Contributor I

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Amazon Music no longer working

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I am hoping that someone can assist with a major problem I have and this is not yet another 'new app problem'.

I have Amazon Music Unlimited connected to my (extensive) Sonos system. With the latest app update it has basically stopped working leaving me with limited misic. Behaviour is odd however mostly it just doesn't work and I get errors saying there is a problem with Amazon. However, every so often it does at least list some music, e.g a playlist. When I try to play it, it may work or skip a number of songs before finding one that plays. After that it will stop. If a speaker already had a music queue, you can hit play on the speaker and it works but stops after maybe 3 songs.

I have tried:

- uninstalling and reinstalling Sonos app

- re authorising Amazon Music

- other devices (same behaviour)

- contacting Sonos support (have an incident number but have to phone next week - will update if I find out more as I have sent diagnostics).

I attach screen shots as examples. I also have a video of it wildly skipping songs but don't seem to be able to upload.

Note other services work. Sonos Radio and Calm. Plus Amazon Music App itself works sweetly.

Help. I currently have a very expensive, unusable system.

Thanks

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furacaopr

Prodigy III

One more diagnostics ending on 080, before I restore my Play:1 to its original system

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Sammo123

Trending Lyricist I

Hi @Sammo123

Thanks for the diagnostic - although you use a different email here than for your Sonos system, I was able to find it. I’ll forward it to my colleague.

Hi, any update to this please? Anything we can try or do we need to wait for an update from sonos to amazon?

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robertboca

Lyricist III

Hi @Sammo123

Thanks for the diagnostic - although you use a different email here than for your Sonos system, I was able to find it. I’ll forward it to my colleague.

Hi, any update to this please? Anything we can try or do we need to wait for an update from sonos to amazon?

I am getting tired music is supose to be a joy sonos we have no joy amazon will not play at all on my 14 speaker system press play and noting returns to play button just tired and pissed off like the rest…..

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Ken_Griffiths

I am getting tired music is supose to be a joy sonos we have no joy amazon will not play at all on my 14 speaker system press play and noting returns to play button just tired and pissed off like the rest…..

in your case I would perhaps get in touch with Sonos Support directly as Amazon Music is working for the majority of users and if you can’t get it to work at all, that sounds like an entirely different matter. Here is the link to give ‘em a call when you’re near your system.

https://support.sonos.com/s/contact

There maybe a delay getting through in some instances (depending on local demand where you are) but it can be done when convenient to yourself and hopefully the Staff will be able to assist you to resolve the matter, once they have details of your local setup and diagnostic reports.

Hope that assists and hope you can get the matter resolved too.. I’ve just checked Amazon Music via the Sonos App and it’s working where I live, here in the UK.

The Sonos status page shows all is working okay too with that service.

https://status.sonos.com

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Sammo123

Trending Lyricist I

I am getting tired music is supose to be a joy sonos we have no joy amazon will not play at all on my 14 speaker system press play and noting returns to play button just tired and pissed off like the rest…..

in your case I would perhaps get in touch with Sonos Support directly as Amazon Music is working for the majority of users and if you can’t get it to work at all, that sounds like an entirely different matter. Here is the link to give ‘em a call when you’re near your system.

https://support.sonos.com/s/contact

There maybe a delay getting through in some instances (depending on local demand where you are) but it can be done when convenient to yourself and hopefully the Staff will be able to assist you to resolve the matter, once they have details of your local setup and diagnostic reports.

Hope that assists and hope you can get the matter resolved too.. I’ve just checked Amazon Music via the Sonos App and it’s working where I live, here in the UK.

The Sonos status page shows all is working okay too with that service.

https://status.sonos.com

Seems odd that there is a few of us, all with the same issue, only with amazon music. Also, amazon support was basically useless and just blamed sonos

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Belly M

Just to add Bluesound users are experiencing similar issues with Amazon blaming Bluesound.

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Ken_Griffiths

Seems odd that there is a few of us, all with the same issue, only with amazon music. Also, amazon support was basically useless and just blamed sonos

Maybe Amazon are doing some work in some locations but Amazon Music UHD, via Sonos App, is definitely working fine here at the moment. If the issue was everywhere then these boards usually light up when there’s a much wider outage of a service.

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Sammo123

Trending Lyricist I

Hi All,

I asked amazon support if known issue and is it being looked at. They said

Naif | Customer Service

Yes it is being looked into and our team is working on it to fix

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