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  • All iOS devices are unable to connect to the Move 2 via AirPlay, displaying the message: "Unable to connect to ‘Move 2’."
  • All iOS devices can successfully play back audio on other Sonos speakers (e.g., Arc, SYMFONISK) via AirPlay.
  • Music streaming services (Apple Music, YouTube Music, SoundCloud, etc.) can playback on the Move 2 through the Sonos app.
  • All relevant software and firmware are up-to-date, including iOS, macOS, the Sonos app, Move 2 firmware, and router firmware.
  • All Sonos devices have reserved internal IP addresses.
  • The router settings have not been changed recently and the router has been rebooted multiple times.
  • The Sonos app has been reinstalled.
  • The Move 2 has been factory reset multiple times.
  • After extensive diagnosis with a Sonos agent, the unit was replaced.
  • Surprisingly, the replacement—a brand-new Move 2—shows the same error message: "Unable to connect to ‘Move 2’" after setup.

Please help. What additional steps can be taken?

iOS
Mac
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I would recommend that you submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it.

There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.

When you speak directly to the Support staff, they have tools at their disposal that will allow them to give you advice specific to your network and Sonos system. I’d hope the agent you get this time has more knowledge and experience with AirPlay 2 issues. My own personal experience, which just didn’t connect, but without showing an error, was rectified each time by a reboot of the Apple device, be it my iPhone or one of my iPads. But it’s been years since I had this issue, at least 5. 

I do feel the need to be pedantic, though. You should be using AirPlay 2, and not AirPlay. 

I would recommend that you submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it.

There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.

When you speak directly to the Support staff, they have tools at their disposal that will allow them to give you advice specific to your network and Sonos system. I’d hope the agent you get this time has more knowledge and experience with AirPlay 2 issues. My own personal experience, which just didn’t connect, but without showing an error, was rectified each time by a reboot of the Apple device, be it my iPhone or one of my iPads. But it’s been years since I had this issue, at least 5. 

I do feel the need to be pedantic, though. You should be using AirPlay 2, and not AirPlay. 

A part of the replacement process. The system diagnostic was performed with Sonos agent in two separate sessions, which both ended up with return and replacement. I will give Patrick Spence a call and see if he can help. Thanks for replying though.

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