Unable to play “Sonos Radio” Access denied

Same issue here, since 13:00 CET.

I also have the same issue with Sonos Radio.
But on the other hand tune-in radio is working.

Hi  @gebrouwe.

Welcome, thank you for reaching out to Sonos Community.

We will monitor this closely, thanks for you’re feedback.

If you need help with any other information, please be sure to let us know.

Thanks all for adding some weight to this issue, appreciate your responses!

I too have Sonos/internet Radio back, seems to be some glitch in the permissions somewhere to me, but pleased it seems to have “fixed itself”.  

I’m estimating that my radio access was denied for up to 36 hours maybe a fare bit less, I wasn’t in trouble shoot mode, just slightly frustrated, but happily got on with a great weekend surrounded by fine SONOS sound just not radio.

Mystery continues, I will report if the same occurs again, maybe a pattern may appear.

Hi @FiFi5.

Welcome, thank you for reaching back to Sonos Community.

You may wanna try also our free trial for the Sonos Radio HD.

Manage your Sonos Radio HD subscription

Let us know if it works. If you need help with any other information, please be sure to let us know.

Thanks Mark,

I may be missing something but I do not see anywhere a “subscriptions” link when I log in, puzzled by the instructions in your link.

regards

Hi @FiFi5.

Welcome, thank you for reaching out to Sonos Community.

Here are some requirements for Sonos Radio HD:

• Latest Sonos app R6 versoin.

• Registered Sonos household.

• Broadband internet and wifi fast enough to handle the high demand of FLAC audio streams.

• Valid Sonos Radio HD subscription.

• Customers outside of the US and UK will not se the Sonos Radio HD.

Let us know if it works. If you need help with any other information, please be sure to let us know.

What is the R6 version? Is that 12.2.1, or is it something else?

Hi @Airgetlam.

Welcome, thank you for reaching out to Sonos Community.

Yes, that is the 12.2.1 version.

If you need help with any other information, please be sure to let us know.

I am today receiving the ‘unable to play Sonos Radio’ - access is denied message and can’t access this music service for which I pay a monthly subscription to Sonos HD radio. Seems from earlier comments that this issue is recurring over a prolonged period now. Can this be resolved please?

I don’t pay for Sonos Radio HD but I keep getting this error when trying to play any free Radio station. Happens daily and pretty much all day long. Started about a week ago and I still can’t get it to work. Super frustrating. Same issue on iPad and iPhone. My Sonos app is always up to date and I’ve tried logging out/logging back in multiple times. @Mark P are you still following this thread?

Hi @lansee.

Welcome, thank you for reaching out to Sonos Community, We appreciate your time and effort in posting your concern here in our community.

If you're still having issues with Sonos Radio HD. 

I would like to recommend calling our customer phone support on this so you can be assisted with more thorough and in-depth troubleshooting steps as well as remote diagnostics that can be remotely gathered from your Sonos devices with your permission

If you need help with any other information, please be sure to let us know.

Having this issue right now, Sonos Radio status has a green checkmark next to it though. What gives?

Hi @mgibson323.

Welcome, thank you for reaching out to Sonos Community, We appreciate your time and effort in posting your concern here in our community.

Will you able to send a screenshot of your Sonos radio that has a greencheck mark?

Also diagnostic report from your Sonos system and reply back with your confirmation number?

If you need help with any other information, please be sure to let us know.

The Sonos radio status can be seen by anyone here: https://status.sonos.com/

Diagnostic confirmation number is 1937439077.

Hi @mgibson323.

Welcome, thank you for reaching back to Sonos Community

I’ve review your diagnostic report and their are some settings you need to change in your router for Sonos to work smoothly.

Here are router settings that need to be verified. You can contact your ISP or the manufacturer of the router for assistance.

a. Auto channel must be set to Off

b. Choose best non-overlapping channel (1,6,11)

c. Set channel bandwidth to 20MHz

d. Both 2.4GHz and 5GHz should be enabled

e. 802.11 band should be set to b/g/n

f. Airtime Fairness should be disabled

Let us know if it works. If you need help with any other information, please be sure to let us know.

Hi,

I‘ve never changed any of those router (Orbi RBR50) settings - the radio stations used to work, and the other day just suddenly started saying “access denied”. It’s unreasonable to ask people to make so many modifications to an external piece of hardware when everything else is working exactly as expected. For what it’s worth:

1. Not shutting this off, due to other devices in use
2. n/a
3. Already set
4. both are enabled
5. already on b/g/n
6. Cannot disable this

Hi @mgibson323.

Welcome, thank you for reaching back to Sonos Community, We appreciate your time and effort in posting your concern here in our community.

The recommended router settings above are for the typical household router.

Other mesh wifi router doesn't have an option get the recommended setup, that's why it would be best if you can call our customer phone support on this so you can be assisted with more thorough and in depth troubleshooting steps as well as a remote diagnostics that can be remotely gathered from your Sonos devices with your permission. 

If you need help with any other information, please be sure to let us know.

Hi Mark P,

So in your opinion, the issue affecting the ability to play *only* Sonos radio stations is somehow related to the networking settings of my router? These same settings do not affect my ability to play any other music or radio service? Please let me know.

Thanks.

My issue was resolved by contacting support. Let that be a lesson to you: try unplugging and plugging back in the speaker! Thanks @Mark P 

I am experiencing the same issue now (Jan 2022). When selecting a Sonos Radio Station (not a Sonos HD Radio station, just regular Sonos Station), I get “access is denied”.  I can play Amazon and other material, but the majority of what I play is Sonos Radio stations. Any ideas on a solution?  I use Sonos Amp. Not sure that makes mma difference on this.  I logged out of the App, logged back in. 

That’s Jan 2021. Fat fingered that one!

I stumbled into what appears to be a solution. Meaning it’s working now but a mystery as to why it’s been down for so long to and why this worked...
 

I went to Settings > Services & Voice > Sonos Radio. Then I saw “Reauthorize account”. Never seen that before. I tried it. It failed. So of course I tried it again. Hmmm. It still came back with “Reauthorize account” but no failure.  Now Sonos Radio works.  This seems fairly mysterious.

Does this have something to do with the recent addition of the new paid HD Radio service?

@dspdon I just unplugged the problematic unit for about a minute and then plugged it back in. That solved the problem for me.