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05gpgtp
Contributor I
Aug 12, 2026 6:17 PM UTC
Answered

Amazon music connection loss

Anything I've tried so but let amazon music work on my sonos app.  I've reset wifi, router, removed amazon and added, reauthorized, cleared cache on sonos and amazon, forced stop and opened break up and so days Amazon Music connection lost. I can use any other services just fine.  This is either strictly an amazon issue  ir sonos app connecting to it.  

 

This just started a few days ago. 

05gpgtpAnswer
Contributor I
Aug 12, 2026 10:38 PM UTC

To all, I  just recieved a planned maintenance notice for Amazon Music. They could have submitted this earlier to avoid all the bs checks on my end and waste of time. 

 

Also found Sonos app has an update. After doing that it's working fine. 

the best "Answer" . Nothing further needed.  Resolved. 

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24 replies

AjTrek1
AjTrek1
Aug 12, 2026 6:26 PM UTC

This link shows Amazon must as operational

https://status.sonos.com

I’d check subscription status for payment information and/or if you are trying to access Amazon Music on multiple devices on a subscription not designed for such or maybe having exceeded the number of devices allowed.

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    Stanley_4
    Stanley_4
    Grand Maestro
    Aug 12, 2026 6:27 PM UTC

    Last step before calling support is a network refresh. You seem to have done some of this but the order is important. 

    Power down ALL Sonos,  reboot router and controller, wait for the router to stabilize and power up your Sonos.

    If Amazon still isn't working for you submit a diagnostic and call support.

    I think there were Amazon issues yesterday, today my Amazon is working well.

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      05gpgtpAuthor
      Contributor I
      Aug 12, 2026 8:02 PM UTC

      Last step before calling support is a network refresh. You seem to have done some of this but the order is important. 

      Power down ALL Sonos,  reboot router and controller, wait for the router to stabilize and power up your Sonos.

      If Amazon still isn't working for you submit a diagnostic and call support.

      I think there were Amazon issues yesterday, today my Amazon is working well.

      I've done all that but thank you

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      05gpgtpAuthor
      Contributor I
      Aug 12, 2026 8:04 PM UTC

      This link shows Amazon must as operational

      https://status.sonos.com

      I’d check subscription status for payment information and/or if you are trying to access Amazon Music on multiple devices on a subscription not designed for such or maybe having exceeded the number of devices allowed.

      I've been using Amazon music for a long time. through the Sonos app.  No charges to system recently and subscription is good 

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      Stanley_4
      Stanley_4
      Grand Maestro
      Aug 12, 2026 8:11 PM UTC

      Last step before calling support is a network refresh. You seem to have done some of this but the order is important. 

      Power down ALL Sonos,  reboot router and controller, wait for the router to stabilize and power up your Sonos.

      If Amazon still isn't working for you submit a diagnostic and call support.

      I think there were Amazon issues yesterday, today my Amazon is working well.

      I've done all that but thank you

      I saw you had done all that, but not in the order I mentioned, since you did it in the order given it wasn't the issue.

      Time to call support.

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      05gpgtpAuthor
      Contributor I
      Aug 12, 2026 8:17 PM UTC

      Last step before calling support is a network refresh. You seem to have done some of this but the order is important. 

      Power down ALL Sonos,  reboot router and controller, wait for the router to stabilize and power up your Sonos.

      If Amazon still isn't working for you submit a diagnostic and call support.

      I think there were Amazon issues yesterday, today my Amazon is working well.

      I've done all that but thank you

      I saw you had done all that, but not in the order I mentioned, since you did it in the order given it wasn't the issue.

      Time to call support.

      Its an Amazon thing for sure,  since sonos radio and other services added work just fine. 

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      kdowling
      kdowling
      Aug 12, 2026 8:20 PM UTC

      I’ll second the “call Sonos Support”. Sonos Support should be able to help. Try submitting a diagnostic (Submit Diagnostics) within 10 minutes of getting the connection lost error. Then call Sonos Support (Sonos Support) to discuss it. They may be able to see why it’s losing the connection to Amazon Music. Don’t post the diagnostic number here.

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      AjTrek1
      AjTrek1
      Aug 12, 2026 8:31 PM UTC

      OK… once last thing to try before calling support 😊

      You mentioned that you removed Amazon music from the app and reauthorized it. 

      This may sound redundant but it may work. It also assumes the Sonos app and your device are up-to-date

      1. Remove Amazon music from the Sonos app
      2. Go to your Amazon Music account and sign-out
      3. Delete Amazon Music from your device
      4. Reinstall Amazon Music and Sign-in
      5. Reinstall Amazon music in Sonos App
      6. Stop the Sonos app and restart it
      7. Try Amazon Music 
      8. If all fails run a diagnostic and make note of the reference ID (do not publish it in the community) then call Sonos Tech support
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      Together Everyone Achieves More = T.E.A.M.
      05gpgtpAuthor
      Contributor I
      Aug 12, 2026 9:30 PM UTC

      OK… once last thing to try before calling support 😊

      You mentioned that you removed Amazon music from the app and reauthorized it. 

      This may sound redundant but it may work. It also assumes the Sonos app and your device are up-to-date

      1. Remove Amazon music from the Sonos app
      2. Go to your Amazon Music account and sign-out
      3. Delete Amazon Music from your device
      4. Reinstall Amazon Music and Sign-in
      5. Reinstall Amazon music in Sonos App
      6. Stop the Sonos app and restart it
      7. Try Amazon Music 
      8. If all fails run a diagnostic and make note of the reference ID (do not publish it in the community) then call Sonos Tech support

      Thanks, I can play AM on my phone just fine and computer,  just not through the Sonos app. I also already did the l signout on both with no resolution.  It's a bit crazy really.  I can use ihwaet radio , YouTube music,  Sonos radio just fine

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      05gpgtpAuthor
      Contributor I
      Aug 12, 2026 9:31 PM UTC

      I’ll second the “call Sonos Support”. Sonos Support should be able to help. Try submitting a diagnostic (Submit Diagnostics) within 10 minutes of getting the connection lost error. Then call Sonos Support (Sonos Support) to discuss it. They may be able to see why it’s losing the connection to Amazon Music. Don’t post the diagnostic number here.

      Yeah Sonos is great at their support.  I've had to use them before. 

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