Enthusiast I

Unable to play song ‘song’ - the song is not encoded correctly. Issue since 15.2

Forum|Forum|3 years ago
April 9, 2023
144 replies
24859 views

Since the 15.2 release there is quite a few songs that display this error when trying to play them. These seem to be mainly songs that are not lossless. They were purchased over time from Apple Music. They will still play if I use the Apple Music app, but they will no longer play from Sonos app. I suspect some lossy codex broke with latest release. Occurs with all my Sonos products.

Is this a known issue?

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Pinned Reply By Corry P

Hi @The Etron

Thank you for reporting the issue with TuneIn Podcasts - we were able to replicate the problem and are now investigating.

For everyone else, please note that there are multiple reasons for the “not encoded correctly” error occurring:

Apple Music used to (years ago) provide music tracks with Digital Rights Management (DRM), which results in Sonos being unable to play them. Re-downloading those specific tracks would be the only way to fix this. Other sources may have done the same.
Failed WiFi transmissions can also cause this error. Our support team can identify if/where this is happening and assist.
Actual errors in the files themselves can also cause this error - if this is the case, the same files will produce the error each time, and probably at the same point. Again, replacing the files will be the only way to resolve. Most likely to be seen with Music Library rather than with music services.

I recommend each of you get in touch with our technical support team who have tools at their disposal that will allow them to give you advice specific to your Sonos system and what it reports.

I hope this helps.

Edit: I should add that if there were an issue with our software rather than encoding/transmission issues, we would also need to you get in touch to have the issue documented and investigated.

Show previous replies

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Gbiker

Lyricist III

Numerous random song in my apple library that I either bought from apple or transferred to my library from owned CD’s wont play on my Sonos Ones, Roam or Fives using the S2 app. However, every single one of these songs will play from the Sonos S2 app to my Sonos Play 1’s and Sonos Play 3. Sonos, go figure!

M

mjcanup

Lyricist I

Here is my experience. I am on 15.5 and just experienced (or at least noticed) this issue. Got the improperly encoded issue today for the first time with songs in Apple Music. I even got the error with the songs when playing directly (not through a playlist). For example, any song on Adele’s 21 album gave the error. We normally use my wife’s Apple account to use her playlists, but I tried switching to my Apple account and the songs from 21 played fine. Then I switched back to my wife’s Apple account and the songs work. Not sure if that’s a solution for others but thought I’d share in case it helps someone else.

J

Jnadelberg

Lyricist I

I’m having the same error. Songs aren’t encoded correctly. Just started happening and it is very frustrating. Apple Music/iTunes March user and it seems like some but not all of my iTunes Match songs are no longer working. Can’t make sense as to why some play and other don’t. There are some albums where certain songs play and others don’t and they all have the same properties. This is very strange. Sonos please get to the bottom of this!

D

dudebrah

Contributor I

This is now occurring for me with SiriusXM streams

S

SwitchJam

Lyricist II

Same problem here. Half my playlist tracks won’t play due to this error. If I add an old non-airplay device into the group it works fine. Needs a fix asap.

Airgetlam

Did you submit a diagnostic, and call in to Sonos support? There is certainly more than one possible reason for this, but either way, it may be helpful to provide Sonos additional hard data to look at.

Bruce

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SwitchJam

Lyricist II

Not yet. I’ve only just started trying to look into it. I will do this and open a support ticket or whatever they have.

D

DudeDad

Avid Contributor I

After emailing the CEO, I was contacted by an L3 Engineer. He said it started with 15.2 but is telling me that it’s a network issue and it a problem with the group I initially started with. Of course, it’s not a zone grouping issue and it’s not a network issue - I have a solid Orbi network that hasn’t been changed in years and I have a Sonos Boost. I think they have no idea how to fix the issue. Seriously, I may order the Nakamichi Dragon and find another way to listen to my music in different rooms.

S

SwitchJam

Lyricist II

Any talk of networks is BS. I’m a network engineer and my home network is all Ubiquiti hardware with most Sonos devices hardwired. I’ve got a range of Sonos, old and new. The workaround of adding an older non-airplay Sonos into the group works 100% consistently for me (in my case it’s an old connect). There is no way it can be network. I have literally tested everything in depth on my network. Music source is Apple Music btw.

S

So nos Support is NonExistent

Contributor I

After emailing the CEO, I was contacted by an L3 Engineer. He said it started with 15.2 but is telling me that it’s a network issue and it a problem with the group I initially started with. Of course, it’s not a zone grouping issue and it’s not a network issue - I have a solid Orbi network that hasn’t been changed in years and I have a Sonos Boost. I think they have no idea how to fix the issue. Seriously, I may order the Nakamichi Dragon and find another way to listen to my music in different rooms.

It’s just remarkable that Sonos has let this go on for so long.

Their support has been almost worthless since the off-shored it… How they don’t know about this problem when you call them is astounding… or would be, if Sonos had kept their support on-shore with people who actually used their products.

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