YouTube Music "crashes" Sonos AMP.

Ok, and now he put me on hold and has not come back.  I don’t have any more time to deal with this issue right now.  You guys have my contact info so please email or call when you have anything figured out.  Thanks.

Hi @mborella, thanks for the update. I'm glad that the agent called you back as this is our Standard operating procedure. Please let us know how it goes and please feel free to share what fixed the problem so other members in the community would know especially the ones who have the same issue and may also be looking for answers here in the community.

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

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

Ok, here is my assessment after experimenting for quite a while yesterday:

In short, the following combination is bad:

1. The new AMP speaker
2. YouTube Music streaming
3. Songs that you have uploaded to your library (not the regular songs that YTM supplies)

Trying to do this will cause the AMP to crash hard.  I can reproduce it at will. My Play1 does not crash in a similar environment.

A workaround is to group the AMP with another node.  Occasionally I get weird behavior but it is useable so far and has not yet crashed.  When the AMP crashes, you have to manually power cycle it to recover. 

Opinion: while this issue may be partially the fault of YouTube, there is no planet on which a Sonos node crashing due to unexpected input is acceptable behavior.  This is DEFINITELY a major bug on the Sonos AMP.

One more thing - even with this setup (grouping), pausing songs, fast forwarding, or rewinding, will occasionally result in error and the rest of the song being skipped.  But no crashes so far.  

Hi @mborella, thanks for the update and the information that you provided, I’ll ask a fresh diagnostics from you and submit a diagnostic report for us to investigate further what could be causing this issue or if there's any changes or observations on this issue. 

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

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

1980251931

This is still an issue.  I’ve tried all suggestions and have characterized the problem very specifically.  I’m not sure what else I can do.

Hi @mborella, thanks for the update. Thanks for bringing this up and we understand where you're coming from. I appreciate you taking the time to submit the diagnostic report.  upon checking, the same issue was found, Interference on the Sonos products and Audio dropouts. since we have followed all possible troubleshooting steps and still it’s not working properly, I'll ask you to kindly contact our phone support team for further assistance, tell them that you’ve done all the possible troubleshooting steps, so they can check If they can have the issue escalated with a higher tier of support or any options that they can give.
Let us know how you get on with the advice above.

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

Sorry, I spent 2 hours on the phone with support last week, the call got dropped and I do not have time to mess around.  My system works, though suboptimally and I’m not happy.  I have provided as much information as I can about what causes this problem that I can easily reproduce.  I am not going to debug these products any more.

Hi @mborella, thanks for the update. I really apologize for what happened. As much as I’ve wanted to assist further, the next course of action would be contacting our phone support team for further assistance. 

You're always welcome here.

I am having the exact issue. Fast forwarding through music uploaded to youtube music crashes Sonos when initiated through iPhone or PC. The device becomes unresponsive and must be unplugged. I have likely caused irreversible damage to my overpriced and not worth the cost Sonos play five by incessantly unplugging it. Why should I have to unplug the device non-stop in order to make use of this 600 dollar piece of trash? I will be needing a refund immediately.