Contributor I

Answered

Amazon music "missing required information"

Forum|Forum|4 years ago
May 7, 2022
28 replies
4708 views

For years amazon music has worked fine without issue.

Within the last few weeks it keeps failing raising an error message:

Your Amazon account is missing required information. Please go to music.amazon.com on a computer web browser and update your information. It may take several minutes for your account information to update.

Going to music.amazon.com doesn’t show anything thats an issue, the account is up to date and can play just fine through amazon.

I can remove the amazon account from sonos, then re-add it, and music will work fine for a couple hours then fail again with the same error.

Having to do that repeatedly is a giant pain.

Any help on how I can get back to this just working?

Amazon Music

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Best answer by eandy

I’ve seen this issue raised a few times in the last few days.

I now suspect the issue is due to some authentication token between Amazon Music and Sonos that needs refreshed.

Rather than removing and re-adding Amazon Music, what happens if you just reauthorise Amazon Music from within the Sonos app?

After reauthorising, wait a few minutes before attempting to play from Amazon Music.

Actually, this did work for me.

#tldr - Go into your Sonos App and re-authorize Sonos to use Amazon and wait 5-10 minutes for the change to propagate.

NOTE: I FIXED THIS WITHOUT REBOOTING ****ANYTHING****.

Thank you Mr T

== here’s what I did to verify this is the correct solution ==
I have two rooms

Room A (2x Play 1)
Room B (Play 5)

I originally had a problem with Room A where I got the “Your Amazon account is missing required information.” message.

I tried the following with no success

Restart Sonos IOS App.
Logged into Amazon desktop app and started playing the same song that I wanted to play on my Sonos Room A. Successfully played in the Amazon Desktop app. Stopped player before leaving.****
Logged into Amazon web player on desktop and played the same song and it worked.
Logged into the Amazon web app and looked at music authorized devices (didn’t see sonos)
Looked at software versions in IOS app to ensure that all sonos devices are on the latest version.

then I did this (which didn’t work immediately)

Looked at “Services & Voice” in the IOS app and re-authorized the Sonos app to work with Amazon. This didn’t work immediately in Room A. I kept reading and researching and then realized I had another room I could try. I tried Room B (about 5 minutes had elapsed since I re-authorized) and Room B worked. I then tried Room A and it worked.

I believe based on this experience that Mr T.’s belief is probably correct. An authorization token probably expired and had to be refreshed. This might have been due to a system update in Amazon’s infrastructure.

**** stopping the Amazon player before leaving it is critical as it appears that Amazon has shifted their player policy to only allow one instance of the player across all devices (IOS APP, web player, desktop player, sonos or other integration). This appears to be motivated by driving new subscription sales - i personally don’t subscribe. Here’s a reference Music Help: Amazon Music Unlimited Streaming Limits on Multiple Devices

Airgetlam

I’m going to hazard a guess that there is some sort of variable/random wifi interference that is causing your speakers to lose connection with the Amazon servers. Hard to tell, specifically, but I’d start with a simple refresh of the network, and a refresh of all the various devices. Sounds more ominous than it is, simply unplug all Sonos devices from power, then reboot your router. Once the router comes back up, plug back in the Sonos devices to the power.

However, it’s possible this doesn’t solve the issue, but it won’t hurt anything, either. But if it doesn’t help, submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it.

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 phone folks, they have tools at their disposal that will allow them to give you advice specific to your Sonos system and network.

Bruce

Mr. T

I’ve seen this issue raised a few times in the last few days.

I now suspect the issue is due to some authentication token between Amazon Music and Sonos that needs refreshed.

Rather than removing and re-adding Amazon Music, what happens if you just reauthorise Amazon Music from within the Sonos app?

After reauthorising, wait a few minutes before attempting to play from Amazon Music.

Airgetlam

The process of removing the streamer, then adding it back in would include a reauthorization through the Amazon auth token server.

Which is why I am thinking more about periodic loss of contact, rather than an auth failure.

Bruce

Stanley_4

Grand Maestro

I just switch to my music library for a few minutes to an hour. When I try Amazon again the problem clears without me doing anything and Amazon is good for another few days.

E

eandy

Contributor I

I’m going to hazard a guess that there is some sort of variable/random wifi interference that is causing your speakers to lose connection with the Amazon servers.

[omitted]

umm, no. I’m glad you know how to spell wifi - but gave a non-answer using technical jargon. You clearly didn’t have the problem, didn’t solve it and said nothing other than “reboot it”.

Your diagnostic/support approach is however very insightful.

E

eandy

Contributor I

I’ve seen this issue raised a few times in the last few days.

I now suspect the issue is due to some authentication token between Amazon Music and Sonos that needs refreshed.

Rather than removing and re-adding Amazon Music, what happens if you just reauthorise Amazon Music from within the Sonos app?

After reauthorising, wait a few minutes before attempting to play from Amazon Music.

I just tried re-authorizing and the problem did not go away.

E

eandyAnswer

Contributor I

I’ve seen this issue raised a few times in the last few days.

I now suspect the issue is due to some authentication token between Amazon Music and Sonos that needs refreshed.

Rather than removing and re-adding Amazon Music, what happens if you just reauthorise Amazon Music from within the Sonos app?

After reauthorising, wait a few minutes before attempting to play from Amazon Music.

Actually, this did work for me.

#tldr - Go into your Sonos App and re-authorize Sonos to use Amazon and wait 5-10 minutes for the change to propagate.

NOTE: I FIXED THIS WITHOUT REBOOTING ****ANYTHING****.

Thank you Mr T

== here’s what I did to verify this is the correct solution ==
I have two rooms

Room A (2x Play 1)
Room B (Play 5)

I originally had a problem with Room A where I got the “Your Amazon account is missing required information.” message.

I tried the following with no success

Restart Sonos IOS App.
Logged into Amazon desktop app and started playing the same song that I wanted to play on my Sonos Room A. Successfully played in the Amazon Desktop app. Stopped player before leaving.****
Logged into Amazon web player on desktop and played the same song and it worked.
Logged into the Amazon web app and looked at music authorized devices (didn’t see sonos)
Looked at software versions in IOS app to ensure that all sonos devices are on the latest version.

then I did this (which didn’t work immediately)

Looked at “Services & Voice” in the IOS app and re-authorized the Sonos app to work with Amazon. This didn’t work immediately in Room A. I kept reading and researching and then realized I had another room I could try. I tried Room B (about 5 minutes had elapsed since I re-authorized) and Room B worked. I then tried Room A and it worked.

I believe based on this experience that Mr T.’s belief is probably correct. An authorization token probably expired and had to be refreshed. This might have been due to a system update in Amazon’s infrastructure.

**** stopping the Amazon player before leaving it is critical as it appears that Amazon has shifted their player policy to only allow one instance of the player across all devices (IOS APP, web player, desktop player, sonos or other integration). This appears to be motivated by driving new subscription sales - i personally don’t subscribe. Here’s a reference Music Help: Amazon Music Unlimited Streaming Limits on Multiple Devices

J

jms_1

Contributor I

I think I'll cancel the Amazon account.

F

fokakis1

Lyricist I

I began having the same issue about two weeks ago. Sonos players are connected to the network via ethernet and play all other music services without issue. My other devices (laptop, phones, and Control4) stream Amazon Music without issue. This problem ONLY occurs with Amazon Music on Sonos. I have reauthorized Amazon Music, removed Amazon Music and re-added, removed my zone players and re-added, rebooted all network devices, and made sure all components were up to date. I listen every day, and the problem occurs almost daily. Please help.

Ken_Griffiths

This is apparently happening on other non-Sonos devices too. See this link

https://support1.bluesound.com/hc/en-us/community/posts/5794247084951

This looks to me like it is an Amazon account issue with their authorisation token. Maybe speak to your local Amazon customer support and see if they can perhaps resolve the issue at their end.

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