Sonos gives two separate procedures: a restart, which Sonos calls a reboot, and a factory reset. Both are below, from Sonos’s restart guide and factory reset guide.

What This Problem Means

A restart switches the Roam 2 off and on again, and Sonos gives a longer hold for a speaker that’s stuck or frozen. A factory reset removes registration information, content saved to My Sonos and content services, so the speaker has to be added to your Sonos system again afterwards. Sonos says: “We do not recommend resetting your Sonos product as a troubleshooting step.” Sonos’s own steps do call for it in one case: when a speaker that was set up on another system won’t show a flashing green light during setup.

Common Symptoms

• The Roam 2 was set up on another Sonos system before
• The app can’t find it during setup and the light isn’t flashing green
• The speaker is stuck or frozen
• A Sonos support step tells you to reset it

Safe Checks You Can Try

1. Restart first

Disconnect any cables and take the Roam 2 off any wireless charger. Hold the power button on the back for at least five seconds, until you hear the power-off tone and the light above the Sonos logo turns off. Wait 10 seconds, then press the power button. If it’s stuck or frozen, hold the button for 15 seconds, or until the light above the Sonos logo turns on again. These are the steps in Sonos’s restart guide.

2. Check the light

Sonos’s status light guide says solid white means on and working, and flashing white means it’s booting or waiting to connect to Wi-Fi. Flashing red means a new or reset product wasn’t set up within 30 minutes of powering on, and Sonos’s fix for that is a reboot, not a reset.

3. Turn the Roam 2 off

For a factory reset, hold the power button for 5 seconds to turn the Roam 2 off.

4. Hold Play/Pause and press power

Press and hold the Play/Pause button. While still holding it, press and release the power button.

5. Wait for green

Keep holding Play/Pause until the light flashes orange and white, then wait. Sonos says the light flashes green when the reset is complete.

6. Set it up again

Open the Sonos app and add the Roam 2 again, following Sonos’s guide to adding a product: Settings > Add Speaker or Component. Keep your phone within 10 feet of the speaker. Sonos’s Roam 2 setup article says a blinking green light means it’s ready.

When To Contact Support

If the light never flashes green after a reset, or the battery light flashes red, contact Sonos and say which steps you’ve already tried. Sonos’s Roam 2 support page lists its help articles for the Roam 2, and the Sonos UK contact page offers phone support on weekdays, live chat every day and the Sonos Assistant at any time.

Last resort: factory reset. The factory reset above is Sonos’s last step. Hold the power button for 5 seconds to turn the Roam 2 off. Press and hold Play/Pause, then press and release the power button. Keep holding Play/Pause until the light flashes orange and white, then wait for it to flash green. Sonos says it removes registration information, content saved to My Sonos and content services. If the speaker still won’t set up afterwards, follow Sonos’s product not found during setup article before you contact Sonos.