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I have a Sonos Roam I purchased soon after launch.  In the last 6 months, it has become very unreliable.  When listening for an extended time using the battery, it will make a screech and pop sound before going dead.  This has happened close to 10 times.  Monitoring the speaker more recently, I noticed this happens when the battery gets below 30%.

After trial and error, I found the only way to get the speaker to respond is to put it on both a wireless charger and plug it in overnight.  The charging light never is illuminated.  After using both chargers overnight, the speaker will not turn on unless you remove both chargers and then try the power button.  Similar solutions are on Reddit and YouTube, although most did not have to wait overnight.

Has anyone else experienced this and found a solution?  Given the recent reports of some Roam speakers catching fire, this is a little concerning.

FWIW, I called support and described this situation.  After being on the phone for 30 minutes, on hold for 30% of that time, I was told to call back when it happens again.  Very disappointing customer experience, especially given the speaker not powering on and needing two chargers to revive it has been an issue for years.

The die at 30% suggests a battery failure. While I can’t prove it from here, I suspect that the charger ring  has a hardware issue and the USB charger does not have enough capacity. Here are the charger requirements.

The die at 30% suggests a battery failure. While I can’t prove it from here, I suspect that the charger ring  has a hardware issue and the USB charger does not have enough capacity. Here are the charger requirements.

Thanks for the response.  Your link was for the Move, not the Roam.  I have no issues with my Move speakers.

 

I am only using a Qi wireless charger when the Roam dies and I cannot revive it.  I use the stock cable and a 15W plug (7.5W is the min req).  Support also reviewed diagnostics and stated nothing was wrong with power or battery.  I have a hard time believing that given the behavior.

 

Thanks again for the idea.  I was really hoping Support would have had some insight or done more.  With first gen Roam speakers catching fire recently, I was not expecting this to be handled so poorly.

Sorry I misread. As you approach the expected cutoff, submit a series of diagnostics. Eventually, when the unit shuts down, immediately submit another. Then you can call support and show a documented trail.

Sorry I misread. As you approach the expected cutoff, submit a series of diagnostics. Eventually, when the unit shuts down, immediately submit another. Then you can call support and show a documented trail.

Thanks again.  That is the same response I got from support.  Unfortunately, this happens on Wi-Fi and Bluetooth.  I do not see a way to submit anything unless I am on the same network as my system, meaning the Bluetooth situations cannot be reported. I was also expecting my system would have shown the history of this happening.  I was hoping there was an update or some other fix and not a wait for this to happen again and call us, which is not always an option.

I appreciate you trying to help.  Just know my frustration is not directed at you.  I thought there would have been a better customer experience when calling support given all the issues Sonos has had over the last couple of years.

True, In a remote location without a WiFi connection you cannot submit diagnostics. You’d need to submit while there is a WiFi connection. It would be possible to setup a connection using a cellphone and travel router. For me it would be too much trouble setting up for a one time test, but it’s not a big deal to do this regularly — for example, if you are a camper.

The red light will normally not display continuously during a charge.

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