Problem streaming Apple Music

What did the folks at Sonos suggest when you contacted them?

I have a proble with my Sonos one player. When I as Alexa to play Apple Music it plays music. But when I ask for any song or artist it just says “Cannot find in Apple Music”. This has been going on for some time, Sonos told me that the problem was with Amazon but they are not responding to my requests. 

What troubleshooting steps were tried with you when you spoke to Sonos Support Staff before they diagnosed the issue was an Amazon problem? - I ask, because there’s no point in just going over the same old ground with you again, if you’ve tried the ‘usual’ things already, like removing the Sonos & Apple skills and deregistering your Sonos component devices and removing the sharing agreement etc.

Can you provide the detail of what was tried already, it might help save some time.

By the way have you tried telephoning Amazon Support? In my own experience of speaking to them in the past, I have always found them to be extremely helpful with these type of account-linking issues?

I have carried out all the recommended steps. It is an interesting situation. I have an echo input connected to a non Sonos speaker and that works perfectly with Alexa and Apple Music. My Sonos One seems to work with everything except finding songs, artists or my AM playlists. But if I ask to play Apple Music it does and the selection is clearly from music I have played before

Yes, IIRC it’s the same if you search for tracks too in the Sonos App, the results from the Apple Music will still appear and you can select them to play. You just need to get the AM service plugin interface to work.

I am normally an iOS device user and couldn’t get the Sonos AM service to work either, but I got hold of an Android device and installed the AM app and Sonos App on that device and connected it to my (existing) Sonos system and added the AM service using that device. It worked immediately... it then also began working on every device including my iPhone/iPad. That was from one of the fixes mentioned in other threads here in the community.

The AM service has worked for me ever since I followed that fix.

Well, I’ve also experienced many issues trying to play content from Apple Music on the Sonos app, the playing is stable but I get multiple message errors when I try to select a song, skip, resume or even pause, and my Sonos Roam disconnects, I’ll attach a photo so you have an idea, O can’t get a diagnostic right now because my Roam is powered off, but as soon as anything happens, I’ll do that     

Have have had the same problem, but Appel Music now works again, after being away from my Sonos app for approx. one day.

@Manu84 
That sounds a bit more like a local network connection issue, rather than a service issue - do you have an STP issue with your LAN router/switches perhaps🤔? - what router, or mesh system is it? Do you have switches across the LAN and are they managed/unmanaged?

Also have you tried changing the routers DNS? Perhaps try it using Google’s public DNS servers… 8.8.8.8 and 8.8.4.4.

Did you get this resolved? I'm having the same problem

for so many people to be having this issue, it is not a local issue to each user.  it would have to be something to do with the apple music account.  FYI if you originally setup you apple music using your phone number, apple music is going to make you switch it to an email.  i think personally that this change is what is messing with the system.