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Alonzo Mosley
Alonzo Mosley
Headliner I
September 11, 2022
Answered

Unable to Browse /Add to Queue

  • September 11, 2022
  • 11 replies
  • 195 views

This week’s issue.

I have lost the ability to play any internet radio, playlists, etc., on Sonos Radio, Amazon Music, radioPup, SiriusXM, or TuneIn.

I can browse, but when I select, depending on the service, I get an “Unable to add music to the queue” message, an “Unable to play the selected item” message, or, in the case of Sonos Radio, nothing happens.

I have unplugged all my speakers, rebooted the router, and rebooted the speakers.

Diagnostic 1859730827

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Best answer by Corry P

Hi @Alonzo Mosley 

Thanks for your post!

The diagnostic is reporting a possible issue with your Boost’s ethernet cable (I say “possible” because it’s possible you unplugged the cable 3 times in one minute intentionally), so I recommend you try a replacement.

I hope this helps.

11 replies

Ken_Griffiths
Ken_Griffiths
September 11, 2022

I would first try a sequential reboot of your network and devices to eliminate the potential for it being a duplicate IP addressing issue, which is what it sounds like maybe happening here, but that’s a guess at this stage based on what you’ve mentioned in your initial post.

So perhaps try this …

Simply switch off all and switch them back on in this sequence:

  • Modem/Router
  • Boost or Other Cabled Sonos Speakers/Devices
  • Wireless Sonos Speakers/Devices (nearest first, to the furthest away from the router)
  • The Sonos Controller Device(s)
  • Your other network and home devices

Allow a couple of minutes for each Sonos device to establish a stable connection before moving onto switching-on the next device. Let your 'rebooted' network settle for 10 minutes or so and then run your tests to ensure everything is then working as it should be.

Alonzo Mosley
Alonzo MosleyAuthor
Headliner I
September 11, 2022

I have unplugged all my speakers, rebooted the router, and rebooted the speakers.

 

Thanks, but… the only difference was I restarted Sonos devices from furthest to closest.

Dan: You're gonna need to get someone to fix my computer. Kim: What's wrong with it? Dan: It's in several pieces on my floor.
    buzz
    buzz
    Grand Maestro
    September 11, 2022

    Thanks, but… the only difference was I restarted Sonos devices from furthest to closest.

    If the most distant SONOS is not wired and is beyond wireless coverage from another SONOS unit, this sequence might not work. 

      Alonzo Mosley
      Alonzo MosleyAuthor
      Headliner I
      September 12, 2022

      That would be weird because the wireless radio is the one thing that has worked flawlessly for five years. Until yesterday.

      Dan: You're gonna need to get someone to fix my computer. Kim: What's wrong with it? Dan: It's in several pieces on my floor.
      buzz
      buzz
      Grand Maestro
      September 12, 2022

      We cannot rule out hardware failure. Another possibility is a neighbor installed something that causes interference.

      Alonzo Mosley
      Alonzo MosleyAuthor
      Headliner I
      September 12, 2022

      I would understand if interference was impacting one speaker, but this is at the interface level?

      Dan: You're gonna need to get someone to fix my computer. Kim: What's wrong with it? Dan: It's in several pieces on my floor.
      Corry P
      Corry PAnswer
      Sonos Staff
      September 13, 2022

      Hi @Alonzo Mosley 

      Thanks for your post!

      The diagnostic is reporting a possible issue with your Boost’s ethernet cable (I say “possible” because it’s possible you unplugged the cable 3 times in one minute intentionally), so I recommend you try a replacement.

      I hope this helps.

      "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
        Alonzo Mosley
        Alonzo MosleyAuthor
        Headliner I
        September 13, 2022

        It’s a fairly new cable. I had rebooted the router and unplugged the speaker “recently” before the diagnostic - would that present the same? Or is that definitely tied to a hard CAT link?

        Dan: You're gonna need to get someone to fix my computer. Kim: What's wrong with it? Dan: It's in several pieces on my floor.
        Corry P
        Corry P
        Sonos Staff
        September 14, 2022

        Hi @Alonzo Mosley 

        It’s a fairly new cable. I had rebooted the router and unplugged the speaker “recently” before the diagnostic - would that present the same? Or is that definitely tied to a hard CAT link?

        If by “unplugged” you’re referring to the power cable, then that is not what the Boost is reporting - it’s reporting 3 ethernet cable disconnects in the space of one minute.

        "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
        buzz
        buzz
        Grand Maestro
        September 14, 2022

        Hi @Alonzo Mosley 

        It’s a fairly new cable. I had rebooted the router and unplugged the speaker “recently” before the diagnostic - would that present the same? Or is that definitely tied to a hard CAT link?

        If by “unplugged” you’re referring to the power cable, then that is not what the Boost is reporting - it’s reporting 3 ethernet cable disconnects in the space of one minute.

        Sometimes I find that new cables are difficult to fully seat in the jack -- leading to intermittent connections.

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