Apple Music Radios stop playing

J
Userlevel 2
Badge +4

Hi,

 

after the update to 15.2, when I play Apple Music Hits, it stops playing within 1-50 minutes. Everything else plays just well. Only the live radio stations.

I’ve noticed that when it stops playing, the speaker, which plays the Apple Music Hits station disappear from the Sonos controller for a second.

Does somebody else have/had the same problem?

I contacted Sonos support, however, they weren’t able to help me with that. I believe we tested everything (wired, wireless connection, router restart/update, restart all speakers, delete/re-add Apple Music service, ...).

Any idea?

 

Thanks,

Jakub

Corry P 10 months ago

Hi @jakudo et al

We now consider this issue resolved (as of 26th June). If you still experience this issue, I recommend you get in touch with our technical support team for assistance.

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49 replies

Corry P
Userlevel 7
Badge +18

Hi @jakudo et al

We are investigating this issue but do not have an estimation as to when it will be resolved.

In the meantime, you can cease troubleshooting efforts - they are unlikely to help.

You should, however, be able to play your Apple Radio channels on Sonos via AirPlay, Bluetooth or Line-In in the meantime.

I hope this helps.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
D
Userlevel 2
Badge

It took a while but it SEEMS to be working 🥹

 

 

D
Userlevel 2
Badge

@Corry P , can you provide to the developers/support team the example I put three messages above?

 

With it, they should found the root cause. 
 

 

thank you. 

D
Userlevel 2
Badge

Today I called again customer service. 
after many tests, they conclude that not much left to do so, they have derive this to the engineers. and, the potential solution will come within a new update. 

I’ve also mentioned that we have this topic open. Therefore, if some of you calls customer service, try to comment the operator about this thread. 

Corry P
Userlevel 7
Badge +18

Hi @jakudo et al

We now consider this issue resolved (as of 26th June). If you still experience this issue, I recommend you get in touch with our technical support team for assistance.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
J
Userlevel 2
Badge +4

Hi all, so after the update yesterday, it seems it works again :)

 

J
Userlevel 2

Hi all, so after the update yesterday, it seems it works again :)

 

I noticed the same thing. After the Sonos update yesterday on 6/21.  Version: 15.5 Build 73042060 …. I was able to play Apple Music Live all day without it dropping out. I will test again today and report back. 

J
Userlevel 2

Hi all, so after the update yesterday, it seems it works again :)

 

I noticed the same thing. After the Sonos update yesterday on 6/21.  Version: 15.5 Build 73042060 …. I was able to play Apple Music Live all day without it dropping out. I will test again today and report back. 

Just a quick update….been playing Apple Music Hits - Live all day with no problems or dropping. :-)

N

Same problem here since 15.2, persists in 15.3. Sonos support was worse than useless, repeatedly would try and troubleshoot my wifi despite receiving diagnostics and me telling them that all 5 of my devices are wired. At one point they asked me to change my DNS to googles dns but provided IP addresses instead belonging to NordVPN. Super bad support experience.

 

Unfortunately alarm-based Apple Music was the primary use case for my devices so I’ve begun replacing them with HomePods. Say what you will about Apple but they at least support their devices…

Alex.L
Userlevel 3
Badge +5

Also been noticing this, even when I play from Alexa. The audio sometimes becomes really strange and then drops out. The speaker stays on the app, and simply asking Alexa once more to play the station will bring it back. For sure this was never an issue before, and something has totally happened since the last update

Previously a DJ & Radio Presenter. iOS & Android developer in my spare time. Setup: Move, Archer AX1500 with Raspberry Pi as DNS with AdGuardHome
J
Userlevel 2

@jakudo ...I am having the exact problem you originally stated. I for weeks have tried all the same troubleshooting steps and even called into Sonos support (they were no help). I can confirm that all your findings and conclusions while troubleshooting are 100% correct.

Hopefully they (Sonos) comes out with some guidance on helping us solve this very annoying problem! 

J
Userlevel 2

@dieg00 ...thank you! Very much appreciated! 

J
Userlevel 2
Badge +4

Good to know. Hopefully, they will fix it soon...

G

I am having the exact same issue. So frustrating I have stopped listening to Apple Music radio. This only recently started to happen. It seems to stop after a song has played as if it is recognising it as playing one song rather than continuous radio.

J
Userlevel 2
Badge +4

In my case it stops anytime - even in the middle of the song.

D
Userlevel 2
Badge

Same issue here. 
i thought it was the WIFI but also happens with the wired speakers. 

With the paired stereo speakers, I know when it is about to drop because it stops in one speaker first and later the next one; once happened that music kept playing in just one speaker for long time  

It randomly stops every X time. Sometimes can be playing for hours and sometimes stops every 5-10’. 

Before I was playing the radio the whole day without interruptions. 
 

it is very annoying. 

S

I have recently started having this problem.  A temporary work around is to airplay the radio station.  I also think that the airplay work around demonstrates this is in Sonos’ court to address.

Airgetlam

Usually, after sending a diagnostic, you would call Sonos Support directly to discuss it. The only Sonos folks here in this community forum are moderators, Sonos Support doesn’t hang out here. 

Bruce
J
Userlevel 2
Badge +4

Thanks a lot! I really appreciate that.

J
Userlevel 2
Badge +4

thanks for testing. I’ve also tested it on different speakers. Always the same result. I will send the diagnostic files to the Sonos Support, perhaps, it helps them to figure out what went wrong.

Thanks!

J
Userlevel 2
Badge +4

just a short follow up - here is a screen recording of the Sonos app to see what happens when it drops out the music.

 

I’ve contacted Sonos again to see what is going on.

D
Userlevel 2
Badge

Hey guys,

 

keep calling customer service because it seems to be that they don’t check the forums so often. 
 

 

thanks. 
 

J
Userlevel 2
Badge +4

I called there many times, however, they seems to not care.

C

Have been seeing this issue for a few months now. Glad they’re aware, but frustrated they don’t seem to have a solution yet. 
 

I use Apple Music 1 as an alarm, so while the Airplay workaround is nice to know, it’s won’t work for my Play1 and just my One SL (which isn’t my main alarm speaker). 

A

thought sonos and apple were “partners” but sonos unable to stream apple radio…  disappointing.  spent thousands of dollars on sonos equipment and cant listen to apple live radio.  very sad.  been frustrated by this for months now.  

 

Hello Sonos,

When do we think we will have a resolution???

 

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