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Matteo
Producer II
Aug 19, 2026 9:46 PM UTC
Answered

Playlist Connection To Amazon Music Is Lost

Hello,

 

Some frustration here. I have Amazon Music Unlimited. I can connect to Amazon Music just fine. But when I try to play various Playlists that I have created using My Sonos I receive the message “The connection to Amazon Music was lost.

  1. I have uninstalled and reinstalled the Sonos app (S1).
  2. I have uninstalled and reinstalled the Amazon Music services on the Sonos app. Also, the Amazon Music was re-authorized.
  3. I have power-cycled everything: unpowered all my Sonos devices and unplugged my router and restarted everything five minutes later.

Bottom line: No difference.  I cannot play my my Sonos Playlists with Amazon Music tracks: “The connection to Amazon Music was lost”.

At this point I have no idea what to do except the solution of last resort, which is to re-create all of my playlists. This, of course, is unattractive, to say the least.

Any suggestions or advice would be appreciated!

Mateo

Jamie A
Jamie AAnswer
Sonos Staff
Aug 21, 2026 3:32 PM UTC

Hi ​@Matteo, 

I’m sorry to hear that you’re having issues playing your playlist in the Sonos app.

Our team has confirmed with Amazon that track IDs are the same between the old and new service so any Sonos playlists should play as normal. There are however some tracks that have been removed during the change by Amazon, which we suspect could be the issue here.

As a test, are you able to play individual songs from any of your playlists instead of trying to play the whole playlist? Also, like ​@Stanley_4 suggested, are you able to create a small test playlist to see if that works.

If individual songs and a test playlist work, then I would assume that certain tracks are in your Sonos playlist that are no longer on Amazon’s service, causing the error. If that doesn’t work, then I would recommend reaching out to our support team for further troubleshooting assitance.

I hope this helps!

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5 replies

Stanley_4
Stanley_4
Grand Maestro
Aug 19, 2026 9:49 PM UTC

Try recreating a small Playlist and see if it works.

There was an announcement of big changes to the Sonos Amazon connection today, S1 wasn't mentioned but S2 folks are seeing issues too.

https://support.sonos.com/en-us/services/amazon-music

 

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MoPac
MoPac
Headliner III
Aug 20, 2026 3:26 AM UTC

I don’t have S1 but I do have SonoPhone where the new Amazon Music is presented in a different way.  The User Playlists & Library are sub menu selections in the Collections menu choice.

 

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controlav
controlav
Lead Maestro
Aug 20, 2026 12:56 PM UTC

It is highly likely this is related to this bug:

I would (i) link this thread to the linked item in the above post so that Support see it and (ii) hold off on re-creating your playlists and hope Sonos/Amazon fix this soon.

I am guessing the recent SMAPI changes changed the ids of Amazon playlists, which is unfortunate.

However to be clear: while the Favorites (under My Sonos) are broken, do the underlying Amz playlists still work (use the mobile app to get to them as Desktop is broken)?

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Author of the leading independent Sonos apps for Android, MacOS, iOS, Windows and Xbox.
Jamie A
Jamie AAnswer
Sonos Staff
Aug 21, 2026 3:32 PM UTC

Hi ​@Matteo, 

I’m sorry to hear that you’re having issues playing your playlist in the Sonos app.

Our team has confirmed with Amazon that track IDs are the same between the old and new service so any Sonos playlists should play as normal. There are however some tracks that have been removed during the change by Amazon, which we suspect could be the issue here.

As a test, are you able to play individual songs from any of your playlists instead of trying to play the whole playlist? Also, like ​@Stanley_4 suggested, are you able to create a small test playlist to see if that works.

If individual songs and a test playlist work, then I would assume that certain tracks are in your Sonos playlist that are no longer on Amazon’s service, causing the error. If that doesn’t work, then I would recommend reaching out to our support team for further troubleshooting assitance.

I hope this helps!

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    MatteoAuthor
    Producer II
    Aug 21, 2026 4:21 PM UTC

    Thank you everyone for your useful and enlightening suggestions. I have not yet created a new playlist, but I shall do so soon. I very much appreciate all of your kind replies. 

    With gratitude,

    Mateo

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