For some reason, I cannot use the ‘My Music’ function of the Apple Music Service anymore. It displays “We’ve run into a problem. Try again.”
I have deleted the app on all my devices, reinstalled. I’ve deleted the service and reauthorized. I’ve reset my router.
Apple Music works fine. It’s only within the Sonos app that the error occurs. Please help. Family account if that matters, and both users experience this.
It’s likely some sort of wifi interference peculiar to your network. I would recommend that you submit a system diagnostic within 10 minutes of experiencing this popup, and call Sonos Support to discuss it.
There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.
When you speak directly to the phone folks, they have tools at their disposal that will allow them to give you advice specific to your Sonos system and network.
Same problem here. “We’ve run into a problem...” Who’s “we”? I’ve been able to access Apple Music radio and my Apple Music Library for years but suddenly “We’ve run into a problem...” pops up and I can’t connect to the Apple Music Radio stations.
I have the same problem, but weirdly Sonos can find my playlists and compilations in my music, but it cannot find artists or albums- I just get the same message “we’ve run into a problem. Please try again”
it’s really frustrating, as I want to be able to access albums ive saved/downloaded. But Sonos cannot seem to find them. I’ve tried getting tech support from both Sonos and Apple- they both just advised reinstalling both apps, which has not helped. Really hoping someone can come up with a fix for this!
I haver the same issue, everything works correctly apart from Albums and Artists on Apple Music on every controller. Tried everything explained above and no fix. Help on this Sonos would be great!
Keep in mind that a re-sync on the Apple/Sonos backend may take up to 24 hours.
I too have no problems accessing ‘My Music’ within Apple Music on Sonos; so yes, an Apple account issue can’t be ruled out. In that case it’s best to reach out to Apple Support for assistance.
No. Within the Apple Music subscription ‘iTunes Match’ is referred to as ‘iCloud Music Library’, and the ‘iCloud Music Library’ is part of the Apple Music subscription model. So yes, it’s perfectly possible to play your own uploaded tracks through Sonos this way.
Thanks Smilja for clarifying, I wasn’t quite sure if it applied to a users own ripped tracks.
Presumably as the built in AM service via the Sonos App is done by Apple anyway, I would have thought this would have been more an Apple account issue, rather than a Sonos one? That said my Apple playlists are working here, but they are ‘leased’ tracks rather than my own ‘ripped’ songs.
Apple Music includes the iTunes Match functionality. The “My Music” bit on Sonos is to access your Apple Music playlists, etc. I really miss it.
I take it then it’s not music that you own that you are referring to? As the iTunes Match part of an Apple Music subscription relates to Apple Music ‘leased’ tracks only, whereas the iTunes Match separate subscription is for tracks you own.. I just mention that in case you were attempting here to play your own ‘purchased/ripped’ tracks on Sonos in ‘My Music’.
No. Within the Apple Music subscription ‘iTunes Match’ is referred to as ‘iCloud Music Library’, and the ‘iCloud Music Library’ is part of the Apple Music subscription model. So yes, it’s perfectly possible to play your own uploaded tracks through Sonos this way.
Apple Music includes the iTunes Match functionality. The “My Music” bit on Sonos is to access your Apple Music playlists, etc. I really miss it.
I take it then it’s not music that you own that you are referring to? As the iTunes Match part of an Apple Music subscription relates to Apple Music ‘leased’ tracks only, whereas the iTunes Match separate subscription is for tracks you own.. I just mention that in case you were attempting here to play your own ‘purchased/ripped’ tracks on Sonos in ‘My Music’.
Apple Music includes the iTunes Match functionality. The “My Music” bit on Sonos is to access your Apple Music playlists, etc. I really miss it.
I did try your suggestion of removing the service from Sonos, then logging out of the Apple music app on all my devices. Then setting both up again, Apple first. But that hasn’t worked either.
The frustrating part for me is that PARTS of Apple Music on Sonos work for me, such as being able to search for and play music. Just not the ‘My Music’ function. I’ve added my partner to my Apple Music family plan and added her account to Sonos, and it works fine
There is a bug with the Sonos controller. I hope they fix it.
Don’t you need an "iTunes Match" annual subscription to play your own music on other devices, or am I misunderstanding the purpose of that Apple subscription?
I did try your suggestion of removing the service from Sonos, then logging out of the Apple music app on all my devices. Then setting both up again, Apple first. But that hasn’t worked either.
The frustrating part for me is that PARTS of Apple Music on Sonos work for me, such as being able to search for and play music. Just not the ‘My Music’ function. I’ve added my partner to my Apple Music family plan and added her account to Sonos, and it works fine
There is a bug with the Sonos controller. I hope they fix it.
The Apple Music service on Sonos is working okay here - so it might perhaps be an account, regional, or country setting perhaps? Maybe check the Country settings are correct both in the Sonos online profile and Apple Music. Here are some links which I hope assists:
https://www.sonos.com/myaccount/user/profile/
https://support.apple.com/en-us/HT201389
And if not tried already, maybe remove the service from Sonos, then logout the Apple Music ‘native’ App and setup both again, starting with the Apple Music App.
Just switched from Spotify to Apple Music and having this exact same issue when trying to access my playlists, etc. through the Sonos apps. Keeping this topic fresh in hopes that someone is working on it. Very frustrating. FWIW, I used Apple Music before moving to Spotify and did not have these issues back then.
+15
Hi
Understood - did you manage to test the system using a different Apple Music account at all? Did you experience the same behaviour?
If you didn’t have access to a different Apple Music account to test with, you can also get in touch with our Support Team - they have access to some test accounts and they’ll be able to perform some live troubleshooting with you :)
I’ve seen some instances of issues with Apple Music be solved by removing the service - uninstalling and reinstalling the Apple Music app to your phone, and then adding the service back to Sonos, which may be worth trying here also.
Really disappointed no one from Sonos seems willing to help.
I’ve spent 45 minutes on the telephone with Apple Support. They had me share my screen and walk them through the issue. They escalated it to another department and at the end of the call, they said there is absolutely nothing wrong with my Apple Music account and that the problem lies with Sonos.
So please help me. My main Sonos use case is to play music from the Apple Music service and without access to my playlists, etc. then the Sonos ecosystem doesn’t off much value for me.
Please help.
New diagnostics just now: 479903479
+15
Hi
As you’re experiencing the same issue on all of your controllers, and there’s been no change after rebooting the network as well as Sonos, it seems that this is an account issue - I did take a quick look at the diagnostic, and there are no obvious errors on the Sonos side of things.
If you have access to another Apple Music account, or are able to borrow one temporarily, would it be possible to add that account to Sonos, and see if there’s any difference when browsing My Music?
If an alternate Apple Music account does not show the same issue, I’d recommend reaching out to Apple Support regarding this. Let us know how you get on!
All help appreciated as this had previously been my main method of listening to Apple Music on Sonos.
Hello.
I have one speaker plugged into the router with an ethernet cable. Two others are connected via wifi.
Router has been restarted. Speakers have been restarted.
Apple Music service has been deleted and re-added.
To be clear, the problem is not with Apple Music in its entirety. I can search for and play music. It’s only when selecting the ‘My Music’ option that I get the error.
Fresh diagnostics just now 30813835.
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.
