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Derrick Kaleta
Enthusiast II
April 10, 2023
Answered

AAC audio files from apple music not "encoded correctly"

In the past week sonos has stopped playing AAC files from my Apple Music library anyone know why? This is happening at both houses so I know it isn’t a router issue. That said, I have restarted both routers to no avail. because they always they always start you off with the old did you restart ….

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    Airgetlam
    AirgetlamAnswer
    April 10, 2023

    Another reason that you might get the “not encoded correctly” is that there’s some sort of wifi interference blocking the ability of the speakers in getting the correct information from the Apple servers, but it does seem unlikely, given that you’ve gotten the same thing at two locations. Have you checked with Apple to see if they’ve made changes? I’d also be tempted to re-initialize my Apple connection in both locations, just as one of those “old” things that they’ll likely ask you to do. 

    But, all that being said, I still would recommend that you submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it.

    There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.

    When you speak directly to the phone folks, they have tools at their disposal that will allow them to give you advice specific to your Sonos system and network. 

    Bruce
    View in thread

    30 replies

    Airgetlam
    AirgetlamAnswer
    April 10, 2023

    Another reason that you might get the “not encoded correctly” is that there’s some sort of wifi interference blocking the ability of the speakers in getting the correct information from the Apple servers, but it does seem unlikely, given that you’ve gotten the same thing at two locations. Have you checked with Apple to see if they’ve made changes? I’d also be tempted to re-initialize my Apple connection in both locations, just as one of those “old” things that they’ll likely ask you to do. 

    But, all that being said, I still would recommend that you submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it.

    There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.

    When you speak directly to the phone folks, they have tools at their disposal that will allow them to give you advice specific to your Sonos system and network. 

    Bruce
    MonkeyDavid
    Lyricist III
    April 11, 2023

    Same issue here. Have spent a couple of hours on the phone with Sonos support, and still can’t play most of my library. They escalated to an engineer but I haven’t heard anything yet.

    it seems to be tracks that have Cloud Status of “Uploaded” or “Matched.”

    Derrick KaletaAuthor
    Enthusiast II
    April 14, 2023

    So I submitted a diagnostic report and spoke with support, after some time on the phone playing different files and services he told me it is a known Apple issue that Apple is working on. It is now a week later and I still have the issues and I see no acknowledgement of a “known issue” on this site just a nice big green checkmark next to Apple Music. I have about 20+ sonos items and I am now starting to regret it. I moved to Sonos because airplay back in the day was so wonky, I find it funny that I now have to use airplay to play my music on my sonos equipment.

    Brainiac
    Enthusiast I
    April 16, 2023

    I’m having exactly the same problem. I’m an Apple Music subscriber, but also have lots of music in Apple Music that was uploaded years ago via iTunes Match. Songs that were uploaded/matched no longer play on my AirPlay-enabled Sonos speakers (though they DO play on my older, non-Airplay Sonos speakers, like the Play:3). And when added the Apple Music version of the song and try to play that, I still get the encoded error. 

    I see in the forums that others have recently reported that same problem. So something has changed/broken, either on Apple’s side or Sonos’. It is rather frustrating.

      hjccorb
      Lyricist I
      April 19, 2023

      same problem! 

      but two different type of error logged in error file.. 

      “track not encoded correctly"

      and 

      “can’t connect to..” 

       

      in Italian the file said 

      9/04/23, 18:58
      Impossibile riprodurre 'In a Lifetime' - il brano non è codificato correttamente.

      19/04/23, 18:58
      Impossibile riprodurre '': impossibile collegarsi a .


       

      Derrick KaletaAuthor
      Enthusiast II
      April 20, 2023

      So as an update...since nobody at Sonos cares.

      I submitted a diagnostic from my home this yesterday and spoke with a Sonos tech, he had no idea what is happening. So I have the same issue happening at both houses and have sent in diagnostics from both houses and I get no possible solution. Last night I tried to play one of the playlists that had been going me issues and it played perfectly! Today it is back to playing sporadic tracks? This is just beyond crazy at this point. Oh, and have I mentioned that in between my Sonos calls I spoke with Apple Music support? They (Apple Music) have no known Sonos issues and are not working on anything as the first Sonos tech told me. 

        swetherell
        Lyricist I
        April 21, 2023

        I too am experiencing this ludicrousness. Does reverting back to Sonos 1 from Sonos 2 fix the problem? I will do that absolutely if it does.

        Derrick KaletaAuthor
        Enthusiast II
        April 21, 2023

        What I found out today is that the new Sonos equipment has the issue. Speaking with a Sonos tech confirmed this. I can play tracks just fine if I send them to an older Sonos speaker ( play 3, or old amp) and then attach a new amp to that one it all plays fine. If I directly try to send the playlist to my new amp or a play 5 it will not play correctly. They said it is a known issue and I said why isn’t it posted as a known issue on Sonos Support then? I am using S2 for all my rooms. 

          Thepef
          Lyricist I
          April 22, 2023

          Wtf Sonos, fix this issue. I’m receiving it both at my home in the USA and Portugal 

            MonkeyDavid
            Lyricist III
            April 22, 2023

            I’m a big Sonos fan with a dozen speakers (and a shareholder) and this bug has made Sonos almost useless for me. I mainly listen to playlists I’ve made over the years from CDs I have ripped, many unavailable on streaming services, and none of those can be played through Sonos right now…

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