Apple Music Playlists: We've Run Into a Problem

I’d have loved to have been at that show… Nice. What’s not to like about Glen Miller, eh?

Anyhow I hope ALL the issues you’re seeing with the Apple service get resolved.🤞

We have a lot of Sonos devices and we have been customers for well over a decade with never a problem. But it started for us about 2 weeks ago. At first only newly created playlists did not work and had the “We've Run Into a Problem” error, older playlists worked fine. Then, today, without any warning, all Apple Music playlists are inaccessible with the “We've Run Into a Problem”error. This is beyond frustrating and I blame both Apple (for for continual incremental tweaks that bring user pain: if it ain’t broke, don’t fix it Apple) and Sonos (for not dealing with this OCD behavior from Apple).

The good news is Apple music is easy to terminate while we have over a dozen Sonos devices in our large home and property. Spotify worked fine but the need to multiple accounts  to play music in each vehicle or the home was cutoff  was the deal breaker. So I went with Apple Music 2 years ago. I’ll be shopping for a new music service starting today and will buy no more Sonos products either nor will I recommend them. Vendors need to maintain their software when it is necessary to operate their products.

This sounds like some sort of network issue, rather than a problem with the hardware. And because it’s a single stream, rather than all streams, I’d suggest it’s the network outside of your house, not inside. I would be interested in a test, if you’re willing to take the time. Unplug all your Sonos devices from power, then reboot your router/modem. This will force a DNS update on your router, and it should pick up any potential changes in DNS instructions. Finally, plug back in your Sonos devices, which should reload their own DNS tables from the refreshed router. Give them a couple of minutes to finish rebooting, then test. Does the issue continue with Apple Music?

Another potential issue, you didn’t specify which OS you’re running on the Sonos, nor the specific Sonos device. I’ve read in other threads that Sonos is looking at an S2 issue with older CONNECTs and/or CONNECT:AMPs with failing RAM inside them, causing issues with some streaming companies, presumably those with ‘fatter’ data streams. You may want to submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it.

Bought two ‘Sonos ones’ six weeks ago to make a stereo pair, playing from Apple Music App on a Samsung phone. Clunky but working well ‘til yesterday.

Now getting message as above when trying to play from one of my (maybe too many) Apple Music playlists.

Apple still works on the phone, can access playlists when bluetoothed with the WonderBoom,  but not when trying to use the Sonos App. Have rebooted everything, no joy.

@LuddGang , I would recommend that you submit a system diagnostic within 10 minutes of experiencing this problem, and call 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 network and Sonos system.

Same problem as everyone else here. No network issues, restarted the Sonos, some playlists work fine in Apple Music, some don’t (and throw the error everyone else is mentioning). It won’t even let me add the songs from the playlists to Sonos playlists. Clearly a Sonos issue, as Apple Music works everywhere else I try to use it.

FYI, I’ve tried creating a new playlist from scratch and immediately tried using it in Sonos, and I’m getting the same error.

That’s the point at which I would submit a system diagnostic within 10 minutes of experiencing this problem, and call 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 network and Sonos system.

First of all thank for the detailed response @Ken_Griffiths. Much appreciated. The issue with me is that I get the error the moment I enter the playlist menu. So creating new playlist doesn’t solve the issue as I cannot see them. The same thing happens with the “recently added” category. Everything else under Apple Music in Sonos app works just fine(albums, songs)

I’ve also re-authorized Apple Music service. Restarted router and turn the Sonos devices on and off. Also I doubt this is an account issue as I can play everything from Apple Music except custom made lists. 

How big is your playlist? I had the same problem with the playlist with 60+ songs. I eventually split this playlist in two in AM and now they are showing in Sonos app correctly.

I’ve 

I’ve submitted the system diagnostic for this issue in 2 separate occasions to 2 separate support people and both said they didn’t see a problem, or implied that there was no obvious issue.

Next the Sonos Support Agent will request to take over your device, then they will log into a different Apple Music account to show that it works for their test account. Then you log back into your Apple Music account and the issue appears. Then they tell you it’s Apple Music’s fault.

Then you contact Apple, and over a couple weeks of bouncing around support you will eventually be talking to a senior person. They will request you use an iOS device so they can better troubleshoot the issue, but then ultimately say it’s Sonos’ problem.

Then you go back to Sonos and repeat.

The network suggestions don’t make sense because other Apple Music features work fine. For example, I can pull up the hundreds of artists and songs from my Apple Music through Sonos. Just not the playlists or the “recently” list, but mainly want the Playlists to work.

I have about 90 playlists.