Hi there, for the past couple of weeks I’ve been unable to connect to Apple Music. “We’ve run into a problem. Please try again.”
Tried signing out of Apple Music, reinstalling sonos app etc. No luck.
Best answer by Annazel S
View original
This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.
Page 1 / 2
Userlevel 7
+18
Hi
Thanks for posting that - it’s a good round-up of what often needs to be done. A few points:
- We prefer 802.11 b/g mode as n mode involves band steering which doesn’t work well with Sonos as our older products (and soundbars) reserve their 5GHz radio for bonding other speakers. However, your system uses SonosNet because the Beam is wired to ethernet (or at least it was when the diagnostic was submitted) so your WiFi settings are irrelevant to Sonos, unless the channel it is on overlaps with the channel SonosNet is on (only channels 1, 6 and 11 do not overlap).
- Client isolation is what you’d want in a public network - devices are not allowed to communicate to each other, only the internet. Sonos needs this option to be disabled to maintain the system.
Looking at the diagnostics, however, I can see that the Beam is having a hard time communicating with the rest of the system (and the rest of the system utterly relies on this connection). What is within 1m of your Beam, apart from your TV? Is it surrounded in anything massive, like lots of books, thick wood or large plant pots? If so, please try to remove them slightly.
Also, your WiFi network is split between channels 1, 4, 7 and 9 - are you able to get all these on one channel? Ideally 1 or 6 as Sonos is using 11. Overlapping channels are actually worse than using the same channel, as when the same channel is used, transmitters will time-share to avoid issues. On slightly different channels that do overlap this is not done and interference can be a result.
Are you able to wire any other Sonos speakers (in rooms other than the Beam) to ethernet in addition to or instead of the Beam? You either need a better location (I mean a different speaker, not moving your Beam!) for your wired unit, or have more than one unit wired.
I also noticed you have quite a large group set up. Have you tried changing the room that is the master (Group Coordinator) of that group? If not, please disband the group, select another room (Sitting Room B looks best, currently), then regroup the wanted rooms back in and test. Ideally, you want your wired speaker in charge of a group but as your TV Room wasn’t included, this isn’t an option. The next best choice is the speaker that has the best connection back to the wired device.
I did see evidence of multicast flooding (which IGMP Snooping filters out) - please switch your main router off for at least 30 seconds and switch back on as this may fix the flooding. You can purchase a managed switch that would provide IGMP Snooping on ethernet for less money than a restaurant dinner for two - just search Amazon for “managed switch” in the Computers & Accessories section. Make sure that IGMP is mentioned in the specifications (Snooping, Storm, Filtering - anything like that). The switch would connect in between the router and your wired Sonos device(s). I recommend this only as last resort - I would be surprised if you could not get things working satisfactorily without spending more than the cost of an ethernet cable.
Thank you for providing some details on the error message.
After connecting technical support I was given some things to check on my router (Linksys MR8300) which I’ve added my notes next to each:
- The 2.4 GHz Band needs to be enabled. Split 2.4GHz and 5GHz (separate SSID for each band). [This was already done before the call, so no impact]
- Make sure Mode is set to 802.11 b/g/n. [No options to select on my router, but does by default including ac mode]
- Client isolation should be off to ensure WiFi devices can communicate with each other [Don’t know what this is so couldn’t do anything, support couldn’t explain well]
- Select a manual WiFi channel, do not set to auto. Preferably channel 1/6/11. []
- Security type should be WPA2 with AES Encryption. [WPA2 set, assume with AES encryption as this is not something I can select on my router]
- Enable UPNP. Change DNS to - Primary 8.8.8.8 - Secondary 8.8.4.4. [I made this change]
- Enable multicast. [I made this change]
- Disable smart setup or any other setup assistant. [I don’t think I have this on, can’t see anything that might relate]
- Enable IGMP snooping [not an option on my router from what I can see]
None of the changes here have resolved the issue. Technical Support not open until Monday so will have to wait to find out next steps.
Userlevel 7
+18
Error 1002 in reference to playback is due to a timeout - the speaker has 20 seconds to load the entire queue and if it fails to do so, you’ll get that error. It typically happens when larger (over 500 tracks) playlists are loaded.
It shouldn’t happen, however, so we would very much like you to get in touch with technical support so we can document some details and investigate this, or address local network issues if they are the cause.
None of these steps work. Maybe before calling Technical Support, what is “error 1002, adding tracks to the queue”?
Userlevel 7
+18
Hi All.
If you’re having trouble playing from Apple Music (or another service, for that matter) please try the following steps:
- Check our status page first - if the service is having issues, nothing you can do is going to fix it so it’s best to check before wasting a lot of time and effort. Most services utilise a different portal for Sonos playback, so even if your iPhone can play Apple Music (or whatever other service), that doesn’t mean that they’re not having issues with their Sonos portal.
- If you haven’t done so before, please check for and remove WiFi interference. A general rule is to keep WiFi devices 1m apart from each other (especially the router). We have a reducing WiFi interference help page that’s worth a look. If other (similar sound quality) services don’t have a problem, this probably isn’t needed.
- Reboot your WiFi router, and anything that extends it’s range (mesh systems or wired APs - extenders and boosters are unsupported). Removing power for at least 30 seconds is the best way to do this. It may help to also reboot Sonos at the same time, but turn on Sonos again after WiFi is back.
- Remove your music account from Sonos and add it again - when software is updated (this could be Sonos updates, or Apple or Sonos server updates) accounts sometimes need reauthorised and removing and adding the account is sometimes more effective than choosing the Reauthorise option. Go to Settings » Services & Voice » Apple Music » Remove account.
If these steps don’t help. 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, network and situation.
I get an error with number ‘1002’ very often when trying to play Apple Music on Sonos. I’m getting extremely frustrated with this and Sonos. There are NO issues with my network as Apple Music works everywhere else and I can use Sonos for other players with NO issues. Can you please just sort it out. I’ve invested a lot of money in your products and don’t expect to have this sort of issue.
Same problem. I phoned customer support again as advised on here by a Sonos advisor. Not helpful. Just said it’s a known Apple problem for which there is no fix as yet. 🤷🏼♂️
Same issue. It’s wearing real thin I must say. Ive had this issue on and off over the years. I’ve submitted diagnostic reports - Offered up 2 tread questions - never got a conclusive answer. It’s time to switch to a Bluetooth speaker system. Sonos - I have given you hours of my time trying to sort out this BS - out of a sense of loyalty to your vision and suggested ethos. It’s not worth it any more. Over and out. 2 x play 5s on route to the charity shop.
Any update? Also having the same issue (diagnostic info to be sent).
Ah, that wasn’t clear. Still, you should at least try a reboot of your router, followed by a reboot of the speakers. In the meantime, I’ll wait to see what the diagnostic suggests.
to clarify, my computer where i was running the sonos controller is sometimes on VPN. the speakers have their own network connection and are never on VPN. regardless of the VPN status, the issue is the same
The VPN should be blocking the ability of the speakers to reach out to the Apple servers.
You also may want to try a reboot of your router, but that won’t change the VPN issue.
same issue here, diagnostic code 44988101
error logs say a series of “unable to browse music - there was a problem connecting to apple music” messages and then a series of “we’ve run into a problem, try again”
i have removed and added the apple music service, reauthenticated. happens on my home network and when on VPN for work, has been consistent since iOS14 update, perhaps earlier.
I'm having the same issue with my Apple music account. I have a family plan and my partner can log into her Apple music account on the Sonos app, but I can't.
I'd updated my Apple ID password yesterday and I believe this is why it won't work. The Sonos app doesn't seem to recognise that I've updated my password.
Phone support is a pain - can Sonos please start offering email support again?
338875149
unfortunately it’s still occurring! S1 and S2
Userlevel 5
+16
Hi everyone. Thank you for your patience in this.
It will be helpful to submit a diagnostic report on the Sonos app when the issue happens and reach out to
Sonos Support as we can take a closer look and discuss it with all of you individually in real-time.
I recommend our phone team, for they have more resources available 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 computer/controller to see what's going on.
If you have any other questions or concerns, feel free to reach out, we’re always here to help.
No further responses from the folks at Sonos, one would have hoped they would have a fix by now.
I’m having the same issue. Started about a week ago before updating iOS to 14.01. Also looking for a fix, anyone have one yet?
I’m having the same problem, just started today. Running iOS 14.01. Is there a fix?
Is anyone here running a beta version of iOS by chance? I’m running 14.2 beta, so maybe it’s connected to that???
On one of our phones yes, on the other no, so that doesn’t seem to make a difference,
Sonos rarely plays well with Apple beta OS’s. I suspect it’s something in the beta code or server back end, as as soon as they go gold master, it suddenly starts working, with no updates from Sonos involved.
Is anyone here running a beta version of iOS by chance? I’m running 14.2 beta, so maybe it’s connected to that???
I can confirm I have this same problem.
I discovered it because I noticed that updates I was making in Apple Music were not appearing on Sonos. For example, I added two playlists, and they did not appear in the Sonos app.
Therefore, my plan was to remove the service and re-add it, forcing an update, but now I cannot reconnect to Apple Music at all, as I get a “We’ve run into a problem, please try again” error.
Please let us know when a fix is coming!
Hi there,
I am also having the same problem. I can load other streaming services with no problem.
wvery time I try to load the Apple Music service I either get “make sure your Music app is updated to the latest version” which it is, followed by “we’ve run into a problem, please try again”.
I submitted a diagnostic report, number 396044011
this is very frustrating.
thanks,
Mick
Page 1 / 2
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.