Android App Obscuring "My Sonos" Favorites

Hi @MooreKW,  welcome to the Sonos community. Thank you for reaching out to us and letting us know about your concern. Let me help you figure it out.

I’d like to ask some questions to isolate the issue and to lead you to a resolution.

1. Are you playing music on a specific Music service?
2. Do you play music stored on your Android device? or SD card?
   • Ensure Sonos has been granted storage permissions within the android device.
   • Ensure the content & playlists are actually stored on the device.
   • If the content is stored on an SD card within the device, does it make any difference if the playlist is created within the local device’s storage?

Please submit a diagnostic report from your Sonos system for us to check. Just include the confirmation number in your response. If you need help with any other information, feel free to reach out. We'll wait for your reply.

Hi,

1.  I the favorite that I am trying to reach is a Tune-In app, but I don’t think that this problem is tied to Tune-In.

2. I do not play music stored on my Android Device.

I had a link to a tune-in station in my favorites… I no longer see it.  When I try to add it, Sonos says that it is already in My Sonos.   I believe that it may be under my music selection (circled in the picture below).

I have submitted a support diagnostics.  1165219922

Thanks!

Karl

Hi @MooreKW,  thank you for your response and for submitting the diagnostic. Let me check it for you.

Based on the diagnostic, there's interference in your wireless network that may be caused by wireless congestion, an audio dropout was detected in your due to sync error and the audio feed is too slow causing the playback to stop. These network-related issues may be causing the issue.

Let me suggest the next troubleshooting steps is to perform a sequential reboot of your network devices, all your Sonos products, and force close mobile controllers to refresh the connection. I understand that you have already rebooted your Sonos, it would be best to follow it step by step.

1. A sequential reboot means that we need to do this in order.
   • Unplug your network devices (modem, router, any wireless access points on the network) from the power and wait for 60 full seconds before you plug it back in.
   • Once the router is back online, unplug all your Sonos devices from the power. Please wait 15 seconds before you plug back them back in.
   • Force close the Sonos app from your iOS or Android device.
   • When the status light on your Sonos speakers are solid white, get back on the Sonos app and check if you're connected.
2. Separate and Create a stereo pair
   • If you have confirmed that both of the speakers are working individually when you separate the stereo pair then you can re-create it.
3.  Hardwire one of your speakers to your router (not to your modem).

If you're still having the same problem, I recommend contacting our Sonos Customer Care support to perform in-depth troubleshooting and to do some tests on the Sonos app to isolate the issue to provide the best option for you. If you have any questions about this. We and the community are always here to help.