Can neither add Audible account, nor remove existing connection

Question

Hi all, so I am dealing with an extremely frustrating issue involving connected services in the app.  One particular account (Audible) wasn’t working right (would only list items in my subscribed library but not play them) and so I figured I’d remove it and re-add but all the Sonos Android app does is give an error saying the account can’t be removed.  Nor can I add another instance of (more errors).  I tried the same on another phone.  I also tried the Windows app and it shows all my other connected services but not this one.  Trying to add it again in the Windows app also results in errors.  Why is Sonos being so stupid about this?  Tech support did not provide any solution and I’ve done all the useless restarts of routers, apps, etc.  Is there really no way to force remove a bad service connection from the list?

Corry P · Accepted Answer

Hi ​@gcookaustinWelcome to the Sonos Community!I’m sorry to hear about this strange occurrence you’ve had with the Audible service on your Sonos system.I can only recommend you get in touch with our technical support team who have tools at their disposal that will allow them to give you advice specific to your Sonos system and what it reports.I hope this helps.

gcookaustin · Answer

Update (partial success): after visiting Amazon’s ‘Manage apps & services with data access’ page and removing items related to Sonos, I saw later that the Audible service had automatically dropped off the list in the Android app (not immediately, perhaps a half hour later -- as I had already done those steps before, including resetting the Android app itself, multiple times). Unfortunately I still was unable to add it again directly. However when I tried sending audio from the Audible app to a Sonos speaker I then got a web prompt to grant Audible access to Sonos. (I had gotten this earlier too but the “Accept” link was disabled -- this time it worked.) At that point I was able to play Audible from my phone to Sonos. However…Audible still does not show up in the Sonos Android app. It DOES however appear in the Windows app! Three instances of it actually -- only one of which worked so I deleted the other two. So now I can play Audible through Sonos either directly from my phone’s Audible app, or from the Sonos Windows app, but not through the Sonos Android app. So far I have not had to factory reset any of my speakers. But ugh, what a mess Sonos is.

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