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Albert g951
Contributor I
May 1, 2022
Answered

Amazon Music Not working

I am receiving periodically messages when I try to access Amazon Music through my Sonos system that I need to go to Amazon.music.com and supply missing information. I go to the website and there is absolutely no missing information. I delete and install Amazon music in my music services and it usually works, but the next day I can not access Amazon Music. Is this a system issue?  

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    Mr. T
    Mr. TAnswer
    May 1, 2022

    I have not encountered that problem with Amazon Music.

    Next time it happens, I would submit a diagnostic.

    In the Sonos app, go to Settings > Support > Submit Diagnostics, then contact Sonos Customer Care by telephone to discuss.

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    31 replies

    Mr. T
    Mr. TAnswer
    May 1, 2022

    I have not encountered that problem with Amazon Music.

    Next time it happens, I would submit a diagnostic.

    In the Sonos app, go to Settings > Support > Submit Diagnostics, then contact Sonos Customer Care by telephone to discuss.

    Stanley_4
    Stanley_4
    Grand Maestro
    May 1, 2022

    I saw that one time but it cleared up in a couple minutes.

    If yours isn’t clearing a diagnostic and contacting Sonos Support with the number would be good. They don’t usually look at diagnostic data unless you contact them.

    DECOPOLIS
    Lyricist I
    May 7, 2022

    I have been getting the same message.  Have gone to the Amazon music site as the message says to do and all the info I can find is correct. Whenever I hit play I get that message and then multiple songs quickly show, going down our playlist then it stops and no music. Hit the play again, and get the same pattern of showing the message and dozens of songs showing up one after the other. If I do this for several minutes the music starts up again, but this is a big pain. 

      Ken_Griffiths
      Ken_Griffiths
      May 7, 2022

      I have been getting the same message.  Have gone to the Amazon music site as the message says to do and all the info I can find is correct. Whenever I hit play I get that message and then multiple songs quickly show, going down our playlist then it stops and no music. Hit the play again, and get the same pattern of showing the message and dozens of songs showing up one after the other. If I do this for several minutes the music starts up again, but this is a big pain. 

      I would perhaps speak to Amazon about this - there was an issue similar a while back, when Amazon switched some Prime Account users to Music Unlimited and their previous playlists were pointing to the wrong location in their cloud, but users were advised to call their support desk who resolved the issue.

      So maybe start there and if no joy with Amazon, then try the suggestion above of submitting a diagnostic report and contacting Sonos Support

        Anonymous
        May 7, 2022

        I’m having this exact same problem today and re-adding and re-authorizing doesn’t fix it.

         

        I created a diag number but couldn’t get a hold of anyone on Sonos’s 24/7 chat support.

        Stanley_4
        Stanley_4
        Grand Maestro
        May 7, 2022

        Post a diag number here and hope it is seen or use the phone to get hold of Support.

        The phone option is usually by far the best choice.

          ryanmcfitz
          Lyricist I
          May 8, 2022

          I have had the same problem for the past month.

          The prospect of calling either Amazon or Sonos for phone support exhausts me in advance.

          However, I just went to Settings on the Sonos app, then Services & Voice, then selected Amazon. I was prompted to reauthorize the service and there was a checkbox to remain signed in.

          I completed this and Amazon music is restored. The app’s direction for ME to go to music.amazon.com was a complete red herring.

            eandy
            Contributor I
            May 8, 2022

            This is solved by Re-Authorizing Sonos to use Amazon. 

            On the IOS app

            1. go into “Services & Voice” 
            2. go into “Amazon Music”
            3. Select “Re-Authorize Account” and follow prompts
            4. Wait 5-10 minutes and the problem should be solved.

            I had this problem this morning and this worked for me.

              timothyp
              Contributor II
              May 14, 2022

              This keeps happening to me quite often.
              I’ll be in the middle of listening to Amazon Music and then all of a sudden it’s not working.

              When I go to try and reauthorize, it tells me there was a problem authorizing my account and to check my internet connection [which is fine!].

              Other services, like my local music library or youtube music are still working.

              I just sent a diagnostic 1731163895

              Amazon Music has worked great for years until recently and I haven’t changed anything.

               

              Mr. T
              Mr. T
              May 14, 2022

              The issue seems to be with accounts in US/Canada, based on the profiles of users reporting this error.

              The more people that report it to Sonos Support, the more likely the issue will be resolved.

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