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titusthomas
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May 30, 2020

Amazon Prime not playing on SoundTouch 10

Hello...

Amazon Prime Music tracks are not playing on my SoundTouch 10, yet were a few weeks ago.

  • I have an Amazon Prime subscription containing the 'free' tracks.  It isn't the Unlimited subscription.
  • In my account I have a number of albums which I have purchased; these appear in My Music.
  • My SoundTouch 10s *can play any of the My Music tracks.
  • My SoundTouch 10s can *not play any of the others tracks – whether via Stations, Playlists, etc.
  • All four SoundTouch 10s were just updated to 25.0.0.
  • The SoundTouch apps on Mac and iPhones are all updated to 25.0.4.
  • I have removed and reinstalled the Amazon Music service via the SoundTouch apps (both iPhone and Mac) and this doesn't make a difference.
  • All of the other tracks *do play via my Amazon Music app on iPhone and via browser.
  • It's is *only on the SoundTouch 10s that these Amazon Prime tracks don't play.
  • When these tracks are selected on the SoundTouch app, the album art appears as if the track is about to play; but then it stays at 0:00, doesn't play; and after a while moves on to the next track where the same non-play occurs.
1 ACCEPTED SOLUTION

Accepted Solutions
titusthomas
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Re: Amazon Prime not playing on SoundTouch 10

Author Accepted Answer selected by titusthomas

Hello,

 

The issue is now resolved, but not by restarting the router.

 

I have deduced there was an erroneous primary DNS entry in one of my routers.  No other device in the house was impacted because they must have been going to the secondary address and continuing to work.  The Bose SoundTouch 10s seem unique in only working consistently with one DNS – or otherwise very inconsistently if it's not there.  I guess the way the SoundTouch application works, the host device is getting all the track details, album artwork, etc. using its capability to resolve that secondary address; but the streamed music wasn't working due to the speaker itself not being able to resolve DNS and get the tracks.

 

What remains odd is that some streamed music was working for a time, but not all.  And then, without any changes to the DNS settings, this gradually became worse and no streamed music worked. 

 

Anyway, guidance for others if streaming issue crop-up: check your primary DNS for errors as the Bose speakers don't handle such errors well.

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7 REPLIES 7
Jeff_G
Moderator

Re: Amazon Prime not playing on SoundTouch 10

Hello titusthomas, 

 

Thanks for reaching out. 

 

That's a very unusual issue. 

 

Have you tried factory resetting the SoundTouch 10s since this issue began? You can do this by holding Preset 1 and Vol- together for around ten seconds or until the speakers LEDs start blinking. 

 

I would also recommend unplugging your router from power for 5 minutes minimum then re-connect to see if the problem continues.

 

Finally, I would try forcing the speaker to re-install it's firmware. You can do this by pressing and holding Preset 4 an Vol- for around 10 seconds. 

 

 

Please let me know how you get on! 😊

 

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titusthomas
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Re: Amazon Prime not playing on SoundTouch 10

Hello Jeff,

 

Thanks for the reply.  Unfortunately none of the steps have worked.  So far I have:

 

  • Removed all of the speakers from the account
  • Removed the Amazon Music service
  • Re-added just one speaker - after *both returning to factory settings and separately reinstalling the firmware
  • Connected the speaker to a different SSID (the main router, as opposed to a supplementary access point)
  • Re-added Amazon Music service – I am still able to play My Music, but not any of the other available Amazon Music tracks.

 

I have additionally noticed that I am unable to play *some TuneIn radio stations.  I get an error 3103.  Others are fine.

 

I would also say that the internet performance from the SoundTouch's is very poor.  I have an 80Mps down / 20Mps up connection and achieve these speeds in speed tests.  But the speakers/app seem very slow in connecting to internet services – sluggish in getting artwork and sluggish to play those My Music tracks / TuneIn radio stations which do work.  Tracks are not loaded ahead so albums with adjoining tracks have a gap whilst the next track is loaded (up to 5 seconds) – not good for listening to Pink Floyd!  It's almost like there's some kind of device retry / timeout taking place, and some music gets through,  and loads but other music doesn't.

 

I can supply a video showing the sequence of internet service successes / failures if helpful.

 

In summary...  I remain able to play music from my local network iTunes service as well.  So I have iTunes working, some TuneIn radio stations working, and Amazon My Music working.  Despite all the steps you suggest, and all the extra steps I've tried, I can't get some TuneIn radio stations and any unowned but entitled Amazon Prime Music tracks.

 

These devices worked wonderfully when I got them – just plugged in and worked – a real delight!  Simple for all the family.  They're getting a bit tiresome so all help appreciated in stopping the family going off them.  many thanks.

titusthomas
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May 30, 2020

Re: Amazon Prime not playing on SoundTouch 10

Hello...

 

I have been checking whether there are too many devices connected.  Presently I have only one device authorised on my Amazon Prime Music account (my phone) and it's not playing or even open.  I have no Amazon Prime Music browser sessions open.  (Previously when this was working I think it had played on Bose as well as phone.)

 

I have also noticed that my Amazon Prime Music account is set up with a UK country – correct as I'm in the UK!  But when I set up the service via Bose it takes me to a 'na' (presume North America) Amazon logon screen.  Is that problematic? 

 

Thx

 

Jessie_O
Moderator

Re: Amazon Prime not playing on SoundTouch 10

Hi @titusthomas

 

Thank you for your post and welcome to the Community!

 

I'm sorry o hear of this issue, I think you could be right with the login page. It sounds as the region is incorrect on your SoundTouch application. 

 

I would recommend trying to create a new SoundTouch account and seeing if you still experience the same issue when adding your Amazon Music account. 

 

Let me know how you get on!

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titusthomas
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Re: Amazon Prime not playing on SoundTouch 10

Hello,

 

I have tried this and no luck.

 

I created the new Bose account, definitely in the UK.  When setting up Amazon Music it still sent me to an Amazon ‘na’ account authentication page.

 

Under this new account I can see all the Amazon Music tracks / stations available to play; My (purchased) Music and eligible Prime tracks.  But now *none of them play.

 

Remember, as above, some of the radio stations had also stopped working.

 

Please help fix this!

Jessie_O
Moderator

Re: Amazon Prime not playing on SoundTouch 10

Hi Titusthomas, 

 

Thank you so much for trying this for me. 

 

I would recommend going back to the original account. 

 

I would then reboot the router. To do this unplug the router from power for 30 seconds and then plug it back in. 

 

Have you tried a different device to access the SoundTouch application?

 

I look forward to hearing from you! 

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Come check out my profile here. New to the community? Check out the Getting Started board.
Help others find answers to your questions by clicking on 'Accept as Solution' at the bottom of a reply.
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titusthomas
Contributor
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Registered since

May 30, 2020

Re: Amazon Prime not playing on SoundTouch 10

Author Accepted Answer selected by titusthomas

Hello,

 

The issue is now resolved, but not by restarting the router.

 

I have deduced there was an erroneous primary DNS entry in one of my routers.  No other device in the house was impacted because they must have been going to the secondary address and continuing to work.  The Bose SoundTouch 10s seem unique in only working consistently with one DNS – or otherwise very inconsistently if it's not there.  I guess the way the SoundTouch application works, the host device is getting all the track details, album artwork, etc. using its capability to resolve that secondary address; but the streamed music wasn't working due to the speaker itself not being able to resolve DNS and get the tracks.

 

What remains odd is that some streamed music was working for a time, but not all.  And then, without any changes to the DNS settings, this gradually became worse and no streamed music worked. 

 

Anyway, guidance for others if streaming issue crop-up: check your primary DNS for errors as the Bose speakers don't handle such errors well.

View solution in original post