Prominent Collaborator I

Answered

Sonos Move Battery

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I recently acquired a Sonos Move, which has replaced a Play 1 in our dining room. We have so far used it predominantly moved into the bathroom as needed and for occasional dinner background music in the dining room. It’s always connected to Wifi - not yet used the Bluetooth functionality. We will also be using it on the patio when/if the UK weather improves in the summer. (also on Wifi but may need to use Bluetooth if kids want to take it down the end of the garden. We’ve had it a few weeks and I’m reasonably happy with it.

When not used in the bathroom it has always been kept on it’s charging base. Recently though I have noticed in the app that it never gets to 100% charge, always stopping at 95%. On the odd occasion, it has shown 100% in the app for around 1 second then changes to 95%.

I should point out that I don’t have voice services active but I do keep the mic on for auto true play.

So - is this normal battery behaviour? Should I take it off the charger for a while? I’m a litle concerned there is a battery fault that will only get worse over time.

Apologies if this has already been asked in another thread

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AjTrek1Answer

Hi

You should see 100% in the app. You might try these steps (both or singularly):

Allow the Move to drain it’s battery completely and re-charge
Delete the Sonos app and reinstall

If nothing works then I’d submit a diagnostic and post the reference ID in this forum. Then contact Sonos by phone, twitter or facebook. In truth submitting the diagnostic may not be necessary unless it can detect a faulty charging component :thinking: however, I’d submit it anyway. Let us know how things sort out.

Cheers!

Together Everyone Achieves More = T.E.A.M.

AjTrek1Answer

Hi

You should see 100% in the app. You might try these steps (both or singularly):

Allow the Move to drain it’s battery completely and re-charge
Delete the Sonos app and reinstall

If nothing works then I’d submit a diagnostic and post the reference ID in this forum. Then contact Sonos by phone, twitter or facebook. In truth submitting the diagnostic may not be necessary unless it can detect a faulty charging component :thinking: however, I’d submit it anyway. Let us know how things sort out.

Cheers!

Together Everyone Achieves More = T.E.A.M.

A

Anonymous

Hello @Clinical Precision. Thanks for reaching out.

@AjTrek1 is correct on his suggestions. Please allow the Move to fully discharge, and then recharge it. If it remains at 95%, please submit a diagnostic of your system and reply back with the confirmation number. This will allow us to check the battery status. I look forward to hearing back from you.

C

Clinical PrecisionAuthor

Prominent Collaborator I

Hello @Clinical Precision. Thanks for reaching out.

@AjTrek1 is correct on his suggestions. Please allow the Move to fully discharge, and then recharge it. If it remains at 95%, please submit a diagnostic of your system and reply back with the confirmation number. This will allow us to check the battery status. I look forward to hearing back from you.

Thanks @Richard F.

So I took it off the base to run the battery down and the level shown in the app immediately changed to 100%. As an experiment I then put it back on the base and the app showed 95%. To me this is strange behaviour but you may know better!

A

Anonymous

Thank you. Were you able to submit a diagnostic report? If so, please provide the confirmation number.

C

Clinical PrecisionAuthor

Prominent Collaborator I

@Richard F.

Not done the diagnostic report yet. Still waiting for the battery to run down to see if that fixes it first. Currently losing around 20% per day so should be done by the weekend. I’ll then charge it on the base. If it doesn’t reach 100 then I’ll pop in a report

Thanks

C

Clinical PrecisionAuthor

Prominent Collaborator I

@Richard F.

Just to confirm Move went offline (ie battery out of charge) today. I took it off the charger on Sunday afternoon so Sonos claim it take around 5 days to discharge if off the charger and in sleep mode are true in my case.

On putting back in the charging cradle it charged fully to 100 in 2 - 3 hours, so Sonos charging time claims ring true.

So I think we are all good for me now as far as the Move goes. Whatever the reason it got stuck at 95% the first few charges seem to have been resolved by letting it discharge fully.

Will obviously keep an eye on it over the next week or so and come back to you if any more issues come up

A

Anonymous

Thank you for doing those steps. I am glad to hear that this issue seems to have worked itself out. it it happens to revert back to 95% charge, please feel free to reach back out.

C

Clinical PrecisionAuthor

Prominent Collaborator I

So it’s been a few days with me keeping an eye on the Move charge level. So I’m now not sure if it’s the battery or the charging base. Or possibly my WiFi.

Today I noticed it seemed stuck a 93% but after a couple of minutes the app showed 100% for a few seconds then reverted back to 93%. I took it off the base and the app immediately showed 100%. When I put it back on the charger it then went to 98%. Don’t want to get too hung up on this but this just seems weird to me. Is it because it falls asleep on the charger so the app only shows the charge from when it was last awake (93%)? And lifting it off the charger wakes it so the app is able to report the actual charge(100%)?

@Richard F. hoping you can shed some light on this. Diagnostic 1399889610 submitted.

A

Anonymous

Thanks for providing that diagnostic. The Move’s battery is in good health. It is possible that the application is not updating the battery percentage to show the 100%. What happens if you force close the application out and reopen it? Does the application show the same number, or does it update to 100%?

I also recommend checking both your charging dock’s and the Move’s charging plates for any debris.

S

sjw

Local Superstar

@Richard F. can you confirm how long a Move should hold it's charge when fully powered down and not just in ‘sleep' mode? i.e. you know you won't need it for a little while so want it to use as little power as possible and are OK with switching it back on with a button press.

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