Contributor I

Answered

Apple Music - can't connect

26 replies
8917 views

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 SAnswer

Retired Sonos Staff

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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User262360Author

Contributor I

338875149

unfortunately it’s still occurring! S1 and S2

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User262360Author

Contributor I

Phone support is a pain - can Sonos please start offering email support again?

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GraPC

Avid Contributor I

I'm having the same issue with my Apple music account. I have a family plan and my partner can log into her Apple music account on the Sonos app, but I can't.

I'd updated my Apple ID password yesterday and I believe this is why it won't work. The Sonos app doesn't seem to recognise that I've updated my password.

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farfarello

Lyricist I

same issue here, diagnostic code 44988101

error logs say a series of “unable to browse music - there was a problem connecting to apple music” messages and then a series of “we’ve run into a problem, try again”

i have removed and added the apple music service, reauthenticated. happens on my home network and when on VPN for work, has been consistent since iOS14 update, perhaps earlier.

Airgetlam

The VPN should be blocking the ability of the speakers to reach out to the Apple servers.

You also may want to try a reboot of your router, but that won’t change the VPN issue.

Bruce

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farfarello

Lyricist I

to clarify, my computer where i was running the sonos controller is sometimes on VPN. the speakers have their own network connection and are never on VPN. regardless of the VPN status, the issue is the same

Airgetlam

Ah, that wasn’t clear. Still, you should at least try a reboot of your router, followed by a reboot of the speakers. In the meantime, I’ll wait to see what the diagnostic suggests.

Bruce

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jsdwww

Lyricist I

Any update? Also having the same issue (diagnostic info to be sent).

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daghdaireland

Contributor I

Same issue. It’s wearing real thin I must say. Ive had this issue on and off over the years. I’ve submitted diagnostic reports - Offered up 2 tread questions - never got a conclusive answer. It’s time to switch to a Bluetooth speaker system. Sonos - I have given you hours of my time trying to sort out this BS - out of a sense of loyalty to your vision and suggested ethos. It’s not worth it any more. Over and out. 2 x play 5s on route to the charity shop.

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User197428

Contributor I

Same problem. I phoned customer support again as advised on here by a Sonos advisor. Not helpful. Just said it’s a known Apple problem for which there is no fix as yet. 🤷🏼‍♂️

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