Answered

Sonos Move is visible, but doesn't play audio after inactivity

rysal
Userlevel 1
Badge

Hi Everyone,

I have a Sonos Move product that I often move around off the charging base. I’ve found that if I take it off a charger, stop playing media for 45min to an hour, maybe more, when I go back into the app on my phone OR attempt to play music through the Sonos app on my computer, the app will show the music being played but the device doesn’t play. Further, full comms seem to be there with the Sonos unit as I can view the device battery, make changes, etc. 

I reached out through social and was connected to Sonos’ external marketing team, then my message was passed to someone in Product, but I have not heard anything further. 

I’ve uploaded a quick video I was going to share with the product team, but never heard back. Here’s a link to the unlisted YT video (Sorry for sounding congested, finally caught the ‘Vid).

Any help insights would be appreciated.

 

 

icon

Best answer by Corry P 22 June 2022, 12:29

View original
This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.

42 replies

Ken_Griffiths

No. Still having issues with the Move. I have the latest version on the hardware and app. Still will not connect, sporadically.  All I use this speaker for is my turn table. When it works it’s great, but it doesn’t work. 
About to ‘Move’ this thing to the garbage. It’s a $400 speaker. I’m very very frustrated. 🫤

Your post needs a bit more information before anyone can suggest some things to perhaps try…

In what way is it not working - is it not BT ‘pairing’ with the Turntable, or is it not playing when it is paired? Or are you using RCA line-In for the TT via another Sonos product and if so, what WiFi band and channel is the Move using?

H

No. Still having issues with the Move. I have the latest version on the hardware and app. Still will not connect, sporadically.  All I use this speaker for is my turn table. When it works it’s great, but it doesn’t work. 
About to ‘Move’ this thing to the garbage. It’s a $400 speaker. I’m very very frustrated. 🫤

N

Yes, it looks like the latest update fixed the issue. Thanks!

W

The 14.10 update fixed it for me. Hopefully it fixed it for you as well.

Thanks Sonos for taking 2 months to solve the problem that you created (again).

Corry P
Userlevel 7
Badge +18

Hi Everyone!

With the release of update 14.10, we now consider this issue resolved. Should you continue to have related problems, please ensure your Sonos system is up to date, then get in touch with our technical support team.

Thank you.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
bockersjv
Userlevel 7
Badge +21

Have you updated your speakers to the 14.10 firmware released yesterday?

 

This seems to have solved the issue for me,

John

W

Hi everyone!

I’m just letting you all know that our developers are aware of this behaviour with our portable speakers coming out of suspend mode and that a fix will be available soon.

In the meantime, one or more of these steps should serve as a workaround:

  • Move the volume slider a bit either up or down in the Sonos App
  • Tap the hardware volume control on the speaker itself
  • Pause and resume playback (press pause, then play)
  • Wake the portable speaker with a button press before opening the Sonos App

I hope this helps.


 

Hey Corry P: Do you have any other workarounds as these aren’t working for me.

Ken_Griffiths

Not sure if this is related, but I am having issues with both my Moves.  When on the charger, they work fine.  When I take them to the patio/pool.  They will stop playing or play music for 2 seconds per minute...just constantly cutting out.  Powering off and then on usually fixes, but sometimes the speakers have to be cycled 2+ times to work.  I have these grouped with some Ones and a Roam.  Only the Move experiences the music cutting out.  Seems to happen with SiriusXM and Spotify.  As others have reported, the app shows the speakers online and playing.

 

Hopefully this is consistent with the problem being addressed.

I don’t think it’s the same issue reported here from what you have outlined - is it perhaps a case you have a separate WiFi access point, or WiFi extender out by the pool? My thoughts are your Moves are maybe using the 5Ghz band, which has limited reach and penetration.

It is working when you switch them off/on again because they then switch to a nearer access point… but that’s just a bit of a guess on my part.

You might find, if that is the case, that the speakers may work much better on the local 2.4Ghz Band instead and maybe set the channel-width to 20Mhz only… if using WiFi access points or extenders, then try setting those to use the same fixed non-overlapping channels as the main router (channel 1, 6 or 11) and ensure the channel-width is the same too (20Mhz, ideally).

That’s just my suggestion without knowing a little more detail about your network setup.

P
Userlevel 2
Badge +1

Not sure if this is related, but I am having issues with both my Moves.  When on the charger, they work fine.  When I take them to the patio/pool.  They will stop playing or play music for 2 seconds per minute...just constantly cutting out.  Powering off and then on usually fixes, but sometimes the speakers have to be cycled 2+ times to work.  I have these grouped with some Ones and a Roam.  Only the Move experiences the music cutting out.  Seems to happen with SiriusXM and Spotify.  As others have reported, the app shows the speakers online and playing.

 

Hopefully this is consistent with the problem being addressed.

M
Userlevel 5
Badge +6

I have the exact same problem. What I also experience is when this occurs to me with the move going to sleep as you stated, I get the same result,  but ir effects my entire system. I can't ay music through the Arc either. If I reboot the move, amazingly the music will return to the move and/or the arc.

N

I have the same issue. I just purchased the Move and pretty frustrated. After powering up from going to sleep, the Move appears as a Spotify Connect and Airplay target, but you cannot hear audio while streaming. I have to power cycle again to get it working. I may return this speaker before my return window expires. 

Ken_Griffiths

Despite my earlier post, thinking it was working, it’s not worked for a couple of weeks. The device is pretty much useless now. I’ve given up trying to battle with it.

 

sonos - get your act together.

It should work without issue when it’s on it’s charger loop, if not, you may have some other issue, perhaps? I have two Moves here and both work 100% on their charger. I would suggest keeping the ‘battery saver’ feature enabled when using off it’s charger. It will completely power off then when left inactive for 30mins+ and should power on when it’s returned to the charger etc.

R

Despite my earlier post, thinking it was working, it’s not worked for a couple of weeks. The device is pretty much useless now. I’ve given up trying to battle with it.

 

sonos - get your act together.

Ken_Griffiths

Workaround doesn’t really work for me, music starts playing suddenly after 4-5 minutes. And it’s been a more than a month. I have an expensive speaker chllin, and  no music. So I am also very disappointed.

In that case you are perhaps best to speak with Sonos Support Staff about the matter - here is a link to contact them:

https://support.sonos.com/s/contact

HTH

B

Workaround doesn’t really work for me, music starts playing suddenly after 4-5 minutes. And it’s been a more than a month. I have an expensive speaker chllin, and  no music. So I am also very disappointed.

Ken_Griffiths

I have exactly the same problem, really annoying and wish I hadn’t bought it. So disappointed in Sonos

Really?… Sonos have already acknowledged and said they will fix this… it only started a few weeks ago so it’s just a case of waiting for the update. Meanwhile, see workaround:

 

L

I have exactly the same problem, really annoying and wish I hadn’t bought it. So disappointed in Sonos

B

Same problem as you describe, started same time, tried same solutions.

Practically I no longer use my sonos move, since i cant reset the thing every single time i wish to use it :(

H

How is this not fixed yet. 

B

@rysal Thank you for starting this thread. I actually started another thread about this myself:

This has been very frustrating since it is an issue that Sonos introduced and even though there have been several updates, this still has not been fixed.

One thing I did was enable battery saver which will force the unit to shut down. While I have to manually start the unit again, the rebooting forces the unit to reconnect to the network and then becomes useable.

A

Hello,

Same issue for me for about 1 month. 
I thought it was a hardware issue, so happy to read it is a bug.
I hope it will be fixed soon!

bockersjv
Userlevel 7
Badge +21

Agree problems only occur when of the base. Once the start it takes a few hours, in my case, for both speakers to start working normally again.

Ken_Griffiths

I’ve been experiencing the same issues since the 14.6 update was released. The 14.6.1 update and 14.8 updates did nothing to resolve the issues.

But I found 2 interesting things whilst troubleshooting:

It you turn off the unit by holding down the power button for 6 seconds, it will turn off. Remove it from the base. The next time that you want to connect to the Move, just put it on the base. It will take 15 seconds for it to boot and you can usually connect on the first try.

I have always thought the problem mentioned here did not occur if the Move is on its charger-loop, as it should not ever fall into ‘sleep-mode’, it simply goes into ‘standby-mode’. In your post here you mention ‘removing it from its base’ - if it’s on the charger base/loop, it should be working okay anyway. At least it hasn’t affected the two Moves left on their charger in my case here. I’ve only ever seen the issue reported, when they’re taken off the charger-loop and allowed to fall into ‘sleep-mode’.

W

I’ve been experiencing the same issues since the 14.6 update was released. The 14.6.1 update and 14.8 updates did nothing to resolve the issues.

But I found 2 interesting things whilst troubleshooting:

It you turn off the unit by holding down the power button for 6 seconds, it will turn off. Remove it from the base. The next time that you want to connect to the Move, just put it on the base. It will take 15 seconds for it to boot and you can usually connect on the first try.

Also, if you set an alarm on the unit for say like 6AM. It will turn on at the appropriate time and play whatever station that you had it set to. At this point, you can change the station to whatever you wish.

bockersjv
Userlevel 7
Badge +21

Raised this and added diagnostics.  I am really frustrated that this has bricked my Moves for over a month.  Whilst I understand the team are working on it a timescale would help.  We’ve had 3 releases since this problem was created and in my case the workarounds do not work around the issue and so the moves are expensive doorstops. 

Terms & ConditionsCookie settings