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Contributor I
October 12, 2014

Cannot Play Some Tracks, Error "Not Encoded Correctly"

I have recently started having an issue where some tracks will not play with the error "track not encoded correctly".  I have moved my Sonos Bridge away from my wireless router to see if this helps, and although response times are a lot quicker I am still unable to play some music.  I have generated a diagnostic report - 4066834.

The issue only seems to have started when I installed a new router, so it is very possible that this is causing interference due to the signal being better.  My bridge is hard-wired to the router so I have probably moved it as far as I am able.

Many thanks in advance for any help you can provide.
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44 replies

Dominique Z
Retired Sonos Staff
February 4, 2015
I am listening to Deezer Elite via my Sonos Connect which sends music to my DAC/amp for my headphone setup.  
Hello HemiSam and bobmein,

I'm happy to check out your systems. Next time you experience an issue, please submit a diagnostic and I'll be happy to take a look. Please reply back with your number here. 

Please also test other services such as internet radio to see if you experience the same drops on the system. 
Trending Lyricist I
February 4, 2015
I am listening to Deezer Elite via my Sonos Connect which sends music to my DAC/amp for my headphone setup.  
Thanks you, Dominique.  I have submitted a few of the diagnostics.  Zero issue with Beats Music when checked at the time of these errors.  Sadly, I have been having increasing problems.  They are intermittent.  I surf while I listen and the internet connection does not appear to be the problem.

I have been asked to call Customer Service when I'm near my Sonos system.  I will have to wait until the weekend.
Dominique Z
Retired Sonos Staff
February 4, 2015
I am listening to Deezer Elite via my Sonos Connect which sends music to my DAC/amp for my headphone setup.  This problem began presenting itself this evening....several songs in a row.  No change in my WiFi setup (using Uverse and transmitting WiFi via an Apple Time Capsule.  Sonos located within 10 paces of the Time Capsule.  Has been working great for months and now this problem.  What a disappointment.
Sounds Good and thanks for the added info. 

We look forward to hearing from you so we can get you squared away. 
Trending Lyricist I
February 13, 2015
I have been going back and forth with the Sonos tech department regarding the same problem for a few weeks.  Made the changes recommended....to no avail.  I had Deezer Elite working for a month without issue and then all of the sudden this problem crops up and my internet connection is fine.  I have been confident for a while it was a Deezer Elite issue.  Sonos finally wrote me today and indicated it is a Deezer Elite "system wide problem".  You're jumping through hoops unnecessarily, I'm sad to say.  

It has been an intermittent problem and sometimes it won't occur at all.  I have noticed recently that it only happens on FLAC files that are streaming from Deezer.  I bet 10 to 1 it doesn't happen on any files you play that Deezer only has in MP3 format.  

They're having server capacity issues.  Tidal is having similar problems.  We are overpaying for a hi-res music service that does not have sufficient capacity to supply its growing customer base.
Lyricist I
February 13, 2015
The same problem with me only occurs with Deezer Elite tracks. It's very unpredictable when it occurs. I have deliberately been varying my music sources between Spotify, Rhapsody, Pandora, and my own music library, and the "not encoded correctly" error has not yet occurred with any of these. Given the expense of the Deezer Elite subscription, I think the logical fix for me is to cancel that subscription.
Trending Lyricist I
February 13, 2015
The same problem with me only occurs with Deezer Elite tracks. It's very unpredictable when it occurs. I have deliberately been varying my music sources between Spotify, Rhapsody, Pandora, and my own music library, and the "not encoded correctly" error has not yet occurred with any of these. Given the expense of the Deezer Elite subscription, I think the logical fix for me is to cancel that subscription.
Hard to argue with cancelling a premium service that does not work nearly as well as less expensive services.
Dominique Z
Retired Sonos Staff
February 13, 2015
Hello Everyone,

Deezer on Sonos was experiencing playback issues, as well as error messages stating that tracks were 'not encoded properly'. Playback has now been restored and Deezer on Sonos is up and running again.

Please let us know if you run into further issue and we'll be happy to take a look at your system. If you'd like, you can also talk to a live technician via phone and we can investigate. 
Trending Lyricist I
February 17, 2015
I had the problem again tonight just a few minutes ago listening to Kenny Burrell on Deezer Elite via my Sonos.  Submitted the following diagnostics report although I'm not sure why I'm bothereing (4366985) when it is clearly an elite with Deezer's capacity.  Please work with Deezer to fix this.  Deezer is the reason I purchased my Sonos equipment (multiple pieces...I wanted a hi-res service).
Lyricist I
September 11, 2015
hi,

I've been getting the same error when I'm listening to podcasts as mp3s, it keeps stopping them half way through and moving through the queue. I've submitted a diagnostic as 4891029

Also, is it possible to get the sonos to remember where it has gotten to with certain mp3s?
Chris
Lead Maestro
September 11, 2015
Diagnostic sound like best idea ...sounds like interference. Are you using Sonosnet of wifi only method (Sonosnet always preferred to avoid dropouts on wifi).
Respect the Queue (2)Move (3)Beam (1) Era100 (2)ARC (1)SonosOne (1)Playbar (4)Play5 (4)Play1 (3)Play3 (1)Port (2)Connect (1) Roam (2) Ace (1)Connect:Amp (4)Sonos Amp (1)Sub + (9) Echo + Smartthings; (2)Play)