Move 2 dropping out on Bluetooth

Hi @Woo71 

Apologies - I didn’t realise you were on holiday right now. I recommend you restart/reboot both your phone and Move 2. To reboot Move 2, take it off charge, hold the power button for 5 seconds until the light goes off, wait 10 seconds, then press the power button or apply power once more. That’s about all you can really try at the moment.

I hope this helps.

Hi @hsjd700 

Thank you!

Hi @hsjd700 

It seems you were playing AirPlay prior to submitting that diagnostic, so I cannot troubleshoot Bluetooth performance from it. In addition, the speaker had only been on for less than a minute. Please test with Bluetooth for around 30 minutes before submitting a diagnostic. Thanks. I should have made that clearer in my earlier post - apologies.

I couldn’t get the move 2 to play for more than a minute in wifi or bluetooth. it was a constant stutter and I was switching from bluetooth back to wifi over and over. No good.
Are you suggesting that I cannot use airplay for this device?

Hi @hsjd700 

Not at all! I was just saying that to troubleshoot a particular connection method, we need to see that method in use in the logs. As many of the logs only record once or twice a minute, there just isn’t enough data to look at. Even if Bluetooth will not continue play, we need to see more time with the speaker powered on and trying to do things - as it currently stands, we can’t see much. I do see your repeated attempts at playing, to be clear, but there’s not enough background data to judge why you are not able to play (wireless interference levels, for example). With more speaker uptime, hopefully that will become clear.

I would, however, recommend rebooting your phone first - just in case it is that easy a fix.

I hope this helps.

This is the process I used to re-boot. I’m not saying it’s the right way but, at the moment I have day two on continuous music.

1. Turn off the Move 2
2. While holding the bluetooth button on the back, place the speaker on it’s charger
3. do not take you finger off the bluetooth button
4. Continue to hold down the bluetooth button, it takes a bit of time but stay with it.
5. You will hear a confirmation sound; one pulse 

I’ll let you know if anything changes - so far so good : )

I’ve had the Sonos move 2 playing for over an hour now.
Bluetooth stuttered four times. Nothing too bad but noticeable.

I’ve diagnostics. do you want the number? 

Hi @hsjd700 

That there is the process for RESETTING your Move 2, not rebooting it. We recommend you do not reset your Sonos products without being specifically instructed to do so (unless selling them). Having said that, if it has improved things for you, I’m glad to hear it!

I have your diagnostics already - no need to share the number. Thanks!

When you say “day two on continuous music”, is that with AirPlay? I ask because you mention in your next post 4 interruptions on Bluetooth.

Yes all using airplay. I then switched to wifi, played for two hours without interruption.

Hi @hsjd700 

Ok, I’ll admit I’m a little confused now - AirPlay uses WiFi.

I want to make sure I understand things correctly:

AirPlay works with out issue - great!

Then you played WiFi, also without issue (meaning, presumably, that you used the Sonos app to play?) - also great!

But you are still seeing issues with Bluetooth playback, yes?

If I have all this correct, please let me know.

In addition, how far is the Move 2 from the Bluetooth source when you play, and do you see the same results if you use a different device to play to the Move 2? Thanks.

Played from apple music for both bluetooth and wifi.

I did not use the Sonos app

I even placed my phone on to of the speaker while playing bluetooth as I know I’ll be asked that question too