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Oliver22hvb
Contributor I
June 15, 2024

Sonos not working with amazon music

  • June 15, 2024
  • 11 replies
  • 407 views

Hi amazon music doesn't seem to be working through my sonos. Everything else seems to work apart from amazon music. I have tried updating the controller and sonos it self but still no luck. I keep getting the error message "the connection to amazon music was lost" or "the song is not encoded properly" I'm not sure if this a problem with my sonos or a problem at amazon musics end.

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Corry P
Corry P
Sonos Staff
August 26, 2024

Hi @Oliver22hvb et al

Welcome to the Sonos Community!

I’m sorry to hear of this issue you all are having with Amazon Music playback on your Sonos systems. I’d like to look into this for you all, but will need your help.

Please follow these steps if you are still experiencing this issue:

  1. Recreate the issue in whichever way you can.
  2. Immediately submit a support diagnostic afterwards.
  3. In your own time, come back here and post the following:
    • Verify that you have submitted a diagnostic (please do not share the given number)
    • What exactly it was that you were trying to search/play
    • Your location (country is detail enough)
    • The current OS, Make and Model of your device (e.g. Samsung Galaxy S23 Android 12)
    • The version number displayed in the Amazon app (if you have it installed)
    • If clearing the cache for the Amazon app helps matters at all (please try the steps on this page, especially the highlighted part)

I look forward to hearing back from you all.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
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