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Random unable to play iTunes music

Forum|Forum|6 years ago
August 5, 2020
18 replies
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New Mac, with my user account on an external SSD. My husband has the same setup on his Mac, and does not have this problem playing from his library.

Music will be playing, then stop. When I try to play the next song, there is a long pause, then a long string of “unable to play”. Sometimes this happens when I first start a playlist. Deleting and reloading the music library usually helps. Rebooting my Mac also fixes it - sometimes. This is happening at least every other day. Help?

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Best answer by Annazel S

Hi @krez56.

Thanks for your response and for the update.

The Sonos app can show Error 1002 when your Sonos system is having trouble connecting to the music library on your computer or NAS drive.

This usually occurs when the computer or NAS drive is either offline or having trouble maintaining a reliable connection to the network.

Ensure that the computer has a strong wireless connection to the router.
A firewall can block Sonos from properly connecting to the computer. If a firewall is installed on your computer, make sure it’s configured for Sonos by following these steps.

If you are still running into trouble after, I strongly suggest proceeding with the above advice to reach out with our phone support,

so we can continue with in-depth troubleshooting in real-time. The tools we use through live troubleshooting would be very useful in this case.

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

Show previous replies

K

krez56Author

Trending Lyricist II

“Sonos was unable to add the music folder”

1002, if that helps. I’m going to try rebooting now.

Apple Music Library user

K

krez56Author

Trending Lyricist II

No luck, and now I’ve lost all of my music. My husband’s music is still on there. Diagnostics #1136877234

Apple Music Library user

Annazel SAnswer

Retired Sonos Staff

Hi @krez56.

Thanks for your response and for the update.

The Sonos app can show Error 1002 when your Sonos system is having trouble connecting to the music library on your computer or NAS drive.

This usually occurs when the computer or NAS drive is either offline or having trouble maintaining a reliable connection to the network.

Ensure that the computer has a strong wireless connection to the router.
A firewall can block Sonos from properly connecting to the computer. If a firewall is installed on your computer, make sure it’s configured for Sonos by following these steps.

If you are still running into trouble after, I strongly suggest proceeding with the above advice to reach out with our phone support,

so we can continue with in-depth troubleshooting in real-time. The tools we use through live troubleshooting would be very useful in this case.

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

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K

krez56Author

Trending Lyricist II

This morning, I copied the still-shown-as-iTunes folder from my laptop over to my desktop and got that set up properly. Still no luck adding my library. But adding the ports (FIOS router firewall) worked! Not only did my library get added, the playlists showed up! Fingers crossed that it continues to work.

Thank you.

Apple Music Library user

Annazel S

Retired Sonos Staff

Hi there @krez56.

Thanks for your response and for the update.

That was awesome, you did great and I’m so glad to hear that it’s working now.

I am looking forward to continuous progress, and I’m positive about that.

If in case the problem persists or you encounter any issues, you can always reach out to us.

We are always here to help.

Cheers!

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krez56Author

Trending Lyricist II

Back to the original problem, which is happening again. A playlist will start, then stop, unable to find any music on it. Diagnostics sent - Your confirmation number is: 646990882.

Apple Music Library user

Annazel S

Retired Sonos Staff

Hi @krez56.

Thanks for your response and for the update, my sincerest apologies for the delay in our response time.

Upon checking on the diagnostic report, transport errors were detected by the system, indicates that it is unable to find the source.

This error can occur when Sonos is unable to find the computer or device hosting your music library, this article provides some common steps you can take to resolve this error

Quite possibly, a weak WiFi signal or wireless interference around your Sonos devices could be one of the causes of this issue.

I also noticed that the SonosNet and your router are both set on the same wireless channel (1), which is not advisable for it can cause wireless congestion.

You may try to set the SonosNet channel using the Sonos App, at least 5 channels away from your router’s chosen channel:

Settings > System > Network > SonosNet Channel

NOTE: Channels 1,6,11 are the best non-overlapping channels.

I suggest to try and test playing on one single player and see if there are any changes before playing in a group.

Hopefully, these suggestions will help to resolve the issue.

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

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krez56Author

Trending Lyricist II

As an FYI - A month ago I replaced the modem, and (knock on wood) the problem has stopped. Now if only my queues could only hold their places (new topic posted).

Apple Music Library user

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