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

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.  

Userlevel 3
Badge +6

I’ve had the same issue with my Move and I think you’re now the third person on the forum reporting the same issue.

In my case, I just placed it on the dock to charge it and the issue with the blinking red light disappeared. It’s been weeks since this happened and never occurred again.

BTW, not sure about you, but in my case the Move kept on playing music just fine while the red light was flashing.

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? 

The light was flashing Red on the front - It had over 80% of charge per the Sonos app and was off the dock for maybe 1 hour or so and was fully charged. It never flashed orange and went straight to red out of nowhere.

 

The red light stopped immediately as soon as I placed the Move back on the dock, I will see if it does it again today.

Same problem here. Battery >80% and it start blinking red for the rest of the day. It works fine. 

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.

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 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.

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 @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,

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,

 

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,

Exact use case as mine. Had my Move back in the deck last night after resetting it and charging it and no red light.
 

It played fine with/without blinking red. I did though have trouble reconnecting to the app on red night, and I believe ( but can’t recall) that it went into fault after reconnecting. 
 

BTW, mine played just fine as well

Just notice mine doing it. Seems to be working but had stopped playing without being told to and a few days ago had a Max volume moment. 
 

I’ve emailed support as requested. 

For me the audio stopped but I was able to restart it. FYI I have a case open 01839724. 

My audio is still going and the light is flashing as I type this. Here is my confirmation number - 985562459

I am seeing no errors in this diagnostic, other then the battery reaching depletion. Is the LED light flashing Red, or or Amber?

How long is the Move off of the charging dock for?

Flashing Amber indicates that the Move is low on battery, and needs to charge. The Move will continue to play audio. However, if the battery depletes enough, it will turn off until it has been recharged. 

Userlevel 1

I have the same problem.   My Move is flashing red.  It shows its battery is at 82%. 
The music is still playing. 
 

here’s the diag number:  1452441690

 

 

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.

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

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.

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?

 

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. 

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,

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