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mborella
Producer I
August 17, 2020
Question

YouTube Music "crashes" Sonos AMP.

  • August 17, 2020
  • 21 replies
  • 427 views

I just started using YouTube music and I am getting this error “YouTube Music: Unable to play the selected item.”  It has happened twice so far, both times on a song that I uploaded (different songs).  One time I was just sliding the progress meter to fast forward within the track.

It hosed my Sonos AMP, which became unresposive - could not cause it to play anything from the controller.  One time I had to reboot it, the other time I reset my controller and it came back.

I am using the S1 controller on Windows 10.  My system is on 11.2.2. I have not seen this behavior on Spotify or Google Play Music.

Any advice?

 

 

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    21 replies

    Simon B
    Simon B
    Retired Sonos Staff
    August 18, 2020

    Hi @mborella, Thank you for reaching out. Thanks for bringing this up, and we understand where you're coming from. Regarding your concern about your Youtube Music on that crashes on the Sonos App. I'll ask you to submit a diagnostic report for us to investigate further what could be causing this issue. You may reply to the thread with the confirmation number to assist you with this issue. 

    Let us know how you get on with the advice above.

    We're here to answer any further questions you have.

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    mborellaAuthor
    Producer I
    August 19, 2020

    Just had this happen again.  Had to reboot the AMP.  It is named “Office”.

    Here is the diagnostic, which I generated after rebooting: 1758663321

    Here is the error log: 

    Wednesday, August 19, 2020 - 10:43 AM Central Time
    Unable to play the selected item.
     

    Note that this has only happened so far with the AMP and Youtube Music.  Other streaming services work fine and my Internet is solid.  

    Thanks.

      Simon B
      Simon B
      Retired Sonos Staff
      August 19, 2020

      Hi @mborella, thanks for the update. I appreciate you taking the time to submit the diagnostic report. Upon checking on the diagnostic report, It shows Interference with the Sonos products. But everything else is fine. You may check this link on Reducing Wireless interference in Sonos. Have you tried to remove and read the Youtube Music on the Sonos app and check if that will work? if it doesn’t then we will check further. 


      Let us know how you get on with the advice above.

      We're here to answer any further questions you have.

       

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      mborellaAuthor
      Producer I
      August 19, 2020

      Sorry, but the wireless interference answer does not make a lot of sense.  This problem never happened before I started using Youtube music and only happens on Youtube music.  All other services work fine and have been working fine for months.  The last time someone told me I had wireless interface issues, the real problem turned out to be a bad speaker that was dropping out because it was faulty.  So I have to be skeptical.  

      I will try removing and readding the Youtube service though, so that's for that.

        Simon B
        Simon B
        Retired Sonos Staff
        August 19, 2020

        Hi @mborella, thanks for the update. I understand where you're coming from. If after removing and reading the Youtube Music service and it still doesn't work, Please let us know so we can further assist. 

        Let us know how you get on with the advice above.

        We're here to answer any further questions you have.

        Help others find useful content by clicking the like button and selecting the best answer to your question
        mborellaAuthor
        Producer I
        August 21, 2020

        Ok, the AMP crashed again.  I have noticed that this only seems to happen:

        1. On Youtube music
        2. When I am playing songs that I uploaded

        Streaming from the generic Youtube music library has not caused an issue yet.  I did that all day yesterday with zero problems.

         

        Again, my AMP disappeared from the controller and did not come back until I rebooted it.  What happened is this - I was streaming a song from my uploaded collection, paused it for 10 minutes, came back and unpaused it, and the AMP was unresponsive.  I have reproduced this issue several times.

         

        I think this is enough for Sonos engineers to look into.  What are the next steps?

          mborellaAuthor
          Producer I
          August 21, 2020

          Happened again - this time I paused the music for 5 minutes to take a call, it restarted playing fine, then the AMP crashed about 10 minutes later on a different song.

            mborellaAuthor
            Producer I
            August 21, 2020

            FYI, I just spent over an hour on hold then talking to customer service about this issue.  Then the call dropped.  I do not have time to do this again - I have to get back to work.

            According to the tech, this seems like a new issue between Sonos and YouTube music, and AMP.  I cannot get the issue to reproduce on a play1 so far.

            Any advice?  How do I escalate this issue?

              Simon B
              Simon B
              Retired Sonos Staff
              August 21, 2020

              Hi @mborella, thanks for the update. Thanks for bringing this up and we understand where you're coming from. Regarding your concern, I’ll have this issue checked with the Sonos phone support agent who handled the case, and ask If they can give a followup to this concern, I’ll ask as well if is there any Case number that was provided during the phone interaction, It would help us to coordinate with the support team who assisted you. I apologize for what happened and we’ll do our best to get this issue addressed to the best that we can.

              Let us know how you get on with the advice above.

              We're here to answer any further questions you have.

              Help others find useful content by clicking the like button and selecting the best answer to your question
              mborellaAuthor
              Producer I
              August 21, 2020

              Hi, the agent called me back and he’s working the issue.  So no worries for now.  

              In other news, it does seem to be an isolated issue with AMP, Youtube Music, and playing from my personal uploaded collection.  I can crash the AMP at will.

              If I play on a different speaker the issue is fine and so far grouping the AMP with another speaker has avoided the crash.  Fingers crossed.

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