Apple Music - we've run into a problem

  • 17 February 2021
  • 57 replies
  • 2331 views

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For some reason, I cannot use the ‘My Music’ function of the Apple Music Service anymore. It displays “We’ve run into a problem. Try again.”

 

I have deleted the app on all my devices, reinstalled. I’ve deleted the service and reauthorized. I’ve reset my router.

 

Apple Music works fine. It’s only within the Sonos app that the error occurs.  Please help. Family account if that matters, and both users experience this.

 


57 replies

Same problem here, I only got the problem with My Music → Artists and Album overview. Tried everything, restart my Boost, Speakers….log out ..log in with Apple  Music, all of it doesn’t helped, looks like a bug from Sonos side.

My neighbor is having the same issue after the recent Sonos update. When we tries to add the service, she logs in to Apple Music and she gets “We’ve run into a problem. Try Again.” Very frustrating for her (and me, since I talked her into buying Sonos speakers).

I've been having the same problem. Sonos app says my Apple Music account needs to be reauthorized, but when I click the link, nothing happens. I called Sonos for help but got none. Some sort of software glitch, they said. So my speakers are now useless, as I used them mainly with Apple Music. 

Come on, Sonos team-something to show you care about this. Or can I get a refund on my £3000+ worth of Sonos kit to buy something that works??????

only solution I found after speaking to Sonos and apple for hours was to sell all my Sonos speakers and switch to HomePods - so frustrating and not worth trying to fix an issue that never should have existed 

I’ve had this issue for around 6 months now too, started as soon as I switched back to Apple Music from Tidal.

The problem: For me, the issue is isolated to “Apple Music → My Music → Artists” and “Apple Music → My Music → Albums”. The precise error message is “We’ve run into a problem. Try again.”

SONOS TEAM: this is NOT a wifi issue. This is a software bug that needs to be raised with the appropriate product manager. The fact that Playlists and the Songs are both working perfectly fine makes this glaringly clear to anyone familiar with the Apple Music API that there is bug in the code specific to the Artists and Album routes. This is not an account issue or a broad authentication issue, since every Song in the account can be returned perfectly fine under “Apple Music → My Music → Songs”. Happy to get into more detail with the PM if you want to have them reach out to me.

There’s a few recurring themes and my guess is that they are affecting something in the code for these routes — for example, many of us have changed the country associated with our account. This could be stored incorrectly somewhere and causing an issue.

Really hoping the team at Sonos can step up to the plate and raise this issue to the product manager. It’s really frustrating that this is simply being ignored, as it’s ruining a large part of the Sonos experience for many of us.

 

While I understand that’s it’s not particularly helpful to resolving the issue, but the interface between Sonos and Apple is not Apple’s API.  Sonos isn’t using any music services API.  They have their own API and music services are required to use the Sonos API, not the other way around. The Sonos hardware simply doesn’t have the resources to use multiple APIs for every music service it works with.

That doesn’t necessarily mean that it’s Apple’s fault.  There could be an issue where the Sonos code isn’t requesting the track listing correctly, though that seems odd that it works for every other track list request for every other music service. I would guess that Apple is returning an error if the country code on the Sonos side doesn’t match the country code it sees for the Apple account.  Makes some sense if the country code restricts what music is available to due contract restrictions.  This could very well be something that Apple doesn’t recognize much as Sonos based requests are not their primary music play requests.  But I am guessing, could be way off.

Either way, Sonos could be looking into it, and trying to work with Apple to fix the problem.  It’s hard to say that you’re working on an issue if you can’t replicate it, don’t know why it’s happening, and likely don’t own the code that needs to be fixed (if it’s a software problem)

 

Same thing happening to me and nothing I do helps. I bought the Sonos One for the very purpose of playing my Apple music. I find it difficult to believe Sonos can’t fix the problem. The item is no more than an expensive radio. Waste of money. Will never purchase a Sonos product again. Product is a con.

 

Same error here. Have reported twice to support, and also tried all suggested wifi fixes. Most speakers connected via ethernet cable, no change.

I have this issue with the ‘For You’ section in Apple Music.

I can categorically state this is NOT a WiFi issue, because all my speakers are hardwired in via Ethernet. @Sonos get your act together and fix this issue.

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“WiFi issue” seems to be the Sonos support answer to everything.

There are clearly problems between Apple Music and Sonos. Sonos needs to get a clue and implement a proper Problem Reporting and Tracking system that’s available to support agents. Then they could do the right thing and say “yes, that’s a known problem, and our crack development team will get around to working on it any year now”, instead of wasting everyone’s time with pointless diagnostics.

Hi All,

Thus has just started happening to me after years of fine performance. FIX IT SONOS!

Hi everyone. I Just wanted to say that I too am having the exact same issue as described above. Browsing Artists and Albums does not work, but everything else seems to.

One thought that popped up: Could this be related to my Apple Music Account being part of my Apple One account (The one that includes TV+ and Arcade as well)? Just trying to narrow it down a bit.

Do you all have just an Apple Music subscription or do you have an Apple One subscription?

I’ve had this issue for around 6 months now too, started as soon as I switched back to Apple Music from Tidal.

The problem: For me, the issue is isolated to “Apple Music → My Music → Artists” and “Apple Music → My Music → Albums”. The precise error message is “We’ve run into a problem. Try again.”

SONOS TEAM: this is NOT a wifi issue. This is a software bug that needs to be raised with the appropriate product manager. The fact that Playlists and the Songs are both working perfectly fine makes this glaringly clear to anyone familiar with the Apple Music API that there is bug in the code specific to the Artists and Album routes. This is not an account issue or a broad authentication issue, since every Song in the account can be returned perfectly fine under “Apple Music → My Music → Songs”. Happy to get into more detail with the PM if you want to have them reach out to me.

There’s a few recurring themes and my guess is that they are affecting something in the code for these routes — for example, many of us have changed the country associated with our account. This could be stored incorrectly somewhere and causing an issue.

Really hoping the team at Sonos can step up to the plate and raise this issue to the product manager. It’s really frustrating that this is simply being ignored, as it’s ruining a large part of the Sonos experience for many of us.

Same issue for me. Im on a family plan too (owner). I logged in to my sonos app with my wife’s apple id and all her music showed up. 
 

i do have some of my friends music ripped from youtube and added to apple music manually. These are foreign songs and not available on apple music. I do have quite a few of them. Iv tried every other suggestion mentioned in this forum but nothing has worked. Just wondering if anyone else with the issue has music ripped and added to apple music? Maybe its a copyright issue? 

same issue here, ever since we started using apple music. “we’ve run into a problem, try again”. all iOS devices and the Windows app controller as well. All apple music can be searched, but My Music does not work. 

One question I would raise is if all theones with the same issue are having a family account as well? i.e. I am the “owner” or parent in our setup, but the apple music subcription is a family sub. and we had issues prior with apps to port the former Spotify playlists. But what happened there was that the “child” apple music accounts work on iOS devices without a hitch, but any other apps cant properly use them. 

So my gut feeling is that is has maybe to do with that...

@ryancarpenter27 No, the problem still exists and Sonos support has not been able to help me. Sonos is blaming the problem on Apple and Apple has insisted there is nothing wrong with my account (and I believe them). There is something wrong with the Sonos software and it is not authenticating correctly. Maybe it will break for enough people and they will have to address it at some point. 

Sonos is worthless. Worked for less than a year and they made all kinds of excuses why my speaker wouldn’t work.

I have had the same issue for more than a year. Same problem using S1 and S2. Same problem in 4 different apartments in two countries. NL ans US. 

Same problem for me too. Can’t get anywhere with Sonos support - one person dropped me after trying lots of different options then the next told me I needed to phone up (as I don’t think she knew anything else to try). I’ve spent all afternoon trying to sort this and I’m not getting anywhere. PLEASE SORT IT OUT SONOS! I was about to upgrade, but looking at other options now…. :( 

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Obviously still a problem. It’s probably been a year since I first encountered it. Everything was working fine this morning and now after returning home, I’m having this problem with the “For You” section of Apple Music. No problems with “Recently Played” or “Recently Added”.

The Sonos app is generally just flaky and I’ve (tried to) learn to accept it. One minute, Sonos Playlists are missing but Apple Music works great. A few hours later, Sonos Playlists are back but parts of Apple Music are broken. I guess you can’t have both, you just have to be happy with whatever the app serves up! Wireless interference and Internet issues are often cited as potential causes (and indeed they were, in the first few posts in this thread!) but maybe it’s time for the Sonos app to be rewritten from the ground up to fix these kinds of random issues and stop being so flaky. Super frustrating.

 

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.

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