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greglutz
Contributor I
November 25, 2023

Apple Music Playlists: We've Run Into a Problem

  • November 25, 2023
  • 55 replies
  • 6097 views

For the last week (at least) our Sonos system cannot access my Apple Music playlists. When I select playlists (or Recent) it says "We've run into a problem. Try again later."

 

All other features of Apple Music appear to work including songs, albums, artists, etc.

 

I've already reinstalled the app. I've reauthorized the Apple Music account. These did not work.

 

Any idea?

 

Also this is my first post but I've had a LOT of issues with Apple Music working with sonos over the past 2 years. It's been pretty bad and unreliable.

 

Thanks

Greg

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    55 replies

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    greglutzAuthor
    Contributor I
    January 29, 2024

     

     

    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.

    To clarify, this issue is not about a single playlist. This issue is about Sonos not displaying ANY playlists from Apple Music. I think a different error for a single playlist could be different and unrelated here.

    The detective in me thinks that maybe we all added some cursed song to our playlists that broke Sonos. It would explain why Playlists and Recently Added are broken. If we could just find which song or what we did and then undo it...but joking aside there could be some dumb reason like we added a song with a title containing a forbidden character like a backslash, quotes or something. I’ve been through that with software development myself. Sonos is taking the data from Apple Music and displaying it themselves, so there could be some unhandled exception when it comes across the bad character so it crashes the entire list.

      Ken_Griffiths
      Ken_Griffiths
      January 29, 2024

      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.

      If the Sonos Support Staff remotely took control of your system and used a different Apple account login and the playlists you were having a problem with, played okay under the ‘altered’ Apple account login credentials, then that certainly sounds like good evidence to me that it’s an Apple account problem. I’m surprised Apple support did not accept that as a ‘good reason’ to investigate things further at their end.

      Their Staff must be able to remote to your network too and test these things for themselves like the Sonos Staff were able to do. If I had the same issue, I would have gone back to Apple and invited them to see the issue for themselves and perhaps demonstrate how things change when they repeat the steps with a different AppleID.

        BryFiTX
        Lyricist I
        February 2, 2024

        same issue here too..

         

        “We've run into a problem”

         

        not on all playlists..   just some

         

         

        Ken_Griffiths
        Ken_Griffiths
        February 3, 2024

        same issue here too..

         

        “We've run into a problem”

         

        not on all playlists..   just some

        Are these your own playlists, or publicly shared/available playlists - if the latter, can you post a link and I will see if I see the same issue on my account during playback. As an example, here is a shared link to the ‘Hits in Spatial Audio’ playlist taken from the Apple Music App which plays fine on my setup…

        https://music.apple.com/gb/playlist/hits-in-spatial-audio/pl.ba2404fbc4464b8ba2d60399189cf24e

        I’m just thinking if people share their ‘problem playlists’ others can perhaps see if they do play and that might point to the issue being with the Apple account (perhaps), or the actual playlist, when playing on Sonos devices. I will just add the playlist to my cloud library and see if I can play it via the Sonos App service.

          djjeddyb
          Contributor I
          February 3, 2024

          For the last week (at least) our Sonos system cannot access my Apple Music playlists. When I select playlists (or Recent) it says "We've run into a problem. Try again later."

           

          All other features of Apple Music appear to work including songs, albums, artists, etc.

           

          I've already reinstalled the app. I've reauthorized the Apple Music account. These did not work.

           

          Any idea?

           

          Also this is my first post but I've had a LOT of issues with Apple Music working with sonos over the past 2 years. It's been pretty bad and unreliable.

           

          Thanks

          Greg

          I have this same issue and was hoping for a solution but keep reading that one side blames the other. The other day, I was on my PlayStation 5 and I have the Apple music app on there. So I thought I'd play some music from my playlist library and would you believe it, the 'we've run into a problem' message came up on my PS5. So...my thinking is that this Is an Apple Music playlist issue, not a sonos one. I'm now recreating my playlists with another service to then remove apple music from my sonos account. Not ideal, but a work around.

           

          BryFiTX
          Lyricist I
          February 3, 2024

          same issue here too..

           

          “We've run into a problem”

           

          not on all playlists..   just some

          Are these your own playlists, or publicly shared/available playlists - if the latter, can you post a link and I will see if I see the same issue on my account during playback. As an example, here is a shared link to the ‘Hits in Spatial Audio’ playlist taken from the Apple Music App which plays fine on my setup…

          https://music.apple.com/gb/playlist/hits-in-spatial-audio/pl.ba2404fbc4464b8ba2d60399189cf24e

          I’m just thinking if people share their ‘problem playlists’ others can perhaps see if they do play and that might point to the issue being with the Apple account (perhaps), or the actual playlist, when playing on Sonos devices. I will just add the playlist to my cloud library and see if I can play it via the Sonos App service.

           

           

          yes, the ones that have issues are my own playlists..

           

          here is a link to the playlist..

          https://music.apple.com/us/playlist/dinner-mix/pl.u-Ggb6UZd32qV

           

          thanks for the collaboration on working the issue 

           

           

          controlav
          controlav
          Lead Maestro
          February 3, 2024

          Is anyone reporting trouble with Apple Music playlists here using S1 per chance?

          I just tried to debug this myself using my wife’s AM account, but I’ve only got it on my S2 system. I didn’t have any issues enumerating Playlists, or Recent, my only problem was the usual 1002 error when trying to add a huge playlist (over 1000 songs) to the queue, and that was easily worked-around.

          Author of the leading independent Sonos apps for Android, MacOS, iOS, Windows and Xbox.
            DFlair1234
            Lyricist I
            February 9, 2024

            Has anyone been able to tie the problem with the size of the playlist?  Smaller playlists whether ones I’ve created or Apple created have always worked fine.  However the big boy family playlist, ~3000 songs, has always taken a few attempts to get playing.  For the last week or two I’ve had zero success and am getting the same error message all of you are reporting.

              DFlair1234
              Lyricist I
              February 9, 2024

              Sorry just seeing page 2 of this thread.  What’s the work around for a large playlist beyond making it smaller?  It’s worked reasonably well for years.

              matt_131
              Contributor I
              February 9, 2024

              I have the same problem, suddenly no Apple playlists appear in the Sonos app anymore and it the same issue in both of our houses, Spotify works fine.

              I have done what everyone else has in regards to calling Sonos reseting routers and speakers with no success, the fact it is happening in two different locations suggests its a Sonos issue to me.

              I now use the Sonos app for Spotify and airplay for Apple Music 

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