Disable ‘Private Address’ MAC Spoofing in the iOS Network connection 
        • Disable WiFi calling.
        • Update iOS, and speaker firmware/software
        • Move your devices away from other electronics and closer to the main router
        • Renew your devices DHCP lease via the router configuration pages or better still, reboot the router.
        • Switch off any Security/VPN software installed on the sending (mobile) device

        Hi Ken, 

        I’ve tried the suggestions provided. Seems it’s due to a WiFi issue. I deleted the 5g Wi-Fi network from the Sonos App settings, just having 2g and seems working. Additionally I want to check the access point that I have, perhaps it has an issue with the 5g config not working properly, because putting the Roam near to the router instead of the access point worked with both networks. 

        Many thanks for your help

          reeyano
          Contributor I
          December 17, 2023

          I worked out the issue and solution for this issue in my instance. 
           

          I was playing a playlist from my connected Spotify account and this continually kept stopping after a few seconds into the song. 
           

          I then used Spotify and AirPlay from my wife’s phone and it was fine.
           

          It turned out my daughter was playing something from our family iPad on the same Spotify account. I couldn’t see any error messages about conflicts with Spotify account use. If it’s not already clear, you can’t play using the same Spotify account from multiple devices. We have a family account and my wife and I use different logins. 
           

          Hope this helps a few people. 

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