Roam stops playing music


Hi my Roam arrived today. I have other Sonos speakers so pretty familiar with the set up etc. However, my roam keeps stopping playing the music from Apple Music after a few seconds to a minute in. This happened on WiFi and Bluetooth mode. When it does this, my iPhone tells me the music is still playing but no sound is coming from the roam or my phone. I’m with Talktalk and the router doesn’t show an internet problem. I can’t figure it out. On occasion, the speaker just turns off (no leds on at all). Then when I switch it back on, the playlist is wiped. It’s fully charged and does this when plugged in and when running off battery. Is it a duff and I need a replacement? 


16 replies

The only way Sonos can advise you if it is a defective speaker is if you submit a diagnostic, and either call them with that number, or post the number here. 

Before doing so, I would recommend a full factory reset of the device, just to see if that ‘fixes’ the problem. 

I already try rebooting roam, and also re- setup roam. But the problem ( stop playing ) still exist. And also all sonos app already up to date. 

I needed to return mine. Ran tons of diagnostics, factory reboot etc etc. Still not working so it’s been returned. Annoying. I can see others have had same issue so I probs won’t get another one. 

I too am having much the same issues and this has been from day one. despite numerous diagnostics being sent still no further on. Although I am a long time Sonos user with fourteen other devices I am seriously considering moving away after such a bad customer service experience!

 

Really, really frustrated!!

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Hi @ritchieone 

So you know, we do not get notified if you submit a diagnostic - you must also get in touch with technical support for the diagnostics to be looked at.

My Sonos roam stops playing music just after a couple of seconds, it’s been like this since we bought it. Did a factory reset and it didn’t work, we moved apartments and therefore changed wifi also nothing happened. The exact same problem keeps going on.

When I go to technical support there’s no solution neither an email I can reach out to…

 

I submited a support diagnostics number is: 60570415.

 

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Hi @AdrianFernandez 

The diagnostic number is not recognised, and the page where I can look at all of your diagnostics shows none at all. 

I recommend you get in touch with our technical support team directly - I recommend calling. If you can’t call during opening hours, start a chat instead - if there is no-one available at the time, you will receive email support in reply later.

Apologies a missed one digit. This is the right number: I submited a support diagnostics number is: 605704715.

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Hi @AdrianFernandez 

Thanks. Unfortunately, at the moment you submitted the diagnostic, your phone/tablet wasn’t connected to the Sonos system and so the diagnostic contains very little information. 

Can you please try again when the Roam shows in the app? Thanks.

Have you tried playing from another device - another phone or a tablet? Is the behaviour the same? Also, does the Roam perform the same regardless of the source?

Please also share as many details about your network as you can (it, not devices on it), starting with your router model and manufacturer. Thanks.

I downloaded the app first on my iPhone and now on my iPad and continue to have the same problem.

I also submitted a new report from my iPad: 1955476634.

 

Thank you for your help.

Userlevel 7
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Hi @AdrianFernandez 

The Roam has only been on for 10 minutes, and no audio interruptions are reported.

However, it is reporting on some things that indicate a likely fault with the unit.

Please get in touch with our technical support team so they can explore replacement options with you - be sure to mention that the same happened on a second network and you’ve already tried a factory reset. Thanks.

i have the same issue. music stoped playing on the roam after few second. i have reboot several times + factory reset. tested with 2 iphones, one android, one laptop and ipad. same problem. first and last time i buy a sonos !!!

i have the same issue. music stoped playing on the roam after few second. i have reboot several times + factory reset. tested with 2 iphones, one android, one laptop and ipad. same problem. first and last time i buy a sonos !!!

The post here needs a bit more detail if you perhaps wish to resolve this ‘likely network’ issue…

  • What connection are you using, Bluetooth, Airplay, Connect via App (such as Spotify), or just a general WiFi direct link (via Sonos App)?
  • Where are the music tracks playing from? 
  • If you are using WiFi, what band, channel and channel-width are you using?

Hi, I ve tried everything, both BT, wifi on 2.4 and 5 ghz from all devices. Locally stored, deezer, Amazon music... 

Music is playing but no sound + impossible to power on and off the roam, no tone sounds on the roam, sometimes light displaying sometimes not. Globally not working

Thanks

610527868 troubleshooting number

Hi, I ve tried everything, both BT, wifi on 2.4 and 5 ghz from all devices. Locally stored, deezer, Amazon music... 

Music is playing but no sound + impossible to power on and off the roam, no tone sounds on the roam, sometimes light displaying sometimes not. Globally not working

Thanks

In this instance, you are perhaps best to contact/chat to the Sonos Support Staff (during opening hours) via this LINK.

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