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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

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Corry P
Corry P
Sonos Staff
June 23, 2021

Hi @TJHooker23

As this is an issue you are currently experiencing, and to close the loop correctly, it would be better for you to make and maintain direct communication with YouTube Music. If YouTube need further clarification from us they will then reach out via their own internal channels.

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

Well, for me this sounds similar to this case:

An Album is called differently in the US, the UK, and EU countries, and Sonos is just searching the wrong album on the YT integrated service.

As YT Music App is playing the Album perfectly, this is a Sonos bug.

 

controlav
controlav
Lead Maestro
June 23, 2021

Well, for me this sounds similar to this case:

An Album is called differently in the US, the UK, and EU countries, and Sonos is just searching the wrong album on the YT integrated service.

As YT Music App is playing the Album perfectly, this is a Sonos bug.

 

No. Sonos do not do the search here (how could they without full access to the YT database?), YT do the search at Sonos’ behest. And they do it wrongly (like so many other things with their Sonos integration).

I agree that it sounds a lot like the link you posted.

Author of the leading independent Sonos apps for Android, MacOS, iOS, Windows and Xbox.
TJHooker23Author
Contributor I
June 23, 2021

@controlav@Corry P 

Thank you for reaching out. I understand all the technical details, I studied computer sciences 30 years ago, and since work as ICT professional, I did ISACA CISM and ISC2 CISSP in 2009, and continue to work in ICT as Senior Manager.

How can you leave end users with the suggestions to “check your WiFi” and “reboot your Sonos boxes” when the underlying problem is known for years?

What can I do as end user to improve the way the Sonos back-end servers are connecting to the YT back-end servers?

Please escalate this to Tier 2 or above.

    Corry P
    Corry P
    Sonos Staff
    June 24, 2021

    @TJHooker23 

    I understand we have narrowed down the issue from it not being a global YouTube Music issue with your Sonos, but to a specific track(s) that you are experiencing. Sonos provides a platform for music services to play through the Sonos system. When you search for a song through YouTube Music, you are searching in their database. This is why we would recommend contacting YouTube Music as they have direct authorship over their database and can investigate directly.

    How can you leave end users with the suggestions to “check your WiFi” and “reboot your Sonos boxes” when the underlying problem is known for years?

    These are standard troubleshooting steps to take, and at the time you couldn’t play any tracks, so it was unclear where the problem was. The issue of particular albums/tracks not being available can only be fixed by YouTube.

    What can I do as end user to improve the way the Sonos back-end servers are connecting to the YT back-end servers?

    Directly? Nothing. Indirectly, you could let YouTube know how you feel - they may work towards doing that if they receive a high volume of contact from customers on the subject.

    Please escalate this to Tier 2 or above.

    As community moderators we don't deal with Sonos Customer Care or with YouTube Music directly. Any escalations are handled on a case-by-case basis by these respective teams.

    "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
      TJHooker23Author
      Contributor I
      June 25, 2021

      Thank You, I should still recommend that you track those issues as “Known Issues with YT” and not as “Answered” or “Solved”.

      I will get back to YT Music Support.

      For Sonos Support, I have also a ticket open with them, but I assume there is no point to push this up.

      Greetings from sunny Italy.

       

      TJ

        macboots
        Lyricist I
        August 27, 2021

        Same issue in Japan. Super annoying.

          TJHooker23Author
          Contributor I
          August 27, 2021

          YT Music Support denies that the problem even exists. They claim to have given me a 5 Euro rebate on the next month YT Music subscription, but changed at the same time the billing period, so I paid more than without complaining to them.

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