how do I play my own stored music? and why do you send support emails that can’t be replied to? hardly supportive

I have just bought an album on iTunes and downloaded it to my Apple Music. Now when I go to play it on Sonos all I get is a message saying “Unable to play….. The song is not encoded correctly” What on earth does that mean? I simply bought an album like I would have 1000 times before. It is the first purchased Ive made since having my Sonos system.

Thanks for any help in advance

Davide

Is it a supported format? https://support.sonos.com/en-us/article/supported-audio-formats-for-sonos-music-library

All my other music is on iTunes as this one is

That doesn’t answer my question. iTunes is, in a way, a “player” and “organiser” of music. It is not a music format. The individual songs “held” in iTunes are individual files and those files will have a format, which is the .xxx in the filename. They might be .wav, .mp4, .aiff, etc.  Sonos supports certain formats and certain sample rates -ie how the music is encoded. 

They are mp4. All my other music is mp4 as well and works fine

And I presume that you’ve run the Update Music Index since adding the album, or it wouldn’t recognise the album at all?

Strange. Maybe try again, then if/when it fails, generate a diagnostics report and contact Sonos support and see what they can suggest.