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Answered

Sonos Move 2 Wifi Play issues

  • July 28, 2024
  • 3 replies
  • 571 views
B

Hey,

currently have a Move 2. Always have issues when it’s connected to the wifi. music sounds like a badly scratched cd and keeps skipping. I have a complete home theatre set up with Arc sound Bar 2x era300 and sub. All brought this year and I don’t have this issue. Have good connection to wifi. Bluetooth to Move2 works fine it’s only when it connected to wifi. Turning off and on my phone sometimes work. But I shouldn’t have to every time I want to listen to music. Any suggestions? Could this be a faulty Move2? 
 

Thanks. 

Best answer by Craig L

Hi @Bryn89 , welcome to the Sonos Community!

I’m sorry to hear of the issues affecting your Move 2, based on the fact that Bluetooth playback sounds good I am thinking that a hardware failure is unlikely. Looking at a recent diagnostic report on your account I did notice that the Move 2 was on a different software version than the rest of your system, as such it would be worth checking for updates on the Sonos app to ensure all products are running the same version.

If this has been confirmed, the next thing to rule out would be the environment around the Move 2, just in case it is affected by wifi interference in some way. Do you notice the Move 2 playback misbehaving if the speaker is temporarily relocated close to your wifi router?

If these things have been checked and do not make any difference then I would recommend reaching out to our technical support who have tools at their disposal that will allow them to give you more detailed steps to follow to test and hopefully resolve your Move 2 issue.

I hope this helps!

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3 replies

Craig L
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  • Craig L
  • Sonos Staff
  • Answer
  • August 7, 2024

Hi @Bryn89 , welcome to the Sonos Community!

I’m sorry to hear of the issues affecting your Move 2, based on the fact that Bluetooth playback sounds good I am thinking that a hardware failure is unlikely. Looking at a recent diagnostic report on your account I did notice that the Move 2 was on a different software version than the rest of your system, as such it would be worth checking for updates on the Sonos app to ensure all products are running the same version.

If this has been confirmed, the next thing to rule out would be the environment around the Move 2, just in case it is affected by wifi interference in some way. Do you notice the Move 2 playback misbehaving if the speaker is temporarily relocated close to your wifi router?

If these things have been checked and do not make any difference then I would recommend reaching out to our technical support who have tools at their disposal that will allow them to give you more detailed steps to follow to test and hopefully resolve your Move 2 issue.

I hope this helps!

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T
  • Tcawthon
  • Lyricist I
  • August 18, 2024

I was having the same issue. Current solution seems to be playing music through the Sonos app. You will have add your streaming service through the app in order to do this. I’ve only tried this with Apple Music so far. If you want to use a playlist you’ve curated you need to download all the songs to your device in order for that to work. Otherwise, streaming seems to be working fine with this method .Finger crossed it continues.
 

 

S
  • Samii
  • Lyricist I
  • November 5, 2024

Hi ! I had this issue too when playing music through your iPhone via the music app. The way you get around this is to reauthorise Apple music through the Sonos app and it works perfectly after. All streaming services should be authorised through the app 

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