Contributor I

Answered

Apple Music playback interrupted saying 'Unable to play - the song is not encoded correctly'

Forum|Forum|3 years ago
May 4, 2023
79 replies
6145 views

When I stream songs from Apple Music via the Sonos app, playback is occasionally interrupted with a message of 'Unable to play [insert song name] - the song is not encoded correctly'.

It's unpredictable when it happens, sometimes it could be half way through a track and it occurs, also happens multiple tracks in a row. Other times it could go through multiple tracks with no issues then the error suddenly occurs.

I've done all the troubleshooting stated on the Sonos website but I'm pretty sure my setup isn't the problem because I use a Radio App and also use YouTube Music via the Sonos app with no playback issues, the error just happens with Apple Music.

Has anyone else experienced the same issue? Suggestions on a possible fix?

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Best answer by Corry P

Hi @markjalb

Welcome to the Sonos Community!

We are aware of an issue whereby tracks uploaded to Apple Music can give a “not encoded correctly” error when attempted to play on Sonos. Apple are working on a resolution.

In the meantime, you can circumvent the issue by searching for tracks instead of browsing, or by grouping-in a speaker not in the following list:

Amp
Arc / Arc SL
Beam (all generations)
Era 100 / 300
Five
Move
One / One SL
Port
Ray
Roam / Roam SL
Sub (gen 2, gen 3) / Sub Mini
SYMFONISK products

I hope this helps.

Alex.L

Lyricist III

Maybe a networking issue and the streaming of the song isn’t getting through well enough. Is your speaker far from the router or on a powerline extender?

Previously a DJ & Radio Presenter. iOS & Android developer in my spare time. Setup: Move, Archer AX1500 with Raspberry Pi as DNS with AdGuardHome

D

dieg00

Lyricist III

Have you check this thread?

M

markjalbAuthor

Contributor I

Shouldn't be an issue, I have my beam connected directly to my router via ethernet. I even followed the troubleshooting guide and tried a different ethernet cable and still the same issue.

Also strange that it only happens with Apple Music, within the Sonos App, YouTube Music works fine.

M

markjalbAuthor

Contributor I

Have you check this thread?

Just looked it at, while not the exact same issue, similar experience.

Not exactly promising, general consensus over there is that Sonos support knows there's a problem but focused on trying to shift blame within a user's home network (when there isn't one considering other music services work fine) rather than working out if there's an issue between Sonos and Apple.

Corry PAnswer

Sonos Staff

Hi @markjalb

Welcome to the Sonos Community!

We are aware of an issue whereby tracks uploaded to Apple Music can give a “not encoded correctly” error when attempted to play on Sonos. Apple are working on a resolution.

In the meantime, you can circumvent the issue by searching for tracks instead of browsing, or by grouping-in a speaker not in the following list:

Amp
Arc / Arc SL
Beam (all generations)
Era 100 / 300
Five
Move
One / One SL
Port
Ray
Roam / Roam SL
Sub (gen 2, gen 3) / Sub Mini
SYMFONISK products

I hope this helps.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

S

SPJ

Lyricist III

For general info- In my case the problem is definitely linked to the files. I get this error message on some of my albums - I will get the message when I try and play the album in my library through the Sonos app, although the same track will play through the Apple Music app via airplay. Also If I search for the song/album in Apple Music via the Sonos app it will play fine, and I can solve the problem by deleting the album from my Library and adding it back in again.

Airgetlam

That certainly suggests that the track has DRM encoded in it, and is likely an ancient download from Apple, before they stopped using DRM. I remember a couple of days when I had to delete all my old local Apple files, and download fresh, DRM free versions. Years ago, now. Maybe 2015?

Bruce

S

SPJ

Lyricist III

It’s something like that although a lot of mine were ripped from cds but I have recently subscribed to Apple Music and since I bought my Sonos started using the Library Sync option which I believe is like the old ITunes Match

Airgetlam

Well, that’s certainly a different situation, not at all analogous to my suggestion. Have you submitted a system diagnostic within 10 minutes of experiencing this problem, and called Sonos Support to discuss it?

There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.

When you speak directly to the phone folks, they have tools at their disposal that will allow them to give you advice specific to your Sonos system and network.

Bruce

joegaeta

Contributor I

Hi @markjalb

Welcome to the Sonos Community!

We are aware of an issue whereby tracks uploaded to Apple Music can give a “not encoded correctly” error when attempted to play on Sonos. Apple are working on a resolution.

In the meantime, you can circumvent the issue by searching for tracks instead of browsing, or by grouping-in a speaker not in the following list:

Amp
Arc / Arc SL
Beam (all generations)
Era 100 / 300
Five
Move
One / One SL
Port
Ray
Roam / Roam SL
Sub (gen 2, gen 3) / Sub Mini
SYMFONISK products

I hope this helps.

@Corry P -

Any update on the timetable for a solution? This is VERY disappointing. Being able to play my own extensive Apple Music library through my networked speakers was a HUGE factor in my purchase of several Sonos speakers throughout my house.

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