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kubulozaurus.rex
Contributor I
January 18, 2021
Answered

Unable to play X - and the song is not encoded correctly

I was getting this error from time to time, but now I'm getting it on 3/4 of songs... Seems random, as sometimes a song that was working fine would refuse to play and start showing this error (or vice versa). 

My music source is YouTube Music. I've tried rebooting the speaker, reinstalling te app, rebooting the Wi-Fi router, etc. Also tried using an ethernet cable instead of Wi-Fi. Nothing seems to work. 

Diagnostic number : 1167656549

Screenshot :

Thanks in advance! 

 

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    Annazel S
    Annazel SAnswer
    Retired Sonos Staff
    January 22, 2021

    Hi @kubulozaurus.rex.

    Thanks for your response and update.

    Upon checking the diagnostic report, errors that we observed on the initial diagnostic are still showing and the Android controller’s WiFi connection is ‘unknown’.

    We appreciate the time and effort you've spent troubleshooting with us, but at this point, it would be best to reach out to Sonos Support so we can take a closer look at this in real-time and expedite the process. I suggest our phone team for they have more resources available on their system for advanced troubleshooting, and the tools our agents can use would be very useful in this case, there can be an advantage if they need to remote into the controller to see what's going on.

     

    ​If you have any questions, please feel free to let us know.

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    101 replies

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    Karen24b
    Lyricist I
    October 23, 2021

    Yep same for me, most of Amazon music will not play!

    gmrock
    Lyricist I
    October 24, 2021

    I’ve had the same exact issue over the last day or so with Amazon Music. Based on our recent posts, there must have been an issue either with Amazon introducing HD (like eworthi said), or with some other software update. However, I just unplugged my Sonos bridge, unplugged and restarted my router, and then plugged Sonos back in, and so far (fingers crossed) it seems to now be working.

    Good luck!

     

    Airgetlam
    Airgetlam
    October 25, 2021

    Just as a note, if you can, you should retire your BRIDGE. Either replace it with a BOOST, or just wire an Ethernet cable into one of your speakers. At this point, the power supply on the BRIDGE is known to go bad, and cause all sorts of hard to trace issues. 
     

    I replaced mine with a BOOST, which can run either S1 or S2. The BRIDGE, much older tech, can only run S1. 

    Bruce
    gmrock
    Lyricist I
    October 25, 2021

    Thanks for the tip, Bruce.

     

      SCEMO
      Lyricist III
      October 26, 2021

      I’m having the same issue. This just started 2 weeks ago and I’ve been using the alarm for 2 years with no issues. I’ve tried sonos radio, Amazon music, and all radio stations … none have worked. I’ve tried disabling and enabling WiFi in the app and I’ve tried. What was suggested above of rebooting Sonos unit and router. Nothing. I wish someone can figure this out. It’s so nice to wake up to music vs. the Sonos chime. The only thing that just worked is Pandora > My Stations but the artist I selected isn’t being played. So strange. 

      Burr6
      Lyricist I
      October 27, 2021

      Same problem here with Sirius and Google play music which morphed into the crappy YouTube music. I have had the not encoded message for years but is getting worse as time moves on. When it disconnects the wifi is still available so I find it hard to believe it is a wifi router issue. I actually got a new router because I thought it may be the problem but no, it still exists. This is undoubtedly a Sonos issue as the cross service problem shows. As I said it is now happening 5-6 times in 6 hours and if there isn't a fix soon I will selling my Sonos and go elsewhere

        RichardK
        Lyricist III
        October 28, 2021

        Been getting the same here too for the last week or so with Amazon Music, but mostly only with my Sonos Playlists that have tracks from Amazon, but I can play it find if I browse Amazon Music to the same album I added it from

          Johnprogers
          Lyricist III
          October 29, 2021

          The same for me with Spotify. As one track is finishing I get the not encoded correctly message for the next so it skips every other track.

          sdori
          Lyricist I
          October 29, 2021

          I am having the same problem.  All of the playlists that I have taken so much time to develop will not play and I get the “song is not encoded correctly” error. Very frustrating.  I primarily use Amazon.

            Ken_Griffiths
            Ken_Griffiths
            October 29, 2021

            I am having the same problem.  All of the playlists that I have taken so much time to develop will not play and I get the “song is not encoded correctly” error. Very frustrating.  I primarily use Amazon.

            I seem to recall another Amazon Music user posting here in recent weeks with a similar issue, but in their case they had added some tracks to their ‘continuing’ playlists whilst they were subscribed to Amazon Prime Music, but later had updated their subscription to Amazon Music HD/Ultra HD and some tracks had changed - I believe the user contacted Amazon and the Support Staff we’re trying to resolve the matter with them, but I think they still had to recreate some of their playlists in the Sonos App, albeit it was an Amazon issue... not sure if the same thing may apply in your case  but if it does and you have switched music service, it might be worth speaking to Amazon Support about the issue.

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