Sonos Move unable to connect

Hi ​@MaciejFilipek 

Welcome to the Sonos Community!

Sorry to hear of this issue you are having with your Move after fitting a new WiFi router.

I don’t understand - our technical support lines are free to all. Why do you think it is “pricey”?

The instructions to update your speaker to connect to a new router are on our Connect Sonos to a new router or WiFi network help page. However, looking at the app in your recording, I can see that the app has “forgotten” your Sonos system - it cannot update the needed WiFi credentials without connecting to your speaker, it does not know how to connect to your speaker because it has forgotten it, and the speaker cannot talk to the app because the speaker cannot connect to the WiFi.

I think there are only two options:

1. Change the new router’s WiFi name and password to match that of your previous router, so that the speaker does not need to learn new ones, and let the app connect to the existing system after that.
2. or, Factory Reset the Move and set it up from scratch. Please be aware that if you do this you will lose any Sonos playlists or favourites saved, permanently. Choose Set up a New System in the app.

I hope this helps.

Hi, ​@Corry P and thanks for your answer! I wrote about “pricey” call, because I live in Poland, have polish number and don’t have a polish sonos service, so for me it means a need to call foreign service, for which I need to pay a few dozen cents per minute. Not knowing, how long the call would take and if it even going to help after all, wanted to ask the question here first. ;) 

In therms of your answer - to be honest, I did the hard reset two or three times after noticing connection problems, but it didn’t help. Situation is still the same. 
 

Your second advise - changing the wifi name for old, sounds promising. I need to check it out. Will give a feedback on it.

Thanks and cheers!

Maciek

Hi ​@MaciejFilipek 

My apologies! I see our contact page does not list Poland, which I find surprising as our European warehouse is located there! It seems the Polish support line was closed some time ago (low demand, I guess?).

If you have reset your Move, setting your new router to have the same credentials as your old one will no longer help - the speaker will have forgotten them with the reset.

When you turn the Move on, does it flash a green light after a minute or so? If so, it is ready to be set up, and if the app is in the same state as at the start of your video, it is too. You will need to opt to set up a new system, however, rather than connect to an existing one.

For future reference, we do not recommend resetting Sonos devices unless instructed to do so by our technical team, or unless you are selling/gifting it to someone else - it often does not fix the underlying issue, just pushing it back to be dealt with later, or it actually makes things worse (or harder to fix, at least).

I hope this helps.

Hello again, ​@Corry P and thanks for your recommendation.

Answering your question: yes, when turning the Move on, it flashes a green light. 

You wrote: “You will need to opt to set up a new system, however, rather than connect to an existing one.”. 
To be honest, I don’t see any place, where I could do this, because when I turn on the sonos app (in a ready to be set up state), it only shows me “Join existing system” and under the “more options” bar, it shows: “Learn more about Sonos” and “Downgrade product to S1”. 
Should the “Set up a new system” option be somewhere nearby “Join existing system” one? 
Maybe I can not see it in the app, because I’m using not the newest app version. I’m still on ios15, not able to download the newest version, until not upgrading to ios16. :)

Cheers! 
Maciek

Hi ​@MaciejFilipek,

The S1 app supports from iOS12 and higher, while the S2 app supports from iOS16 and higher. If you can’t run the Sonos S2 app, then you’ll need to downgrade to S1; the ‘Downgrade product to S1’ option is what you want to select when you open the app. I’ve linked the support article on how to do so.

I hope this helps!

Unfortunately, as for now it didn’t help. I will be trying other steps soon. 
Greetings, Maciek

Hi ​@MaciejFilipek 

Ah - that would indeed do it! It is a rather rare option for routers to have, so it does not often come immediately to mind!

I am glad to hear that you found the solution - thanks for coming back and updating the thread!