Contributor I

Answered

Unable to play “Sonos Radio” Access denied

35 replies
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Can’t play any radio station at all all of a sudden,

I get :“Unable to play “Sonos radio” access denied or “unable to play the radio station” messages despite being logged in and able to play other music via Apple or Tidal without issue, internet connection good etc.

Have logged out and back in and tired from multiple devices, same.

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gebrouweAnswer

Lyricist I

This morning Sonos radio was working again, without any change from my side. I guess there was a malfunction of the Sonos infrastructure and Sonos technicians managed to repair it.

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I

Iansee

Lyricist I

I am today receiving the ‘unable to play Sonos Radio’ - access is denied message and can’t access this music service for which I pay a monthly subscription to Sonos HD radio. Seems from earlier comments that this issue is recurring over a prolonged period now. Can this be resolved please?

M

mttjj

Lyricist II

I don’t pay for Sonos Radio HD but I keep getting this error when trying to play any free Radio station. Happens daily and pretty much all day long. Started about a week ago and I still can’t get it to work. Super frustrating. Same issue on iPad and iPhone. My Sonos app is always up to date and I’ve tried logging out/logging back in multiple times. @Mark P are you still following this thread?

Mark P

Retired Sonos Staff

Hi @lansee.

Welcome, thank you for reaching out to Sonos Community, We appreciate your time and effort in posting your concern here in our community.

If you're still having issues with Sonos Radio HD.

I would like to recommend calling our customer phone support on this so you can be assisted with more thorough and in-depth troubleshooting steps as well as remote diagnostics that can be remotely gathered from your Sonos devices with your permission

If you need help with any other information, please be sure to let us know.

Help others find useful content by clicking the like button and selecting the best answer to your question

M

mgibson323

Trending Lyricist I

Can’t play any radio station at all all of a sudden,

I get :“Unable to play “Sonos radio” access denied or “unable to play the radio station” messages despite being logged in and able to play other music via Apple or Tidal without issue, internet connection good etc.

Have logged out and back in and tired from multiple devices, same.

Having this issue right now, Sonos Radio status has a green checkmark next to it though. What gives?

Mark P

Retired Sonos Staff

Hi @mgibson323.

Welcome, thank you for reaching out to Sonos Community, We appreciate your time and effort in posting your concern here in our community.

Will you able to send a screenshot of your Sonos radio that has a greencheck mark?

Also diagnostic report from your Sonos system and reply back with your confirmation number?

If you need help with any other information, please be sure to let us know.

Help others find useful content by clicking the like button and selecting the best answer to your question

M

mgibson323

Trending Lyricist I

The Sonos radio status can be seen by anyone here: https://status.sonos.com/

Diagnostic confirmation number is 1937439077.

Mark P

Retired Sonos Staff

Hi @mgibson323.

Welcome, thank you for reaching back to Sonos Community

I’ve review your diagnostic report and their are some settings you need to change in your router for Sonos to work smoothly.

Here are router settings that need to be verified. You can contact your ISP or the manufacturer of the router for assistance.

a. Auto channel must be set to Off

b. Choose best non-overlapping channel (1,6,11)

c. Set channel bandwidth to 20MHz

d. Both 2.4GHz and 5GHz should be enabled

e. 802.11 band should be set to b/g/n

f. Airtime Fairness should be disabled

Let us know if it works. If you need help with any other information, please be sure to let us know.

Help others find useful content by clicking the like button and selecting the best answer to your question

M

mgibson323

Trending Lyricist I

Hi,

I‘ve never changed any of those router (Orbi RBR50) settings - the radio stations used to work, and the other day just suddenly started saying “access denied”. It’s unreasonable to ask people to make so many modifications to an external piece of hardware when everything else is working exactly as expected. For what it’s worth:

Not shutting this off, due to other devices in use
n/a
Already set
both are enabled
already on b/g/n
Cannot disable this

Mark P

Retired Sonos Staff

Hi @mgibson323.

Welcome, thank you for reaching back to Sonos Community, We appreciate your time and effort in posting your concern here in our community.

The recommended router settings above are for the typical household router.

Other mesh wifi router doesn't have an option get the recommended setup, that's why it would be best if you can call our customer phone support on this so you can be assisted with more thorough and in depth troubleshooting steps as well as a remote diagnostics that can be remotely gathered from your Sonos devices with your permission.

If you need help with any other information, please be sure to let us know.

Help others find useful content by clicking the like button and selecting the best answer to your question

M

mgibson323

Trending Lyricist I

Hi Mark P,

So in your opinion, the issue affecting the ability to play *only* Sonos radio stations is somehow related to the networking settings of my router? These same settings do not affect my ability to play any other music or radio service? Please let me know.

Thanks.

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