jchong

Q: Apple Music on iOS 9.2 "Media Format Not Supported"

I am getting "Cannot Open, This media format is not supported" error message when I try to listen on my WIFI network.  It works fine on cell phone 4G. It seems that I am not the only one experiencing this. Does anyone know how to fix this?

Posted on Jan 15, 2016 8:20 PM

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Q: Apple Music on iOS 9.2 "Media Format Not Supported"

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  • by jason269,

    jason269 jason269 Jan 17, 2016 7:18 AM in response to jchong
    Community Specialists
    Jan 17, 2016 7:18 AM in response to jchong

    Hi, jchong.  

     

    Thank you for visiting Apple Support Communities.  

     

    I understand you are receiving an error when attempting to play media on Apple Music.  Let's start with going through the steps related to iOS in the article below.  

     

    Advanced steps for fixing issues with iTunes Store connection

     

    Since Apple Music works while connected to the cellular data network, the next step would be troubleshooting your Wi-Fi network.  You may also want to make sure that your Wi-Fi network settings have been optimized per the recommended settings below.  

     

    TCP and UDP ports used by Apple software products

     

    Recommended settings for Wi-Fi routers and access points

     

    Cheers

  • by Ummto2,

    Ummto2 Ummto2 Jan 23, 2016 10:37 AM in response to jason269
    Level 1 (0 points)
    Jan 23, 2016 10:37 AM in response to jason269

    The same thing started happening to mine right after updating iOS to 9.2.1 and there's not I g wrong with my wifi. It was working fine just before updating iOS. There must be a bug....

  • by jchong,Solvedanswer

    jchong jchong Jan 24, 2016 4:33 PM in response to Ummto2
    Level 1 (1 points)
    Jan 24, 2016 4:33 PM in response to Ummto2

    After calling Apple support, seems that the following procedure may solve the problem.

     

    1. Power off home WIFI and routers.

    2. Exit/quit Music app on iPhone.

    3. Reset iOS network settings--

    https://support.apple.com/en-ap/HT204051

    4. Power on home WIFI and routers.

     

    It seems to help getting rid of the above error message. However, I still find Apple Music to be rather buggy in other areas. For example, adding music to a playlist sometimes does not work. I had to delete the playlist and start over.

  • by sirpogo,

    sirpogo sirpogo Feb 25, 2016 4:23 PM in response to jchong
    Level 1 (0 points)
    Feb 25, 2016 4:23 PM in response to jchong

    Forget that. I'm getting this error in a work environment, and only when connected to the wifi. This looks like an issue where the error being called out is not matching what is occurring. I'm hoping they get this fixed in the next version of the OS, because it is frustrating.

  • by Tinfontastic,

    Tinfontastic Tinfontastic Mar 7, 2016 8:48 AM in response to jchong
    Level 1 (0 points)
    Mar 7, 2016 8:48 AM in response to jchong

    I get the same error, bur its not on wifi, but on cellular. This only started recently. Not all song, only a few. if some are playing, then it cant  be your network settings.

  • by mdebeza,

    mdebeza mdebeza Mar 7, 2016 10:57 AM in response to jchong
    Level 1 (0 points)
    Mar 7, 2016 10:57 AM in response to jchong

    Hi, This issue started on my iphone 7/v9.2.1 last Saturday, at celluar and wifi networks

    With this workaround is working now

     

    1. Power off home WIFI and routers.

    2. Exit/quit Music app on iPhone.

    3. Reset iOS network settings--

    https://support.apple.com/en-ap/HT204051

    4. Power on home WIFI and routers.

  • by luciano_d,

    luciano_d luciano_d Mar 8, 2016 2:54 AM in response to jchong
    Level 1 (10 points)
    Mar 8, 2016 2:54 AM in response to jchong

    To people suggesting we have to reboot network equipment and reset network settings: this is not related at all. This happens on any wifi network and LTE. This is a server-side issue that Apple has to fix urgently.

  • by DaveFerreira,

    DaveFerreira DaveFerreira Mar 8, 2016 4:36 AM in response to luciano_d
    Level 1 (0 points)
    Mar 8, 2016 4:36 AM in response to luciano_d

    Agreed.  This happens to me on 3 different devices (2 PCs and my iPhone 6) while connected at work or home.  If its a client side issue there's a bug in iTunes for windows and the music app.

  • by GodReignz,

    GodReignz GodReignz Mar 8, 2016 4:50 AM in response to jchong
    Level 1 (0 points)
    Mar 8, 2016 4:50 AM in response to jchong

    Has there been no official statement from Apple regarding this? It's really frustrating, I am able to listen to less and less music for a service I pay for.

  • by Viril666,

    Viril666 Viril666 Mar 8, 2016 7:40 AM in response to jchong
    Level 1 (4 points)
    Mar 8, 2016 7:40 AM in response to jchong

    The same here on my iPhone 6s Plus iOS 9.2.1 and my iPad Air 2 iOS 9.2.1. After tapping on the track for several times it is played finally.

     

    Besides the "Cannot Open.." message Apple Music is skipping titles. So when I listen to an album with e.g. 12 tracks only 4 are played. The others are skipped without any error message. When tapping on the tracks which were not played for several times they are played.

     

    It makes no difference whether I use wireless LAN of mobile data.

     

    A quick fix would be highly appreciated.

     

    Thanks.

  • by Jotabello,

    Jotabello Jotabello Mar 8, 2016 4:54 PM in response to jchong
    Level 1 (0 points)
    Mar 8, 2016 4:54 PM in response to jchong

    I'm so sad this is happening to me. I used to love apple music, and 10 "cannot open" after that, I really started to hate it. I tried everything and now I'm gonna start paying for spotify instead.

  • by GodReignz,

    GodReignz GodReignz Mar 8, 2016 10:44 PM in response to Jotabello
    Level 1 (0 points)
    Mar 8, 2016 10:44 PM in response to Jotabello

    I'm also considering using another music service, I've never had issues with Apple music but it seems to creep up with more and more bugs. What exactly am I paying for? The fact that Apple has not even responded shows they either don't know of the issue, or they do know and have no idea how to fix it.

     

    OP should change the status of this post because that "solution" is not a permanent fix, it worked only for like 30 minutes for me and then reverted back to the **** error message.

     

    Man, I wish someone from Apple would just give us an update

  • by Viril666,

    Viril666 Viril666 Mar 9, 2016 12:04 AM in response to GodReignz
    Level 1 (4 points)
    Mar 9, 2016 12:04 AM in response to GodReignz

    I tried the fix from above but it did not work.

     

    I then had a chat with a support guy from Apple. He did not have a solution but he wanted to talk to technicians to check issues with the servers.

     

    Then I found out that titles are also skipped when I use iTunes on my Windows PC.

  • by DaveFerreira,

    DaveFerreira DaveFerreira Mar 9, 2016 12:38 AM in response to Viril666
    Level 1 (0 points)
    Mar 9, 2016 12:38 AM in response to Viril666

    Is he going to get back to you about it and let you know whats going on?

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