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andypower21
Contributor I
Jun 3, 2022 6:09 PM UTC
Answered

Apple Music "Unable to browse music"

Hi All.

 

Since the Apple Music outage a few days ago I just get the message “Unable to browse music” when trying yo use Apple Music.  I have removed and reloaded the account, reauthorised it etc to no avail.  I have a family account and I did notice that my partners library was working fine which seemed odd.

 

Its becoming a pain now as not all of my set u is Airpaty compatible so fiddling about to link things isn't very user friendly !

 

I see this seems to have happened over the years but wondered if anyone had a resolution to this ?

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    Corry P
    Corry PAnswer
    Sonos Staff
    Jun 9, 2022 12:17 PM UTC

    Hi Everyone,

    We now consider this issue closed - Apple resolved it internally.

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

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    Airgetlam
    Airgetlam
    Jun 8, 2022 5:33 AM UTC

    The change is likely on the Apple servers, Sonos hasn’t rolled out any new software this week. 

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    Bruce
    butlersb
    Lyricist I
    Jun 8, 2022 5:35 AM UTC

    looks fixed  even down under!

     

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    gchermette
    Contributor I
    Jun 8, 2022 8:09 AM UTC

    It’s working now!

    To whoever fixed it: thank you!

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    chriso205
    Lyricist II
    Jun 8, 2022 10:28 AM UTC

    Just checked and the issue now seems resolved without me having done anything new.

     

    @Corry P Thanks for your acknowledgement of the issue and the attention of whomever helped resolve it. I do wish however that the Sonos status page would have been updated to show an issue with Apple Music as soon as it was identified by what I’m sure were many calls from customers like everyone here. I would not have wasted my time going crazy troubleshooting on my own or called Sonos for support had their been a simple acknowledgement on the status page 

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    Corry P
    Corry P
    Sonos Staff
    Jun 8, 2022 10:47 AM UTC

    Hi @chriso205 

    I appreciate your point, though in the vast majority of cases like this we only know about such a thing after customers flag it with us. Once we spot a trend, we investigate and if we are able to replicate the problem easily, we’ll update the status page. The nature of this particular issue meant that different regions were affected at different times and only a limited number of accounts were affected at all, making the issue more problematic to confirm.

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    "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
      chriso205
      Lyricist II
      Jun 8, 2022 11:28 AM UTC

      Hi @chriso205 

      I appreciate your point, though in the vast majority of cases like this we only know about such a thing after customers flag it with us. Once we spot a trend, we investigate and if we are able to replicate the problem easily, we’ll update the status page. The nature of this particular issue meant that different regions were affected at different times and only a limited number of accounts were affected at all, making the issue more problematic to confirm.

      Fair counterpoint. Glad it’s resolved :)

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        ssjken
        Trending Lyricist I
        Jun 8, 2022 12:08 PM UTC

        Finally resolved this morning after about 2 weeks for me! Thank you!

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        dbdegroot
        Lyricist II
        Jun 8, 2022 12:08 PM UTC

        It is now working!

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        CJK3
        Lyricist II
        Jun 8, 2022 2:22 PM UTC

        Up and running again!! Thanks to whoever fixed this!!

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        Ken_Griffiths
        Ken_Griffiths
        Jun 8, 2022 3:25 PM UTC

        It still isn’t working for me, I contacted support on the phone yesterday, who advised me to log out of everything and change my AppleID credentials, but that hasn’t helped either.

        All other services are working okay, but I just see ‘unable to browse’ for the Apple service.. it’s also working for me on my S1 system🤔, just not S2.

         I can search in the Sonos App and see results from Apple Music and play tracks, but just not seeing anything from their plugin Sonos Service interface. I did switch off every bit of security I have in place for my local network to ensure there was nothing that could block the service (different DNS tried too), but no joy with that. I have another Sonos system at a different home location, so will try that try that in the next week or two and see if a different network/setup makes any difference.

        I will just keep trying, oh and Support Staff were really most helpful and are kindly looking into the matter along with some other reports, but I’m fairly confudent this will likely be an Apple issue,

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