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dhigley1
Contributor I
January 29, 2021
Answered

Pandora access denied

  • January 29, 2021
  • 21 replies
  • 9405 views

Playlist from Pandora being denied. Plays on my phone but not through Sonos. 

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    Best answer by Rowena B.

    Hi @kavadog,

    Thanks for reaching out to the Sonos community and letting us know about your concern. Let me help you with this. We received reports for the same issue and the issue gets resolved by following the same advice from @GuitarSuperstar. If you’re still experiencing the same, I would suggest refreshing all your network and Sonos devices if there'll be any improvement.

    • Sequential reboot and needs to be performed in order
      • Unplug your network devices (modem, router, any wireless access points on the network) from the power and wait for 60 full seconds before you plug it back in.
      • Once the router is back online, unplug all your Sonos devices from the power.
      • Please wait 15 seconds before you plug back them back in.
      • Force close the Sonos app from your iOS or Android device.
      • When the status light on your Sonos speakers are solid white, get back on the Sonos app and check if you're connected.
      • Test playback from and observe Sonos performance.
    • Sonos can be configured in either a wireless or wired setup. 
      • In a wireless setup, your Sonos products connect to your home’s WiFi network.
      • In a wired setup, at least one of your Sonos products will stay wired to the router with an Ethernet cable to create a dedicated wireless network specifically for your Sonos system. 
        • Change the wireless channel in your router (please check your router manual for reference or you may seek assistance from your internet service provider).
          • change the wireless channel for the 2.4GHz network.
          • If "Auto" channel is enabled - disable it and set specific channel - 1, 6 or 11
          • Save the settings. Your router may restart while the settings are being saved

     

    If it's still doesn't work, you may need to contact our phone support team to look into this. Our phone support has the tools to check what's going on in your system and to remotely access your device to address the issue. Please let me know if you have any further questions or concerns, I'll be glad to assist you.

    21 replies

    Show previous replies
    JDW
    Lyricist I
    February 13, 2021

    I still have to go through the hassle of resetting everything as listed in the posts above.

    That said, I wanted to add another user that is affected. I’ll toss in my diagnostics as best as I can recall.   I am not sure if this started with 12.2.5 or 12.2.6.

     

    I fire up Sonia to play Pandora, it says access is denied.  

    I’ll re-authorize the Pandora account and it will for as long as it’s on normally.

    Generally, when I fire up Sonia the next day, this happens again. 
     

    I have not reset everything yet as the workaround is 10 seconds per day, and the potential fix may take quite a bit longer.

     

    For the people that have gone through the resetting process, has it fixed the issue?

    Rowena B.
    Rowena B.
    Retired Sonos Staff
    February 13, 2021

    Hi @JDW, thank you for your response and for updating us. We appreciate your feedback and all your effort in checking for resolution. Upon checking the status, there are no issues reported with Pandora. What you may have encountered can be caused by network communication, either between Sonos devices and your router or between Sonos and the internet. To further help you out on this, I recommend contacting our support team to remotely access your device and perform some tests on Pandora music service to provide the best option for you. Please feel free to reach out in the future if you have any other questions.

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    BSheff
    Lyricist III
    April 29, 2021

    Same problem started today for me. Had access denied twice. My wife has her own pandora account and hers has been trouble free getting access from her iPhone. I reauthorized and it worked for about an hour and denied access again. Reaithorized and waiting to see what happens next.

    BSheff
    Lyricist III
    May 1, 2021

    Now neither of us has access. I had to reauthorize. Something has changed recently.

    BSheff
    Lyricist III
    May 8, 2021

    Any updates? I was waiting to see if someone had been able correct issue. It happens after several hours. All of a sudden music stops and I have to reauthorize. Both iPhones and an iPad go through this at different times.

    Xander P
    Xander P
    Retired Sonos Staff
    May 10, 2021

    Hi @BSheff, no updates from our side to share - I’d recommend reaching out to our Support Team via live chat or phone call, as they have more tools available and will be able to perform some live troubleshooting.

    bblank
    Contributor I
    May 12, 2021

    This has happened several times to me lately. 
    There is nothing wrong with my home network. I rebooted my phone, then all of my Sonos speakers.  Relaunched the Sonos app and could play pandora again. 

    BSheff
    Lyricist III
    May 12, 2021

    Thanks for the update. I decided to do nothing and see if it resolved itself. We had it happen every few hours on 2 different iPhones and an iPad. It seems to have corrected itself. Hasn’t happened in 2 days. If it stays stable or crashes again please post.

    jwilker
    jwilker
    Lyricist I
    May 13, 2021

    Have been having the same issue the last week or so. Nothing prior. Each day for the last week though, I’ve had to reauthorize. That seems to work for the day, then the next morning. rinse/repeat.

     

    Airgetlam
    Airgetlam
    May 13, 2021

    I’d definitely try the two standard procedures:

    1. remove, and then re-add your account in the Sonos controller
    2. Reset your network, by unplugging all Sonos devices, then rebooting your router. Once the router comes back up, plug back in your Sonos devices.

    If neither work, then I would recommend that you submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it.

    There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.

    When you speak directly to the phone folks, they have tools at their disposal that will allow them to give you advice specific to your Sonos system and network.

    Bruce
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