Apple Music - we've run into a problem

  • 17 February 2021
  • 57 replies
  • 2331 views

Userlevel 1
Badge +1

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

Userlevel 2
Badge +1

Just switched from Spotify to Apple Music and having this exact same issue when trying to access my playlists, etc. through the Sonos apps.  Keeping this topic fresh in hopes that someone is working on it.  Very frustrating.  FWIW, I used Apple Music before moving to Spotify and did not have these issues back then.

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.

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!

@gravityattracts did you get a solution for this?  This is happening to me and I chatted with Sonos support via text and they couldn’t help

 

Userlevel 1
Badge +1

@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. 

Userlevel 1
Badge +1

@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. 

Userlevel 1
Badge +1

Really disappointed no one from Sonos seems willing to help.

 

@gravityattracts one fix that I do is airplay the regular Apple music app but we shouldn’t have to do that. 

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. 

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.

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.

 

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 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…. :( 

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.

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'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. 

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?

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

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.

Userlevel 5
Badge +16

Hi @gravityattracts.

Thanks for reaching out and welcome to the community! We’d be glad to help.

Commonly this comes as a result of wireless interference, this article will help you reduce wireless interference around your Sonos products.

If you are using a local WiFi network with more than one WiFi hub or access point, I recommend that you can try to switch your system toSonosNet by wiring just one standalone Sonos device to your primary WiFi hub or router, that begins the WiFi network. Attempt music playback, or any other activity to Sonos that was previously failing, and see if the problem will be resolved.

 

Let us know how it goes.

Userlevel 1
Badge +1

This is unsuccessful. This happens on all of my controllers (Mac, iPhone, iPad).

 

Nothing has changed since the ‘My Music’ function was working some months ago.  

 

I’ve just submitted diagnostics if you can help.  1725287185

Userlevel 6
Badge +15

Hi @gravityattracts, there was no change with a speaker wired via Ethernet cable?

Would it be possible to perform a full network refresh? You can do this by rebooting your router (turning it off for about 15 seconds before turning back on), followed by rebooting each Sonos speaker when the network is back online. Let us know if this helps!

Userlevel 1
Badge +1

Hello.

 

I have one speaker plugged into the router with an ethernet cable. Two others are connected via wifi.

Router has been restarted. Speakers have been restarted.

Apple Music service has been deleted and re-added.

To be clear, the problem is not with Apple Music in its entirety. I can search for and play music. It’s only when selecting the ‘My Music’ option that I get the error.

 

Fresh diagnostics just now 30813835.

Userlevel 1
Badge +1

@Xander P Wondering if you have spotted any problems in my diagnostic file?

 

All help appreciated as this had previously been my main method of listening to Apple Music on Sonos.

Reply