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For the past few days I have been unable to pay music from Amazon Music on any of my Sonos speakers. I get an error: “Can’t play “song name”. It’s encoded at unsupported sample rate 3145728000 Hz.”

  • I have tried removing and adding AMZN service.
  • I have the latest App and Firmware updates. (This was happening before and after most recent app update)
  • My AMZN service is working fine on other devices.
  • I have powered off/on each speaker.
  • I have powered off/on my phone and even restarted my Internet connection.

Has anyone had this issue and been able to resolve? I have searched the FAQs and community and haven’t found anything recent on encoding errors that look like what I’m seeing. Screen grab attached.

 

I think you may have missed one key step in your reboot sequence. 

Try unplugging all Sonos devices again. While they are unplugged, reboot your router. Wait a couple of minutes for it to come up, then plug back in your Sonos devices. wait another couple of minutes before testing.

If, however, this doesn’t work, I would recommend that you submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it. 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.

Just tried to play that here and had no issues.

Hope the full reboot works!

 

I am having the exact same issue right now and seeing it come up for another user I’m wondering if there has been an software update that is glitching. My system is set to auto updates but it’s all the playing platforms including Sonos playlists it is doing this with.

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