I have set up my Sonos system, 2 paired play 1s and 1 Sonos One, with a 4 G Router. Everything works as it used to on the telephone wire router except Amazon Music.
I have deleted and re-installed Amazon Music but the result is the same.
e.g. I can search for an artist, display albums etc. But can’t display the contents or play individual songs. Other music providers like TuneIn are working.
how do I get Amazon music to set up and play on a 4g router
Leopard,
Perhaps try this…
Goto your Huawei router settings and set the 2.4ghx WiFi to ‘fixed' channel 6 instead of auto. Then wire a single Sonos device to one of the routers Ethernet ports… this will switch All your Sonos devices to communicate via a SonosNet signal.
Then do these two things…
See if that improves things for you. I’m assuming you will have switched off your other wired home router when doing the above as you don’t want it’s WiFi channels conflicting with any of the above… if you do want that router switched on aswell then set it to use the non-overlapping channel 1 or 11 that you leave unused when setting the SonosNet channel on your Huawei device.
I hope that all makes sense to you.. it will be interesting to see if the above also improves, or fixes, the issue with the Amazon Music searches. Unfortunately I can’t test this here, as my MiFi device does not have an Ethernet port.
Try this perhaps…
App will close and ensure it is fully closed. Now open App and choose the option to ‘Connect to existing System’
Go back to ‘Settings/Services’ and add the Amazon Music Service again and login with the same credentials as those in use in the Native Amazon Music App installed on the controller device.
Then see if that works. If not, then try a different DNS Server on your 4G router as mentioned earlier. Also check there is no security software, or Firewall, on the mobile controller that might be blocking the connection.
Just to eliminate the obvious. I have re connected SONOS to wire router and AMAZON MUSIC Service works as it should.
i am very confused because in every other respect SONOS works and everything else also works faster with the the 4G router than With the wire broadband connection
other music services e.g. TuneIn work perfectly has anyone any idea what could be confusing AMAZON MUSIC.
I will return the 4G router tomorrow if I have to but don’t really want to because it is so much faster than my wire connection.
Sounds like the 4G router or the provider is blocking a port or something .. do you have a different SIM card that you can try from another provider, that’s if the device is sim free?... I assume the change of DNS was also tried earlier??
Leopard,
Okay .. this time I switched off my home WiFi and my Huawei MiFi device and instead setup my iPhone XR as a mobile hotspot on the EE (4G) network. I used an iPad with the Sonos App as the main controller device. Again I very occasionally use this setup/configuration when travelling and so my Sonos Move speaker connected to the iPhone hotspot instantly, as it is one of my saved Sonos WiFi networks in the Sonos App..
After connecting to the Hotspot I opened the App and waited for the Move speaker to appear (called 'Portable’) ..then I tested with the same 'Beatles' search and a few others and had the exact same issue with Amazon Music .. it times-out and no results show. I tried it a few times and problem was the same as seen earlier with the MiFi device and the 3-Network. So the built-in Amazon Music Service on Sonos, when searching via the App, does not appear to work correctly (its intermittent, at least) whilst using a 3G/4G mobile connection.
On the other-hand testing these same searches and things with the Deezer Music Service, that seems to work fine everytime ..and plays music to the Move device too from the search results screen.
So this test appears to rule out it being the 3-Network exclusively and because the Deezer Music Service works fine on both the mobile tested connections/devices, things appear to point towards the problem being the Amazon Music search and the way it’s implemented in the Sonos App (perhaps?).
Perhaps importantly, I think we can safely say that these tests (taken collectively) rule out your Huawei 4G router as being the cause of the problem here.
I carried out another Sonos diagnostic report, post testing on this occasion … 619926724. Screenshots were taken, but really they are just the same as I posted earlier, so I won’t bother to post them at this stage.
I hope that further information assists a little further. I will just add the Speedtest of the EE mobile hotspot connection was approx. 23Mbps Download/5 Mbps Upload.
same provider three, just new contract and new sim card
still got the old sim as the contracts are overlapping until the end of the month and when i put that in the router it works perfectly.
new sim unable to browse music on amazon, and it loks like heart radio too
The only thing I can think of (and with little confidence) is that the new sim is having problems connecting to certain servers. Hence the suggestion to change ISP DNS to Google Public. A bit of a shot in the dark - i have not seen this issue before.
Ken, you have been brilliant in the support and contCt you have provided. I have resigned that for the moment that between Amazon, SONOS, Three and Huawei I will not get a quick solution to this.
Taking stock of what is working I have the following.
1 I have a good, solid and fast internet connection with 4g through the Huawei router, far better than I currently get with the copper landline connection.
2 The Huawei router provides a strong WiFi throughout the house
3 I can network my 3 SONOs speakers successfully using the Huawei WiFi and it works well for everything except Amazon Music Services with the SONOS App.
4 I can get Amazon Music through the Amazon native App using the 4g router without any problems
5 I can connect to my SONOS One SL using Air play.
So that is what I have done. Using Air Play for Amazon Music is a bit more chunky than from within the SONOS App. but I can hope that it is not forever until Amazon/SONOS sort out the app utility. I don’t need to play different music in different room so apart from this restriction I don’t think I can see any other problems; do you?
As you say this issue now needs to be raised with SONOS Customer Care. The future of Broadband in the UK is going to be reliant on distribution via fibre but local connection using Mobile Data (4G and 5G) especially in rural areas. Even now many new builds are not being provided a landline connection I am sure that this issue is only going to effect more and more people.
Another random thought, make sure the router is continuing to use a 2.4Ghz channel with the new sim? Hard to imagine that they’d change the software on the router by tagging the SIM card in it, but it’s another random possibility to at least look at.
And I’m with John, this doesn’t make any sense.
Precisely same problem here too. Amazon music HD works fine on phone, iPad, computers etc with Huawei 4G router via 3. Unable to browse music via Sonos. Tune in works, 7 Digital works, Spotify works.
Have checked at partners place via wired broadband connection - Sonos works perfectly with Amazon HD on same Sonos account.
Currently using Amazon Music to to stream to Sonos system rather than native Sonos streaming.
Will try DNS fix but tricky to access that on Huawei Routers.
I assume you’re referring to the built-in Amazon Music Service installed in the Sonos App? Does the actual 'native' Amazon Music App work on your mobile controller device? If not, then ...
Perhaps try a different DNS server on the 4G router, such as the google public servers 8.8.8.8 or 8.8.4.4 and see if that fixes it,
Thank you for your very fast response.
you are right in your first assumption.
It’s the built in Amazon Music Service on SONOS which after successfully searching for an album eventually displays the message “unable to browse music” when I try to select and individual track
However
The Amazon Music App works.
everything else appears to work exactly as it did.
Tried all the above plus. Realising the router I’d dual band I have disabled the 5 GHz band. Thinking it could be that.
more playing with it shows that I can search on individual Songs from Amazon and play them but if I search on Artists, Albums, Playlists etc I get a blank screen with the wheel of death.
so it looks like I am connecting to amazon i just can’t control it.
This is irrespective of 5 ghz being enabled or not.
Just to eliminate the obvious. I have re connected SONOS to wire router and AMAZON MUSIC Service works as it should.
i am very confused because in every other respect SONOS works and everything else also works faster with the the 4G router than With the wire broadband connection
other music services e.g. TuneIn work perfectly has anyone any idea what could be confusing AMAZON MUSIC.
I will return the 4G router tomorrow if I have to but don’t really want to because it is so much faster than my wire connection.
Leopard,
After trying and failing to get the Amazon Music searches to work, Submit a Sonos diagnostic report from “Settings/Help & Tips” and post it’s reference back here and with s bit of luck the Support Staff passing by this thread may take a look to see if there are any obvious issues that’s blocking the results.
If you’ve not heard anything in 24 hours or so, then follow this LINK to report the incident and see if the customer care team can assist.
Leopard,
Just to add I’m also in the U.K. and I know that both 'EE' and the '3’ Network work okay with a Huawei 3G/4G MiFi device as I use those providers when travelling with my Sonos. I also use the Amazon Music HD service ...If that information helps you to perhaps eliminate some things.👍
Thank you Ken.
You seem to get my frustration.
I have just spoken to Three Tech services, I think in India. They, as I expected, were only able to confirm that the 4G connection is good and understood little about connecting with a SONOS network but they have set up a call for me to chat to Huawei tomorrow.
The device is a Huawei B535 which is a quite recent router but I can’t find out how to change the DNS vis the device service app
Searching on google is not revealing much, I did find something entering developer mode with function keys in Chrome but being armed with only an IPad, maybe not
I seem to be successful at finding out what it is not.
again thank you for help
Why on earth do these companies hide the DNS Settings and make things so difficult? .. I appreciate that you might not want to mess with the developers menu at this stage etc.
Anyhow I have just reset my Huawei E5776 MiFi with a 3 sim dara card to its defaults to check this and connected a Sonos Move speaker to its hotspot and then performed some searches and its working okay here. So that appears to rule out the 3 DNS servers. Some screenshots are attached.
Is there a firewall you can temporarily disable on your device?
This is the 3-Network default DNS Server that my MiFi connection was using during the test above 188.31.252.88… you can perhaps check your DNS by navigating with a web browser on your iPad to whatsmydnsserver.com, or any such similar online service.
Just checked the DNS server for my 4G Three connection it is 188.31.254.89.
For the copper wire router (Sky) that works it is 90.207.253.94
Ive checked again and all fire walls and parental controls are switched off as far as I know
i don’t have another SIM card to try from a different provider.
The only thing I have not tried that I can think of is setting everything back to factory and re-installing the SONOS speakers from scratch. I don’t have a SONOS move. Just 2 play 1,s and a One SL.
I cannot see resetting Sonos is going to help. Have you tried Ken's suggestion to use Google Public DNS servers?
Edit just read of your difficulties changing this.
I can’t see the 3-Network DNS servers being different from each other .. I’m on a pay monthly plan FWIW ...and I agree with John B that resetting your devices is unlikely to make a difference here, particularly as everything works on your other wired router.
I am aware however that the Amazon Music Service can be a little ‘exact’ and 'unforgiving' when searching through the Sonos App, it often does not like partial words… so perhaps just try again with the same searches that I did earlier and see if you get any results at all.
If not, then go down the route of submitting a diagnostic immediately after failure (as mentioned earlier) and let’s see if the Sonos Support Staff can assist in discovering where the problem may lie here.
I’m on a pay monthly plan too with Three.
i tried some pretty easy one word artist searches like Beatles.
It found them but when I tried to open the search to the next level (e,g. list of albums or top songs etc) i hit the screen of death
Similar with Album I put in Revolver and drew a blank.
Exactly the same searches when set up with the wired router produced results I can open
if I put in the name of a song. Like Help. It opens and plays. It even shows the albums where it is located but then trying to open that gives the screen of death.
It partially works, it’s like I am talking to Amazon but it does not talk back unless it’s the lowest level search. if that makes sense
i submitted a diagnostic last night but have not had response. It is the weekend I guess.
Leopard,
Ah I see… I was only doing a quick search on the Artist and/or Album and displaying those results I did not go deeper … I will go back and check things again.
I don’t use the Sonos search facility that often and I only use the MiFi device when travelling, so let me set it up and try it again for you.
Give me half hour and I will report back.
Leopard .. I am able reproduce what I think is your issue with the Amazon Music Service, but it’s somewhat intermittent. Is this the screen you see (note, I have tried this on both iPhone and iPad), the attached are screenshots from both devices connected to the 3 mobile network…
It is however “intermittent” as I will explain in my next post.
If I search for an artist with a lot of albums and songs, like the Beatles for example, I get what might be a timeout and the above screen shows saying “unable to browse music”.
On the otherhand if I search for an artist with just a few albums and tracks… Lewis Capaldi is one such example… then the results do return and display as shown in the attached screenshot.
It also worked for me for Mike & the Mechanics, but several others failed.
So it’s very intermittent and seems like the mobile network is somehow holding up the data and it therefore times out.(perhaps?)
i did a System diagnostic too immediately after it both worked and failed … 1729405978
Just to add I also subscribe to the Deezer HiFi Service too and that service in the Sonos App appears to be working fine and brings back the results everytime. I will screenshot that fact too and post that here in a few moments.
Screenshots attached showing the Deezer search results are working here okay.. I searched for the Beatles as an extreme example and it works every-time, almost instantly. Music plays fine from both services to my Move speaker, albeit I have only done a short test in this area.
I also ran a Speedtest check on the 3-network internet connection in my case. I am getting a meagre 12Mbps upload/download, so its not the greatest connection, comparatively speaking to my home network, but i would have thought it perhaps a reasonable link to get back the Amazon search results and to stream audio.
Anyhow, I hope the additional information here assists. Let me know if I can be of any further help.
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