Song Not Encoded Correctly

  • 26 March 2016
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87 replies

Ok, @TC1,

I am safe and well and thank you for your concern. I hope you are safe also.    

I’ve really been going over your reports with a fine tooth comb and I’m seeing some unusual error coding in your system. 

I’ll more than likely be pulling some colleagues in (remotely, don’t worry about us!) to work out what’s going on, so please be patient as I(we) look this over.

it’s unfortunate that you only have Connect:Amps in your system since they tend to be wired to other things and not very portable.

Ideally I would like to wire something to the main to see if it behaves differently and it’s odd that it’s just Amazon Music doing this. 

Does anyone else in your home have an Amazon account that can be tested to rule out account specific playback issues? 

Thanks, and my wife has the Amazon Music app.  Works fine on her phone, which runs off of same wifi.  Just turned on Sonos with Amazon and all working now, so if your team did something, awesome!  If not...well, we’ll see how it goes!  I replugged the Amazon Fire Stick into our tv, but I don’t see what would have changed as Amazon wasn’t working when it was unplugged or plugged in prior.  

 

 

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Hello @RyanP73

I’m going to ask you some of the same questions that I’ve asked others.

How far is your Beam from your Primary Google router and is your Beam close by anything that can cause structural or wireless interference?

If we can eliminate interference as a factor we can then attribute this to the known playback issue that we are currently working on resolving. 

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Ok, @TC1,

I am safe and well and thank you for your concern. I hope you are safe also.    

I’ve really been going over your reports with a fine tooth comb and I’m seeing some unusual error coding in your system. 

I’ll more than likely be pulling some colleagues in (remotely, don’t worry about us!) to work out what’s going on, so please be patient as I(we) look this over.

it’s unfortunate that you only have Connect:Amps in your system since they tend to be wired to other things and not very portable.

Ideally I would like to wire something to the main to see if it behaves differently and it’s odd that it’s just Amazon Music doing this. 

Does anyone else in your home have an Amazon account that can be tested to rule out account specific playback issues? 

I’m working on it @TC1, I just got here. :) 

You got it, and I apologize for pushing!  I hope you’re well and safe...

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I’m working on it @TC1, I just got here. :) 

Hello @TC1,

Thank you for reaching out to the Sonos Community with your diagnostic report.

Are either or your two Sonos Connect:Amps close enough to your primary Google WiFi node to hard-wire with an Ethernet cable?

It looks like your players are struggling to communicate to the network in general and I’d like to see if wiring directly changes anything about the playback behavior on your system. 

If you are unable to wire one of your Connect: Amps for testing purposes, can you provide general information about where these units are located and how far from the router they are situated? Approximate range as well as proximity to other pieces of electronic or audio equipment could help us resolve this issue. Please follow up with a diagnostic report confirmation number from your app if you are able to test Amazon Music with the player connected via Ethernet.       

Any thoughts?

Hi @RyanP73,

Welcome to the Sonos community and thak you for reaching out about this issue.

Can you submit a diagnostic report from your app so that we can evaluate your Sonos system for interference?

If you post the confirmation number I will be more than happy to look it over for you. 

Hi Jean. 
 

Here is my diagnostic number: 2119384964

 

thanks!

Ryan

Hello @TC1,

Thank you for reaching out to the Sonos Community with your diagnostic report.

Are either or your two Sonos Connect:Amps close enough to your primary Google WiFi node to hard-wire with an Ethernet cable?

It looks like your players are struggling to communicate to the network in general and I’d like to see if wiring directly changes anything about the playback behavior on your system. 

If you are unable to wire one of your Connect: Amps for testing purposes, can you provide general information about where these units are located and how far from the router they are situated? Approximate range as well as proximity to other pieces of electronic or audio equipment could help us resolve this issue. Please follow up with a diagnostic report confirmation number from your app if you are able to test Amazon Music with the player connected via Ethernet.       

Thanks for the reply, Jean, and they’re approximately 25’ direct sight to main router, though they are running through a Google Wifi system.  They are too far from the main Google router (as they’re hard-wired through wall to speakers).  I placed one of the Google ports closer and tried a variety of different things by connecting one of the amps through the ethernet port.  Accuradio played the entire time, but Amazon Music never worked.  I also have this close to a tv, and remembered that I have an Amazon Firestick there, so unplugged it, thinking maybe it was causing interference (and the Amazon connection).  Accuradio is currently playing, no problems.  Amazon, still nothing.

 

Variety of diagnostic codes ran through this series, most recent first:

633226318

1772228786

930990851

 

Thanks for the prompt reply!

TC

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Hello @TC1,

Thank you for reaching out to the Sonos Community with your diagnostic report.

Are either or your two Sonos Connect:Amps close enough to your primary Google WiFi node to hard-wire with an Ethernet cable?

It looks like your players are struggling to communicate to the network in general and I’d like to see if wiring directly changes anything about the playback behavior on your system. 

If you are unable to wire one of your Connect: Amps for testing purposes, can you provide general information about where these units are located and how far from the router they are situated? Approximate range as well as proximity to other pieces of electronic or audio equipment could help us resolve this issue. Please follow up with a diagnostic report confirmation number from your app if you are able to test Amazon Music with the player connected via Ethernet.       

Getting encoding issues through Amazon services on my Sonos.  Restarted entire system, including routers.  Deleted Amazon from Sonos, then put back on and reauthorized account.  Continue to get encoding issues.  If just listening on Amazon app or through laptop, all is well.  Any help is appreciated!

 

Diagnostic info: 311128030

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Thank you for your patience @perosb and for trying the different configurations with your wired set-up.

Is it possible to keep your Beam wired into your network? To resolve the playback issues it’s important that we don’t have one of the bonded surround Play:1s acting as the first-wired player. In these playback tests, were there any changes in the music service playback?

Hello @perosb,

 

In your most recent diagnostic, your Beam is grouped to your Play: 3. Can you un-group these and test playback on the home-theater system only?

 

Here with only bean/play1. Note though that I had to connect the cord again to the Play1. 1147317098 1208056871 705042186

@Jean C. 

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Hello @perosb,

I can understand your frustration but everything in the diagnostic reports at this time is pointing to a communication issue between Sonos and the internet.

In your most recent diagnostic, your Beam is grouped to your Play: 3. Can you un-group these and test playback on the home-theater system only?

Can you then group the Play: 3 and your Ikea Lamp to the Vardagsrummet Beam to see if the playback behavior changes.    

Hi @perosb,

Is your Beam wired into a network switch or directly into your Ubiquiti router?

 

It’s connected to a switch and then ubi router.

I understand you want to troubleshoot but I refuse to believe this would make a difference. I have 250mbit fiber, streaming multiple 4K videos works, playing games etc, but playing a single 256kbit audio file doesn’t. GPM plays 320kbps mp3a which works ;(

 

edit: I also tested grouping together some (3) google home mini as a group and no issues there (except the sound quality ;)

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Hi @perosb,

Is your Beam wired into a network switch or directly into your Ubiquiti router?

 

It looks like you have a network that is operating with several different routers or access points

Yes correct, but it was the same when there were only 2 Google Wifi.

 

Is it possible to wire the Beam directly to the network instead of the right-rear surround Play: 1?

Plugged in now.

 

Is the Sonosnet configuration working any better in this regard than running your system on WiFi?  

No, I’m afraid not. No major change with Sonosnet+beam with cable.

Diagnostics here 133450856 and here 25150434 @Jean C. 

 

edit: changed sonosnet to channel 11 and restarted Beam but same 454620320

edit: I cannot reproduce this with Google Play Music

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Hi @RyanP73,

Welcome to the Sonos community and thak you for reaching out about this issue.

Can you submit a diagnostic report from your app so that we can evaluate your Sonos system for interference?

If you post the confirmation number I will be more than happy to look it over for you. 

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Hello @perosb  

Thank you for reaching out with your diagnostic reports from your Sonos system. 

It looks like you have a network that is operating with several different routers or access points so the Sonosnet set up is going to be your best bet.

Is it possible to wire the Beam directly to the network instead of the right-rear surround Play: 1?

Is the Sonosnet configuration working any better in this regard than running your system on WiFi?  

I’ve been over on the other thread that you linked to regarding playback issues and this looks like an issue that we are already working to fix as we mentioned. 

This issue seems limited to one particular service and we are working to resolve it.  

Skipping here as well everyday…sonos/YT

Diagnostics at 1942137154

An other one this time with SonosNet 1930608066

I’ve been over on the other thread that you linked to regarding playback issues and this looks like an issue that we are already working to fix as we mentioned. 

This issue seems limited to one particular service and we are working to resolve it.  

Skipping here as well everyday…sonos/YT

Diagnostics at 1942137154

Hi there. Has there been any updates to this? I am still getting this Song not encoded properly on certain songs on YouTube music. 

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Glad that we could help out @rbrown. Please don’t hesitate to reach out with other questions about this or any other issues you might experience. We’re all happy to help out. 

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Brilliant thanks Jean, I’m pleased its an issue on YT/Sonos side rather than my setup tbh!

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Hi @rbrown thank you for that. 

I’ve been over on the other thread that you linked to regarding playback issues and this looks like an issue that we are already working to fix as we mentioned. 

Hopefully there will be an update on this soon. Keeping the Wi-Fi operational on each player will help these two devices work together better and can effect playback overall. 

This issue seems limited to one particular service and we are working to resolve it.  

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Apologies, performed again with wireless enabled (but the credentials wiped), not sure if I need to readd them for this test?

Diagnostic with last song being a failure: 1972383753