Apple Music - we've run into a problem

  • 17 February 2021
  • 63 replies
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63 replies

Same issue just started for me this morning after working fine for years. One thing to note is that my Eero Router updated last night , so that might be a bread crumb to follow. Have been reinstalling, rebooting, re-signing in to Apple music apps etc to no avail. But all indications are that something funky is happening because of that router update. Are other people here having issue using Eero as well?

With the lack of any meaningful help from Sonos. Has anyone else found a solution that worked? Thank you in advance of a positive response.

I’m also one of many with the same issue. Worked spotlessly for years (regardless changes to my network) until a few months ago and now I can only access my playlists through MySonos menu, but nothing through My Music. This poor excuse of network interference, if that was the case then surely it wouldn’t work via the MySonos menu either. 
Needless to say, all works like a charm with the Apple Music app. 
 

Come on Sonos, step up and fix this!

I’ve suffered with the same issue for about a month. I’ve tried all of the suggestions put forward by the sonos team, but none of them has succeeded in solving the problem. I am a Sonos customer of long standing, this is by far the worst supported issue in 15 years. Sort it out Sonos team.

I’m having this same issue and nothing has changed on my network.  
move had nothing but dumb issues like this with Sonos. I have two of their speakers and for me it’s probably going to stop there.  It seems like issue after issue and it’s always someone else’s fault. Kind of a bummer deal for a premium product. 

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This is 100% a Sonos issue. When picking specific playlists from Apple Music, some generate a we’ve run into a problem message, but not others.

So for example New Music Daily, gives the message, but Future Hits, doesn’t. Yet both playlists work on Apple Music app no problem.

That’s certainly a fair indication of some sort of ‘random’ WiFi interference, whatever the source may be. It can come and go, for sure. The next time you experience it,  I would highly recommend submitting that diagnostic I spoke of, and contacting Sonos directly. As I said, there would likely be data in it that might help. 

Nope, no homes nearby, but point taken, I’ll check it out. It’s working just now, btw, after  I...touched the play button on my iPhone just like I did the 10x before when it didn’t work!

 

Sure. What about your neighbors? Other sources outside the home? Do you control all of them as well? 

Wifi interference is not just inside your network, it can be caused by all sorts of things, including those outside your control. And it’s not just wifi devices. I’ve had issues with a microwave causing my signal to drop before, and that link talks about several other things that are not wifi related, such as certain types of phones, etc. 

But even if it isn’t wifi interference, the data in that diagnostic would be likely to help Sonos help you track down the true cause, and hopefully resolve the situation. 

Much appreciated. But nothing has changed in my homewifi set up, and no new wifi devices have been added to the home whatsoever.

It’s likely some sort of  wifi interference peculiar to your network. I would recommend that you submit a system diagnostic within 10 minutes of experiencing this popup, and call Sonos Support to discuss it.

There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.

When you speak directly to the phone folks, they have tools at their disposal that will allow them to give you advice specific to your Sonos system and network.

Same problem here. “We’ve run into a problem...” Who’s “we”? I’ve been able to access Apple Music radio and my Apple Music Library for years but suddenly “We’ve run into a problem...” pops up and I can’t connect to the Apple Music Radio stations.

I have the same problem, but weirdly Sonos can find my playlists and compilations in my music, but it cannot find artists or albums- I just get the same message “we’ve run into a problem. Please try again” 

it’s really frustrating, as I want to be able to access albums ive saved/downloaded. But Sonos cannot seem to find them. I’ve tried getting tech support from both Sonos and Apple- they both just advised reinstalling both apps, which has not helped. Really hoping someone can come up with a fix for this!

I haver the same issue, everything works correctly apart from Albums and Artists on Apple Music on every controller. Tried everything explained above and no fix. Help on this Sonos would be great!

Keep in mind that a re-sync on the Apple/Sonos backend may take up to 24 hours.

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@Smilja Yes

@gravityattracts @ryancarpenter27, Have you tried turning 'Sync Library' off and on again?

I too have no problems accessing ‘My Music’ within Apple Music on Sonos; so yes, an Apple account issue can’t be ruled out. In that case it’s best to reach out to Apple Support for assistance.

No. Within the Apple Music subscription ‘iTunes Match’ is referred to as ‘iCloud Music Library’, and the ‘iCloud Music Library’ is part of the Apple Music subscription model. So yes, it’s perfectly possible to play your own uploaded tracks through Sonos this way.

Thanks Smilja for clarifying, I wasn’t quite sure if it applied to a users own ripped tracks.

Presumably as the built in AM service via the Sonos App is done by Apple anyway, I would have thought this would have been more an Apple account issue, rather than a Sonos one? That said my Apple playlists are working here, but they are ‘leased’ tracks rather than my own ‘ripped’ songs.

Apple Music includes the iTunes Match functionality. The “My Music” bit on Sonos is to access your Apple Music playlists, etc. I really miss it. 

I take it then it’s not music that you own that you are referring to? As the iTunes Match part of an Apple Music subscription relates to Apple Music ‘leased’ tracks only, whereas the  iTunes Match separate subscription is for tracks you own.. I just mention that in case you were attempting here to play your own ‘purchased/ripped’ tracks on Sonos in ‘My Music’.

 

No. Within the Apple Music subscription ‘iTunes Match’ is referred to as ‘iCloud Music Library’, and the ‘iCloud Music Library’ is part of the Apple Music subscription model. So yes, it’s perfectly possible to play your own uploaded tracks through Sonos this way.

Apple Music includes the iTunes Match functionality. The “My Music” bit on Sonos is to access your Apple Music playlists, etc. I really miss it. 

I take it then it’s not music that you own that you are referring to? As the iTunes Match part of an Apple Music subscription relates to Apple Music ‘leased’ tracks only, whereas the  iTunes Match separate subscription is for tracks you own.. I just mention that in case you were attempting here to play your own ‘purchased/ripped’ tracks on Sonos in ‘My Music’.

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Apple Music includes the iTunes Match functionality. The “My Music” bit on Sonos is to access your Apple Music playlists, etc. I really miss it. 

@Ken_Griffiths This is a great suggestion, and in fact it was right after I changed my Apple and Sonos accounts from USA to UK that the problem started. So both are now set to UK (after I physically moved to England)
 

I did try your suggestion of removing the service from Sonos, then logging out of the Apple music app on all my devices. Then setting both up again, Apple first. But that hasn’t worked either. 

The frustrating part for me is that PARTS of Apple Music on Sonos work for me, such as being able to search for and play music. Just not the ‘My Music’ function. I’ve added my partner to my Apple Music family plan and added her account to Sonos, and it works fine  


There is a bug with the Sonos controller. I hope they fix it. 

Don’t you need an "iTunes Match" annual subscription to play your own music on other devices, or am I misunderstanding the purpose of that Apple subscription?

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@Ken_Griffiths This is a great suggestion, and in fact it was right after I changed my Apple and Sonos accounts from USA to UK that the problem started. So both are now set to UK (after I physically moved to England)
 

I did try your suggestion of removing the service from Sonos, then logging out of the Apple music app on all my devices. Then setting both up again, Apple first. But that hasn’t worked either. 

The frustrating part for me is that PARTS of Apple Music on Sonos work for me, such as being able to search for and play music. Just not the ‘My Music’ function. I’ve added my partner to my Apple Music family plan and added her account to Sonos, and it works fine  


There is a bug with the Sonos controller. I hope they fix it. 

The Apple Music service on Sonos is working okay here - so it might perhaps be an account, regional, or country setting perhaps? Maybe check the Country settings are correct both in the Sonos online profile and Apple Music. Here are some links which I hope assists:

https://www.sonos.com/myaccount/user/profile/

https://support.apple.com/en-us/HT201389

And if not tried already, maybe remove the service from Sonos, then logout the Apple Music ‘native’ App and setup both again, starting with the Apple Music App.

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