Starting a week ago, Amazon Music no longer works on my Sonos 1 system!!

@THill182,
Update: I played an assortment of tracks and playlists from Amazon Music on the S1/Play:1 till shortly before 7pm local time (non-stop) but didn’t encounter the issue. So that hasn’t revealed anything, but I did see this report in the community. See link:

But that is slightly different (I think 🤔?) and relates to saved Amazon playlists/tracks as Sonos favourites etc. So just wondering if this is perhaps also the issue reported here in this thread?

Ken: Really appreciate the investigations. Frankly, still a total mystery. Perhaps it is the combination of specific equipment? As I wrote, I will try again this weekend, after my Amazon Unlimited as expired. If the problem persists, I will inventory the specific equipment/stations/rooms. Also will figure out how to record extended log-info.

Will definitely keep you posted! 

Thanks again!

There was a Sonos S1 App/Firmware update this evening - so if you haven’t done that update yet, that might be worth checking out and seeing if that might fix the issue for you.🤞

Well, what do you know: I applied the latest S1 Firmware update this morning -- and now it works. Unfortunately, at the same time my Amazon Unlimited lapsed as of yesterday, so I still have two possible root causes -- but I am a happy guy. 

I wonder if there is anyone from SONOS monitoring this forum and conversation, and could confirm that the latest Firmware update fixed an issue that would have enabled continuous streaming on the S1 system with many rooms? Would be good to know so I can get Amazon Unlimited back….

Thank you Ken!!

Bummer, the exact same symptoms are back, BUT:

• Everything was working great, then I went for a short trip for a week last week, and when I came back it returned to the same problems
• Turns out that Amazon extended my “Unlimited” (with Ultra hid HD or something like that) for 30 days for free, and with that the same symptoms returned (skipping songs, going only to a few of the speakers at a time, shifting across them; everything works fine with Pandora, was working fine with Amazon before unlimited, and is also working great with my music library)

So at this point I am 95% certain that the problem has to do with Amazon’s “high-HD encoding”; I looked at the error logs and saw today: 

Saturday, November 27, 2021 - 4:55 PM Central Time
Unable to play 'Take Five' - the song is not encoded correctly.

Saturday, November 27, 2021 - 4:55 PM Central Time
Unable to play 'Take Five' - the song is not encoded correctly.

Saturday, November 27, 2021 - 5:01 PM Central Time
Unable to play 'America' - the song is not encoded correctly.

Saturday, November 27, 2021 - 5:06 PM Central Time
Unable to play 'Kind & Generous' - the song is not encoded correctly.

Saturday, November 27, 2021 - 5:16 PM Central Time
Unable to play 'River' - the song is not encoded correctly.

Saturday, November 27, 2021 - 5:19 PM Central Time
Unable to play 'Highwayman' - the song is not encoded correctly.

Saturday, November 27, 2021 - 5:19 PM Central Time
Unable to play 'Highwayman' - the song is not encoded correctly.

Saturday, November 27, 2021 - 5:24 PM Central Time
Unable to play 'Feeling Good' - the song is not encoded correctly.

Saturday, November 27, 2021 - 5:25 PM Central Time
Unable to play 'King of Carrot Flowers Pt. 1' - the song is not encoded correctly.

Anyone from Sonos paying attention to this conversation?

It must be something related to your local network and it ‘not liking’ the Amazon service - maybe it’s not coping with the 16/44 encoded files that Amazon falls back to for your older S1 setup. The S1 and S2 system I use here, still appears to be okay so I’m guessing it must be something on your network, possibly to do with the Velop Hubs mentioned earlier.

Are you running all with just one Sonos device wired to the main Velop Hub only when it’s in router mode, or are you running the Velop system bridged off another router and have the Sonos device wired to that router instead? Also if there are any switches in the mix (managed or unmanaged) consider changing those, or any connecting cables. 

There hasn’t been that many complaints here about the Amazon Music service in recent times to make anyone think there is a problem with that service - so I would definitely look into the matter as it possibly being something local to yourself… if practicable, even try your S1 setup on a different LAN, with the Velop system switched off.. to try to rule it out. The fact other devices connect to the internet is somewhat irrelevant as it’s the communication between all the Sonos devices across the LAN, not just their ability to access the internet that makes it different to most other network linked products.

So I have a COX modem for voice and internet and TV; that is plugged by wire into the VELOP system, which has a default setup that was also recently changed by my employer for better end-point-security. One of the S1 Amplifiers is plugged into the Velop node that is plugged into the Cox modem. So -- many moving parts.

Let me try to move the Sonos system directly to the Cox system next. Actually, I may just wait for 30 days until my Unlimited trial expires and see if things start to work again -- which for the time being solves my problem….

Will keep you posted.

I assume if the Cox device is a router, that it’s own WiFi network is switched ‘off’ and that the Velop Hub is set one metre or so away from the Cox device. Also that the wired Sonos device is a metre away from both, as that’s normally where most interference can arise if they are close to each other.

That said, I too would choose to cable one Sonos device only to the Velop primary hub and ensure the SonosNet channel is set to the least used channel.

One thing to not do, is wire another Sonos product to a secondary Hub as that can cause issues. It’s also best to not have any WiFi credentials saved in the Sonos App ‘Settings/System/Network/Manage Network’ area, although that is unavoidable if using any Sonos ‘Portable’ products, like the ‘Roam’ or ‘Move’.

The Chicago Tribune (Dec 2021) reports “ Sonos speakers support up to 16-bit audio, which means some high-res audio formats can’t be played back. This won’t be a problem for most users, but audiophiles with 24-bit audio files may need a different solution (like Sonos’ competitor, Bluesound).”

I think thats what they call ‘fake news’ many Sonos products Support 24-bit audio.

The Sonos devices that support 24-bit streaming audio are:

• Roam
• Arc
• Beam (both generations), 
• Five
• Sub (all generations), 
• Move
• One
• One SL
• Port
• Amp
• SYMFONISK Bookshelf
• SYMFONISK Table Lamp
• Play:5 (Gen 2)
• Connect (Gen 2) (Summer 2017–> onwards)
• Connect:Amp (Gen 2)
• Note: Using Qobuz - the older Playbar supports 24bit streaming audio too.