Skip to main content
User499759
Contributor I
October 13, 2017

Sonos/Echo Amazon music not playing - Unsupported format

  • October 13, 2017
  • 15 replies
  • 1007 views
My wife tried to play the Man from Uncle Soundtrack via Echo integration with Sonos. It appears to have kicked off correctly since when I go into the Sonos app it pops up the the message that is attached.

Any thoughts?

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.

15 replies

Show previous replies
Caseyfinn
Trending Lyricist I
November 14, 2018
I finally got a canned email back from Amazon, blah blah "I am sorry to hear that you have trouble to play Unlimited Music on your Alexa properly. I am here to help you with this.
Please be informed that this usually does not happen. However, it seems there is some technical error causing this.
There is no need to concern about it. To resolve this issue at the earliest, we need to perform some Advance Troubleshooting which can be possible only via Call or Chat."

Tried to chat several time but just waited and waited. I plan on trying again. but this is clearly an Amazon issue. I play songs on my Echos and watch the Alexa app and it also skips song with errors (not as specific as the above ones, they look like this:




I have a couple of friends who are also seeing this with amazon music as well.

I'd suggest we all start contacting them:

We're available 24 hours a day, 7 days a week to help you with this.​
By phone: https://www.amazon.ca/clicktocall
If you prefer to chat with one of our customer service representatives, please reach out to us through the link below:
https://www.amazon.ca/clicktochat-alexachatsupport

If I do get connected I'll post what I hear.
    Caseyfinn
    Trending Lyricist I
    November 15, 2018
    FWIW...I spent about 90 mins on chat with Amazon support this evening....did a variety of things,

    In the end he says to me 'oh, I've been made aware that others here are also dealing with others with this same issue, we are working on the issue now'

    Shame we wasted this time. I sent screenshots of errors and said from the outside it looks like a server side issue. And it appears it is.
    Ger75
    Trending Lyricist I
    November 15, 2018
    FWIW...I spent about 90 mins on chat with Amazon support this evening....did a variety of things,

    In the end he says to me 'oh, I've been made aware that others here are also dealing with others with this same issue, we are working on the issue now'

    Shame we wasted this time. I sent screenshots of errors and said from the outside it looks like a server side issue. And it appears it is.

    It’s actually helpful to know they are doing something. Thanks for reporting! Also, this is a reminder of why we should own the music we love. These music services are only that: a service. When they stop working, no more music!
    Caseyfinn
    Trending Lyricist I
    November 15, 2018
    I kept my huge collection of vinyl..even my old cassettes and 8 tracks. But the convenience of just asking for any song I want is pretty nice..:D

    When I’m feeling nostalgic I’ll blow the dust off a record...
    djnealy
    Contributor I
    February 3, 2019
    I starting having the same issue yesterday. If I request a song from my echo, it plays. If I request the same music from Alexa via my Sonos one, I get an error. The day before it worked perfectly then boom, it doesn’t work.
    Terms & ConditionsAccessibility statement