Random unable to play iTunes music

Hi @krez56.

Thanks for reaching out and welcome to the community!

I appreciate your detailed post outlining the issue as well as the troubleshooting steps that you did, let me help and try to figure this out.

Kindly please submit a diagnostic report through the Sonos app, and reply with the confirmation number.

I'd be glad to review your system further and it will also help in identifying what's causing the issue.

This article provides common fixes for audio interruptions while playing your music library on Sonos. 

Let us know how it goes and if you have any other questions or run into any issues, please do not hesitate to reach out.

That may have been an issue with my Mac. Yesterday, it crashed and I was unable to log into my user account. I have restored everything as new, and am hoping that ends the problems playing. However, my playlists do not import anymore. I was able to get my music imported, but no playlists. For now, I got around it by importing playlists (same music) from my laptop, saving them to Sonos playlists, then removing the laptop library (because it does not stay on). Fingers crossed that it works, but a solution to playlists not importing would be appreciated.

Hi @krez56.

Thanks for your response and I am looking forward to a positive result as well.

If your playlists are missing after sharing your Music folder, you’ll need to find the location of the playlist file, and share the folder path with Sonos:

• Playlists have an .XML, .PLS, .M3U or .WPL file extension. (e.g., iTunes Music Library.xml)
• Once you locate the folder your playlist is stored in, share that folder with Sonos.

Let us know how it goes and if you have any other questions or run into any issues, please do not hesitate to reach out.

I only have Music Library.musiclibrary, which is in the same folder as Music. I tried adding the Library.XML file I created via export to get my playlists back, but updating the music library with that in there didn’t add the playlists. Is there another way to share that I am missing? Thank you.

I checked on my laptop, which has iTunes converted to Music, and found iTunes Music Library.xml. Same music and playlists, so I copied that over to my desktop Music folder. After another update, my playlists are back. Though any playlist changes will probably have to be duplicated on my laptop, then copy the iTunes Music Library.xml file over again. Surely, there is an easier way to do this. I just made some changes to my iTunes library, and the only thing that updated was Music Library.musiclibrary.

Hi @krez56.

Thanks for your response and for the additional details.

Basically, Sonos imports your playlists from playlist files in your shared music folder.

If some or all of your Imported Playlists are missing, it means Sonos wasn’t able to find or read your playlist files. 

We’re you able to save the iTunes Music Library.xml folder to your desktop, then add it to Sonos? 

You may refer to this article about Imported Playlist for further suggestions that will help you find and add your playlists.

Once the music folder and the playlist folder are added or shared to Sonos, you won’t need to copy the file over again.

Whenever you make changes to your music library like downloading or removing music, creating new playlists, or adjusting album artwork or metadata,

you will need to update the music library index on Sonos before these changes will appear in your Sonos app. 

• On iOS or Android: From the Settings tab, tap System > Music Library > Update Music Index Now, and tap Scan Now

• For Mac or PC: Click Manage > Update Music Library Now and select Yes to confirm

NOTE: Updating the music index may take several minutes to complete.

I hope the above suggestions will help, and if you have any other questions or concerns, don’t hesitate to reach out.

To clarify, there is no xml file in my users/***/Music folder. Yes, I have system files set to display. This is from a fresh start, on a new Mac desktop, where I imported my music files. On my laptop, where Catalina was installed over an existing OS X, I have an iTunes xml file. The only way I could add that to Sonos was to put it in a folder. However, none of the playlists were added.

The only way to add them was to put the xml file in the Music folder. But they won’t play - the music can’t be found. And the file does not update when I change a playlist in Apple Music. The only file that updates is Music Library.musiclibrary.

Hi @krez56.

Thanks for your response and for the update.

Can you please submit a diagnostic report through the Sonos app, and reply with the confirmation number.

It can help us identify what could be causing your issue.

Alternatively, you may wish to contact Sonos Support to take a closer look and discuss it in real-time.

I suggest our phone support because they have more resources available on their system for advanced troubleshooting.

They also have a screen sharing tool available if needed, to share your computer screen, and it will be a great help to easily identify the issue.

The toll-free contact number is 1-800-680-2345

Their hours of operations are Mon-Fri 10:00 AM - 9:00 PM EST.

If you have any other questions or concerns, don’t hesitate to reach out.

Your confirmation number is: 2121061644.

Thank you.

Hi @krez56.

Thanks for the response and I appreciate your effort in submitting the diagnostic.

Upon checking, the system doesn’t recognize the SonosLibraryServer is running.

• Remove any existing SMB shares on the Mac and Sonos app.
• Navigate to the Sharing section in System Preference on the Mac, then make sure you toggle File Sharing OFF. This forces an HTTP share. Try adding the share again.

If you have any other questions or concerns, don’t hesitate to reach out.