My Sonos Move is grouped but not playing music, although the app says it is playing, showing its volume control and all. It responds to voice commands, like “hey Sonos, play music”, and responds back like “awesome” or “good choice” and all grouped speakers starte playing except the Move. Again, the App shows it is playing with song name and everything. See below. This is extremely frustrating. Please help!
Best answer by Airgetlam
I’d certainly check to see that the Move has been updated with the latest software, and then try a reboot of it, by powering it off completely, then starting it back up. Not a full factory reset, though.
If that didn’t work, I’d submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it. But don’t post the resulting diagnostic number here, they get sensitive about GDPR.
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 certainly check to see that the Move has been updated with the latest software, and then try a reboot of it, by powering it off completely, then starting it back up. Not a full factory reset, though.
If that didn’t work, I’d submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it. But don’t post the resulting diagnostic number here, they get sensitive about GDPR.
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.
A further thought, if it transpires that the Move firmware is up-to-date, maybe try grouping things in a different order. Change the group co-ordinator.
So if you grouped the rooms together starting with Den (just as an example), then ungroup them and regroup starting with another room, like ‘Family Room’ and see if that might fix your playback issue.
If you can (and it’s not always possible), start the group with a wired speaker, so it is the coordinator, and group the unwired (WiFi connected) devices. Or, if all are WiFi connected, start the group with the one that you think has the best connection to your router, which may, or may not be the closest…WiFi is odd, sometimes.
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