SiriusXM - Unable to Browse Music

  • 8 December 2018
  • 16 replies
  • 1775 views

For several days I have been unable to access SiriusXM on my iOS app or MacOS app. I receive the message "unable to browse music". My Sirius subscription is up to date and I am able to access streaming on their Internet site. I tried deleting and reinstalling the service on Sonos to no avail.

16 replies

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@cdial01 Thanks for the updated information. After digging a bit more through your diagnostic report, I see some login authentication errors. Please try removing SiriusXM from your Sonos system, then head to the SiriusXM website, log out of your account, then log back in. Once you’re logged back in, add the service back to your Sonos system. This should clear up any authentication issues that may have occurred between the service and your system.

 

If that doesn’t do the trick, it might be best to continue troubleshooting this live with our phone team. Please give us a call, you can find our number here.

 

@thecaretaker Please try the same steps as I’ve described above and see if that helps. If not, submit a diagnostic report and reply with the confirmation number.

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@thecaretaker Hi there, SiriusXM should run fine on Sonos. There’s likely some factor causing connection issues. It’s hard to say exactly what it is in your case without more information, but there is no Sonos-wide SiriusXM issue at this time. If you reproduce the issue, then submit a diagnostic report and reply here with the confirmation number, I can take a deeper look at your system.

Hi Jeff S - thanks for the email.  I’ll follow your suggestions, but just to let you know, every other service I have on Sonos work perfectly.  The system doesn’t drop connection, it never cuts out.  Sirius XM simply doesn’t work.

I”ve been having this same issue for several weeks.  I removed the Sirius XM service from my controller and re-added it.  I rebooted my router and all sonos equipment.  No luck.  This issues happens quite frequently, but usually resolves itself after a couple of days. Not this time. 

 

Sent diagnostic: 1878522493

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@cdial01 Hi there, thanks for reaching out. I took a look at your diagnostic report and I don’t see a whole lot that is specifically related to SiriusXM. I do see a bit of wireless signal interference, which is making it hard for your Sonos units to stay in communication and in sync. While not directly related to SiriusXM, this sort of issue could cause playback errors.

 

Try changing the wireless channel that your Sonos system is using. This can help reduce interference from nearby networks, and may help SiriusXM stay connected and playing. Also, take a look around your Master Bedroom unit. Are there any third party wireless devices, such as a cordless phone base nearby? That unit is showing elevated levels of wireless noise, and it’s having the hardest time communicating with your other speakers. Try moving away any wireless devices you may find near the Master Bedroom speaker. Usually keeping a handful of feet in between should do.

 

If those steps don’t work, there may be some settings on your router we could look at. This is best done by our phone team who can help you troubleshoot the issue live. You can find our phone number and hours here.

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@cdial01 @Jeff S Ditto - 

Has been happening to us constantly over the last few weeks.  Have removed and re-added.  Rebooted the router. Heck we even bought a brand new router.  SiriusXM keeps being “unable to browse” I am guessing at this point that Sirius and Sonos arent working well together but neither companies are making the effort to really fix it and instead keep blaming us users.  I regret buying my sonos. 

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@thecaretaker Hi there, SiriusXM should run fine on Sonos. There’s likely some factor causing connection issues. It’s hard to say exactly what it is in your case without more information, but there is no Sonos-wide SiriusXM issue at this time. If you reproduce the issue, then submit a diagnostic report and reply here with the confirmation number, I can take a deeper look at your system.

Not having the issue at the moment - but it occurs pretty often.  At least 2 or 3 times a week at various times.  The other options on Sonos will work fine, like Spotify and my internet will be working as well. It seems to be just the Sirius within the Sonos at various times.

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Same issue is back for me 

two days in a row 

have rebooted internet.  Logged in and out of sonos controller. Removed and readded Sirius.  

Had the same outage one year ago today. 

Sent in diagnostic. 1907093143

Userlevel 7
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For several days I have been unable to access SiriusXM on my iOS app or MacOS app. I receive the message "unable to browse music". My Sirius subscription is up to date and I am able to access streaming on their Internet site. I tried deleting and reinstalling the service on Sonos to no avail.

Hi John_311,

There was an issue with SiriusXM on Sonos recently which has now been resolved. Please try connecting again. If it still doesn't work, try closing and restarting the Sonos app, or rebooting your controller.
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I am having the same issue.
Sirius app works fine. My Sonos wakes me up and is playing Sirius but if I try to change channels I get "unable to play selected item" and if I try and search I get "unable to browse music. I removed sirius app and reinstalled.
Userlevel 7
Badge +20
I am having the same issue.
Sirius app works fine. My Sonos wakes me up and is playing Sirius but if I try to change channels I get "unable to play selected item" and if I try and search I get "unable to browse music. I removed sirius app and reinstalled.


Hi there,

We're currently tracking an outage that causes browsing errors for SiriusXM. You can check on the status of the outage here.
I'm seeing this issue since yesterday. Xm app works fine, other services work through Sonos...is there a system issue that isn't showing on the outage page?
Userlevel 7
Badge +20
I'm seeing this issue since yesterday. Xm app works fine, other services work through Sonos...is there a system issue that isn't showing on the outage page?

Hi there,

Are you still having this issue? If so, please submit a diagnostic report and reply with the confirmation number, I'll take a look.
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Hi Jeff S - thanks for the email.  I’ll follow your suggestions, but just to let you know, every other service I have on Sonos work perfectly.  The system doesn’t drop connection, it never cuts out.  Sirius XM simply doesn’t work.

Hi Jeff S - thanks for the email.  I’ll follow your suggestions, but just to let you know, every other service I have on Sonos work perfectly.  The system doesn’t drop connection, it never cuts out.  Sirius XM simply doesn’t work.

DITTO - same thing for me!

Diagnostic number 1498258961, unable to browse siriusxm
Userlevel 7
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Diagnostic number 1498258961, unable to browse siriusxm

Hi Savo,

Thanks for the report. Overall the communication between your Sonos units looks okay. Do you have the same browsing issue when using smaller groups than 7?

The issue is likely upstream of your Sonos system. I see a couple errors in your report which might explain the issue. The first is a login error. This could be due to old or out of date credentials. Try removing SiriusXM from your Sonos system, then see if you can add it back. This should clear up any authentication issues.

This could also be caused by intermittent communication between your home network and SiriusXM's servers. Try rebooting your router and each Sonos unit. This will update the network information your devices and network are using and may help you connect to, and browse SiriusXM.

If these steps don't work, please reach out to our phone team who can take over troubleshooting from here. You can find our number and hours here.

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