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KellyandAnn
Contributor I
May 20, 2021
Answered

Unable to play music

  • May 20, 2021
  • 1 reply
  • 83 views

Diagnostic #1912436882

unplugged router and Sono play bar still gives error code that device is unable to play Spotify/Amazon music. Anything showing on diagnostics?

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Best answer by James L.

Hi @KellyandAnn,

 

Have you recently upgraded to Amazon Music HD, and the issues started just after that? If so, we’re aware of an issue where Amazon Music tracks added to Sonos Playlists will fail to play after upgrading to Amazon HD. 

 

We have two possible workarounds for this:

  1. Recreate the Sonos playlist by searching for the respective Amazon music content and adding it to a new Sonos Playlist
  1. Recreate the playlist on Amazon Music Natively (either Amazon Music App or in a browser music.amazon.com/uk/de).

 

If this isn’t the case, or if this works for you, please let me know.

1 reply

James L.
James L.Answer
Retired Community Staff
May 21, 2021

Hi @KellyandAnn,

 

Have you recently upgraded to Amazon Music HD, and the issues started just after that? If so, we’re aware of an issue where Amazon Music tracks added to Sonos Playlists will fail to play after upgrading to Amazon HD. 

 

We have two possible workarounds for this:

  1. Recreate the Sonos playlist by searching for the respective Amazon music content and adding it to a new Sonos Playlist
  1. Recreate the playlist on Amazon Music Natively (either Amazon Music App or in a browser music.amazon.com/uk/de).

 

If this isn’t the case, or if this works for you, please let me know.

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