For more than one and a half year, Sonos users have been waiting for a solution to the annoying issue that it isn’t possible to play albums (eg. from symphonies): When a movement (or song) has finished, it doesn’t continue to the next one.
This is what @Jamie A from the Sonos staff wrote three months ago on a one and a half your old issue:
I’ve contacted our team and raised this with them, after testing on my end and asking my colleague to try as well, we also weren’t able to play albums using IDAGIO. This has been raised as an issue as this is not expected and I’ve tagged this thread with the relevant bug report.
We don’t have an ETA to share on when this will be resolved, but the team is aware and working on a resolution. I was informed that this should only occur on the mobile version of the app, you should still be able to queue using the desktop version of the Sonos app. Another workaround would be to make a playlist of the album in the desktop app, which I understand is not ideal but it’s a solution that lets you play using a mobile controller until this issue is resolved.
If I hear any more information or updates regarding this I’ll reply in this thread. Thank you for your patience and I hope this information helps.
===
Thanks for this explanation but users are still without a solution!
Hi @Hartig
Thanks for your post!
The support ticket for being unable to play Albums from Idagio is still open, meaning it has not yet been resolved. We do not have any more information to share at this time.
I don’t understand why this issue is so difficult to fix. I would appreciate an explanation.
Idagio is responsible for the implementation of the content, Sonos merely supplies the container for it. Since it works on so many other streams, you may want to reach out to Idagio directly.
Well, the sonosphone app allows playing of the entire album or concert. Why can that app/company do that and the sonos app not? Are you telling me that the software engineers can’t fix this issue (seems like an easy issue to fix) or is sonos not interested in helping their customers?
SonoPhone still relies on an older S2-API rather than on the current one.
Again, it seems that changing the current API to fix this issue would not be difficult. Sonos has software engineers.
Again, it seems that changing the current API to fix this issue would not be difficult. Sonos has software engineers.
Idagio integrate and maintain their streaming catalogue on Sonos themselves, as every service available through Sonos does. As with any partnership, Sonos have to wait for someone at Idagio to reach out to them for troubleshooting.
Understanding Sonos Systems For Developers - Sonos
No! It is not Idagio’s responsibility.
This was their response when Sonos tried to blame them nearly a year ago:
Thanks again for keeping me in the loop. Certainly, this is not our understanding, as the update was released by Sonos without any communication to us beforehand, or even now, that things have gone south as a result of this update.
23/8/24
Another year and another CEO, yet this remains unresolved. Buck up Sonos. You are cynically ignoring your customers.
From: Andrew
Sent: 25-7-2024 11:40
To: support@sonos.com
Cc: oredacted]
Subject: Re: Audio Issues
Hi Ryan
Thank you for getting back to me.
I am not sure that you really do understand the frustration of the missing functionality. It would appear to be a very simple error to fix but neither Mr Spence nor anybody else at Sonos seems very bothered about it.
Idagio is the only paid music service that I subscribe to, so I can only look at the bricked speakers whilst I await someone at Sonos getting round to fixing it.
I see from the updates that you are planning to allow us to use S1 again. It is "coming soon". What are you waiting for? Why can’t you make it available today? After all, it worked perfectly well before you rolled out S2.
Kind regards
Moderator edit: removed private email
Hi @Hartig
Thanks for your post!
The support ticket for being unable to play Albums from Idagio is still open, meaning it has not yet been resolved. We do not have any more information to share at this time.
That is not a response. When will you have more information? We haven’t had any information since you broke the app more than a year ago.
More importantly, when will it be resolved? Do you not work to target dates at Sonos?
For more than one and a half year, Sonos users have been waiting for a solution to the annoying issue that it isn’t possible to play albums (eg. from symphonies): When a movement (or song) has finished, it doesn’t continue to the next one.
This is what @Jamie A from the Sonos staff wrote three months ago on a one and a half your old issue:
I’ve contacted our team and raised this with them, after testing on my end and asking my colleague to try as well, we also weren’t able to play albums using IDAGIO. This has been raised as an issue as this is not expected and I’ve tagged this thread with the relevant bug report.
We don’t have an ETA to share on when this will be resolved, but the team is aware and working on a resolution. I was informed that this should only occur on the mobile version of the app, you should still be able to queue using the desktop version of the Sonos app. Another workaround would be to make a playlist of the album in the desktop app, which I understand is not ideal but it’s a solution that lets you play using a mobile controller until this issue is resolved.
If I hear any more information or updates regarding this I’ll reply in this thread. Thank you for your patience and I hope this information helps.
===
Thanks for this explanation but users are still without a solution!
Dear Jamie A
What progress has the team made in resolving the issue? They can’t have been working very hard!
Thanks
Andrew
Hi @User102253
Unfortunately, we currently do not have any further updates to share on this.
The moment we have additional information we will be sure to update this thread.
Hi @User102253
Unfortunately, we currently do not have any further updates to share on this.
The moment we have additional information we will be sure to update this thread.
Dear Corry P
Three months ago, you advised that “the team is aware and working on a resolution”.
What have they achieved so far? What is the target date for the resolution of this issue, which was introduced when you moved from S1 to S2? It always worked before then.
Thanks
Andrew
Hi @User102253
I don’t have that information.
Hi @User102253
I don’t have that information.
Dear Corry P
Who has got that information? Perhaps you could ask someone on the team you said were working on it for the last three months.
Please would you apply the collection of prejudices you acquired by the age of eighteen.
Thank you
Andrew
Hi @User102253
I will return to this thread when I have information that I can share.
Dear Corry P
Have you managed to get any more information?
Thanks
Andrew
Dear Corry P
Have you managed to get any more information?
Thanks
Andrew
Unless the support ticket has been miraculously resolved within the last week, the only response you will receive is that it is still open.
Sonos don’t provide timescales. You just have to wait indefinitely for a resolution. Customer service does not excel in this scenario.
Dear Corry P
Please show Mr T that Sonos customer service excels in this department.
What has the Idagio team been up to this week?
Thanks
Andrew
