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Answered

Can't play music using AMZN UNLTD - encoding sample rate error

  • September 6, 2025
  • 8 replies
  • 145 views
T

For the past few days I have been unable to pay music from Amazon Music on any of my Sonos speakers. I get an error: “Can’t play “song name”. It’s encoded at unsupported sample rate 3145728000 Hz.”

  • I have tried removing and adding AMZN service.
  • I have the latest App and Firmware updates. (This was happening before and after most recent app update)
  • My AMZN service is working fine on other devices.
  • I have powered off/on each speaker.
  • I have powered off/on my phone and even restarted my Internet connection.

Has anyone had this issue and been able to resolve? I have searched the FAQs and community and haven’t found anything recent on encoding errors that look like what I’m seeing. Screen grab attached.

 

Best answer by Airgetlam

I think you may have missed one key step in your reboot sequence. 

Try unplugging all Sonos devices again. While they are unplugged, reboot your router. Wait a couple of minutes for it to come up, then plug back in your Sonos devices. wait another couple of minutes before testing.

If, however, this doesn’t work, I would recommend that you submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it. Don’t post the resulting diagnostic number here, they get sensitive about GDPR.

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 Support staff, they have tools at their disposal that will allow them to give you advice specific to your network and Sonos system.

8 replies

Airgetlam
  • Airgetlam
  • 44823 replies
  • Answer
  • September 6, 2025

I think you may have missed one key step in your reboot sequence. 

Try unplugging all Sonos devices again. While they are unplugged, reboot your router. Wait a couple of minutes for it to come up, then plug back in your Sonos devices. wait another couple of minutes before testing.

If, however, this doesn’t work, I would recommend that you submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it. Don’t post the resulting diagnostic number here, they get sensitive about GDPR.

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 Support staff, they have tools at their disposal that will allow them to give you advice specific to your network and Sonos system.

Bruce
Stanley_4
  • Stanley_4
  • Lead Maestro
  • 12395 replies
  • September 6, 2025

Just tried to play that here and had no issues.

Hope the full reboot works!

 

K
  • KTKG
  • Lyricist I
  • 1 reply
  • September 7, 2025

I am having the exact same issue right now and seeing it come up for another user I’m wondering if there has been an software update that is glitching. My system is set to auto updates but it’s all the playing platforms including Sonos playlists it is doing this with.

T
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  • terryh
  • Avid Contributor I
  • 17 replies
  • September 12, 2025

I’m having the same problem, but not all the time. Sometimes songs cut out giving this error, sometimes they won’t start at all, sometimes they play just fine.

Definitely must have been an update somewhere - I have had zero issues with my sonos system until now.

P
  • Pale2row
  • Contributor I
  • 2 replies
  • September 15, 2025

I’m having the same issue.

Coincidentally with a very similar Pink Floyd playlist as you ​@tpatunefan 

 I completed all the steps mentioned above. The results for me are mixed. I was wondering if there was any correlation between the song/album and the error, since ​@tpatunefan was listening to similar music as me.  I guess I’ll keep following this post for a solution.

Pink Floyd WYWH50 same error.

Pink Floyd Division Bell same error

Pink Floyd The Wall same error

Billy Joel Nylon Curtain no issues

Supertramp Breakfast in America no issues. 

Boston Don’t look back no issues

Pink Floyd - DSOTM 2011 remaster no issues

Pink Floyd - DSOTM 2023 remaster no issues

Stanley_4
  • Stanley_4
  • Lead Maestro
  • 12395 replies
  • September 15, 2025

Since we users can't see the full error, only Sonos can, a diagnostic report and a phone call will be your best bet at a good answer.

Call support isn't perfect but it appears to be the best option for complicated issues.

T
  • tpatunefan
  • Author
  • Contributor I
  • 1 reply
  • September 15, 2025

I went back through the reboot list and reset Sonos hardware while Internet was also down - brought everything back up and the symptoms have changed. Now the songs will begin to play, but by about 30 seconds or so into the song, it will flash that same error, jump to the next track and repeat the behavior. I’ve attempted to listen to many more things then Pink Floyd - that was just the one screenshot I grabbed.

Stanley_4
  • Stanley_4
  • Lead Maestro
  • 12395 replies
  • September 15, 2025

You are asking / telling the user community, not Sonos Support so there is little we can offer.

 


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