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Unknow serial # & wont register

  • March 30, 2025
  • 7 replies
  • 115 views
S

I purchased 2 sonos move 2 olive green at a goodwill. One works great the other was open box in a beta test box that says prima evt and has a flower pit on the front as well as a disclaimer sticker.   Both have the same serial numbers A100 2301WC ************

One works great the other from the beta box wont register or update.  Any help would be great. I called sonos and they have no serial # like that. Want to know if i have a giant paper weight or if theres a fix. ( YES i did all the steps to try and fix, yes its plugged in..lol)

Moderator edit: recorded and removed serial number

Best answer by Jamie A

Hi ​@Stutters, welcome to the Sonos Community!

I’m sorry to hear you’re having trouble setting up the Move 2 you purchased.

From the sounds of it, it does seem like you’ve purchased a beta Move 2. As ​@Airgetlam had mentioned, this product may not work on the current software and will likely just be a paper weight.

I tried to look up the serial number in our system as well as your case but I wasn’t able to find anything. Are you able to send a picture of the Move 2 showing the serial number on it as well as direct messaging me your case number or the email address you used to contact us? That way I can look into this with the relevant teams and see what we can do for you.

I hope this helps!

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7 replies

buzz
  • buzz
  • March 30, 2025

You should have Factory Reset both units prior to setup. Where are you reading serial numbers? They are printed on the units, don’t trust the boxes. Sometimes they are hard to read. On black units, I’ve seen serial numbers printed in dark gray on black. I’ve not seen any olive MOVE 2’s.

I can imagine that beta units are not processed through the normal registration process prior to shipping out to users. That might be why support did not have any records. Note that we are discouraged from posting serial numbers here.

Maybe there will be a change if you remove the battery for a few hours, then Factory Reset.

Airgetlam
S
  • Stutters
  • Author
  • Contributor I
  • March 30, 2025

You can remove the battery?  Yes the serial number on the unit itself on the back.  I did factory reset them. One came up the other did not.  There are olive green ones. Maybe its the move 1?  Dunno what else besides what ive done. If you can remove the battery that may help but again not sure.  Wasnt aware of the serial number policy in the group. My apologies.  

S
  • Stutters
  • Author
  • Contributor I
  • March 30, 2025

Sonos app is recognizing it as a move 2.  I took the battery out maybe that will hard reset besides just the holding down power and bluetooth.   But if all else fails..guess its a paperweight..lol

buzz
  • buzz
  • March 30, 2025

Make sure that you hold the button long enough to initiate a factory reset.

Airgetlam
Airgetlam
  • Airgetlam
  • March 30, 2025

There is no guaranty that a ‘beta’ device will work. 

Bruce
106rallye
Forum|alt.badge.img+18
  • 106rallye
  • March 31, 2025

Can you post a picture of the speaker?

Jamie A
Forum|alt.badge.img+17
  • Jamie A
  • Sonos Staff
  • Answer
  • March 31, 2025

Hi ​@Stutters, welcome to the Sonos Community!

I’m sorry to hear you’re having trouble setting up the Move 2 you purchased.

From the sounds of it, it does seem like you’ve purchased a beta Move 2. As ​@Airgetlam had mentioned, this product may not work on the current software and will likely just be a paper weight.

I tried to look up the serial number in our system as well as your case but I wasn’t able to find anything. Are you able to send a picture of the Move 2 showing the serial number on it as well as direct messaging me your case number or the email address you used to contact us? That way I can look into this with the relevant teams and see what we can do for you.

I hope this helps!

Airgetlam
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