Contributor I

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Apple Music - uploaded tracks problem

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I’ve added Apple Music to the Music services in the Sonos app but in some headings in My Music such as albums I get the dreaded message “we’ve run into a problem”. This is for my own Music that I’ve downloaded to Apple Music. Strangely most songs show under Songs, with some greyed out, but no albums show and I get the error message. Playlists direct from Apple Music display and play ok. I’ve tried re-authorising Apple Music, removing it and restarting the iPhone as per other posts on this. None works. I’ve contacted both Sonos and Apple. Each blames the other and can’t offer a solution. It happens on all devices - iOS, macOS and Windows.

Has anyone got any other solutions please? Thanks

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Simon BAnswer

Retired Sonos Staff

Hi there @User197428, thanks for the update and the information that you provided. It’s clear that you’ve tried most of the troubleshooting steps that is necessary. For further assistance, I'll ask you to kindly contact our phone support team for further assistance and more in-depth troubleshooting steps. They will request a screen share or remote access to your device controllers that you’re using to check what is causing this issue on your Apple Music and provide additional steps and options to resolve this issue.

Keep us posted on how it goes and we're here to answer any further questions you have.

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Simon B

Retired Sonos Staff

Hi @User197428, thanks for the quick update. Sorry for what happened that you’ve contacted already our phone support and the issue persists. I’ll send you a private message for other details about this issue.

Let us know how it goes and we're here to answer any further questions you have.

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U

User197428Author

Contributor I

Thank you

Simon B

Retired Sonos Staff

Hello there @User197428, You’re Welcome. I sent a private message to you regarding the matter.

Keep me in the know with the advice above. We're here to answer any further questions you have.

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teaumaz

Contributor I

Hi,

I have exactly the same issue. I have been in contact with Apple Support for over a month and the issue has been escalated to their Engineers, but still to no avail. I have tried everything you’ve suggested. Funnily enough, if I switch to my wife or child’s Apple Music account within the Sonos app, their account works perfectly fine. As soon as I switch back to my account, I get the “we’ve run into a problem” error message. And this behaviour can be replicated on all my devices (iPhone, iPad and Mac).

Simon B

Retired Sonos Staff

Hi @User197428, Thanks for reaching out, and welcome to the community. Sorry to know that you have the same issue with the original poster. let me help you with this. I’m also wondering if this is an account issue since other accounts are working fine with Sonos. Let’s hope for any further findings from Apple. When did it start happening? Have you made any changes before this incident?

Keep us posted on how it goes and we're here to answer any further questions you have.

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User197428Author

Contributor I

I’ve still got the problem after a month. Artists and albums won’t show for Apple Music but other info does. I’ve deleted and re-entered my account but no change

Simon B

Retired Sonos Staff

Hi there @User197428, thanks for the update. After trying some troubleshooting steps and diagnostics and the issue persists, we’ll take it further, I'll ask you to kindly contact our phone support team for further assistance and more in-depth troubleshooting steps. They may request remote session access to your device controller So that they can give additional steps and options about this issue.

If there is anything else I can do for you, please, don’t hesitate to let me know.

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