Question

Sonos Move turns on automatically when on charger loop.

  • 29 September 2020
  • 11 replies
  • 439 views
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Hi, all,

I just bought a Sonos Move and the sound is amazing.

But when I leave it on the charger loop and short press the Power Button, the LED light will turn off and I think it goes to "standby or sleep mode", but after around 20 mins, it just wakes up automatically. I did not do anything in the 20, even not open the Sonos App.

Does anybody have the same issue? Or the product is intentionally designed like this?

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11 replies

Simon B
Userlevel 6
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Hi @steamed_fish, Thank you for reaching out and welcome to the community. thanks for bringing this up. Regarding your concern. When you put the Sonos Move on the charging base, It will be ON. You may check this link to put the Sonos Move into Sleep mode.

Let us know what you have in mind with the advice above.

The Sonos community is always here to help.

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Hi @steamed_fish, Thank you for reaching out and welcome to the community. thanks for bringing this up. Regarding your concern. When you put the Sonos Move on the charging base, It will be ON. You may check this link to put the Sonos Move into Sleep mode.

Let us know what you have in mind with the advice above.

The Sonos community is always here to help.

Thank you for the reply, but even I took it out of the charging base, short press to turn it to sleep, it will wake up automatically in 20 mins as well, is that wrong?

Simon B
Userlevel 6
Badge +16

Hi @steamed_fish, thanks for the update. regarding your questions. So that we can check the routine and behavior of your Sonos Move. I’ll ask you to submit a diagnostic report to investigate further what could be causing this issue. You may reply to the thread with the confirmation number to assist you with this issue.  

Let me know your thoughts with the advice above.

We're here to answer any further questions you have.

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Thank you very much @Simon B , I just called your support team today and sent them the diagnostic report, it seems that the issue is caused by Google Assistant, and it’s a known issue for Sonos.

Simon B
Userlevel 6
Badge +16

Hi @steamed_fish, thanks for the update. We’ll have this issue addressed and checked for this known issue. 

If you have other questions with your Sonos products, feel free to reach out.

The Sonos community is always here to help.

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Hi @Simon B 

This issue appears again when I downgraded the system to S1 (as I want to group my Move with Play 5 Gen 1), no matter I put it on or off the charging base, it will wake itself up after 30 mins since I set it into Sleep Mode.

Under S2, if I removed Google Assistant, the issue will not appear.

I short press the power button turn it into Sleep Mode, then just did nothing, 30 mins later, the Move wake up by itself, then I opened S1 App and sent you a diagnostic report, the confirmation number is: 474963769.

Can you check it or test it on your device? I’ve contacted your support team, but unfortunately there was no satisfactory response.

Simon B
Userlevel 6
Badge +16

Hi @steamed_fish, thanks for the update and the information and diagnostic report that you provided. Upon checking, We need to consider this issue further since we can’t see what could be causing this issue with your Sonos Move. I'll ask you to kindly contact our phone support team for further assistance and more in-depth troubleshooting steps to resolve this issue. 

Please, feel free to let me know if you require any further information.

The Sonos community is always here to help.

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Thank you so much for the prompt reply @Simon B 

Unfortunately, I’ve contacted the phone support team three times today, but get no useful answer yet.

The support team’s answer is unconvincing, they told me that the product is designed like this, which I cannot agree, (1) since it works fine with S2, (2)and it make no sense that if I want set it to sleep, and you designed it to wake up automatically wake up around 30 minutes without any order? it seems absurd.

But this is the answer from them, which make me feel helpless, when I tried to argue with them, they just hung up the phone….

if it is possible you or your colleague test Move with S1 under the latest firmware?

Simon B
Userlevel 6
Badge +16

Hi @steamed_fish, thanks for the update. Sorry to hear about what happened. I tried to coordinate this issue with our specialist, and I was told that you need to coordinate with our phone support team and let them know that since you’ve done all necessary steps, they need to escalate this case to a higher specialist over the phone. I was advised that it shouldn't behave this way, so this issue needs to be coordinated with a higher specialist for further checking. 

If there is anything else I can do for you, please, don’t hesitate to let me know.

The Sonos community is always here to help.

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Thank you @Simon B , but I’ve contacted them, and they said it’s “normal”, but obviously it’s not normal at all, and they don’t listen to me and don’t want to escalate the issue, what shall I do? it’s a delimma.

I can prodive you the case number #02157078

Simon B
Userlevel 6
Badge +16

Hi @steamed_fish, thanks for the update. I apologize for what happened upon checking the case number you provided, and for further assistance, there are still some troubleshooting steps that need to be performed. Kindly contact our phone support team so they can have this issue escalated. Since  I coordinated this issue with our specialist, this needs to be checked over the phone to investigate this issue thoroughly. 

Please, feel free to let me know if you require any further information.

We're here to answer any further questions you have.

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