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After 15.8.1 upgrade, all music services disappeared.

  • 21 September 2023
  • 69 replies
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I have just updated the software to 15.8.1 as it requires update to my Sonos Roam and then after the update, all music services disappeared and even my NAS musics are unplayable.

 

Moderator note: We updated this article in October 2023 with new information below.

This behavior was due to a Sonos cloud outage at that time that is now resolved. Therefore we closed this topic.

 

 

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Best answer by Jamie A 21 September 2023, 10:00

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69 replies

Userlevel 7
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Hi @orlie214 et al,

Thank you for all the reports, these have been forwarded to the relevant team and we're looking into what has caused this, but there is a cloud outage that occurred during the latest update. You can follow the progress of this on our status page.

For now, there are a few solutions that I have seen the community and our engineers suggest to bring music services back to your Sonos system, these are:

  • Checking for updates in the Sonos-app (even if you have no updates available), as this will pull a new music service catalog.
  • Rebooting any device within your Sonos system
  • Uninstalling and Re-installing the Sonos app

If you’re still unable to see any music services after trying the options above, I would suggest reaching out to our support team for further assistance, as they have the necessary tools to troubleshoot this issue with your further.

I hope this information helps!

 

Userlevel 3
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Same problem here. No services as from this morning, last night everything worked fine. 

Rebooting router didn't work and reinstalling the S2 controller also didn't work but after unplugging one of the speakers and plugging it back in everything seems to work as usual and all services are back in the controller. 

Same for me, I woke up and realized I’m logged out and all services added were removed. All I can add is Last.fm and TuneIn.

how to downgrade the system to continue using Sonos??

Same issue. All streaming services disappeared overnight from both iOS app and the MacOS app. Impossible to play anything on my system

Try 10 second power off on any speaker, close S2 app, power up speaker and reopen app. Worked for me on Android 

Had the same issue. Powering off and on one of the Sonos devices fixed it for me. 

Do SONOS not test these updates before rolling them out? Almost every time there’s an update I have system issues after 🤦🏻‍♂️

 

on this occasion, this has worked for me:

  • deleted app and reinstalled
  • rebooted phone
  • unplugged 1 speaker and plugged it in again.

all good now!

but why??? 🤦🏻‍♂️

 

Hi @orlie214 et al,

Thank you for all the reports, these have been forwarded to the relevant team and we're looking into what has caused this, but there is a cloud outage that occurred during the latest update. You can follow the progress of this on our status page.

For now, there are a few solutions that I have seen the community and our engineers suggest to bring music services back to your Sonos system, these are:

  • Checking for updates in the Sonos-app (even if you have no updates available), as this will pull a new music service catalog.
  • Rebooting any device within your Sonos system
  • Uninstalling and Re-installing the Sonos app

If you’re still unable to see any music services after trying the options above, I would suggest reaching out to our support team for further assistance, as they have the necessary tools to troubleshoot this issue with your further.

I hope this information helps!

 

This worked for me. Well, I actually only had to check for updates. 

I did, and I tried everything that is suggested to no avail. I was able to re-add one music service, but I would have to re-add all of them. And I have no solution for my favorites and Sonos playlists that I had created in the Sonos app over the years. This is actually the bigger problem I have. 

Unfortunately you followed bad advice in factory resetting. As was to be expected it erased everything.

There is no way to recover playlists/favourites/etc unless you happen to have a unit, which was part of the original system, that hasn’t been reset.

I actually do. I have a speaker that disappeared from the app and I haven’t had time to do anything with it yet. What do I do now?

I do have a Play 3 that is currently just sitting there and used to work before the issues started. 

 

There may be some hope. Proceed as follows:

  • Power off the Arc, sub and surrounds entirely.
  • Power on just the Play:3.
  • Start the Sonos app.
  • Go to Settings/App Preferences and hit ‘Reset App’.
  • Restart the app and tell it to connect to an existing system. It should find the Play:3 and hopefully your playlists etc.

Now, carefully:

  • Make sure the Play:3 is still visible in the app.
  • Factory reset the Arc, sub and surrounds again (NOT the Play:3 !!).
  • Add each of the Arc, sub and speakers in turn, and re-assemble your home theatre setup.

 

Thanks a lot. I will try this sometime this weekend and report back. 

I am having the same issue. All music services lost except for tunein.  Reinstalling app on iPhone hasn’t worked.

Same issue.  All music services disappeared.  Logged out and back in. Reinstall app. Tried different device.  🤬

Same issue this morning. Unplugged connect and restarted - all services restored in S2 controller 

Same problem here. No services as from this morning, last night everything worked fine. 

Rebooting router didn't work and reinstalling the S2 controller also didn't work but after unplugging one of the speakers and plugging it back in everything seems to work as usual and all services are back in the controller. 

This worked for me. Samsung Galaxy s22. Just switched off the power to my Play 1. Closed s2 app. Turned play 1 back on. Opened app and, once the play 1 was registering again, all my services had returned. 

I have serious concerns about the Sonos app development and any meaningful QA.

In my case, I had my Sonos speakers in storage while I traveled.  I returned and now I can no longer Tune In to my own streaming URLs, but it has an “Add Radio Station”.   It seems I’m being pushed to accept pre-defined Sonos Radio services that I do not want.

These are my speakers, why can’t I use them reasonably in the manner I wish to, like listening to my preferred streaming URLs?

Where I work, these bugs would never make it out the door (or you’d get fired for it). 

Who are the product managers for this? 

 

Only the ‘old’ version of TuneIn has the ‘My Radio Stations’ container for manually added URLs. (It’s nothing to do with TuneIn at all, but it must originally have been a convenient place to park the menu.)

It continues to work, and I use it every day. I just added http://stream.radioparadise.com/aac-320 as a test, and that played fine.

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Finally back…. few minutes after I rebooted everything

Same issue. Turned off all Sonos devices and phone, then back on and everything back to normal

Userlevel 1

Same problem here. No services as from this morning, last night everything worked fine. 

Rebooting router didn't work and reinstalling the S2 controller also didn't work but after unplugging one of the speakers and plugging it back in everything seems to work as usual and all services are back in the controller. 

Thanks mate. This works for me. Just killed IOS Sonos app, turned on my Sonos Roam till it’s connected to my network then launch IOS Sonos app and voila, all the music services are back. 😊

I did, and I tried everything that is suggested to no avail. I was able to re-add one music service, but I would have to re-add all of them. And I have no solution for my favorites and Sonos playlists that I had created in the Sonos app over the years. This is actually the bigger problem I have. 

Unfortunately you followed bad advice in factory resetting. As was to be expected it erased everything.

There is no way to recover playlists/favourites/etc unless you happen to have a unit, which was part of the original system, that hasn’t been reset.

I did, and I tried everything that is suggested to no avail. I was able to re-add one music service, but I would have to re-add all of them. And I have no solution for my favorites and Sonos playlists that I had created in the Sonos app over the years. This is actually the bigger problem I have. 

Unfortunately you followed bad advice in factory resetting. As was to be expected it erased everything.

There is no way to recover playlists/favourites/etc unless you happen to have a unit, which was part of the original system, that hasn’t been reset.

I actually do. I have a speaker that disappeared from the app and I haven’t had time to do anything with it yet. What do I do now?

I do have a Play 3 that is currently just sitting there and used to work before the issues started. 

 

There may be some hope. Proceed as follows:

  • Power off the Arc, sub and surrounds entirely.
  • Power on just the Play:3.
  • Start the Sonos app.
  • Go to Settings/App Preferences and hit ‘Reset App’.
  • Restart the app and tell it to connect to an existing system. It should find the Play:3 and hopefully your playlists etc.

Now, carefully:

  • Make sure the Play:3 is still visible in the app.
  • Factory reset the Arc, sub and surrounds again (NOT the Play:3 !!).
  • Add each of the Arc, sub and speakers in turn, and re-assemble your home theatre setup.

 

Yep same here. All services bar my turntable have disappeared and can’t be added. Hilariously Last.fm (so many memories) and another no-longer available service are still there. But only those two. 

 

Would be GREAT if when you fix the ios app, you bring back lock screen controls (hasn’t worked for 2 years +) and use of iPhone volume controls. Great speakers let down by naff supporting apps, isn’t a good strategy long-term...

 

 

As has been repeatedly stated, Apple rules forbidding control of 3rd party hardware is why the lock screen controls and the volume up/down no longer work.  Apple makes those controls exclusive to apps which play content over the phone or Bluetooth.  With Sonos, it is the Sonos units which are playing the content, the controller is just a controller.   So if you want these controls back, lobby Apple to allow control of 3rd party devices.

As per Sonos support recommendation, I checked for updates on PC - no software downloaded as app was up-to-date but it seems that it refreshed “ a new music service catalog”  Up and running again. thx for the advice.

  • Checking for updates in the Sonos-app (even if you have no updates available), as this will pull a new music service catalog.

All services resumed. 

Same, no Spotify, no radio, no Storytel. Reset didnt help. 

Same, no Spotify, no radio, no Storytel. Reset didnt help. 

Did you actually read the pinned best answer?

Yes same issue here. These sort of 'glitches' seem fairly regular and immensely frustrating. To be honest if I hadn't invested so much in the speakers over the years I would throw the lot in the bin. I accept software goes wrong but the user interface is just appalling and when there's a problem it just sits there. Ooh uninstall reinstall and all that faff all seems a bit like me, the paying punter, having to do all the work. Really, really not happy. 

Mine eventually worked after restarting all devices and deleting and re installing the app.

 

I solved it in my system by turning on the Roam and updating its software. Once Roam was updated all the services appeared