I have set up my Sonos system, 2 paired play 1s and 1 Sonos One, with a 4 G Router. Everything works as it used to on the telephone wire router except Amazon Music.
I have deleted and re-installed Amazon Music but the result is the same.
e.g. I can search for an artist, display albums etc. But can’t display the contents or play individual songs. Other music providers like TuneIn are working.
how do I get Amazon music to set up and play on a 4g router
+3
Hi. I only just spotted this post having raised a similar query myself on the forum - https://en.community.sonos.com/music-services-and-sources-228994/amazon-music-unlimited-issue-unable-to-browse-music-6843443
I spent some time with a v helpful Sonos support person on the phone yesterday. I also have a Huawei B535 and use Three for my 4G home broadband. I have been unable to use Amazon Music Unlimited recently. There are quick hacks that can be used on the router to enable DNS changes, but this did not solve the problem when we tried using Google’s public DNS.
I ran Amazon Music successfully for months and months. I actually have an annual subscription with only one month left to run. I still have albums and playlists from Amazon Music saved to My Sonos that I used many times in the past - but now they don’t work. Very occasionally an artist search will return results, and less often an album will actually play, but 95% of the time it will fail. The album art is actually populated on My Sonos, but the albums won’t play. If I remove my Amazon account, the album art disappears (grey broken link symbol) and when I add my account again the album art reappears.
Conclusion…. something changed, most likely at Amazon’s end, a few weeks or months ago.
Everything else works fine. Sonos Radio, Spotify (free account), my local music library.
OP - what did you decide to do in the end?
Precisely same problem here too. Amazon music HD works fine on phone, iPad, computers etc with Huawei 4G router via 3. Unable to browse music via Sonos. Tune in works, 7 Digital works, Spotify works.
Have checked at partners place via wired broadband connection - Sonos works perfectly with Amazon HD on same Sonos account.
Currently using Amazon Music to to stream to Sonos system rather than native Sonos streaming.
Will try DNS fix but tricky to access that on Huawei Routers.
Another random thought, make sure the router is continuing to use a 2.4Ghz channel with the new sim? Hard to imagine that they’d change the software on the router by tagging the SIM card in it, but it’s another random possibility to at least look at.
And I’m with John, this doesn’t make any sense.
Although it makes no logical sense, you might also try uninstalling Amazon music from Sonos, reboot router with new sim, then re-add Amazon Music.
same provider three, just new contract and new sim card
still got the old sim as the contracts are overlapping until the end of the month and when i put that in the router it works perfectly.
new sim unable to browse music on amazon, and it loks like heart radio too
The only thing I can think of (and with little confidence) is that the new sim is having problems connecting to certain servers. Hence the suggestion to change ISP DNS to Google Public. A bit of a shot in the dark - i have not seen this issue before.
same provider three, just new contract and new sim card
still got the old sim as the contracts are overlapping until the end of the month and when i put that in the router it works perfectly.
new sim unable to browse music on amazon, and it loks like heart radio too
im having the exact same problem, but all i have is more mystery.
i had a similar setup with a 4g router, sonos and amazon music was working fine but when i got a new contract they sent a new sim card. When i use this new sim card in the router i cannot browse amazon music either.
three says its not them
amazon says its not them
sonos i cant get through to?
grrrr
One would not have expected this to make a difference. Is this a change of mobile internet provider?
Have you tried the universal IT solution - turn it off and on again. The router and Sonos, I mean.
Can you play internet radio?
It may be worth changing DNS servers to Google Public DNS.
im having the exact same problem, but all i have is more mystery.
i had a similar setup with a 4g router, sonos and amazon music was working fine but when i got a new contract they sent a new sim card. When i use this new sim card in the router i cannot browse amazon music either.
three says its not them
amazon says its not them
sonos i cant get through to?
grrrr
Leopard,
Perhaps try this…
Goto your Huawei router settings and set the 2.4ghx WiFi to ‘fixed' channel 6 instead of auto. Then wire a single Sonos device to one of the routers Ethernet ports… this will switch All your Sonos devices to communicate via a SonosNet signal.
Then do these two things…
See if that improves things for you. I’m assuming you will have switched off your other wired home router when doing the above as you don’t want it’s WiFi channels conflicting with any of the above… if you do want that router switched on aswell then set it to use the non-overlapping channel 1 or 11 that you leave unused when setting the SonosNet channel on your Huawei device.
I hope that all makes sense to you.. it will be interesting to see if the above also improves, or fixes, the issue with the Amazon Music searches. Unfortunately I can’t test this here, as my MiFi device does not have an Ethernet port.
That solution still works.
I did start to get a problem where on of the stereo pairs could not be identified. E.g. it showed as (L + ?) It looks like although it was part of the network for some reason it re attached itself to the old WiFi which was still switched on. One or the other of the stereo pair play 1,s keeps dong this but if I turn of the old WiFIi everything seems to stay stable. Bizarrely it’s not always the same one e.g. it showed as (?+R).
I am also never quite sure if I am in a WiFi network or a stand alone Apple Play network. But for now I am happy that it works.
Ken, you have been brilliant in the support and contCt you have provided. I have resigned that for the moment that between Amazon, SONOS, Three and Huawei I will not get a quick solution to this.
Taking stock of what is working I have the following.
1 I have a good, solid and fast internet connection with 4g through the Huawei router, far better than I currently get with the copper landline connection.
2 The Huawei router provides a strong WiFi throughout the house
3 I can network my 3 SONOs speakers successfully using the Huawei WiFi and it works well for everything except Amazon Music Services with the SONOS App.
4 I can get Amazon Music through the Amazon native App using the 4g router without any problems
5 I can connect to my SONOS One SL using Air play.
So that is what I have done. Using Air Play for Amazon Music is a bit more chunky than from within the SONOS App. but I can hope that it is not forever until Amazon/SONOS sort out the app utility. I don’t need to play different music in different room so apart from this restriction I don’t think I can see any other problems; do you?
As you say this issue now needs to be raised with SONOS Customer Care. The future of Broadband in the UK is going to be reliant on distribution via fibre but local connection using Mobile Data (4G and 5G) especially in rural areas. Even now many new builds are not being provided a landline connection I am sure that this issue is only going to effect more and more people.
Ken
thank you for the update. You have done a huge amount to satisfy me that it is not something I was doing wrong. After conversations with both Three and Huawei today they also arrive at the same conclusion that the problem lies somewhere between SONOS and Amazon. The fact that the native Amazon App works drives them to be more suspicious of SONOS; I am also aware that this is also something to do with the suspicion of the unknown.
I am not quite sure where this leaves me but I think without confidence that I will get a solution soon then the 4G router will have to go back.
The Amazon Music service in the Sonos App is actually not the responsibility of Sonos, at least that’s my understanding. Amazon developers would be responsible for implementing their own service here. I think Sonos just provide the tools and service for the implementation.
Ideally the matter needs bringing to the attention of Sonos customer care who will likely pass the information along to the relevant Amazon team. There is one issue however and that is I’m not entirely sure that mobile internet connections, or WiFi hotspots, are ‘officially’ supported in this case, albeit that these connections often still do work for most things.
As long as the situation here perhaps gets highlighted to the right people, I guess that’s as much as we can perhaps do at this moment in time. Obviously it’s not a major sticking point in my own case, as my home (wired) internet here is fine and I can use Deezer when travelling,
However it is perhaps a little more important in your case, that’s if you are thinking of using the 4G router as a faster and more permanent solution for your Home setup.
Ken
thank you for the update. You have done a huge amount to satisfy me that it is not something I was doing wrong. After conversations with both Three and Huawei today they also arrive at the same conclusion that the problem lies somewhere between SONOS and Amazon. The fact that the native Amazon App works drives them to be more suspicious of SONOS; I am also aware that this is also something to do with the suspicion of the unknown.
I am not quite sure where this leaves me but I think without confidence that I will get a solution soon then the 4G router will have to go back.
Leopard,
Okay .. this time I switched off my home WiFi and my Huawei MiFi device and instead setup my iPhone XR as a mobile hotspot on the EE (4G) network. I used an iPad with the Sonos App as the main controller device. Again I very occasionally use this setup/configuration when travelling and so my Sonos Move speaker connected to the iPhone hotspot instantly, as it is one of my saved Sonos WiFi networks in the Sonos App..
After connecting to the Hotspot I opened the App and waited for the Move speaker to appear (called 'Portable’) ..then I tested with the same 'Beatles' search and a few others and had the exact same issue with Amazon Music .. it times-out and no results show. I tried it a few times and problem was the same as seen earlier with the MiFi device and the 3-Network. So the built-in Amazon Music Service on Sonos, when searching via the App, does not appear to work correctly (its intermittent, at least) whilst using a 3G/4G mobile connection.
On the other-hand testing these same searches and things with the Deezer Music Service, that seems to work fine everytime ..and plays music to the Move device too from the search results screen.
So this test appears to rule out it being the 3-Network exclusively and because the Deezer Music Service works fine on both the mobile tested connections/devices, things appear to point towards the problem being the Amazon Music search and the way it’s implemented in the Sonos App (perhaps?).
Perhaps importantly, I think we can safely say that these tests (taken collectively) rule out your Huawei 4G router as being the cause of the problem here.
I carried out another Sonos diagnostic report, post testing on this occasion … 619926724. Screenshots were taken, but really they are just the same as I posted earlier, so I won’t bother to post them at this stage.
I hope that further information assists a little further. I will just add the Speedtest of the EE mobile hotspot connection was approx. 23Mbps Download/5 Mbps Upload.
Indeed, establishing an ‘owner’ for these type of issues can be a problem in itself, but maybe something can be established from the diagnostic reports.. you might just to need to post your diagnostic references back here and contact Sonos Customer Care direct for them to get examined. My report and screenshots too, from earlier, may assist.
I would have thought this issue however likely lies with Amazon and/or the 3-Network .. so when I get a chance, I will try my mobile as a WiFi hotspot with the EE network to see if that makes any difference.
Ken, thank you
They are exact examples of what I am seeing and your description that the mobile network is somehow holding up the connection correctly summarises what I was trying to say about being able to talk to Amazon but it not being able to talk back.
As you say it can be intermittent and is definitely related to volume.
For example if an artist only has one song on Amazon then that song will display and I can play it. But if they have one album I will get the album but will no be able to display or play the individual tracks. Where as in the case of say The Beatles there are a number of albums I will only se the existence of the artist and not even see the albums or tracks. It’s like I can only access the highest common factor of any list.
I am getting about 18 Mbps upload and download with 4g which is at least 8 Mbps quicker than the speed I get with the landline connection for download and 15 Mbps faster than the upload. I was rather expecting a better performance than a worse one
Thank you for all your help and I am at least happy that someone else has now seen the same or similar issues. Interesting Deezer works too.
i will let you know what Huawei have to say tomorrow but I am not holding my breath.
Screenshots attached showing the Deezer search results are working here okay.. I searched for the Beatles as an extreme example and it works every-time, almost instantly. Music plays fine from both services to my Move speaker, albeit I have only done a short test in this area.
I also ran a Speedtest check on the 3-network internet connection in my case. I am getting a meagre 12Mbps upload/download, so its not the greatest connection, comparatively speaking to my home network, but i would have thought it perhaps a reasonable link to get back the Amazon search results and to stream audio.
Anyhow, I hope the additional information here assists. Let me know if I can be of any further help.
If I search for an artist with a lot of albums and songs, like the Beatles for example, I get what might be a timeout and the above screen shows saying “unable to browse music”.
On the otherhand if I search for an artist with just a few albums and tracks… Lewis Capaldi is one such example… then the results do return and display as shown in the attached screenshot.
It also worked for me for Mike & the Mechanics, but several others failed.
So it’s very intermittent and seems like the mobile network is somehow holding up the data and it therefore times out.(perhaps?)
i did a System diagnostic too immediately after it both worked and failed … 1729405978
Just to add I also subscribe to the Deezer HiFi Service too and that service in the Sonos App appears to be working fine and brings back the results everytime. I will screenshot that fact too and post that here in a few moments.
Leopard .. I am able reproduce what I think is your issue with the Amazon Music Service, but it’s somewhat intermittent. Is this the screen you see (note, I have tried this on both iPhone and iPad), the attached are screenshots from both devices connected to the 3 mobile network…
It is however “intermittent” as I will explain in my next post.
Leopard,
Ah I see… I was only doing a quick search on the Artist and/or Album and displaying those results I did not go deeper … I will go back and check things again.
I don’t use the Sonos search facility that often and I only use the MiFi device when travelling, so let me set it up and try it again for you.
Give me half hour and I will report back.
I’m on a pay monthly plan too with Three.
i tried some pretty easy one word artist searches like Beatles.
It found them but when I tried to open the search to the next level (e,g. list of albums or top songs etc) i hit the screen of death
Similar with Album I put in Revolver and drew a blank.
Exactly the same searches when set up with the wired router produced results I can open
if I put in the name of a song. Like Help. It opens and plays. It even shows the albums where it is located but then trying to open that gives the screen of death.
It partially works, it’s like I am talking to Amazon but it does not talk back unless it’s the lowest level search. if that makes sense
i submitted a diagnostic last night but have not had response. It is the weekend I guess.
I can’t see the 3-Network DNS servers being different from each other .. I’m on a pay monthly plan FWIW ...and I agree with John B that resetting your devices is unlikely to make a difference here, particularly as everything works on your other wired router.
I am aware however that the Amazon Music Service can be a little ‘exact’ and 'unforgiving' when searching through the Sonos App, it often does not like partial words… so perhaps just try again with the same searches that I did earlier and see if you get any results at all.
If not, then go down the route of submitting a diagnostic immediately after failure (as mentioned earlier) and let’s see if the Sonos Support Staff can assist in discovering where the problem may lie here.
I cannot see resetting Sonos is going to help. Have you tried Ken's suggestion to use Google Public DNS servers?
Edit just read of your difficulties changing this.
Just checked the DNS server for my 4G Three connection it is 188.31.254.89.
For the copper wire router (Sky) that works it is 90.207.253.94
Ive checked again and all fire walls and parental controls are switched off as far as I know
i don’t have another SIM card to try from a different provider.
The only thing I have not tried that I can think of is setting everything back to factory and re-installing the SONOS speakers from scratch. I don’t have a SONOS move. Just 2 play 1,s and a One SL.
This is the 3-Network default DNS Server that my MiFi connection was using during the test above 188.31.252.88… you can perhaps check your DNS by navigating with a web browser on your iPad to whatsmydnsserver.com, or any such similar online service.
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