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Sonos Move Unable to Switch Back to Bluetooth When Pairing Button Pressed

  • 2 October 2019
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Hey folks,

While waiting for my Sonos Move to be delivered I read about an interesting issue that others on Reddit are corroborating.

I also ran into an issue where I pressed the pairing button after my speaker had been initially paired, and I was unable to switch back to Bluetooth mode. If you accidentally hit the pairing button (or a kid does) and you are nowhere near wifi, you will brick your Move until you get back to wifi.


half an hour into the music, it stopped, and wouldn't come back on again. It still had power, but it just wouldn't play no matter what combination of button presses and long presses I tried. My suspicion was confirmed by this article. Someone had pressed the pairing button, and that was it. Without access to wifi the rest of the weekend, it was toast. Brick toast :(


I too had a dead sonos for 5 days after someone hit the pairing button. I was made fun of heavily after that


Can anyone else confirm this? Seems like a massive usability issue for a portable bluetooth speaker.
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Best answer by Ryan S 9 December 2019, 20:07

Hi everyone, I wanted to circle back with you all. We’ve been working on this and have confirmed that the Sonos version 10.5 update, released a little while ago, had a fix in it that resolves this issue. There should no longer be a chance of getting your Move stuck in a loop waiting for a timeout period. Just make sure you’re up to date by going to Sonos > Settings > System > About My Sonos System to make sure you’re running a version above 10.5.

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Hey folks,

While waiting for my Sonos Move to be delivered I read about an interesting issue that others on Reddit are corroborating.


I also ran into an issue where I pressed the pairing button after my speaker had been initially paired, and I was unable to switch back to Bluetooth mode. If you accidentally hit the pairing button (or a kid does) and you are nowhere near wifi, you will brick your Move until you get back to wifi.

This is a little confusing as there is no 'pairing' button on the Move. I would assume they are referring to the 'Join' button, which is used in initial setup for connecting to wifi/sonos network. I could see where the speaker would be sort of locked up from connecting to bluetooth in that scenario, but have not tested to see. If it does, I'd expect that powering the the speaker off might unlock it. I don't see that attempted in your posts.

https://www.sonos.com/support/en/sonos-user-guide/index.html#t=sonos-user-guide%2Fmove%2Fmove.htm
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Fair enough. I used the wrong language for the button. It is the "join" button that is being referred to.

To your question about powering down....

What about powering down the Move and powering it back up? Pressing the power button puts it to sleep but holding the button for 5 seconds powers it down fully.


I tried that and it did not work. In fact, I tried all manners of short and long presses on each button, and combinations of buttons hoping for some sort of soft or hard reset, but to no avail.
sspediacci,

A quick summary I made in relation to the three buttons on the rear of the 'Move', from top to bottom... (hope it assists)...

Power Button (Top)
  • A quick press will put the Move to sleep
  • A long press (off the charger-loop) will turn off the Move completely
Wifi/BT button (Middle)
  • A quick press will toggle BT mode/WiFi mode
  • A long press in BT mode will enable BT pairing mode, to link a new mobile etc.
Join Button (Bottom)
  • A quick press will start pairing mode for Sonos Controller connection
  • A long press will activate a snapshot button Diagnostic (you will see the LED switching colors, press the same button once more to get out of this mode), for example, while in Bluetooth mode you can trigger a Diagnostic in this way and reboot the 'Move' and submit a Diagnostic via the Sonos controller App.
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I'm happy to have the team look into this, but we'll need some more details on what happened. For example, what was the LED on top doing in this state?

If you put a Move into Bluetooth mode (being in range of your network shouldn't matter), pressing the Join button the back won't do anything at all, as far as I know. Holding the button for around 10 seconds will put it into a diagnostic mode (where it'll keep playing music), and pressing that Join button again will take it out of that mode. (Ken has that info above too).

The factory reset process for the Move is a bit tricky to do when mobile:
  1. Take Move off the charging base.
  2. Press and hold the power button for at least 5 seconds to power it off.
  3. Press and hold the Join button and place Move back on the charging base.
  4. Continue holding the Join button until the light on top flashes orange and white.
  5. The light will flash green when the process is complete and your Sonos Move is ready to be set up.
So most likely someone didn't wind up factory resetting it.

Now if you do wind up in a state where you need WiFi for some reason, you could use your phone to create a WiFi hotspot for your Move to connect to. A second phone or table could connect to that wireless network and control the Move if you need to do something like change the equalizer. On that note, you might be able to apply some equalization settings using the phone over bluetooth, not Sonos equalization, but some apps can send that data to the speaker.
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Thanks, Ryan! I get mine tomorrow and will let you know if I run into the same issue. I was anxious about having just purchased a $400+ speaker that could turn into a temporary brick when I created this thread.

Your WiFi tips are interesting. Would that work if you were in the woods without a connection to the internet? I assume they would only need to communicate on the same WiFi network to make it work, right?
Thanks, Ryan! I get mine tomorrow and will let you know if I run into the same issue. I was anxious about having just purchased a $400+ speaker that could turn into a temporary brick when I created this thread.

Your WiFi tips are interesting. Would that work if you were in the woods without a connection to the internet? I assume they would only need to communicate on the same WiFi network to make it work, right?

As a user of a Sonos Move myself, once you get it tomorrow and understand the function of each of the 'buttons' as briefly mentioned above, you will find it works absolutely fine and without any issues.

I reckon it’s 'new' users who have perhaps not read any of the instructions and are just finding themselves (repeatedly) pressing the wrong button(s) and either ending up putting their device into diagnostic mode or accidentally resetting their speaker and then not realising how to get out of their self-made predicament.

It is simple to use, works here without a problem and most importantly, it sounds great. It’s the best battery-powered portable speaker I have encountered.
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Noted. I appreciate everyone chiming in and easing these concerns. I'll let you know if the issue does come up for any reason!
I'm happy to have the team look into this, but we'll need some more details on what happened. For example, what was the LED on top doing in this state?

If you put a Move into Bluetooth mode (being in range of your network shouldn't matter), pressing the Join button the back won't do anything at all, as far as I know. Holding the button for around 10 seconds will put it into a diagnostic mode (where it'll keep playing music), and pressing that Join button again will take it out of that mode. (Ken has that info above too).

The factory reset process for the Move is a bit tricky to do when mobile:
  1. Take Move off the charging base.
  2. Press and hold the power button for at least 5 seconds to power it off.
  3. Press and hold the Join button and place Move back on the charging base.
  4. Continue holding the Join button until the light on top flashes orange and white.
  5. The light will flash green when the process is complete and your Sonos Move is ready to be set up.
So most likely someone didn't wind up factory resetting it.

Now if you do wind up in a state where you need WiFi for some reason, you could use your phone to create a WiFi hotspot for your Move to connect to. A second phone or table could connect to that wireless network and control the Move if you need to do something like change the equalizer. On that note, you might be able to apply some equalization settings using the phone over bluetooth, not Sonos equalization, but some apps can send that data to the speaker.


Hi Ryan,

I'm one of the people that were quoted in this posting. My Move lost connection to my phone the very first night, and wouldn't reconnect the entire rest of the weekend. It was playing fine for about half an hour, and then all of sudden cut out, and would not reconnect. I walked out of range once, but was able to reconnect, and from thereon in I left my phone right beside the Move. I suspect maybe a rogue button press caused this, when picking up the Move to move it around, but can't be sure. If that were the case, it wouldn't have a been a long-press by any means. It wasn't until after disconnecting that I tried to troubleshoot and commenced button press combinations, and could not reconnect.

I tried to cycle the power by short and long presses of the power button, but I received no audible or visual feedback from the speaker when doing this, giving me no indication of if it was having any affect.

Seeing your instructions for putting the Move into diagnostic mode definitely leads me to rule this out as a possibility for the disconnect, since holding the Join button for 10 seconds is a very long time. In testing of the Move, were there any other possible causes of disconnects? And was this specific scenario of not being able to reconnect without wifi encountered and/or tested at all?

Also, you mention creating a wifi hotspot to troubleshoot....however, this is impossible in an area with complete lack of cellular service, like when you are camping. Or do you mean just create one even without any cellular data?

With regards to the possibility of factory resetting it...yeah, impossible, given the involved steps, and just the fact that you need the charging base, which I didn't bring with me because I didn't want to risk damaging or breaking it.

When I got home, I set the Move back on the base to recharge it since the battery had died, and once powered back on, it worked completely fine in both wifi and bt mode.

Being that two other people have already had this issue of not being able to reconnect to the Move without wifi would lead me to believe that this was definitely not a coincidence. I think it is something worth investigating.

Also, if the Move gets low on battery, down to a specific percentage, will it automatically disconnect? Is there a specific number, like say, at 10%, or 5%, 3%, etc? For me, I know this wasn't the issue either, since it had 35% battery when I started using it, so it wouldn't have run out of power after 30 minutes, especially since I was playing it at a low volume. But I was curious about this too.

Thanks for any help you can provide.
As a user of a Sonos Move myself, once you get it tomorrow and understand the function of each of the 'buttons' as briefly mentioned above, you will find it works absolutely fine and without any issues.

I reckon it’s 'new' users who have perhaps not read any of the instructions and are just finding themselves (repeatedly) pressing the wrong button(s) and either ending up putting their device into diagnostic mode or accidentally resetting their speaker and then not realising how to get out of their self-made predicament.

It is simple to use, works here without a problem and most importantly, it sounds great. It’s the best battery-powered portable speaker I have encountered.


There is a flaw in your flow of reasoning here, which is that repeated button presses caused the disconnect. That is incorrect, as the repeated button presses occured after the disconnect, as a result of trying to repair the disconnect. The disconnect was not a self-made predicament, at least not in the manner you've described.

Also, as Ryan stated, the Join button needs to be held for 10 seconds to put the Move into diagnostic mode. That is a very long time in the world of...button presses lol...too long to be a cause of the disconnect. However, it could have been put into that mode afterwards as a part of the troubleshooting process, I agree.
Also, if the Move gets low on battery, down to a specific percentage, will it automatically disconnect? Is there a specific number, like say, at 10%, or 5%, 3%, etc? For me, I know this wasn't the issue either, since it had 35% battery when I started using it, so it wouldn't have run out of power after 30 minutes, especially since I was playing it at a low volume. But I was curious about this too.

Thanks for any help you can provide.



Just FYI, you can open the Sonos app, whether connected to the Move by WiFi or Bluetooth (and phone not connected to WiFi) to see the remaining battery life. Incidentally, this would also be useful in verify that you have a Bluetooth connection with the Move.

In case it matters, where you using an iPhone or Android?
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Hi FrissonerOfWar, thanks for joining us! We'd love to look into this more, so please do let us know if you see it happen again. We've had people taking Moves all over (with and without WiFi) pressing random combinations of buttons as much as they can in order to make this happen. The team is still investigating to see what happened and how to improve the experience.

However, if you press the Bluetooth toggle button, which tells the player to try and get back to WiFi mode, and you don't have a wireless it can join, the unit will spend around 45 seconds with the LED flashing white, trying to connect to wireless. After around that time, so maybe give it a minute just in case, the unit should go into an AutoIP state, with a solid white light, and you can then toggle it back to Bluetooth mode.

As to using the phone as a hotspot, it wouldn't matter if it has Internet, just needs to be broadcasting a WiFi that the Move can join. So you can set your phone's hotspot settings to have the same SSID and password as your home router (just to make it easier), and your Move would connect to that as soon as it saw it. Then, you could toggle the Move back into Bluetooth mode. It'd work the same way as when you brought it home and put it on the charger.

Move will shutdown at 6% power, and can't power up until it hits 5%.

Also, if the Move gets low on battery, down to a specific percentage, will it automatically disconnect? Is there a specific number, like say, at 10%, or 5%, 3%, etc? For me, I know this wasn't the issue either, since it had 35% battery when I started using it, so it wouldn't have run out of power after 30 minutes, especially since I was playing it at a low volume. But I was curious about this too.

Thanks for any help you can provide.

Just FYI, you can open the Sonos app, whether connected to the Move by WiFi or Bluetooth (and phone not connected to WiFi) to see the remaining battery life. Incidentally, this would also be useful in verify that you have a Bluetooth connection with the Move.

In case it matters, where you using an iPhone or Android?


Yeah I learned about this AFTER getting back home lol. It would have been VERY useful to be able to verify the connection through the app. Although I could see on my phone notification bar whethere or not my BT was connected to a device. Still, very handy that Sonos did that 🙂 Thanks for suggesting it though!

I'm on Android.
Hi FrissonerOfWar, thanks for joining us! We'd love to look into this more, so please do let us know if you see it happen again. We've had people taking Moves all over (with and without WiFi) pressing random combinations of buttons as much as they can in order to make this happen. The team is still investigating to see what happened and how to improve the experience.

However, if you press the Bluetooth toggle button, which tells the player to try and get back to WiFi mode, and you don't have a wireless it can join, the unit will spend around 45 seconds with the LED flashing white, trying to connect to wireless. After around that time, so maybe give it a minute just in case, the unit should go into an AutoIP state, with a solid white light, and you can then toggle it back to Bluetooth mode.

As to using the phone as a hotspot, it wouldn't matter if it has Internet, just needs to be broadcasting a WiFi that the Move can join. So you can set your phone's hotspot settings to have the same SSID and password as your home router (just to make it easier), and your Move would connect to that as soon as it saw it. Then, you could toggle the Move back into Bluetooth mode. It'd work the same way as when you brought it home and put it on the charger.

Move will shutdown at 6% power, and can't power up until it hits 5%.


Ryan, thank you SO much for the quick answer, and for providing these technical details and hard numbers. This information is SUPREMELY useful. You've actually provided a roadmap for troubleshooting. The information about how long the Move will spend looking for a network, and the wifi hotspot cloning info - this is all fantastic info! I want to try to reproduce this problem so that I can try to use your info to fix it.

Also, if you can use this hotspot method to get the Move to "see" the clone of your home network, does that mean we would have access to the app, and thus the equalizer settings of the Move?? If so, that is huge!

On a related note to the power, the reason I asked is because I didn't bring the charging base with me, and relied on my regular usb-c wall chargers for phones, and a power bank. I discovered that neither of these could provide the required power to charge the Move. What is the minimal threshold of wattage needed to send a meaningful charge to the Move?? The website states that you can use 20V/2.25A or 15V/3A, both equalling 45W, or 12V/3A which is only 36W. Why is there a different wattage listed there? And is it ONLY these three specific combinations of voltage/amperage that are recommended to be used to produce those wattages, or could I use something like 10V/4.5A for 45W, or 18V/2A for 36W?

These are the remaining burning questions I have :)

Thanks again for all your help 🙂
FrissonerOfWar,

Obviously it’s difficult for anyone (particularly me, as another user not-present) to say what may have actually happened in your particular case, as the horse has now long bolted. However here are a couple of things that perhaps may assist you somewhat from my own experience, albeit in the future..

After 30 minutes of inactivity off the charger-loop, the Move speaker appears to fall into standby/sleep mode to save drain on its battery. You can also put it to sleep in the same way by short pressing the top rear power button.

To wake up the Move you short press the power button again (but just give it approx 30 seconds, or so, after manually putting it into sleep mode). It’s quite possible you did something here and for a time found that the device would not wake for you... and then the subsequent button presses went onto cause you the additional issues that you mention. It definitely needs a short time to fall asleep before waking it and 30 seconds works quite well, I find.

My 'Move' shut itself off completely at around 7% battery level in the initial test done here, but prior to that at around 15% (approx) the orange light inside the front grill comes on, presumably to let the user know it needs recharging.


Also, if the Move gets low on battery, down to a specific percentage, will it automatically disconnect? Is there a specific number, like say, at 10%, or 5%, 3%, etc? For me, I know this wasn't the issue either, since it had 35% battery when I started using it, so it wouldn't have run out of power after 30 minutes, especially since I was playing it at a low volume. But I was curious about this too.

Thanks for any help you can provide.
Just FYI, you can open the Sonos app, whether connected to the Move by WiFi or Bluetooth (and phone not connected to WiFi) to see the remaining battery life. Incidentally, this would also be useful in verify that you have a Bluetooth connection with the Move.

In case it matters, where you using an iPhone or Android?
Yeah I learned about this AFTER getting back home lol. It would have been VERY useful to be able to verify the connection through the app. Although I could see on my phone notification bar whethere or not my BT was connected to a device. Still, very handy that Sonos did that 🙂 Thanks for suggesting it though!

I'm on Android.



It would have been nice if Sonos included that little tidbit of information during setup or something. Not sure there's a great place to put it, but it's definitely appearing more like a secret feature than it should be.

You're right that you can see what your phone is connected to by BT (Settings -> Connections _> Bluetooth). I was going to suggest the possibility that a pair of wireless headphones might have high jacked the BT connection with your phone. So all the audio goes to the headphones, unnoticed, instead of the Move. Sounds like you checked for that though.
I have one further thing I have noted... if a 'Move' is factory reset, the iOS operating system obviously hangs onto its old Bluetooth registration information in the iOS settings... that registration needs to be removed from iOS and the speaker re-paired again with the device. I have had this issue with other Bluetooth devices so I personally think it’s possibly a Bluetooth protocol issue, rather than a software bug from Sonos or Apple.

Just mention it here briefly as it may help some users who may some-day decide to factory reset their Move.
FrissonerOfWar,

Obviously it’s difficult for anyone (particularly me, as another user not-present) to say what may have actually happened in your particular case, as the horse has now long bolted. However here are a couple of things that perhaps may assist you somewhat from my own experience, albeit in the future..

After 30 minutes of inactivity off the charger-loop, the Move speaker appears to fall into standby/sleep mode to save drain on its battery. You can also put it to sleep in the same way by short pressing the top rear power button.

To wake up the Move you short press the power button again (but just give it approx 30 seconds, or so, after manually putting it into sleep mode). It’s quite possible you did something here and for a time found that the device would not wake for you... and then the subsequent button presses went onto cause you the additional issues that you mention. It definitely needs a short time to fall asleep before waking it and 30 seconds works quite well, I find.

My 'Move' shut itself off completely at around 7% battery level in the initial test done here, but prior to that at around 15% (approx) the orange light inside the front grill comes on, presumably to let the user know it needs recharging.


This line of reason I can definitely concur with...it all makes sense. In the act of troubleshooting, I would have pressed the power button to begin cycling the power, but I did not think to let it wait that long to let it fall asleep and wake again (because, you know, you're with friends, outside somewhere awesome, and in a rush to get the music going again! :D) In that 30 second window, I would definitely have tried other button press combinations.

Also, yes, I did notice the the orange light in the grill staying on! I had assumed it to mean low power, but at that time didn't know you could still use the app to check your exact battery percentage. Also, I wasn't sure if it could also be some other ominious indication...at that point...I was thinking along the lines of orange light of death lol since I couldn't get it to reconnect at all.

Thanks so much for taking the time to try to help me out. I will definitely keep these numbers in mind the next time I am in this situation...which is hopefully never 😛
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Also, if you can use this hotspot method to get the Move to "see" the clone of your home network, does that mean we would have access to the app, and thus the equalizer settings of the Move?? If so, that is huge!

You can, however, the mobile device creating the wireless network won't be able to see your Sonos system. So you'd need a second mobile device connected to the wireless network. Alternatively, a battery powered mobile hotspot would probably do the trick, as long as it creates a network even when not getting a mobile connection.


On a related note to the power, the reason I asked is because I didn't bring the charging base with me, and relied on my regular usb-c wall chargers for phones, and a power bank. I discovered that neither of these could provide the required power to charge the Move. What is the minimal threshold of wattage needed to send a meaningful charge to the Move?? The website states that you can use 20V/2.25A or 15V/3A, both equalling 45W, or 12V/3A which is only 36W. Why is there a different wattage listed there? And is it ONLY these three specific combinations of voltage/amperage that are recommended to be used to produce those wattages, or could I use something like 10V/4.5A for 45W, or 18V/2A for 36W?


The power draw for Move needs 45W for charging. I'll check in with the team on the 12V/3A as it may be an error.
I must admit, I like @Ryan S's post from earlier and the reasoning he gives about giving the 'Move' a little time to look for it’s WiFi network before it then takes on the AutoIP state. It’s not until that’s achieved that a user can then toggle its BT/WiFi button again. I will definitely bear that in mind when I’m away from home with the device.

I think this shows there is nothing 'apparently' wrong here with the Move, but that 'us' users can sometimes be a little keen, and perhaps eager, to press its buttons without thinking that something may still be going on inside the device, behind the scenes.

I will say I have not personally encountered any of the problems mentioned here, whilst using the Move at home, but I feel more aware to perhaps be a little patient with my button presses, in some instances, when I’m out and about with the device. Knowledge is everything in this situation.

The Move is a great portable speaker and there’s still no mistaking that.
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Yeah, you're right Ken. Kudos/props to @Ryan S. I feel more confident as a buyer when the team is engaged and provides quality answers and replies.
Yeah, you're right Ken. Kudos/props to @Ryan S. I feel more confident as a buyer when the team is engaged and provides quality answers and replies.

Seriously, @Ryan S was a huge help, and this gives me reassurance in the product and team too.

Receiving those hard numbers from him was incredibly informative. I had pretty much every question I had about the Move answered today. I'm so glad my post on Reddit trickled in here. I'll be updating it with all of these answers.
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Thanks for the kind words guys! We're here to help.

I've been chatting with the team about this, and they're looking into another state that could happen following that Auto IP state I mentioned above.

Say you have a unit that was powered up without a network around, and it's sitting there with a solid white LED, now in Auto IP without a network connection. Now if you press the Join button on the back of that unit, instead of trying to get it on Bluetooth, the unit will try to connect to a system, with nothing there to find. If that happens, the unit could get into a five minute long state where the unit is sitting there, trying to connect to something over WiFi. The indication would be an orange LED. After that 5 minute time, the LED should go back to solid white, and I believe you'd be able to use the Bluetooth button again to bring it into Bluetooth Mode.

The team is looking into ways to make that state a little easier on everyone.
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Hi everyone, I wanted to circle back with you all. We’ve been working on this and have confirmed that the Sonos version 10.5 update, released a little while ago, had a fix in it that resolves this issue. There should no longer be a chance of getting your Move stuck in a loop waiting for a timeout period. Just make sure you’re up to date by going to Sonos > Settings > System > About My Sonos System to make sure you’re running a version above 10.5.

@Ryan S, thank you SO much for following up on this, and confirming a fix via software update!!  I’ve been dropping back in here to see if any progress was made, and got an e-mail showing you updated the thread.  Can’t wait to test this fix out.

It’s so good to see good products managed by good people, who actively address the concerns of their loyal customers.

Also, I ordered the Sub.  I don’t need the Sub.  But everyone tells me I need the Sub.  Can’t wait to receive it!

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You’re most welcome! And if you ask me, you definitely need that Sub :grinning:

 

I’ve got one under my bed because… reasons.

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