Amazon Music UltraHD

​@ShariAnne 

Songs won’t stream at a higher bitrate than the speakers have the capacity to handle so will always adjust to accommodate. For example, a Sonos speaker that can’t handle Dolby Atmos won’t call for an Atmos track. Neither will a HD-capable speaker call for an Ultra HD track. You don’t need to change any settings at Amazon’s app end to accommodate the Sonos speaker. 

It sounds more like a network thing that a song quality thing.

I would suggest logging out of the Sonos app and force close the app.

Turn off all the Sonos speakers at the wall. Turn off the router.

After 30 secs, turn on the router and let it boot up again. Turn on each speaker one at a time and let each boot up fully before moving to the next. 

Then re-open the Sonos app, log back in, and see if things work any better. 

EDIT: ALSO ensure you don’t have your Amazon Music Unlimited account in use in two places/devices at once if you only pay for an individual plan as one stream will stop the other from playing. 

I would also suggest connecting a speaker to your router with an Ethernet cable if you currently have them connected wirelessly. The older hardware in the speakers will benefit from a wired connection vs wireless.

Thank you for taking all the time to reply. I have tried all that, plus been onto Sonos who kept asking me to send a diagnostic report. I have perhaps concluded that the old speakers who are not compatible with Ultra HD is making them drop out. My lead speaker is hard wired into the router as well. I will try it again the the reboot. But on the verge of getting rid of the whole lot as the response times are rubbish as well. 

If you have tried everything that Sonos has suggested then maybe setting static IPs for all your speakers may be the solution?

I have reserved IPs for all my speakers and have never had drop out issues. I have some newer products now, but I still have a Play 1 and a Play 5 that work well with Amazon and Apple Music.

Thank you. Will have to google setting static IP. Thank you for helping. 

A good choice, as it tends to be different for every router, although often explained in the router’s manual. 

Hello everyone and a special thank you to ​@Rhonny I did the reboot you suggested first and it seems to have fixed the problem........for now. But all my test tracks that were breaking up before have played in full. Thank you so much. Cheers to this community and a big thumbs down to the sonos help desk who were as much use as a chocolate fire guard. 

Grrrrrr. Well my last update was valid for about 2 hours. My system is back to dropping out. 🥺🤬

#update. 

I tried to assign new static ip address, but the changes wouldn't save. I spent 90 mins on the phone to sonos this morning. After doing resets and diagnostic reports, he reckoned my ethernet cable linking the router to the lead speaker was damaged. The music still dropped.

In the end, he said it was my network and to speak to my provider. Even though my network is fine elsewhere. He sent me through this list to check.

) 2.4 Ghz enabled
2) Split 2.4Ghz and 5Ghz (separate SSID for each band)
3) Make sure Mode is set to 802.11 BGN
4) Client isolation should be off to ensure wifi devices can communicate with each other
5) Select a manual wifi channel, do not set it to auto
6) The security type should be WPA2 with AES Encryption
7) Enable UPNP
Note: Some routers and AP's like Unifi and Aruba, have blocked multicast by default. Without multicast Sonos cannot be setup.

My network appears fine against this. The lady at my network said, I can see and manage this. I have tried and it looks OK. 

The only thing I am left with is my phone works on the 5ghrz and sonos is on 2.4. 

Sonos speakers will only stream audio at the quality they support, automatically adjusting without needing changes in the Amazon app.
If you're facing playback issues, it’s likely network-related—try restarting your router and Sonos devices step by step.
Also, ensure your Amazon Music Unlimited individual plan isn't being used on multiple devices simultaneously, as it allows only one stream at a time.

Moderator edit: removed random Google link

I have done all that. I have logged out of amazon music on my phone. I have just read a long post from 7 months ago of other people having my issue. I have logged out of amazon music from sonos. Made sure both apps had all the updates. So far no drop outs. 🤞

Just started playing my amazon music, didn't even get to 2 mins and the speakers dropped out. Looks like another frustrating call to sonos support tomorrow. So fed up. 

Having said you shouldn’t need to make any changes at Amazon’s end, further research suggests otherwise.

In the Amazon Music app, go to the Settings and set the Amazon Music Quality to “Standard”. Close the Amazon Music app fully and re-open it to check that this “Standard” quality has saved in the settings.

Then remove the Amazon Music account from Sonos, and re-authorise it. Sonos won’t respect your Amazon Music app changes unless you remove and re-add the account. 

Then try playing the music again and see if it works. (As the Play:1 and Play:3 don't support Ultra HD and HD tracks, the speakers may not be downsampling the music streams correctly, so it’s best to ensure they only seek “Standard” quality from source at Amazon.)

Hia. That's a great suggestion. But it was one of the first things I did. Standard is definitely selected. But when I played one of the songs that drops, in the amazon app, the tag came up as Ultra HD. 

Just in case it’s this (best to try everything!):

As one of your speakers is hardwired, your system is using SonosNet to communicate. Have you tried going to Settings → Network → Sonos Channel and change it from whatever channel it is on to another of the two further options, just in case the channel it currently uses is in conflict with your home’s wifi? Give it two minutes, then play the music again and see what happens. (If it drops again, try changing to the other available channel.)

Moderator Note: Modified in accordance with the Community Code of Conduct.

Thank you. I haven't tried that yet. Just changed channel to 11 and it managed to play one of my test songs without dropping. Will do some more testing. But thank you so much for helping me.