Song Not Encoded Correctly

  • 26 March 2016
  • 87 replies
  • 33403 views

Good evening. I've had my Sonos Play:1 for a few weeks now and just started having issues with songs skipping completely. The error log reads 'song not encoded correctly.' I'm not entirely sure what this means, considering all of the other songs on the album play without issue. Is it a connection issue? Like I said, I've only had it for a few weeks, but this is the first time I've had a problem. Thank you!

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87 replies

support diagnostics number 2055398132

 

keep having the saime issue as everyone on this thread. Tried upgrading to SONOS 2 but same song skipping pattern and “song not encoded correctly” message. I am playing music from spotify. can you please help??

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Hello @jkerouac59,

These M4A files show as corrupt in the error logs of your system. You may want to reach out to Apple for assistance with this particular album.

When the issue is with specific files as it is here, the issue is going to be the source. Something about the location or the format of this album is different from the rest of your music and Apple will be more able to figure out what that is. It could be the bit-rate or you may need to convert it to a different format.       

Changing the channel has no impact.

Song is encoded properly.Happens with only one album.  Apple Lossless Format.  All other Apple Lossless play just fine.  Tracks play just fine out of iTunes using Airplay to all Sonos speakers.

 

Diagnostics sent.  Confirmation number 684952093

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Hello @vikdenic,

If you are still experiencing issues with playback please submit a  submit a diagnostic report so that we can look for a solution with you.   

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Hello @jkerouac59,

Welcome to the Sonos community and thank you for reaching out with your diagnostic report.

Have you been able to verify that the Apple Lossless tracks are not in the DRM/ copyright protected format M4P or other fromat that might not be compatible with Sonos.

You may also want to change your Sonosnet Channel from 1 to 6 for improved communication on your system.    

Happens with only one album.  Apple Lossless Format.  All other Apple Lossless play just fine.  Tracks play just fine out of iTunes using Airplay to all Sonos speakers.

 

Diagnostics sent.  Confirmation number 684952093

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I have tried all suggested troubleshooting and get the “the song is not encoded correctly” error every time from the Live Phish service.

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@Aaron B. Binkley

Are you getting the specific “not encoded correctly” error or just a general playback error?

Have you rebooted your router and all of your Sonos players since submitting the most recent diagnostic report?

If you have not, I would suggest unplugging your Netgear and your ISP provided modem/router from power for about 1 minute each.

Once your network is back online, please unplug each of your Sonos products from power for about 10 seconds each and then power them back on.

Once your system is back online, please test playback on the Play: 1 currently wired to your network alone. If possible test individual sources before testing the playlists. 

If you are still getting an error code, please try to get a screen capture of message itself and then follow up with a new diagnostic report. 

Include the results in your reply and hopefully we can find something definitive.    

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Hello @quadrrem,

If this issue is only occurring when you use YouTube Music and a full network reboot does not resolve this than it fits the description of a know issue that we are working to resolve. 

Please keep an eye out here for updates on this playback issue.  

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The errors are from all sources. Sometimes I remove the songs before adding them again, and sometimes I just re-add them to the end of the list. It doesn’t seem to matter either way. When there is an error, it just skips to the next song until it hits one that it can play.

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Hello @Aaron B. Binkley,

Are the tracks that are giving you errors consistently from the same source, e.g. yourMusic Library or Amazon Music?

Do you edit the playlists by removing the problematic tracks before adding them to the playlist again?  

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These are Sonos playlists, with songs from Amazon, Spotify, and my local library. It happens with all sources. The playlist works when I create it, and then songs stop working (usually within a couple of days). 

Though I cannot play the songs, I am able to view their Info such as Album Info, Artist Info, etc.

@Jean C. 

Thanks for your quick response.

The speed test I did earlier today resulted in 95 Mbit/s. And yes my primary Google Wifi node is wired directly to the router.

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Hello @Aaron B. Binkley,

Thank you for the follow up diagnostic report from your system. 

Can you confirm that this is happening on YouTube Music playlists or are you using Sonos favorites or playlists in another service and getting these errors?

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Hello @quadrrem,

Welcome to the Sonos Community and than you for reaching out to us here with your diagnostic report. 

I can appreciate that this seems to be only happening with one service but can you tell me if you have run a speed test on your Google WiFi network recently?

Is your primary Google node wired directly to your ISP provided router/modem or is there a switch in between the two or anything else acting as a pass-through?  

I’m seeing bandwidth flags and I would like be be able to rule out other potential causes before attributing this to a known issue.

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I have changed my wireless netword to 6, and I changed the SONOS network to 1 and also 11, but I still have the same problem.

New diagnostic # 1303969609

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Hi @Aaron B. Binkley 

Thank you for reaching out to us with your diagnostic report. I’ve taken a look at it and I have a couple of thoughts on how you can optimize your system performance.

First, it looks like your Netgear router is using WiFi channel 3 which overlaps with several other channels in use. 

Manually changing this channel to 6 should help improve connectivity, if you have a Netgear Orbi Mesh system, you may want to change the channels on all of your nodes to match. Building queues and playlists as well starting and maintaining playback withing a Sonos system relies entirely on connection between the individual players themselves as well as to the router directly. 

Second, its usually best to run Sonos systems as large as yours on what we call “Sonosnet”. If you wire one of your Sonos products directly to your main router, it will begin broadcasting it’s own mesh network that you can then manage directly through the Sonos app. You can change this channel to be separate from your home network to reduce interference.  

Please let us know if your playback behavior improves or stays the same. If you include a diagnostic number in your reply I will be happy to look it over.

I have the same issue, but only with YouTube Music. All other services run without issues (Google Play Music, TuneIn Radio, PocketCasts).
Confirmation # 1516656112

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I am getting the same error -- usually when I open a playlist. Most songs are skipped with the encoding error, but I am able to re-add the songs to the playlist and get them to work. Sucks not really being able to use playlists. I have to keep rebuilding them. Confirmation # 276450952

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Thank you for confirming that for me, @perosb . 

Please don’t hesitate to reach out if you have any other questions, concerns or just to bounce ideas around. 

I hope we have this sorted out soon!

Hello @perosb,

I hope you are doing well and thank you for getting your system into the ideal set up for testing. 

It does look like the skipping issue you have been experiencing matches the issue that we are now working on based on the data you have now sent us.. 

Please keep an eye and an ear out here for updates regarding this problem. 

I would like to double check that this playback skipping is only happening when you are using YouTube Music and that everything else behaves itself, correct? 

Sounds great @Jean C. !

Yes, I’ve been playing Google Play Music all night instead without a glitch. (without sonosnet/wired)

 

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Hello @perosb,

I hope you are doing well and thank you for getting your system into the ideal set up for testing. 

It does look like the skipping issue you have been experiencing matches the issue that we are now working on based on the data you have now sent us.. 

Please keep an eye and an ear out here for updates regarding this problem. 

I would like to double check that this playback skipping is only happening when you are using YouTube Music and that everything else behaves itself, correct? 

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?

Still happening @Jean C. .

1968691738 210745265 445259253

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Hi @TC1,

I’m glad its working again! 

I can’t take credit for the fix, sometimes a good round of turning it all off and turning it back on again does the trick. 

Please respond in this post if it goes sideways again and I’ll be happy continue looking into this!