Sonos Move - Bluetooth audio playback issue when pausing and resuming a video

Hi ​@iJonathan 

Welcome back to the Sonos Community!

Thank you for reporting this - it’s an interesting finding. I shall report your discovery up the chain, as it sounds rather telling!

Hi ​@iJonathan 

It’s obviously too late to get a diagnostic from your system while you are on S2 and seeing the issue, but could you please submit a diagnostic now after playing some audio via Bluetooth and let me know here when you have done so? Thanks.

Please don’t share the given number here, however - I’ll find it without.

Hi Corry,

Thanks for reaching out. I’ve submitted the diagnostic.

This is the S2 software version that has the issue.

I was also doing some experiments by re-upgrading to S2 and can confirm the issue come back after doing so.

Now i just settle with downgrading to S1, perhaps when S2 version in the future is more stable I’ll update again.

Thanks, ​@iJonathan  - I have received the diagnostic.

It mentions that you might have heard an interruption in the audio 40 seconds before it was sent - did you hear any issue there, or did it all sound fine?

Thanks also for confirming that upgrading back to S2 brought the issue back.

I was trying to switch the output source from spotify connect to airplay, thats probably why. But other than that no issue.

With diagnostics, lets say next time i upgrade to S2 and do the diagnostics. Should I expect someone from your team automatically will analyse it and contact me?or how does this work?

Hi ​@iJonathan 

OK great - good to hear!

No-one at Sonos would be made aware that you had just submitted diagnostic or contact you, no, but you can submit them at any time you like - ideally, straight after experiencing an issue - and then get in touch with us later at your own convenience. You can contact us via phone or online chat (though subsequent contact can then be made by email). Each diagnostic contains many system logs from each speaker (commands given, streams played, errors produced, interference seen, etc.). When you give us the diagnostic number, we will see a snapshot of your system as it was when you submitted the diagnostic and analyse things from there. Some logs persist for many days, some only persist for 10-20 minutes, which is why we prefer to see a diagnostic made immediately after the issue occurs. It also makes it much easier to find the relevant log entries.

I hope this helps.