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Jasper100
Contributor I
November 12, 2025
Answered

TV Audio playing but not Music/Radio

  • November 12, 2025
  • 4 replies
  • 326 views

From yesterday I am unable to play radio or music through my Sonos system . TV audio is fine . I have all the rebooting etc (twice) but it still comes up with service account not available???? I’ve checked all my details 

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Best answer by Paul Reddish

No idea what it was but I had already done the following:

1) rebooted the router

2) rebooted all of my Sonos products (Arc Ultra, Sub Gen 4 and 2 x Era300), 

3) uninstalled and reinstalled the Sonos app

4) tried using the app on an iPhone and Android phone.

 

None of the above worked, however, I then went into the Sonos app, settings, help centre, update network and ran through the procedure to update the network and now everything works as it is supposed to do, including allowing me to re-authorise Apple music.

 

Thanks ​@Airgetlam as your post sort of pointed me in the right direction with the "Network Refresh" comment 

4 replies

Triticale
Triticale
Prodigy II
November 12, 2025

Which streaming service are you using?

A couple of hours ago I saw the orange pop-up showing a message about fails in Sonos Service. Now it’s showing just the Alexa one, so try again, because it’s supposed to be solved. 

Paul Reddish
Trending Lyricist I
November 12, 2025

Same here, tried Amazon music, YouTube music and Apple music, absolutely nothing happening.

 

Tried deleting and re-authorising apple music and it won't let me add it to Sonos now

Airgetlam
Airgetlam
November 12, 2025

Sounds like some sort of network issues, where your speakers can’t connect outside of the internal connection. Hard to tell why. I’d start with a simple network refresh, by unplugging all Sonos devices, then rebooting my router. Wait a couple of minutes to allow the router to reboot, then plug back in your Sonos devices. Give them a couple of minutes to reboot, and reconnect, then check in your controller for any updates, and apply them. Make sure you’re not running any VPNs, work profiles, virus protection, etc, they often block ports that Sonos may use to reach the outside world.

If you continue to have issues, I would recommend that you submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it. Don’t post the resulting diagnostic number here, they get sensitive about GDPR.

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 Support staff, they have tools at their disposal that will allow them to give you advice specific to your network and Sonos system.

Bruce
    Paul ReddishAnswer
    Trending Lyricist I
    November 12, 2025

    No idea what it was but I had already done the following:

    1) rebooted the router

    2) rebooted all of my Sonos products (Arc Ultra, Sub Gen 4 and 2 x Era300), 

    3) uninstalled and reinstalled the Sonos app

    4) tried using the app on an iPhone and Android phone.

     

    None of the above worked, however, I then went into the Sonos app, settings, help centre, update network and ran through the procedure to update the network and now everything works as it is supposed to do, including allowing me to re-authorise Apple music.

     

    Thanks ​@Airgetlam as your post sort of pointed me in the right direction with the "Network Refresh" comment 

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