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Unable to play “Sonos Radio” Access denied

  • 20 November 2020
  • 35 replies
  • 9803 views
F

Can’t play any radio station at all all of a sudden, 

I get :“Unable to play “Sonos radio” access denied  or “unable to play the radio station” messages despite being logged in and able to play other music via Apple or Tidal without issue, internet connection good etc.

Have logged out and back in and tired from multiple devices, same.

 

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Best answer by gebrouwe 21 November 2020, 09:11

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35 replies

B

I stumbled into what appears to be a solution. Meaning it’s working now but a mystery as to why it’s been down for so long to and why this worked...
 

I went to Settings > Services & Voice > Sonos Radio. Then I saw “Reauthorize account”. Never seen that before. I tried it. It failed. So of course I tried it again. Hmmm. It still came back with “Reauthorize account” but no failure.  Now Sonos Radio works.  This seems fairly mysterious.

 

Does this have something to do with the recent addition of the new paid HD Radio service?

 

Two days in a row I tried to listen to Sonos Radio and got this error.  Was able to reauthorize account and voila it works.  A sad trend to be sure.  Why bother you might ask.  I would agree with you.  

Three days and counting.  So it seems to use Sonos’ own music service you have to authenticate every day.   A feature not a bug right?

PedroRojo
Badge

I found the same solution as @dspdon.

Settings > Services & Voice > Sonos Radio > “Reauthorize account”

D

I stumbled into what appears to be a solution. Meaning it’s working now but a mystery as to why it’s been down for so long to and why this worked...
 

I went to Settings > Services & Voice > Sonos Radio. Then I saw “Reauthorize account”. Never seen that before. I tried it. It failed. So of course I tried it again. Hmmm. It still came back with “Reauthorize account” but no failure.  Now Sonos Radio works.  This seems fairly mysterious.

 

Does this have something to do with the recent addition of the new paid HD Radio service?

 

J

@mgibson323 

This worked for me as well - I have the Sonos amp and unplugging it and plugging it back in totally solved the problem of not being able to play Sonos Radio. 

M
Badge

My issue was resolved by contacting support. Let that be a lesson to you: try unplugging and plugging back in the speaker! Thanks @Mark P 

B

I stumbled into what appears to be a solution. Meaning it’s working now but a mystery as to why it’s been down for so long to and why this worked...
 

I went to Settings > Services & Voice > Sonos Radio. Then I saw “Reauthorize account”. Never seen that before. I tried it. It failed. So of course I tried it again. Hmmm. It still came back with “Reauthorize account” but no failure.  Now Sonos Radio works.  This seems fairly mysterious.

 

Does this have something to do with the recent addition of the new paid HD Radio service?

 

Two days in a row I tried to listen to Sonos Radio and got this error.  Was able to reauthorize account and voila it works.  A sad trend to be sure.  Why bother you might ask.  I would agree with you.  

P

I stumbled into what appears to be a solution. Meaning it’s working now but a mystery as to why it’s been down for so long to and why this worked...
 

I went to Settings > Services & Voice > Sonos Radio. Then I saw “Reauthorize account”. Never seen that before. I tried it. It failed. So of course I tried it again. Hmmm. It still came back with “Reauthorize account” but no failure.  Now Sonos Radio works.  This seems fairly mysterious.

 

Does this have something to do with the recent addition of the new paid HD Radio service?

 

THIS WORKED FOR ME ALSO … cheers 👍👍👍

gebrouwe
Badge

This morning Sonos radio was working again, without any change from my side. I guess there was a malfunction of the Sonos infrastructure and Sonos technicians managed to repair it.

 

F

Thanks all for adding some weight to this issue, appreciate your responses!

I too have Sonos/internet Radio back, seems to be some glitch in the permissions somewhere to me, but pleased it seems to have “fixed itself”.  

I’m estimating that my radio access was denied for up to 36 hours maybe a fare bit less, I wasn’t in trouble shoot mode, just slightly frustrated, but happily got on with a great weekend surrounded by fine SONOS sound just not radio.

Mystery continues, I will report if the same occurs again, maybe a pattern may appear.

 

 

 

M

I stumbled into what appears to be a solution. Meaning it’s working now but a mystery as to why it’s been down for so long to and why this worked...
 

I went to Settings > Services & Voice > Sonos Radio. Then I saw “Reauthorize account”. Never seen that before. I tried it. It failed. So of course I tried it again. Hmmm. It still came back with “Reauthorize account” but no failure.  Now Sonos Radio works.  This seems fairly mysterious.

 

Does this have something to do with the recent addition of the new paid HD Radio service?

 

Two days in a row I tried to listen to Sonos Radio and got this error.  Was able to reauthorize account and voila it works.  A sad trend to be sure.  Why bother you might ask.  I would agree with you.  

Thanks so much for your advice, @Bailes . I didn’t get a ‘fail’  as @dspdon did - my reauthorise worked. And now I have Sonos Radio again! 

Mark P
Userlevel 5
Badge +14

Hi @mgibson323.

Welcome, thank you for reaching back to Sonos Community, We appreciate your time and effort in posting your concern here in our community.

The recommended router settings above are for the typical household router.

Other mesh wifi router doesn't have an option get the recommended setup, that's why it would be best if you can call our customer phone support on this so you can be assisted with more thorough and in depth troubleshooting steps as well as a remote diagnostics that can be remotely gathered from your Sonos devices with your permission. 

If you need help with any other information, please be sure to let us know.

Help others find useful content by clicking the like button and selecting the best answer to your question
F

I stumbled into what appears to be a solution. Meaning it’s working now but a mystery as to why it’s been down for so long to and why this worked...
 

I went to Settings > Services & Voice > Sonos Radio. Then I saw “Reauthorize account”. Never seen that before. I tried it. It failed. So of course I tried it again. Hmmm. It still came back with “Reauthorize account” but no failure.  Now Sonos Radio works.  This seems fairly mysterious.

 

Does this have something to do with the recent addition of the new paid HD Radio service?

 

This indeed fixed the problem with no delay! Why do I think that Sonos support should know this? Or the problem should have been fixed for a long time already? 

Mark P
Userlevel 5
Badge +14

Hi @FiFi5.

Welcome, thank you for reaching out to Sonos Community.

Here are some requirements for Sonos Radio HD:

  • Latest Sonos app R6 versoin.

  • Registered Sonos household.

  • Broadband internet and wifi fast enough to handle the high demand of FLAC audio streams.

  • Valid Sonos Radio HD subscription.

  • Customers outside of the US and UK will not se the Sonos Radio HD.

Let us know if it works. If you need help with any other information, please be sure to let us know.

 

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Mark P
Userlevel 5
Badge +14

Hi @Airgetlam.

Welcome, thank you for reaching out to Sonos Community.

Yes, that is the 12.2.1 version.

If you need help with any other information, please be sure to let us know.

 

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M
Badge

Hi Mark P,


So in your opinion, the issue affecting the ability to play *only* Sonos radio stations is somehow related to the networking settings of my router? These same settings do not affect my ability to play any other music or radio service? Please let me know.

 

Thanks.

Mark P
Userlevel 5
Badge +14

Hi @mgibson323.

Welcome, thank you for reaching out to Sonos Community, We appreciate your time and effort in posting your concern here in our community.

Will you able to send a screenshot of your Sonos radio that has a greencheck mark?

Also diagnostic report from your Sonos system and reply back with your confirmation number?

If you need help with any other information, please be sure to let us know.

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M
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The Sonos radio status can be seen by anyone here: https://status.sonos.com/

Diagnostic confirmation number is 1937439077.

Mark P
Userlevel 5
Badge +14

Hi @mgibson323.

Welcome, thank you for reaching back to Sonos Community

I’ve review your diagnostic report and their are some settings you need to change in your router for Sonos to work smoothly.

Here are router settings that need to be verified. You can contact your ISP or the manufacturer of the router for assistance.

a. Auto channel must be set to Off

b. Choose best non-overlapping channel (1,6,11)

c. Set channel bandwidth to 20MHz

d. Both 2.4GHz and 5GHz should be enabled

e. 802.11 band should be set to b/g/n

f. Airtime Fairness should be disabled

Let us know if it works. If you need help with any other information, please be sure to let us know.

 

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M
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Hi,

I‘ve never changed any of those router (Orbi RBR50) settings - the radio stations used to work, and the other day just suddenly started saying “access denied”. It’s unreasonable to ask people to make so many modifications to an external piece of hardware when everything else is working exactly as expected. For what it’s worth:

  1. Not shutting this off, due to other devices in use
  2. n/a
  3. Already set
  4. both are enabled
  5. already on b/g/n
  6. Cannot disable this

 

Mark P
Userlevel 5
Badge +14

Hi @lansee.

Welcome, thank you for reaching out to Sonos Community, We appreciate your time and effort in posting your concern here in our community.

If you're still having issues with Sonos Radio HD. 

I would like to recommend calling our customer phone support on this so you can be assisted with more thorough and in-depth troubleshooting steps as well as remote diagnostics that can be remotely gathered from your Sonos devices with your permission

If you need help with any other information, please be sure to let us know.

 

Help others find useful content by clicking the like button and selecting the best answer to your question
Airgetlam

What is the R6 version? Is that 12.2.1, or is it something else?

Bruce
M

I don’t pay for Sonos Radio HD but I keep getting this error when trying to play any free Radio station. Happens daily and pretty much all day long. Started about a week ago and I still can’t get it to work. Super frustrating. Same issue on iPad and iPhone. My Sonos app is always up to date and I’ve tried logging out/logging back in multiple times. @Mark P are you still following this thread?

Mark P
Userlevel 5
Badge +14

Hi @FiFi5.

Welcome, thank you for reaching back to Sonos Community.

You may wanna try also our free trial for the Sonos Radio HD.

Manage your Sonos Radio HD subscription

Let us know if it works. If you need help with any other information, please be sure to let us know.

 

Help others find useful content by clicking the like button and selecting the best answer to your question
I

I am today receiving the ‘unable to play Sonos Radio’ - access is denied message and can’t access this music service for which I pay a monthly subscription to Sonos HD radio. Seems from earlier comments that this issue is recurring over a prolonged period now. Can this be resolved please?

F

Thanks Mark,

I may be missing something but I do not see anywhere a “subscriptions” link when I log in, puzzled by the instructions in your link.

regards

 

 

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