Sonos Move flashing red battery light


Was on the deck last and after 2 or 3 hours the battery level indicator started to flash red. I read that this indicates a ‘fault condition’. Does anyone know what that means, and what would trigger that? Is it a fatal condition?

 

thx. 


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35 replies

Thanks Paul. As I mentioned there is no light on the top, on or off the charger. The battery light has now stopped flashing and the unit is totally unresponsive.  I'll have to wait until after my holiday and call again on WiFi for diagnostic. Thanks. 

Userlevel 6
Badge +17

Hi @Peter Daulby.

Welcome to the Sonos community and thanks for bringing this to our attention. I understand it can be quite frustrating not being able to make use of something you just bought. Let me help you out with that.

I would like to recommend following the guide I have quoted below as your Sonos Move may have been on a power-off mode due to the battery being low and may have not have sufficient battery at the moment it was placed back on the charging bay.

Hi @piotr.dz .

Welcome to the Sonos community and thanks for reaching out to us. I understand that you are having isues with your Sonos Move. Let me help you out with that.

 

I would like to recommend the following steps accordingly.

  1. Remove the Sonos Move from the charging bay.
  2. Turn off the Move by pressing the power button for 10-15 secs until the light on top disappears.
  3. place the Sonos Move back on its charging bay and without pressing any buttons, the Sonos Move should turn on by itself.
  4. If the red light disappears, I suggest observing as it may just be a glitch.
  5. If the red light does not disappear, submit a diagnostic, and call our technical support team.

Please let me know if you still have further questions or concerns. we are always here to help.

Thanks,

Please let me know how it goes. We are always here to help.

Thanks,

I've had a similar issue. Brought my Sonos Move with me on holiday for my hotel room. Operated for a few days on Bluetooth. Unit suddenly stopped playing music one day so I put it on the charger. Charge light started flashing orange on and off. Left it on charger for the day. Came back and it was still flashing. No lights on top at all. Unit now will not reset. Charging light flashes on charger and off charger. Held power button for 30 secs. No change, charging light still flashing. Phones in a ticket to Sonos but they can't do anything until I get home as my hotel has public WiFi only.  Great, no music for the rest of my holiday!  

 

Userlevel 6
Badge +17

H @Brucey147.

Welcome to the Sonos community and thanks for reaching out to us and for following the recommended guide above. I understand that after following the recommendations above, the issue still persists. Let me help you out.

I would like to suggest contacting our technical support team as my final recommendation above for more in-depth troubleshooting steps or possible product replacement as the above recommendation is the fix for the Sonos Move red light status glitch.

.

Please let me know if you still have further questions or concerns. we are always here to help.

Thanks,

 

Hi

I am having the red flashing light issue, have tried the steps 1-5 above but doesn’t resolve the problem.

Have sent a diagnostic report, the number is 1058234471.

Grateful if you would email me advice how to resolve.

 

Thanks

Userlevel 6
Badge +17

Hi @piotr.dz .

Welcome to the Sonos community and thanks for reaching out to us. I understand that you are having isues with your Sonos Move. Let me help you out with that.

 

I would like to recommend the following steps accordingly.

  1. Remove the Sonos Move from the charging bay.
  2. Turn off the Move by pressing the power button for 10-15 secs until the light on top disappears.
  3. place the Sonos Move back on its charging bay and without pressing any buttons, the Sonos Move should turn on by itself.
  4. If the red light disappears, I suggest observing as it may just be a glitch.
  5. If the red light does not disappear, submit a diagnostic, and call our technical support team.

Please let me know if you still have further questions or concerns. we are always here to help.

Thanks,

The same for me, report: 716780914

according to the app move is 100% charged

Userlevel 6
Badge +17

Hi @jharman.

Thanks for the update and immediate response and for submitting a diagnostic.

Based on the provided diagnostic, there was an indication that the Sonos system is failing to read the battery level. It may be a clear indication of a fault.  I would recommend contacting our technical support team for a more in-depth troubleshooting step or possible product replacement. 

Please let us know how it goes. We are always here to help out.

Thanks,

Userlevel 1

Still having battery related issues. Just pulled the Move off the charger and it showed 50% power. But have been playing it now for about 30m or so and the battery is holding, diminishing only as expected, a few % points.

 

Ran a diagnostic anyway. Here's the output 145818217

Userlevel 6
Badge +17

Hi @jharman.

Thanks for the immediate and detailed response.

Let us observe for some time. Maybe a 24-48 hours observation would be enough. If the issue re-occurs I would recommend contacting our technical support team for a more in-depth troubleshooting step or possible product replacement. Placing it on it’s charging bay and the issue disappears can be concluded that the battery at the time it flashed red was accurate information that the Sonos Move might have low batteries. Let us try to observe the battery life based on this guide about charging Sonos Move which also provides information on how long does a full charge last.

Please let us know how it goes. We are always here to help out.

Thanks,

Userlevel 1

Placing the Move back on the base charger seemed to reset it without me having to touch the power button. I put it on last night and this morning the red light has gone.

Userlevel 6
Badge +17

Hi @jharman.

Welcome to the Sonos community and thanks for bringing this to our attention and submitting a diagnostic.

Based on the provided diagnostic, there is a difference between what the internal system of the Sonos Move reading of the battery level vs what the actual battery level is. I would like to recommend removing the Sonos Move off of its charging bay, press and hold the power button for 10-15 seconds and then place it back on its charging bay. Without pressing any buttons, It should power on by itself. Can we check if the red light is still blinking on the Sonos Move? If it does, I suggest contacting our technical support team for a more in-depth troubleshooting step.

Please let us know how it goes. We are always here to help out.

Thanks,

 

Userlevel 1

Played the Move off its base for a few hours and then it appeared to go dead early and unexpectedly.  I wanted to keep it outside rather than put it back on the dock so I used a USBC charger to plug it in. When the Move started up the red light flashed and continued flashing even after I removed the USB charger.  Also after a 4 hours or so it only managed about a 25% charge.

 

Here's the diagnostic: 1015112081

I’m experiencing the same flashing red light on a 3-day old Move. Flashing started with the battery >80% and music is still playing through the flashing red light, except temporarily when pulling the diagnostic (1302148988), and battery is at about 77% now as I’m writing this.

Userlevel 7
Badge +20

My Move has also exhibited this behaviour on one occasion: playing off battery, with charge > 80%, the red battery light started flashing, but music playback continued without interruption.

I power cycled the Move, and the flashing red light didn’t reappear. I’ll keep an eye on it, but I suspect it’s just a software bug.

Hello everyone. I am sorry to hear that you are all having issues with your Moves. When the light is flashing red, does audio continue to play or does it stop? 

Can you all take a moment and submit a diagnostic report (preferably when it is flashing, or shortly after)when you have a chance, and reply back with the confirmation number? 

Submitted confirmation 1182257609

Userlevel 6
Badge +17

Hi @all.

Thanks for the immediate and detailed response.

I would like to recommend calling our technical support team for a more in-depth troubleshooting steps. Flashing red on a Sonos move is not a normal behavior and indicates battery issue.

You may also want to do the basic trouble shooting steps.

  1. Remove the Sonos Move from the charging bay.
  2. Turn off the Move by pressing the power button for 10-15 secs until the light on top disappears.
  3. place the Sonos Move back on it’s charging bay and without pressing any buttons, the Sonos Move should turn on by itself.
  4. If the red light disappears, I suggest to observe as it may just be a glitch.
  5. If the red light does not disappear, submit a diagnostic and call out technical support team.

Please let me know if you still have further questions or concerns. we are always here to help.

Thanks,

Userlevel 3
Badge +4

This happened to me today as well. My Move’s about 10 days old, but this is only about the 3rd time we’ve used it. 

 

Noticed it at roughly 80% battery (per app) and thought it strange the battery would be dead. Put it on the base for about 5 seconds and it stopped. 

 

Music continued to play with the flashing red light, for what it’s worth. 

 

Will be using it this afternoon for a while and will see if it does it again. 

Mine is doing this too, and has done this every time I try to use the Bluetooth part of this product.

 

I left my base at home and now have a dead move...I guess this is just a portable Sonos speaker for home (not on the move)

 

Good thing I brought a back-up reliable Bluetooth speaker

what an annoyance.

 

Did anyone get this resolved?

 

Diagnostic number:1183654280

Case number:01911767

I also noticed move flashing red just now, still appears to be working fine,battery at 70%

 

After chatting with tech, docking it stopped it

Userlevel 2
Badge +2

I experienced a similar issue today.

It happened when I took the speaker to a friend’s and was monkeying around trying to get it to connect with the wifi - I gave up on wifi because I forgot how to add another network - but even when I switched to Bluetooth the light kept blinking (I think amber?...). The Move had almost full battery and kept playing fine for the most part, although once when I turned it up to around 80% it jumped back down to about 15% on its own.

Experienced the same today, have submitted diagnostic and support ticket. 

Hi everyone. Thank you for your patience about this. This issue would best be resolved on the phone with our phone team, as we can perform more advanced troubleshooting with all of you individually. When you have a moment during the week, please give our support number a call. You can find our contact information here.

Userlevel 1

Another piece of info to help Sonos debug this:

Once the light starts flashing, if you put the Move on the charger for just enough time for the light to change to charging (~2 seconds) then take it off.  The red light is cleared.  I haven’t done this and let it run for hours to see if it comes back on.   But I can say it initially clears the condition.  

I'm having the same problem, battery has plenty left (according to the app) but after about an hours use I get the red light. Music continues to play fine. This has happened a few times now. Slightly worried as it's only a few days old.