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cosmicangler
Contributor I
May 29, 2024
Answered

Move 2 won’t stream apple music

Apple music won’t stream to Move 2 speaker

  • Apple music streams on all other Sonos speakers
  • Move 2 will stream other services 
  • Move 2 will stream apple music via air play
  • Move 2 will stream apple music when paired with another sonos speaker
  • Router has been rebooted
  • voice services have been uninstalled
  • apple music has been reauthorized 
  • move 2 speaker is brand new

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    Corry P
    Corry PAnswer
    Sonos Staff
    August 1, 2024

    Hi @hedleyw, @cosmicangler  et al

    Thank you for the diagnostics, @hedleyw!

    I believe I have found a known issue which matches your experience - newly set up speakers may have an issue with playing Apple Music.

    We are investigating, but do not have an ETA for when this issue might be resolved.

    There is, however, a workaround - please factory reset your Move 2 and add it back on to your system. It should then be able to play Apple Music without issue.

    It may also fix itself after a period of time, as some here have already seen - if you are now already able to play, please do not reset your speaker.

    I hope this helps.

     

    "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
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    Badgercop
    Enthusiast II
    July 24, 2024

    Not fixed. Same bug still persists. 

    hedleyw
    Contributor I
    July 30, 2024

    I don’t believe that any update has fixed this. Move 2 arrived today. Was prompted for an update, done. Can only play Apple Music by Bluetooth or by grouping to a speaker already streaming. I’ve tried both power cycles and removing Apple Music as preferred. Frustrating to say the least. 

      Badgercop
      Enthusiast II
      July 30, 2024

      FYI, This was fixed in a recent patch. Make sure you upgrade your app and system.


      No, not fixed. 

      Corry P
      Corry P
      Sonos Staff
      July 30, 2024

      Hi @cosmicangler et al

      Welcome to the Sonos Community!

      @cosmicangler - I’m glad to hear it has improved for you, but as we were not aware of issue matching this description, it doesn’t seem likely that we fixed it, though the update process (more probably, the reboot afterwards) may have done so.

      Sorry to hear about everyone else still having this issue with playing Apple Music to your Move 2 speakers. I’d like to look into this for you all.

      Could you please reproduce this issue, then submit a support diagnostic immediately afterwards and let me know here when you have done so? Please don’t share the diagnostic numbers, however - I’ll find them without. Thanks!

      "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
      hedleyw
      Contributor I
      July 31, 2024

      Hi @cosmicangler et al

      Welcome to the Sonos Community!

      @cosmicangler - I’m glad to hear it has improved for you, but as we were not aware of issue matching this description, it doesn’t seem likely that we fixed it, though the update process (more probably, the reboot afterwards) may have done so.

      Sorry to hear about everyone else still having this issue with playing Apple Music to your Move 2 speakers. I’d like to look into this for you all.

      Could you please reproduce this issue, then submit a support diagnostic immediately afterwards and let me know here when you have done so? Please don’t share the diagnostic numbers, however - I’ll find them without. Thanks!

      Diagnostic report just submitted. For context, since setting up the new Move 2 yesterday I was unable to play Apple Music, the iPhone Sonos app would “try” to play the first three album tracks for a second or two each, then give up. Tried several albums, identical behaviour. 
       

      Today I tried using the Sonos app on my ipad - all now worked fine provided I was trying to play an album that I hadn’t tried yesterday when I would experience the exact same behaviour. Switched back to iPhone and now same behaviour as iPad. Seems as though a cache needs clearing before those albums will play.

        Corry P
        Corry PAnswer
        Sonos Staff
        August 1, 2024

        Hi @hedleyw, @cosmicangler  et al

        Thank you for the diagnostics, @hedleyw!

        I believe I have found a known issue which matches your experience - newly set up speakers may have an issue with playing Apple Music.

        We are investigating, but do not have an ETA for when this issue might be resolved.

        There is, however, a workaround - please factory reset your Move 2 and add it back on to your system. It should then be able to play Apple Music without issue.

        It may also fix itself after a period of time, as some here have already seen - if you are now already able to play, please do not reset your speaker.

        I hope this helps.

         

        "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
          hedleyw
          Contributor I
          August 1, 2024

          @Corry P Thank you so much for your intervention here in the forum. I hope that the issue will be fully resolved and pleased that you can replicate the problem.

          Sonos support has been taking a beating recently, I have personal experience of unmanned chat and appalling wait times on hold with no call back facility. I recently gave up on a support ticket because of this. If Sonos are able to watch this forum and coordinate problem solving that is a great help, thank you. You still need to fix telephone support though ;)

            Corry P
            Corry P
            Sonos Staff
            August 1, 2024

            Hi @hedleyw 

            No problemo!

            Yes, the phone lines have basically been full since May, unfortunately. I think they will largely remain that way for a month or two yet.

            "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
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