Contributor I

Sonos Move keeps going offline

Forum|Forum|6 years ago
June 16, 2020
21 replies
2614 views

Just got my Move a week and half ago, joined with rest of my system no problem. First issue has been battery dying within 18 hours. So in trying to fix that problem by resetting it, turning it off for 30 secs per Sonos suggestions, I am now having issue of the Move staying online. Every time I go to use it, it’s offline. Once I turn it back on manually, battery is at 85%, so that’s not why it’s offline. I added a Boost last night to try and ensure my WiFi is stable. My worry was, it would go offline if it loses WiFi. Problem still exists. Looking for suggestions.

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Sotiris C.

Sonos Staff

Hi everyone, since the issue of Move's not appearing in the Sonos App can have many possible causes, I would agree with Airgetlam's suggestion of reaching out to Sonos Support to receive real time assistance.

Leaving a like and marking Best Answer might make someone's day. Who knows, that someone might be you.

M

mccuskey

Lyricist I

Move won't stay connected. Never had this problem with any other Sonos product. Lot of money for what now amounts to a new small boat anchor. Piece of junk. Not expected from this company.

Ken_Griffiths

Move won't stay connected. Never had this problem with any other Sonos product. Lot of money for what now amounts to a new small boat anchor. Piece of junk. Not expected from this company.

Which WiFi band did you put the Move on during setup? What channel and channel-width are you using? How far away is it from the router and any walls/objects in between?

Any other WiFi AP’s in your network setup, besides the main router …and if so, are they all operating on the same channel as the main router?

S

Swsw

Trending Lyricist I

O gosh. I have the same issues Sonos move stereo pair go offline every day when not in use for about 2 hours. , no way to recover . Must hard reset, add product, create stereo pair Then it will work for the first day then after that offline after 2 hr of inactivityonly hard reset gets them up - only for a while. Tech support wont acknowledge that this is a CHRONIC and consistent issue with NO resolution. my environment

linksys Velop mesh WHW0301 triband

full 5 bars of wifi

3 sonos boost

5 amps

2 sound bars

2 subwoofrs

2 play bars

sonos play 5

SONOS MESH (not wifi)

all other products work flawlessly. Since tech support only reads from a script, can someone fix /

I have sent diagnostics before asfter and during failure. NO progress Very frustrating for the big bucks spent. For now I am going through the horrible process of return after 1 week of purchase/use.

Anyone had this problem who HAS a fix ?

The

A

aix

Lyricist III

I have the same problem. Move worked fine for six months, but the last month it stopped waking up normally. Nothing in the Wi-Fi settings changed, I followed all the recommendations for correcting the error. Did not help. This is definitely a software bug.

Support ticket 670490945

Ken_Griffiths

I have the same problem. Move worked fine for six months, but the last month it stopped waking up normally. Nothing in the Wi-Fi settings changed, I followed all the recommendations for correcting the error. Did not help. This is definitely a software bug.

Support ticket 670490945

Have you perhaps tried the Move connected to a non-overlapping 2.4Ghz WiFi channel, such as channel 1, 6 or 11 and maybe ensure the channel-width is set to 20Mhz only to help reduce any interference.

A

aix

Lyricist III

I have the same problem. Move worked fine for six months, but the last month it stopped waking up normally. Nothing in the Wi-Fi settings changed, I followed all the recommendations for correcting the error. Did not help. This is definitely a software bug.

Support ticket 670490945

Have you perhaps tried the Move connected to a non-overlapping 2.4Ghz WiFi channel, such as channel 1, 6 or 11 and maybe ensure the channel-width is set to 20Mhz only to help reduce any interference.

Yes, I did it all. I will say more, these six months I had routers only maximum n at 2.4 GHz. Channels are set to 1 or 11. There are almost no other routers nearby. Nothing has changed in the WiFi environment. In general, this is strange - as a solution to the problem, it is proposed to downgrade the WiFi network. After all, my other mobile devices work fine. No, the problem is in Move, judging by the community.

Have done this so far. Disabled battery saver in settings. Now, when Move is charging, it does not fall asleep - and, accordingly, is not offline. Although I already want to do a factory reset.

Ken_Griffiths

I have the same problem. Move worked fine for six months, but the last month it stopped waking up normally. Nothing in the Wi-Fi settings changed, I followed all the recommendations for correcting the error. Did not help. This is definitely a software bug.

Support ticket 670490945

Have you perhaps tried the Move connected to a non-overlapping 2.4Ghz WiFi channel, such as channel 1, 6 or 11 and maybe ensure the channel-width is set to 20Mhz only to help reduce any interference.

Yes, I did it all. I will say more, these six months I had routers only maximum n at 2.4 GHz. Channels are set to 1 or 11. There are almost no other routers nearby. Nothing has changed in the WiFi environment. In general, this is strange - as a solution to the problem, it is proposed to downgrade the WiFi network. After all, my other mobile devices work fine. No, the problem is in Move, judging by the community.

Have done this so far. Disabled battery saver in settings. Now, when Move is charging, it does not fall asleep - and, accordingly, is not offline. Although I already want to do a factory reset.

Just to add that with the ‘battery saver’ feature set to ON, the Move should not goto sleep/offline anyway when it’s placed on a charger. It’s only relevant when left OFF it’s charger.

I have two Moves here and they are both working okay. I have the ‘battery saver’ feature enabled so they power off completely when left off their charger and not used, but they both stay powered on all the time when on their charger loop.

What precisely happens in your case, when you leave them off the charger, with the ‘Battery Saver’ switched off?

Perhaps try it for an hour or two and report back what you see with its status LED, top rear power button presses etc and maybe check to see if you can still ‘ping’ the device on your network, if you do lose connection to it in your Sonos controller App.

A

aix

Lyricist III

I have the same problem. Move worked fine for six months, but the last month it stopped waking up normally. Nothing in the Wi-Fi settings changed, I followed all the recommendations for correcting the error. Did not help. This is definitely a software bug.

Support ticket 670490945

Have you perhaps tried the Move connected to a non-overlapping 2.4Ghz WiFi channel, such as channel 1, 6 or 11 and maybe ensure the channel-width is set to 20Mhz only to help reduce any interference.

Yes, I did it all. I will say more, these six months I had routers only maximum n at 2.4 GHz. Channels are set to 1 or 11. There are almost no other routers nearby. Nothing has changed in the WiFi environment. In general, this is strange - as a solution to the problem, it is proposed to downgrade the WiFi network. After all, my other mobile devices work fine. No, the problem is in Move, judging by the community.

Have done this so far. Disabled battery saver in settings. Now, when Move is charging, it does not fall asleep - and, accordingly, is not offline. Although I already want to do a factory reset.

Just to add that with the ‘battery saver’ feature set to ON, the Move should not goto sleep/offline anyway when it’s placed on a charger. It’s only relevant when left OFF it’s charger.

I have two Moves here and they are both working okay. I have the ‘battery saver’ feature enabled so they power off completely when left off their charger and not used, but they both stay powered on all the time when on their charger loop.

What precisely happens in your case, when you leave them off the charger, with the ‘Battery Saver’ switched off?

Perhaps try it for an hour or two and report back what you see with its status LED, top rear power button presses etc and maybe check to see if you can still ‘ping’ the device on your network, if you do lose connection to it in your Sonos controller App.

With the ‘Battery Saver’ switched off when i leave Move off the charger, the Move shuts down as expected after 30 minutes.

Ken_Griffiths

With the ‘Battery Saver’ switched off when i leave Move off the charger, the Move shuts down as expected after 30 minutes.

It should not shut down/power-off completely in this mode, it should just simply fall into ‘sleep’/‘standby’ mode?

So just to clarify, without the ‘battery saver’ feature enabled, the Move simply falls asleep, when off it’s charger, (you can equally short-press it’s rear top power button to put it into sleep mode) is that not what you’re seeing at the moment?

So is it in this ‘sleep’ state, that the Move will then not wake for you when you either open the Sonos App from its fully closed state on the local subnet or short-press it’s rear top power button?

Obviously things will change if you enable the ‘battery saver’ feature. I’m just trying to discover where you are seeing a problem?

Perhaps see this Support link too:

https://support.sonos.com/s/article/5085

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