Contributor I

Answered

AirPlay 2 problem

Forum|Forum|5 years ago
December 8, 2020
19 replies
931 views

I have a Sonos Move that I have been using with Aiplay 2 via my iMac for several months with no issues. Yesterday it stopped connecting or playing via Airplay. It shows up in the Airplay menu, with a checkmark, but no sound comes through the move. Other Airplay devices, Homepods, are working. I can connect via Bluetooth with my phone and that works fine. I have reset as new, updated firmware, reconnected to the WiFi network, but it still won’t play.

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Best answer by TBW-NYKS

Thanks for your help. I didn’t manage to do what you suggested, as I couldn’t find it on the app and didn’t get round to logging on via computer. However, I fixed the IP addresses assigned to Sonos and haven’t had a problem since.

Thanks again for your help.

Annazel S

Retired Sonos Staff

Hi there @gkolanowski.

Thanks for reaching out, let me check it for you.

To better understand what’s going on, kindly submit a diagnostic report through the Sonos app when the issue occurs, and reply with the confirmation number. I'd start by reviewing your system, it will help in identifying what's possibly causing the issue.

Looking forward to hearing from you soon.

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G

gkolanowskiAuthor

Contributor I

Hi Annazel. I just submitted a diagnostic report. The confirmation # is 1538530650

Please let me know if you can find a cause or solution for the issue.

Thanks!

G

gkolanowskiAuthor

Contributor I

I just checked three other Macs. The Move will play via AirPlay from an iMac using OS 10.12.6 Sierra and iTunes, but will not work with my main iMac using 10.14.6 Mojave and iTunes, or another iMac and a Macbook using 10.15.7 Catalina and the Music app. The Move shows up in the Airplay list, but the checkmark changes to a - (minus) when I try to check it. It previously worked fine with the iMac using Mojave and iTunes.

Annazel S

Retired Sonos Staff

Hi @gkolanowski.

Thanks for your response and effort in submitting the diagnostic.

Upon checking the diagnostic report, no issues found on the system but I see that the Sonos AirPlay metadata was rejected.

Please check this Apple article where you can identify the devices you can stream video from:

Mac with macOS Mojave 10.14.5 or later

If you have any questions, feel free to reach out.

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G

gkolanowskiAuthor

Contributor I

Thanks. Not sure what that means about the metadata, but I am not streaming video, I am using iTunes to play music from my iMac. The system was working fine for a few months, then just suddendly got buggy.

Annazel S

Retired Sonos Staff

Hi @gkolanowski.

Thanks for your immediate response.

I suggest checking for updates and ensure that the device(s) is updated to the latest software version.

May I know the iTunes version in use?

Devices you can stream audio from:

Mac with either iTunes 12.8 or later or macOS Catalina

You may check this Apple support page for more details on AirPlay 2 system requirements. If your device meets the requirements, but still having trouble using AirPlay, please see the suggested troubleshooting steps as well.

Let us know how that goes.

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A

acscott89

Lyricist I

I’m having the same problem with my Sonos One speakers. I tried restarting them, my phone, and my router in every combination possible to no avail. I tried a factory reset this morning and that wasn’t successful either. The device connect to Spotify through the Spotify app but Apple Podcasts and other no -integrated sources don’t work. Any guidance would be greatly appreciated as these have become very expensive paperweights over night.

Annazel S

Retired Sonos Staff

Hi @acscott89.

Thanks for reaching out, let me check it for you.

To better understand what’s going on, kindly submit a diagnostic report through the Sonos app when the issue occurs, and reply with the confirmation number. I'd start by reviewing your system, it will help in identifying what's possibly causing the issue.

You may also check this Apple support page for more details on AirPlay 2 system requirements. If your device meets the requirements, but still having trouble using AirPlay, please see the suggested troubleshooting steps as well.

Looking forward to hearing from you soon.

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T

TBW-NYKS

Lyricist III

Same issue here (play 5 2nd gen)

2053747161 diagnostic

I see the speaker but it just loads and loads and loads.

Used to work well but very intermittent now. I’ll reboot everything and will be ok for a time or two.

Thanks,

D

Annazel S

Retired Sonos Staff

Hi @TBW-NYKS.

Thanks for reaching out, let me check it for you.

Upon checking the diagnostic, an error indicating dropouts was detected on your system.

If all the recommended steps to reduce wireless interference were followed and it doesn’t help, then knowing how and through what Sonos is connecting is the great foundation to troubleshooting this successfully.

May I have the make and model number of any wireless router and/or Access Point that exist on the network? It’s best if we can check any known issues or if there’s an additional configuration needed on the device.
Please indicate also how these devices are connected to one another (wired or wireless).

Let us know how that goes.

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