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Amazon Music Not working


I am receiving periodically messages when I try to access Amazon Music through my Sonos system that I need to go to Amazon.music.com and supply missing information. I go to the website and there is absolutely no missing information. I delete and install Amazon music in my music services and it usually works, but the next day I can not access Amazon Music. Is this a system issue?  

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Best answer by Mr. T 1 May 2022, 19:22

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Userlevel 6

I have not encountered that problem with Amazon Music.

Next time it happens, I would submit a diagnostic.

In the Sonos app, go to Settings > Support > Submit Diagnostics, then contact Sonos Customer Care by telephone to discuss.

Userlevel 7
Badge +21

I saw that one time but it cleared up in a couple minutes.

If yours isn’t clearing a diagnostic and contacting Sonos Support with the number would be good. They don’t usually look at diagnostic data unless you contact them.

I have been getting the same message.  Have gone to the Amazon music site as the message says to do and all the info I can find is correct. Whenever I hit play I get that message and then multiple songs quickly show, going down our playlist then it stops and no music. Hit the play again, and get the same pattern of showing the message and dozens of songs showing up one after the other. If I do this for several minutes the music starts up again, but this is a big pain. 

I have been getting the same message.  Have gone to the Amazon music site as the message says to do and all the info I can find is correct. Whenever I hit play I get that message and then multiple songs quickly show, going down our playlist then it stops and no music. Hit the play again, and get the same pattern of showing the message and dozens of songs showing up one after the other. If I do this for several minutes the music starts up again, but this is a big pain. 

I would perhaps speak to Amazon about this - there was an issue similar a while back, when Amazon switched some Prime Account users to Music Unlimited and their previous playlists were pointing to the wrong location in their cloud, but users were advised to call their support desk who resolved the issue.

So maybe start there and if no joy with Amazon, then try the suggestion above of submitting a diagnostic report and contacting Sonos Support

I’m having this exact same problem today and re-adding and re-authorizing doesn’t fix it.

 

I created a diag number but couldn’t get a hold of anyone on Sonos’s 24/7 chat support.

Userlevel 7
Badge +21

Post a diag number here and hope it is seen or use the phone to get hold of Support.

The phone option is usually by far the best choice.

I have had the same problem for the past month.

The prospect of calling either Amazon or Sonos for phone support exhausts me in advance.

However, I just went to Settings on the Sonos app, then Services & Voice, then selected Amazon. I was prompted to reauthorize the service and there was a checkbox to remain signed in.

I completed this and Amazon music is restored. The app’s direction for ME to go to music.amazon.com was a complete red herring.

Userlevel 1

This is solved by Re-Authorizing Sonos to use Amazon. 

On the IOS app

  1. go into “Services & Voice” 
  2. go into “Amazon Music”
  3. Select “Re-Authorize Account” and follow prompts
  4. Wait 5-10 minutes and the problem should be solved.

I had this problem this morning and this worked for me.

Badge +1

This keeps happening to me quite often.
I’ll be in the middle of listening to Amazon Music and then all of a sudden it’s not working.

When I go to try and reauthorize, it tells me there was a problem authorizing my account and to check my internet connection [which is fine!].

Other services, like my local music library or youtube music are still working.

I just sent a diagnostic 1731163895

Amazon Music has worked great for years until recently and I haven’t changed anything.

 

Userlevel 6

The issue seems to be with accounts in US/Canada, based on the profiles of users reporting this error.

The more people that report it to Sonos Support, the more likely the issue will be resolved.

I started to get this issue about a week or 10 days ago. I had to either 1) wait for a while before it worked again automatically 2) or, re-auth. However, sometimes, I couldn’t even re-auth and had to wait too. The Sonos app on my iOS would complain about the connection issue with Amazon Music (I could still play Amazon Music from the Amazon Music desktop app on my Mac all the time without any issues). It is very annoying. There must be something going on which only Amazon and Sonos can fix...

This keeps happening to me quite often.
I’ll be in the middle of listening to Amazon Music and then all of a sudden it’s not working.

When I go to try and reauthorize, it tells me there was a problem authorizing my account and to check my internet connection [which is fine!].

Other services, like my local music library or youtube music are still working.

I just sent a diagnostic 1731163895

Amazon Music has worked great for years until recently and I haven’t changed anything.

 

Same issue.  It has happened three times within a couple of days.  Most frustrating. Amazon music works if I use the Amazon app and airplay it but if I am in the Sonos music there is a message that my internet is down or I have to reauthorize Amazon.  Go to Amazon account and it is Authorized.  I had an ipad pro and now 5 gen ipad air wonder if that is the problem. Lost Amazon yesterday after I used iphone to retune truplay.

Maybe see this related thread and note this seems to be happening on other ‘non-Sonos’ devices too and appears to be related with Amazons authentication token  - anyhow see here:

 

Userlevel 4
Badge +4

I have had similar problems as recently as yesterday.  Amazon suddenly stopped working.  I tried to re-authorize numerous times but repeatedly received a Sonos error message saying that I needed to check my internet connection (which was working fine).  I removed the service entirely but was given a similar error message when I tried to add it as a new service.  A few hours later I was able to add it as a new service and it to be working for now.  There did seem to be some reports of Amazon Music outages yesterday but I cant really cite a reliable source since it was from random google results…i think i saw it on downdetector.com or something similar…

OK OK, Sonos, what is going on with Amazon Music. Like others here, issues started recently. Getting various error messages.. “unable to browse,” “authorization errors,” and today “go to music.amazon.com” and do something mysterious. I’ve been using Amazon Music on Sonos for years and all hell has broken loose the last 2 days. I was on chat with a Sonos Support yesterday and they told me that they have been getting complaints about Amazon and that they were “working on it.” 

Get this fixed Sonos!! Or at least communicate something to us. The Amazon Music app works fine on my phone. (And please don’t tell me to use bluetooth as a workaround… there is a reason I’ve invested $1000’s in Sonos equipment and it wasn’t to use stupid bluetooth from my phone).

I do not believe it is Amazon, although I may be wrong, because I go to the Amazon app on my ipad and stream to Sonos and it works fine...just not with the Sonos app

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But Sonos isn’t in the middle here. Your speakers are reaching out to the Amazon authorization server to receive the necessary authorization to play the source, which is also on Amazon’s servers.

Perhaps if you were to submit a diagnostic, and contact Sonos directly, they might be able to assist you, with the hard data in the diagnostic?

I do not believe it is Amazon, although I may be wrong, because I go to the Amazon app on my ipad and stream to Sonos and it works fine...just not with the Sonos app

It looks like it’s authentication with 3rd-party services, rather than any connection with the use of Amazon’s own App, as this is apparently happening on other non-Sonos devices too. See this link

https://support1.bluesound.com/hc/en-us/community/posts/5794247084951

If it’s happening with bluesound products, then it more than infers that it’s an Amazon issue with their authorisation token, so I still think it’s worth speaking to Amazon Support.

edit: Also see this post…

 

Userlevel 2

Same problem for me. Getting annoying. Hope someone at Sonos or Amazon is listening…

Same problem for me. Just contributing to the discussion in case someone notices and solves it. It’s driving me crazy!

Amazon does not maintain any presence in these forums. 

Also having the same issue over the  course of the past month or so. Re-authorizing doesn't seem to help, but waiting it out does. Has anyone had success in contacting Amazon since this doesn't appear to be a Sonos issue? Thank goodness for Sonos Music because at least I have an option for filling in the blanks when AM is not working!

I have had same issues. Contacted Amazon customer service via their chat. Complained pretty hard. The person said she did something and it won’t happen again. Well it happened again today. I get about an hour in before it happens. Complained again today. They recommended deleting Sonos app and reinstalling. Not convinced

Userlevel 7
Badge +21

I find the Amazon issues with music aggravating, haven’t found any fix faster than just waiting the error out while listening to other music.

Rebooting all my Sonos is not a good option here as the power connections are hard to get to on a couple systems (several have remote switches but not all) I really miss the “re-boot device” web option that Sonos removed, it would let me sit here and reboot everything in a minute.

 

Maybe related the spouse is ticked at Amazon’s Prime Video, it has locked her out multiple times the past couple days, similar error message. No help from Amazon, rebooting the FireStick might be helping.

Badge +1

Now, when I do a search, Amazon Music appears in the results, so I click on the artist under Amazon Music and get “Requested operation failed. Please try again.”, which I do, same message.

YouTube Music is working fine, which is nice, but their audio quality is not as good.

I was going to submit a diagnostic, but app says should only do that if support requests it.

 

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