Hi amazon music doesn't seem to be working through my sonos. Everything else seems to work apart from amazon music. I have tried updating the controller and sonos it self but still no luck. I keep getting the error message "the connection to amazon music was lost" or "the song is not encoded properly" I'm not sure if this a problem with my sonos or a problem at amazon musics end.
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It's strange I haven't had any issues for the last five year's untill last Tuesday the 11th of June. When did you start experiencing issues?
Not long after the new app. I still cannot add anything to the Home Screen from Amazon music, such as my music etc. this latest playback issue started over the last day, I see that others are having the same issues. I may try and call support tomorrow but wait are horrendous 2hrs + and still not guarantee of getting thru. I’ll keep coming back to this forum for updates
Yes I’m having the same issues with amazon music aswell
It's strange I haven't had any issues for the last five year's untill last Tuesday the 11th of June. When did you start experiencing issues?
As above answer. By the way I’m now using the amazon music app with direct control and it works fine, so it’s definitely a sonos issue
As above answer. By the way I’m now using the amazon music app with direct control and it works fine, so it’s definitely a sonos issue
Probably the memory has become corrupted on the sonos. Please post any updates
I thought it had resolved itself, but no such luck. Missing tracks when playing playlists , doesn’t load most of the time, keeps showing ‘ something went wrong’, it’s getting tedious!
Just reset the app and so far so good, currently playing well and the search works well, cannot pin amazon music to the Home Screen though, but at least it works
I finally code through to Sonos support. When I sent them the diagnostic it came back as a Transport error and Music not encoded properly. The Tech said he never heard of this before and trouble with Amazon new. He said he would add it to support request. No offer to escalate it. Since everything else is now working fine, I will avoid Amazon Music on Sonos. However, there sjoiu;d be second level tech support and it was not offered or if it even exists.
+19Hi
Welcome to the Sonos Community!
I’m sorry to hear of this issue you all are having with Amazon Music playback on your Sonos systems. I’d like to look into this for you all, but will need your help.
Please follow these steps if you are still experiencing this issue:
- Recreate the issue in whichever way you can.
- Immediately submit a support diagnostic afterwards.
- In your own time, come back here and post the following:
- Verify that you have submitted a diagnostic (please do not share the given number)
- What exactly it was that you were trying to search/play
- Your location (country is detail enough)
- The current OS, Make and Model of your device (e.g. Samsung Galaxy S23 Android 12)
- The version number displayed in the Amazon app (if you have it installed)
- If clearing the cache for the Amazon app helps matters at all (please try the steps on this page, especially the highlighted part)
I look forward to hearing back from you all.
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