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Andres0801
Contributor I
March 7, 2017

Unable to play song-unable to connect to Apple music

  • March 7, 2017
  • 6 replies
  • 526 views
Im having this problem a lot!! id tried to reset my modem, disconnect an reconnect the speaker, nothing works!! and the problem have been increasing last 3 weeks... some times a can listen music at all during the day, some times it works and suddenly in the middle of the song the music turns off or change the song.
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6 replies

Jeff S
Jeff S
Retired Sonos Staff
March 9, 2017
Im having this problem a lot!! id tried to reset my modem, disconnect an reconnect the speaker, nothing works!! and the problem have been increasing last 3 weeks... some times a can listen music at all during the day, some times it works and suddenly in the middle of the song the music turns off or change the song.

Hi Andres0901,

Please submit a diagnostic report from your system after you get this error. Then reply with the confirmation number and I'll take a look for you.
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Andres0801Author
Contributor I
March 17, 2017
7193783

7193779
Andres0801Author
Contributor I
March 17, 2017
Thanks Jeff
Jeff S
Jeff S
Retired Sonos Staff
March 20, 2017
7193783

7193779

It would be best to continue troubleshooting this issue with our phone team. Please give us a call and reference case number: 170320-002789. You can find our phone number and hours here.
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1192tom
Lyricist I
October 16, 2017
Im having this problem a lot!! id tried to reset my modem, disconnect an reconnect the speaker, nothing works!! and the problem have been increasing last 3 weeks... some times a can listen music at all during the day, some times it works and suddenly in the middle of the song the music turns off or change the song.

Hi Andres0901,

Please submit a diagnostic report from your system after you get this error. Then reply with the confirmation number and I'll take a look for you.


I am having the same problem, my Diagnostics number is

7959558
Keith N
Keith N
Sonos Staff
November 10, 2017
Thanks for the diagnostic, 1192tom. I was able to take a look and was unable to determine a source of the audio dropouts. The only error message I can see is from Spotify. Do you experience this on multiple music services or only one? Additionally, we have released a couple updates since this last diagnostic report. Would you mind sending us another to get a more fresh look at your Sonos system?

Much appreciated.
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