Contributor I

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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

Show previous replies

controlav

Lead Maestro

Have you read the Amazon notes on https://status.sonos.com/ ?

Author of the leading independent Sonos apps for Android, MacOS, iOS, Windows and Xbox.

Master T

Prodigy I

Have you read the Amazon notes on https://status.sonos.com/ ?

I have, and my Sonos speakers have all been updated for more than a week. The problem persists.

Ken_Griffiths

Have you read the Amazon notes on https://status.sonos.com/ ?

I have, and my Sonos speakers have all been updated for more than a week. The problem persists.

I would maybe contact Amazon Support @Master T; as it appears they have apparently fixed this for some users reporting the issue here in the community, although I’ve also seen a couple of posts saying that the issue still occasionally returns, albeit on a less-frequent basis.

HTH

Master T

Prodigy I

Already did that a while back. I can’t objectively say whether the problem is happening more or less frequently than it was since then, as I had house guests and the system was generally less active than normal.

But it’s happened at least once today already.

Ken_Griffiths

Already did that a while back. I can’t objectively say whether the problem is happening more or less frequently than it was since then, as I had house guests and the system was generally less active than normal.

But it’s happened at least once today already.

I read it was affecting customers in Canada and a few other regions, so I’ve not seen the issue, but here’s hoping ‘they’ fix it for all soon.

A

Aclark1234

Lyricist I

NOTE: I do not own a Sonos product. But was thinking of switching when i started to have this issue also. I thought I would add this to the forum so people could see that it’s not just Sonos.

I have this exact same issue streaming Amazon Prime Music (the one the comes with prime membership) on the Bose sound touch app. It has been flawless for years but all of a sudden (starting in April) it comes up and says account missing information. I sign in and my Amazon music account and it is fine. If I wait a few mins and try to start streaming again it’s fine for another few hours.

I thought May have been some sort of change because I didn’t have the unlimited plan but I see from the posts that it is happening even if you have an unlimited account.

I sure hope they fix it is super frustrating. I have attached a screen shot from the Bose app when this happens.

If you scroll through the forums this is not a specific to one device issue. This is happening on TV’s, Sono’s, Bose etc. this is an Amazon issue.

Please fix

0686Q00000DnYYQQA3?asPdf=false&operationContext=CHATTER

V

Valynox

Trending Lyricist I

Hello,

I am experiencing issues with online streaming services as well.

For a few month, when I ask Alexa (from my Sonos One) to play some music, it won’t start. When I launch some music to be played from Amazon, it will start for a few seconds, and then move to the next song and so on. Sometimes, I receive a message saying that the song is not encoded properly.

And then I tried to play Sonos Radio, same, the commercial will play and then no music.

What is weird is that when I stream music from my local network (either from my Plex server or from the local library, both on the same Nas) it works perfectly.

I tried to re-authorize my Amazon Music account. No luck.

Airgetlam

I’d try a reboot of your router. It may need to grab updated DNS data from the internet, in order to be able to reach the various streaming servers. If that didn’t work, I’d suggest a diagnostic within ten minutes of an event, and a call to Sonos, who might be able to see something there.

Bruce

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