Contributor I

Answered

SiriusXM channels unavailable/greyed out and not available

Forum|Forum|2 years ago
February 10, 2024
31 replies
6664 views

Yesterday the Sonos iPhone app prompted me to reauthorize my SiriusXM account. I did and ever since then all of the SiriusXM channels are greyed out and unselectable to play. I tried deleting the service and readding. No luck. I tried the Sonos iPad app and I’m experiencing the same issue.

If I go into the SiriusXM app and connect to my Sonos via AirPlay, it will work, which is my workaround for the time being, but it’s extra steps and annoying. Is anyone else having this issue?

I have the play bar, two sonos ones and the sub.

Thank you.

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Best answer by BlackDot

Hi everyone,

I’m having similar issue with my SiriusXM account on Sonos. Here’s what I was experiencing and here’s what I did to resolve it.

TL;DR

Remove your SiriusXM profile (not just re-authorize) from the Sonos app and re-add it. Make sure when re-adding your profile, you select the right SiriusXM Plugin - US for US account or Canada for Canadian accounts.

Issue:

Some of the SiriusXM stations are greyed out when trying to select them to play within the Sonos app. For me, this was many of the rock / alt rock stations, and chill stations. All these stations still available in the SiriusXM Mobile app and I can use airplay to sent to my Sonos system even though it’s not convenient. Re-authorizing the account did not resolve the issue.

Solution (for me):

Remove your SiriusXM profile (not just re-authorize) from the Sonos app and re-add it. This solved the problem. Why? Previously there was only one SiriusXM plugin to the Sonos app. Now there is SiriusXM plugin for US based account and a separate one for Canadian accounts. Since I have a Canadian account, I needed to re-add the plugin using the ‘SiriusXM Canada’ option. Doing this immediately solved the issue (which started about two weeks ago). Re-authorizing doesn’t help when you have the wrong plugin installed. This is why you need to fully remove and re-add.

Hope that helps!

N

NorthlandBob

Lyricist I

I am having the same issue as of this weekend. A strange workaround is to use the “Search” feature to find the station (for example, search for “wave” to find “1st Wave”) and in that tab, the channel (at least for me) is not greyed out and I was able to get the station to play.

For what it’s worth, I verified this (same issue, same workaround) on my iPhone, iPad and Mac Studio -- the behavior was consistent across all three devices.

I have opened a ticket with Sonos Support with these details, so hopefully the devs will be able to sort this out relatively quickly.

Good luck!

controlav

Lead Maestro

This is a SiriusXM issue, call them. It is they who are tagging the items as unplayable.

Author of the leading independent Sonos apps for Android, MacOS, iOS, Windows and Xbox.

D

Drproc79Author

Contributor I

Thanks, all. I opened a ticket with SiriusXM and their technical team is supposed to call me tomorrow.

C

ChrisMY

Lyricist I

I have this issue as well - Did support get back to you with info?

D

Drproc79Author

Contributor I

They did not. Guess I’ll try again tomorrow.

D

Drproc79Author

Contributor I

This is what I was told this morning:

We already filed the request. The Corporate Solutions Team will review the ticket and reach out to the customer within 72hrs.

I’m still having the problem and I assume others are too. If anyone else is up for contacting SiriusXM support, here is the ticket number. Might help if more people express that this is a problem for them.

Ticket#: (021624-16015)

V

VTGriller54

Lyricist I

I am having the same issue. Did the channel search which brings up the greyed out channels. I played each one I wanted and then had them available in the “Recently Played” tab in the SiriusXM tab.

B

BlackDotAnswer

Contributor I

Hi everyone,

I’m having similar issue with my SiriusXM account on Sonos. Here’s what I was experiencing and here’s what I did to resolve it.

TL;DR

Remove your SiriusXM profile (not just re-authorize) from the Sonos app and re-add it. Make sure when re-adding your profile, you select the right SiriusXM Plugin - US for US account or Canada for Canadian accounts.

Issue:

Some of the SiriusXM stations are greyed out when trying to select them to play within the Sonos app. For me, this was many of the rock / alt rock stations, and chill stations. All these stations still available in the SiriusXM Mobile app and I can use airplay to sent to my Sonos system even though it’s not convenient. Re-authorizing the account did not resolve the issue.

Solution (for me):

Remove your SiriusXM profile (not just re-authorize) from the Sonos app and re-add it. This solved the problem. Why? Previously there was only one SiriusXM plugin to the Sonos app. Now there is SiriusXM plugin for US based account and a separate one for Canadian accounts. Since I have a Canadian account, I needed to re-add the plugin using the ‘SiriusXM Canada’ option. Doing this immediately solved the issue (which started about two weeks ago). Re-authorizing doesn’t help when you have the wrong plugin installed. This is why you need to fully remove and re-add.

Hope that helps!

D

Drproc79Author

Contributor I

This did not work for me. I’m still having the problem and SiriusXM has never called me back after opening and escalating the ticket.

I removed the profile and readded it. There was not an option for US or Canada for me. I’m from the U.S. There is one SiriusXM option. Once I add it back, it has me authorize. All the channels are still greyed out and unselectable for play.
I’m about to give up.

B

BlackDot

Contributor I

@Drproc79

If all SiriusXM channels are greyed out on your Sonos app (not just a handful as mine was), then I’m guessing your issue could be related to your SiriusXM account. Since I’m in Canada, our Sirius accounts are provisioned with slightly different tiers than the US. Maybe SiriusXM in the US made a change to the tier you’re on so it only allows streaming through the Sirius app and not through any plugins?

In the event that there’s some strange credential caching with the Sonos platform and it’s not fully removing your old profile or fully re-authorizing, what if you try changing your SiriusXM streaming login / password and seeing if that change will be enough to set your system right? This would obviously mean that you need to remove / readd the plugin and re-authorize your account again but it could be worth a shot since all these systems are so heavily reliant on the internet.

Another thought (and you’ve probably already tried this), but there’s been the odd time where my Sonos system completely loses its marbles, especially with the Move speakers and once every so often I actually need to power off all my Sonos speakers (8 of them in total), including the boost to let everything reboot. It’s important that all devices are fully powered down at the same time. Leave them all off for a couple of minutes and then start turning them on.

Good luck with your troubleshooting, I hope it works out.

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