Move 2 dropping out on Bluetooth

update 30th July 2024

1. Turned on the move 2 at 6:48pm
2. Selected the bluetooth option at the back of the speaker
3. On my iphone 11 I selected apple music
4. I chose an album to play from the iphone 11
5. Selected move 2 from the bluetooth option drop down on my iphone
6. Played music for about 42 minutes
7. The speaker stuttered 16 times randomly (I counted) in that time
8. The speaker and the phone were 2 metres apart
9. Submitted diagnostics at 7:30pm

Hi @hsjd700 

Thanks!

This is what I was worried about - this is too close! Your later report of 2m is much better - I’d stick to roughly that range.

So, with AirPlay playing well, we know this issue is not due to interference near the Move 2.

We can see that the Move 2’s buffer never gets above 10% - this implies an issue with the incoming stream not coming in fast enough, so the buffer occasionally runs empty and you get the interruption. Do you have a device other than your iPhone that you can Bluetooth to the Move 2 from? If so, please compare results and let me know. If you do not, are you able to borrow one for 10 minutes so you can test, perhaps? This is an important test to perform. Thanks.

I’ve just sent diagnostics.

Moderator Note - Removed and recorded diagnostics number.

Hi @Woo71 

Thanks for the diagnostics - I have found that your Move 2 is on an older version of the speaker software than all your other devices - please check for updates in the Sonos app while the Move 2 is showing as present in the app. Settings icon » Manage » System Updates » Check for Updates.

Once done, please test again.

Please note, however, that I see the same 10% buffer fill that I saw on @hsjd700’s diagnostics. So, I’d also like to ask you to please reboot your iPhone and Move 2, test AirPlay playback, try sources other than Bluetooth and AirPlay, and, if you can, test with another device transmitting Bluetooth, and try the Move 2 in a different location too. If you continue to see issues, please submit a support diagnostic after testing and let me know. Thanks.

I hope this helps.

Thanks. In my opinion, this is the issue of connection with iPhone 15 pro (all the peaple here wrote, they use that model of iPhone) When I was useing 14 pro everything was ok. Also now, when we connected my wife’s iPone 14, it was working ok.

Hi @Woo71 

Apologies - I missed your earlier report of an iPhone 14 working without issue.

It being the phone may well be the answer - as I mentioned, there was no clear cause of the buffers only filling to 10%. A quick search found the following thread on Apple’s forums, which suggests there may be an issue with that device, or the software on it: https://discussions.apple.com/thread/255184161?sortBy=rank

I have the same problem. iPhone 14 Pro, only have the issue on Bluetooth.

Hi @Dergrah 

I’m sorry to hear that. I just found that your system generated 5 diagnostic reports yesterday, but none of them contain any info about your Move as it seems it was offline each time. It’s still offline now.

Could you please play to your Move over Bluetooth for 20-30 minutes, recreating the issue, switch the Move over to WiFi so that it shows up in the Sonos app and then submit a support diagnostic? Thanks.

@Corry P Done I have submitted two diagnostics 

Hi @Dergrah 

Thanks!

The diagnostics are reporting that your Move 2 was on old software, but it looks like you’ve resolved that now already.

They also show that the Move 2 speaker never filled it’s input buffer beyond 10%. Can I please ask where the Bluetooth source device was while you were playing? As in, how far away from the speaker was it? Was it in a pocket? Is it or the speaker near a router?

Also, could you please try rebooting the source device and testing again afterwards? Thanks.

I hope this helps.