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Best answer by danwooller

Well, I think I’ve worked it out, either Sonos or Google are blocking my VPN provider. Changed the DHCP server to bypass the VPN and rebooted Sonos and it worked. Changed it back and reconnected the VPN to get a different IP address and it works.

Thanks @Corry P for making me think a little further, the premium/free was a red herring.

61 replies

Corry P
Corry P
Sonos Staff
May 22, 2023

Hi @Georgekoay 

I am listening to YouTube music as I write this, so no issues here.

I recommend you open the Sonos app and go to Settings » Services & Voice » YouTube Music » Remove Account. Once done, add the service once more from Settings » Services & Voice » Add a service » YouTube Music.

If this doesn’t help, or if you have trouble adding YouTube Music again, please switch your router off for at least 30 seconds, and try again a minute or two after WiFi returns.

Failing that, I recommend 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.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
GeorgekoayAuthor
Contributor I
May 22, 2023

I tried all these steps and still having this problem. And the tech support team is not helpful as well, asked me to listen to radio instead… my YouTube music is working fine on my TV though.. 

Corry P
Corry P
Sonos Staff
May 22, 2023

Hi @Georgekoay 

I don’t know exactly what was said to you, but testing an alternative source of music is certainly a good step to try - it lets us know if the issue is more likely to be local or not. Does radio play without issue?

Looking at your case notes now, however, it seems you have changed location - if you have moved to a country where YouTube Music is unavailable. then it stands to reason that you are unable to play it.

This thread may be of help (ignore that it’s for Google Assistant):

I hope this helps.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
GeorgekoayAuthor
Contributor I
May 22, 2023

Hi Corry,

 

yes I tried that too, changing my profile to the new country, and it doesn’t work as well. Will Sonos be able to see what’s the error at the back end? Simply showing no selection are available as the result doesn’t help in identifying the issue.

controlav
controlav
Lead Maestro
May 22, 2023

Hi Corry,

 

yes I tried that too, changing my profile to the new country, and it doesn’t work as well. Will Sonos be able to see what’s the error at the back end? Simply showing no selection are available as the result doesn’t help in identifying the issue.

After changing the country on your account it can take up to 24 hrs to take affect, try again later.

Author of the leading independent Sonos apps for Android, MacOS, iOS, Windows and Xbox.
Corry P
Corry P
Sonos Staff
May 22, 2023

Hi @Georgekoay 

The logs should indeed indicate what is going wrong, but as @controlav says, it may be worth waiting one day to see if the country change helped. Otherwise, I recommend you get back in touch with our technical support team.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
danwooller
Trending Lyricist I
May 25, 2023

I have this issue as well.

Has worked fine forever.

Last couple of days says “unable to play <song name> - cannot connect to youtube music” for a few songs before giving up.

This means it’s getting the playlist from youtube, but can’t start the stream. I’d say this was a google problem, but the app on my pixel plays just fine.

danwooller
Trending Lyricist I
May 25, 2023

Seems to be a youtube premium issue, I can play music with a freebie account.

Corry P
Corry P
Sonos Staff
May 25, 2023

Hi @danwooller 

Premium will play at a higher bitrate than Free and will therefore need more from the network - I recommend 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.

Also, I’ve been playing YouTube Premium all day without issue, so the issue is more likely to be local.

I hope this helps.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
    danwooller
    Trending Lyricist I
    May 25, 2023

    Hi @danwooller 

    Premium will play at a higher bitrate than Free and will therefore need more from the network - I recommend 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.

    Also, I’ve been playing YouTube Premium all day without issue, so the issue is more likely to be local.

    I hope this helps.

    Thanks for this, I’ve been on the phone with Google and their suggestion was to press the feedback button. I’ll get in touch.

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