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TJHooker23
Contributor I
June 20, 2021
Answered

Playback paused because your account is being used in another location

  • June 20, 2021
  • 18 replies
  • 3390 views

I have this error when using YT Music Premium on Sonos:

"Playback paused because your account is being used in another location."

I have no problem to use YT Music on any other device. Just on Sonos I get this error.

I contacted Google support who referred me to Sonos support.

I rebooted all devices, modem, smartphone, Sonos, I have 100mbps Internet at home and strong WiFi.

"Your confirmation number is: 719196082."

 

 

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Best answer by Corry P

Hi @TJHooker23 

As I am listening to YouTube Music on my Sonos speakers right now, I can only recommend you get in touch with our technical support team, who have tools at their disposal that will allow them to give you advice specific to your Sonos system and do some real-time troubleshooting with you. 

18 replies

Corry P
Corry P
Sonos Staff
June 21, 2021

Hi @TJHooker23 

Welcome to the Sonos Community!

Please remove YouTube Music from Sonos and add it again:

Remove a music service account from Sonos

Add a music service to Sonos

I hope this helps.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
TJHooker23Author
Contributor I
June 21, 2021

Hi @Corry P 

I did this three times, I also uninstalled and reinstalled YT Music and Sonos Apps, removed YT Music Service, rebooted smartphone and Sonos boxes, …

Spent two hours with Google Support Chat.

So far, nothing helped.

Thank You.

Tobias

    Corry P
    Corry P
    Sonos Staff
    June 21, 2021

    Hi @TJHooker23 

    Unfortunately, the diagnostics don’t say much more than the app does, in this instance. It seems likely that YouTube Music is applying different restrictions to third-party integrations, but also that this account is in use somewhere else - it’s just that your Google devices and Apps don’t “see” this as an issue.

    Is your YouTube Music account signed into any other third-party devices, possibly in a different location? If a device was paused instead of stopped, it may explain what’s happening here.

    "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
    TJHooker23Author
    Contributor I
    June 21, 2021

    I checked my Google account, and I have only two devices, an Android phone Samsung Galaxy, and a Windows 10 laptop. Both are in the same location WiFi VDSL2 100mbps. Laptop is switched off. Still the problem that I can play YT Music Premium (9,99 Euro per month) on the Android App, or on the Windows 10 browser, but not on Sonos. I have a Sonos Play:3, Sonos Beam with Sub and 2 One SL, and a Sonos Move.

    I used Sonos for several years with Google Music which became YT Music Premium, but a few days ago it just stopped.

    Please assist.

    Corry P
    Corry PAnswer
    Sonos Staff
    June 21, 2021

    Hi @TJHooker23 

    As I am listening to YouTube Music on my Sonos speakers right now, I can only recommend you get in touch with our technical support team, who have tools at their disposal that will allow them to give you advice specific to your Sonos system and do some real-time troubleshooting with you. 

    "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
    TJHooker23Author
    Contributor I
    June 21, 2021

    Yes, I chatted with Sonos support yesterday for one hour, and they gave me a case number and a specific phone number to call, but once the chat closed, I lost everything. Could you please send me a PM with case and phone?

    Corry P
    Corry P
    Sonos Staff
    June 21, 2021

    Hi @TJHooker23 

    Sure. Just a moment...

    "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
    TJHooker23Author
    Contributor I
    June 23, 2021

    Yes, I chatted with Sonos support yesterday for one hour, and they gave me a case number and a specific phone number to call, but once the chat closed, I lost everything. Could you please send me a PM with case and phone?

    @Corry P It still works only partly after having an extensive support call with Sonos.

    After rebooting all Sonos devices over and over again, the YT Music Premium streaming works for a number of songs. However, for some artists and songs I still get the same error message. Specifically for “Alvaro Soler Summer 2021”. I never manage to start it from Sonos, though it works on the YT Music App on the smartphone. After some attempts to play Alvaro Soler on Sonos, it blocks also other artists.

    I know this is a very strange behaviour, but I could reproduce this several times, and I am an ICT professional having Google and Sonos for many years.

    Please check and assist.

    One strange thing is that this Album is called differently in other countries, like in Italy it is called “Estate 2021” which is the Italian term for “Summer 2021”. That should not prevent Sonos of playing it. I switched also the language of my Smartphone to Italian, but still not streaming.

    Thank You

    Corry P
    Corry P
    Sonos Staff
    June 23, 2021

    Hi @TJHooker23 

    After rebooting all Sonos devices over and over again, the YT Music Premium streaming works for a number of songs. However, for some artists and songs I still get the same error message. Specifically for “Alvaro Soler Summer 2021”. I never manage to start it from Sonos, though it works on the YT Music App on the smartphone. After some attempts to play Alvaro Soler on Sonos, it blocks also other artists.

    I know this is a very strange behaviour, but I could reproduce this several times, and I am an ICT professional having Google and Sonos for many years.

    Please check and assist.

     

    It’s good to hear that you can now play from YouTube Music on your Sonos speakers!

    I’m not sure what more I, or we, can do. When it comes to streaming, we make sure the speaker does as expected and that the network is sufficient for playback. If any track on YouTube will play on Sonos, then the reason for another track not playing simply has nothing to do with anyone other than YouTube (if it’s repeatable with particular tracks, as you said). 

    The issue is isolated to Sonos because YouTube keep a separate server for handling requests made via Sonos devices, but it is still YouTube’s server.

    For what it’s worth, I found “Summer Vibes 2021” by Alvaro Soler on YouTube Music and I am able to play it on Sonos (in the UK). Do you know anyone in Italy with YouTube Music and Sonos? If so, perhaps you could ask them to test playback too.

     

    "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
    TJHooker23Author
    Contributor I
    June 23, 2021

    @Corry P I suggest you touch base with YT Music Premium Support. I will send you the ticket number by PM.

    For the problem, it remains as I explained. The Album is called “Alvaro Soler Summer Vibes 2021” in the YT Music App, and pleays without problem on Android or Laptop.

     

    On Sonos, the same Album is called in the re-authenticated YT Music account (same user-id) “Alvaro Soler Estate 2021”, and I always get an error message.

     

     

     

     

     

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