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JustinRS
Contributor II
September 30, 2021

Issue with Play:1's and Amazon Music Ultra HD

  • September 30, 2021
  • 17 replies
  • 1080 views

My first post, hello all. I have had Sonos for many years and have never had an issue until recently. My Play:1’s are set up in a stereo pair with a 2nd Gen Sub and a few days ago I started having issues with Amazon Music (specifically songs that are Ultra HD only) and have been experiencing extremely choppy audio which makes the music un-listenable.

I do not have this issue with my amp (newest gen) or SL ones, it only happens with the Play:1’s. I was on the phone with support for 1-½ hours with no solution - anyone else having this issue? I am using S2 and I am assuming this is an issue with the Ultra HD music file being compatible with the Play:1’s since it doesn’t happen on any of my newer speakers. It also does not happen if I select songs that are not Ultra HD. I do not have any issues with streaming Ultra HD songs directly from the Amazon Music App.

(I have removed/reinstalled the Music link in the Sonos app, rebooted my router and modem, rebooted the speakers, did a factory reset on the speakers and removed/reinstalled the S2 App).

Thanks.

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17 replies

Jerry Y
Lyricist II
September 30, 2021

I’m having a similar issue with Amazon Music on Sonos, which seemed to start on 9/25/2021. Certain Amazon Music Ultra HD music tracks would skip every time they are played on my Sonos Play:1 speakers. Other Amazon Music HD and Ultra HD tracks are fine. Also other services are working fine on Sonos.

I tried reauthorizing Amazon Music and removing/adding Amazon Music on the Sonos App, but neither worked. 

I also tried changing the 2.4 ghz channel on my router from 1 to 6 to 11, and then rebooting my routers and the Sonos speakers after each channel change. However this did not resolve the issue. 

I spoke with the Sonos help desk a few times. The first representative told me to reboot everything, but that didn’t help. The last representative told me that Ultra HD is not supported yet on Sonos.

I called Amazon Music and downgraded to Amazon Music Standard Definition. Everything is working fine now, but I no longer have HD. Fortunately I don’t have audiophile ears.

 

 

JustinRSAuthor
Contributor II
October 1, 2021

It would seem that this is only an issue with the Play:1’s I am guessing. I have two Fives on order so I am hoping this will no longer be an issue with newer hardware. And, unless there is a software patch, my current speakers will be useless to me if I want to use the Sonos app.

S Cook
Lyricist II
October 8, 2021

Found this thread after having a similar experience.  Have Play 1s and recently upgraded to Amazon HD.   Only new info I can add is that this only affects my paired set (no choppiness on my solo Play 1s in other rooms).

I decoupled my pair and the previously choppy track played cleanly on each Play 1 individually. Also fine when grouped.   Reinstated the stereo pair, choppiness immediately came back.

Scott
Airgetlam
Airgetlam
October 8, 2021

That’s kind of interesting. Did you submit a diagnostic and let Sonos know what number it was, so that they can look more closely at what is going on?

Bruce
S Cook
Lyricist II
October 8, 2021

That’s kind of interesting. Did you submit a diagnostic and let Sonos know what number it was, so that they can look more closely at what is going on?

Haven’t taken the time yet, but good suggestion.  Will do.

Scott
    Airgetlam
    Airgetlam
    October 8, 2021

    It’s the best way to get “hard’ data to someone who hopefully has the skills to read it, and interpret what’s going on. Those of us who aren’t Sonos employees don’t have access to it, otherwise life would be much easier ;)

    And if indeed there’s an issue with their code, providing that “hard” data about the bug will go miles further in helping a coder figure out what’s going on, too. 

    Bruce
    John B
    October 8, 2021

    This thread may be of interest.

     

     

     

    The Play:1 thing starts to seem more plausible....

    JustinRSAuthor
    Contributor II
    October 9, 2021

    I haven’t separated my stereo pair, but at least I know this appears to be an issue with others (unfortunately). The commonalities seem to be Play:1’s and Amazon Ultra HD songs streamed from the Sonos App.

     

    This appears to be a Sonos issue and not an Amazon issue too.

    Airgetlam
    Airgetlam
    October 9, 2021

    It may be hard for Sonos to tell, if you don’t submit a diagnostic and let them know which one to look at. 

    Bruce
    JustinRSAuthor
    Contributor II
    October 9, 2021

    When I originally spoke with support, I had sent diagnostics and they said everything looked OK - I will need to call back and do it again I suppose.

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