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Thomas Thiry
Trending Lyricist I
Jun 15, 2017 4:12 PM UTC
Question

Unable to play cloud queue access is denied

Hello,
For the last days I've had an issue which happens several times a day.
I control my sonos system from a windows 8.1 computer with the sonos and spotify applications.
During playback, sometimes the playing stops and the sonos application displays a message that says "Unable to play cloud queue - access is denied". It then deselects my sonos device from the spotify application (in the spotify connect devices list). I have added a screenshot of the error in attachment.
Then I have to try again several times (play - select the sonos device) until it works again.
Could you help me out please?
Thank you.
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13 replies

Thomas ThiryAuthor
Trending Lyricist I
Jun 15, 2017 6:59 PM UTC
It just happened again, giving me first another message (see new attachment) and then the first error message (see above).
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Airgetlam
Airgetlam
Jun 16, 2017 3:11 AM UTC
Probably wise to submit a system diagnostic and post the number here right after seeing that error. It will go a long way to helping the folks at Sonos figure this issue out.
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Bruce
Thomas ThiryAuthor
Trending Lyricist I
Jun 16, 2017 6:15 AM UTC
Yeah, I hesitated but the application tells you "please submit a diagnostic only if requested by the sonos team", so I didn't submit it.
I did it just now, but I can't see if the logs of yesterday are included in it or not. The confirmation number is: 7496567.
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Stuart_W
Stuart_W
World-Class Superstar
Jun 16, 2017 10:01 AM UTC
It includes about 15 minutes worth of data
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Arc + Sub (Gen 1) + 2 x Play 1/ Stereo Play 3s/ Era 100 Stereo in Kitchen, One Stereo in Bedroom, Play 1 stereo pair in Study, Play 1in Bathroom, Sonos Move 2
Airgetlam
Airgetlam
Jun 16, 2017 4:43 PM UTC
I suspect that they get inundated by hundred/thousands of diagnostics a day, which is probably why they are putting that warning there. And why it's always a good idea to post the confirmation number in these threads. Helps them from having to sift through all of the chaff to get to the wheat!
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Bruce
Matt R
Sonos Staff
Jun 17, 2017 1:34 PM UTC
Hi Guys

Regarding the diagnostics, the reason it says only when requested, is that we don't get a notification that one has been submitted, so we don't customer's expecting a response to submitting one, i.e. we need to know that one has been sent.

Thomas, you are correct the units had been powered off since the issue had occurred and we are unable to see the playback errors relating to spotify, If you are able to submit another Diagnostic ideally within 20 mins of getting the error and then reply with the number, we can take a look. Do let us know, thanks
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Thomas ThiryAuthor
Trending Lyricist I
Jun 17, 2017 5:24 PM UTC
Ok, thanks for your answers. I'll submit another diagnostic as soon as I have the issue again.
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Thomas ThiryAuthor
Trending Lyricist I
Jun 17, 2017 8:52 PM UTC
I've just had the issue again. I have 2 sonos devices and the (spotify) playback keeps switching between the two. And the song starts over.
I submitted a ticket a minute after it occurred: 7502238
Thanks in advance for your help.
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Thomas ThiryAuthor
Trending Lyricist I
Jun 21, 2017 7:15 PM UTC
I'm also getting "file cannot be found" when trying to start spotify.
I submitted a diagnostic for that too: 7514832
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Andy B
Andy B
Sonos Staff
Jul 7, 2017 2:17 PM UTC
I'm also getting "file cannot be found" when trying to start spotify.
I submitted a diagnostic for that too: 7514832

Thanks, Thomas. To start, can you change the channel your system is operating on to channel 1 to see if that helps. Do you have the CONNECT:AMP wired directly to the router or is it wired to an intermediary device first? As a best practice, we also advise making sure the Sonos product wired to the router has at leat two feet of distance. This way the wireless signals can pass easier.

If you're still haveing troubles, please pass along another diagnostic with your reply.
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