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TheB1NG
Contributor I
March 26, 2016

Song Not Encoded Correctly

  • March 26, 2016
  • 87 replies
  • 38469 views
Good evening. I've had my Sonos Play:1 for a few weeks now and just started having issues with songs skipping completely. The error log reads 'song not encoded correctly.' I'm not entirely sure what this means, considering all of the other songs on the album play without issue. Is it a connection issue? Like I said, I've only had it for a few weeks, but this is the first time I've had a problem. Thank you!
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    87 replies

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    perosb
    Lyricist III
    March 19, 2020

    Hello @perosb,

     

    In your most recent diagnostic, your Beam is grouped to your Play: 3. Can you un-group these and test playback on the home-theater system only?

     

    Here with only bean/play1. Note though that I had to connect the cord again to the Play1. 1147317098 1208056871 705042186

    @Jean C. 

    Jean C.
    Jean C.
    Retired Sonos Staff
    March 19, 2020

    Thank you for your patience @perosb and for trying the different configurations with your wired set-up.

    Is it possible to keep your Beam wired into your network? To resolve the playback issues it’s important that we don’t have one of the bonded surround Play:1s acting as the first-wired player. In these playback tests, were there any changes in the music service playback?

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    TC1
    Lyricist I
    March 19, 2020

    Getting encoding issues through Amazon services on my Sonos.  Restarted entire system, including routers.  Deleted Amazon from Sonos, then put back on and reauthorized account.  Continue to get encoding issues.  If just listening on Amazon app or through laptop, all is well.  Any help is appreciated!

     

    Diagnostic info: 311128030

    Jean C.
    Jean C.
    Retired Sonos Staff
    March 19, 2020

    Hello @TC1,

    Thank you for reaching out to the Sonos Community with your diagnostic report.

    Are either or your two Sonos Connect:Amps close enough to your primary Google WiFi node to hard-wire with an Ethernet cable?

    It looks like your players are struggling to communicate to the network in general and I’d like to see if wiring directly changes anything about the playback behavior on your system. 

    If you are unable to wire one of your Connect: Amps for testing purposes, can you provide general information about where these units are located and how far from the router they are situated? Approximate range as well as proximity to other pieces of electronic or audio equipment could help us resolve this issue. Please follow up with a diagnostic report confirmation number from your app if you are able to test Amazon Music with the player connected via Ethernet.       

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    TC1
    Lyricist I
    March 19, 2020

    Hello @TC1,

    Thank you for reaching out to the Sonos Community with your diagnostic report.

    Are either or your two Sonos Connect:Amps close enough to your primary Google WiFi node to hard-wire with an Ethernet cable?

    It looks like your players are struggling to communicate to the network in general and I’d like to see if wiring directly changes anything about the playback behavior on your system. 

    If you are unable to wire one of your Connect: Amps for testing purposes, can you provide general information about where these units are located and how far from the router they are situated? Approximate range as well as proximity to other pieces of electronic or audio equipment could help us resolve this issue. Please follow up with a diagnostic report confirmation number from your app if you are able to test Amazon Music with the player connected via Ethernet.       

    Thanks for the reply, Jean, and they’re approximately 25’ direct sight to main router, though they are running through a Google Wifi system.  They are too far from the main Google router (as they’re hard-wired through wall to speakers).  I placed one of the Google ports closer and tried a variety of different things by connecting one of the amps through the ethernet port.  Accuradio played the entire time, but Amazon Music never worked.  I also have this close to a tv, and remembered that I have an Amazon Firestick there, so unplugged it, thinking maybe it was causing interference (and the Amazon connection).  Accuradio is currently playing, no problems.  Amazon, still nothing.

     

    Variety of diagnostic codes ran through this series, most recent first:

    633226318

    1772228786

    930990851

     

    Thanks for the prompt reply!

    TC

    RyanP73
    Lyricist I
    March 20, 2020

    Hi @RyanP73,

    Welcome to the Sonos community and thak you for reaching out about this issue.

    Can you submit a diagnostic report from your app so that we can evaluate your Sonos system for interference?

    If you post the confirmation number I will be more than happy to look it over for you. 

    Hi Jean. 
     

    Here is my diagnostic number: 2119384964

     

    thanks!

    Ryan

    TC1
    Lyricist I
    March 20, 2020

    Hello @TC1,

    Thank you for reaching out to the Sonos Community with your diagnostic report.

    Are either or your two Sonos Connect:Amps close enough to your primary Google WiFi node to hard-wire with an Ethernet cable?

    It looks like your players are struggling to communicate to the network in general and I’d like to see if wiring directly changes anything about the playback behavior on your system. 

    If you are unable to wire one of your Connect: Amps for testing purposes, can you provide general information about where these units are located and how far from the router they are situated? Approximate range as well as proximity to other pieces of electronic or audio equipment could help us resolve this issue. Please follow up with a diagnostic report confirmation number from your app if you are able to test Amazon Music with the player connected via Ethernet.       

    Any thoughts?

    Jean C.
    Jean C.
    Retired Sonos Staff
    March 20, 2020

    I’m working on it @TC1, I just got here. :) 

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      TC1
      Lyricist I
      March 20, 2020

      I’m working on it @TC1, I just got here. :) 

      You got it, and I apologize for pushing!  I hope you’re well and safe...

        Jean C.
        Jean C.
        Retired Sonos Staff
        March 20, 2020

        Ok, @TC1,

        I am safe and well and thank you for your concern. I hope you are safe also.    

        I’ve really been going over your reports with a fine tooth comb and I’m seeing some unusual error coding in your system. 

        I’ll more than likely be pulling some colleagues in (remotely, don’t worry about us!) to work out what’s going on, so please be patient as I(we) look this over.

        it’s unfortunate that you only have Connect:Amps in your system since they tend to be wired to other things and not very portable.

        Ideally I would like to wire something to the main to see if it behaves differently and it’s odd that it’s just Amazon Music doing this. 

        Does anyone else in your home have an Amazon account that can be tested to rule out account specific playback issues? 

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