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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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    Bsquar3d
    Lyricist I
    February 1, 2022

    Same problem with any XM channel.  But Funny….no problem with Sonos Radio channel….

    hmmmmmm

    no1SteveB
    Trending Lyricist I
    February 2, 2022

    I’d have to concur. It’s unfortunate that most routers do not have a better facility to point out the issue. 

    Thats all very well but not everyone is an IT expert.  Some of us are simply customers of SONOS endeavouring to use their products purchased in good faith.  I have no idea how to "PING" an IP address to the router.  

    For some reason SONOS, out of the blue,  indicate that tracks on our playlists are not encoded correctly. 

    I'd much prefer to receive proactive emails from them indicating there are apparent issues and suggesting fix's, in layman's terms, rather than emails trying to sell me something every two minutes.

      elcoqui69
      Lyricist II
      February 8, 2022

      Same problem îm running out of patience with Sonos product

      Paul Harknett
      Lyricist I
      February 19, 2022

      I am not technically educated to delve into the areas discussed here.  My system has progressively degenerated over the years to the point where I wished I just connected my phone to Sonos like I do to my car’s sound system.  I can no longer listen to radio episodes nor shows. Sonos don’t have staff available at weekends to discuss.  Seems to me their entire systems are too fragile for 2022 when electronics are becoming ever more easy to operate and intuitive. Sonos have my contact detail should they wish to persuade me otherwise.  If they fix it, I’ll post again. Silence suggests they can’t be bothered. 

        elcoqui69
        Lyricist II
        February 19, 2022

        I totally agreed… SONOS sucks

        Jcrowniv4
        Lyricist I
        April 14, 2022

        Having this similar issue in the past 10 days.  

        Local files are playing fine, but my vast music library sits in Subsonic & now is saying all files are not encoded correctly.  All Files...MP3, M4a, FLAC…..Nothing is playing through my Subsonic library.

         

        The same folder accessed locally is fine.  

         

        Very weird & frustrating.  Any suggestions????

        Old School
        Lyricist I
        April 17, 2022

        The same thing happening here using Apple Music.  Very disappointing with Sonos constantly having to figure out what the H is wrong before enjoying our over $800 worth of Sonos speakers here at home.  Having to mess with this so often does not impress family and friends.

        Recall and reimburse all of us attempting to enjoy and be entertained.

        Sonos - Fix this Shi……!

        Gman4000
        Contributor I
        April 23, 2022

        I love paying thousands for a Sonos sound system that I cannot use. Its just wonderful.

        Airgetlam
        Airgetlam
        April 23, 2022

        If only you’d supplied any details that might help people try to assist you, or even submitted a diagnostic, and called Sonos support, who could look at the hard data there and provide some guidance….

        In general, there’s two potential reasons for this.

        First is the simple fact that the source file doesn’t match the the supported audio formats.

        Second is some sort of issue with the speaker getting clean data from the server. That could be issues in the internet, issues with your local LAN(WiFi), etc. This is why a diagnostic and a discussion with those who have access to your diagnostic could really help identify what the issue might be. 

        I’m pretty sure just posting a generic complaint on a forum won’t fix your Sonos system, although it may make you feel better. 

        Bruce
        Poppels
        Lyricist I
        May 16, 2022

        Is there any way I can access the logs myself?

        I get this intermittent error with the “encoding” of a song from YT that usually plays fine, so the error message is most likely bs. I can play other tracks when I get this error, and when I try again the next day it usually works again.

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