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User262360
Contributor I
October 3, 2020
Answered

Apple Music - can't connect

Hi there, for the past couple of weeks I’ve been unable to connect to Apple Music. “We’ve run into a problem. Please try again.”

 

Tried signing out of Apple Music, reinstalling sonos app etc. No luck.

 

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    Annazel S
    Annazel SAnswer
    Retired Sonos Staff
    October 8, 2020

    Hi everyone. Thank you for your patience in this.

    It will be helpful to submit a diagnostic report on the Sonos app when the issue happens and reach out to 

    Sonos Support as we can take a closer look and discuss it with all of you individually in real-time. 

    I recommend our phone team, for they have more resources available for advanced troubleshooting, and the tools our agents can use would be very useful in this case, there can be an advantage if they need to remote into the computer/controller to see what's going on.

     

    If you have any other questions or concerns, feel free to reach out, we’re always here to help.

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    26 replies

    Annazel S
    Annazel S
    Retired Sonos Staff
    October 3, 2020

    Hi @User262360.

    Thanks for reaching out and I appreciate the troubleshooting you did, let me help and try to figure this out.

    Is this the only music service you’re experiencing the issue?

    Was there any change made on the network recently or a power outage?

    Have you tried to remove and add back Apple music service in the Sonos app?

     

    Kindly submit a diagnostic report through the Sonos app when the issue occurs, and reply with the confirmation number.

    I'd start by reviewing your system as well as the status of the devices, it will also help in identifying what's possibly causing the issue.

     

    I’m looking forward to assisting you further from here.

    If you have any other questions or run into any issues,  please do not hesitate to reach out,  we are always here to help.

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    Desiato34
    Lyricist II
    October 3, 2020

    Hi there,

    I am also having the same problem. I can load other streaming services with no problem.

    wvery time I try to load the Apple Music service I either get “make sure your Music app is updated to the latest version” which it is, followed by “we’ve run into a problem, please try again”.

    I submitted a diagnostic report, number 396044011

    this is very frustrating.

    thanks,

    Mick

    Gizm0Guru
    Trending Lyricist I
    October 5, 2020

    I can confirm I have this same problem.

    I discovered it because I noticed that updates I was making in Apple Music were not appearing on Sonos. For example, I added two playlists, and they did not appear in the Sonos app.

    Therefore, my plan was to remove the service and re-add it, forcing an update, but now I cannot reconnect to Apple Music at all, as I get a “We’ve run into a problem, please try again” error.

    Please let us know when a fix is coming!

    Gizm0Guru
    Trending Lyricist I
    October 5, 2020

    Is anyone here running a beta version of iOS by chance? I’m running 14.2 beta, so maybe it’s connected to that???

    Airgetlam
    Airgetlam
    October 6, 2020

    Sonos rarely plays well with Apple beta OS’s. I suspect it’s something in the beta code or server back end, as as soon as they go gold master, it suddenly starts working, with no updates from Sonos involved. 

    Bruce
    Desiato34
    Lyricist II
    October 6, 2020

    Is anyone here running a beta version of iOS by chance? I’m running 14.2 beta, so maybe it’s connected to that???

    On one of our phones yes, on the other no, so that doesn’t seem to make a difference,

    Bahart
    Lyricist I
    October 6, 2020

    I’m having the same problem, just started today. Running iOS 14.01. Is there a fix?

    bethany
    Lyricist I
    October 7, 2020

    I’m having the same issue. Started about a week ago before updating iOS to 14.01. Also looking for a fix, anyone have one yet? 

    Desiato34
    Lyricist II
    October 8, 2020

    No further responses from the folks at Sonos, one would have hoped they would have a fix by now.

    Annazel S
    Annazel SAnswer
    Retired Sonos Staff
    October 8, 2020

    Hi everyone. Thank you for your patience in this.

    It will be helpful to submit a diagnostic report on the Sonos app when the issue happens and reach out to 

    Sonos Support as we can take a closer look and discuss it with all of you individually in real-time. 

    I recommend our phone team, for they have more resources available for advanced troubleshooting, and the tools our agents can use would be very useful in this case, there can be an advantage if they need to remote into the computer/controller to see what's going on.

     

    If you have any other questions or concerns, feel free to reach out, we’re always here to help.

    Help others find useful content by clicking the like button and selecting the best answer to your question
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