Hi ​@JAS85, welcome to the Sonos Community!

I’m sorry to hear you’re having issues with YouSee Musik. What you’ve been told by support is correct: our team are aware and we’re working with YouSee Musik for a solution but have no ETA to share on when this will be resolved.

There isn’t any update on this issue to provide you with, however your case has been escalated to the team and has been tagged with this issue. If there is any update, you’ll get an automatic email regarding this, or the team may reach out if any additional information is needed from you. This thread has also been tagged with the issue, so if there are any updates I can provide them, though you’ll likely see the fix in place on your system before I reply with an update.

I hope this information helps.

Thanks for the clarification.

It’s good to know the case has now been tagged and escalated, and I appreciate that you’ve linked this thread to the internal issue. I’ll keep an eye out for updates, and I hope Sonos and YouSee can provide a lasting solution soon – this has been ongoing far too long.

Thanks again.
 

Hi again – just checking in, since it’s been a while.

I’m still experiencing the same issue daily, and I haven’t received any email or seen a fix released.  
It’s now been over six weeks since the last update in this thread.

Has there been any progress behind the scenes – or is this still under investigation?

Thanks in advance.
 

Have you asked YouSee? Its their access token that expires too often and its their refresh token that doesn’t actually refresh the access token.

Thanks for clarifying – that’s useful insight.

But I’m a bit confused:  
If Sonos knows that the issue lies with how YouSee handles tokens and refresh logic, shouldn’t your engineering or integrations team be the one reaching out to YouSee directly to coordinate a fix?

As a customer, it’s very difficult to push for a technical solution between two companies – especially when I can’t verify who is doing what behind the scenes.

Can you confirm that Sonos has already been in contact with YouSee’s development team about this specific token handling issue?
 

​@controlav doesn’t work for Sonos. The only Sonos employees that post in this forum are Forum moderators.

However, ​@controlav is a respected author of his own software, used to control a Sonos system, and as such, probably knows more about the way Sonos functions than most of us. 

Thanks @Airgetlam – appreciate the clarification.

It’s great to have technically experienced voices in the community like @controlav, and I really value the input.

That said, I still think this is something Sonos needs to handle directly with YouSee – not something customers should be left to chase across platforms.

Hi @Jamie A – just following up on this.

Since the issue may be related to how YouSee’s access and refresh tokens are handled (as mentioned by @controlav), I wanted to ask:  
Has Sonos been in direct contact with YouSee’s dev team to address this technical point?

It would be reassuring to know that your teams are actively collaborating to fix this – especially given how long the issue has been ongoing.

Thanks in advance for any insight.
 

I’m not sure about the specifics that the team have raised with YouSee Musik, this isn’t something I have access to, but they are actively working with them to resolve the issue. I’d be happy to forward this to the team as well: they are likely already aware of this point, but there’s no harm in mentioning this to them.

There isn’t any update I can provide you with either, but your case still exists and is tagged with the relevant issue.