All of a sudden, on my last “update music library” I get that an unexpected error occurred trying to import playlists. The music that was recently added is there. I have tried to read the various posts, but cannot figure out what I should actually do. Never had this problem before, including when there used to be a problem with the new software finding the music on my Mac Studio. Any help would be greatly appreciated.
Answer
ITunes (music) playlist all of a sudden not copying.
Best answer by Airgetlam
I would ask the person you speak with for level 2 support, although I’ve never had to do that. The few times I’ve needed to call in, the person I spoke with was knowledgeable, and able to help me, without any issue.
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You may need to use iTunes (now called, somewhat confusingly, Apple Music) to re-export your playlists as .xml files. I’m not near my Mac to double check, but as I recall it’s under the ‘file’ menu. The file needs to be placed in the directory structure that Sonos has access to. Make sure after doing so that you update your Sonos library…a step I tend to frequently forget to do immediately.
The iTunes Music Library.xml is in my music/iTunes folder which is what Sonos has access too. I would send a picture but I don’t think that is possible. All permissions are the same for music/itunes etc and all music is showing up.
Well, that is indeed odd.
I would recommend that you submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it. Don’t post the resulting diagnostic number here, they get sensitive about GDPR.
There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution. Or, if it is indeed a bug, it will give the engineers hard data to look at.
When you speak directly to the Support staff, they have tools at their disposal that will allow them to give you advice specific to your network and Sonos system.
I did and I was on a phone call for 2 hours since support wanted me to delete my full music library and reinstall. It took the person almost 1 and a half hours to figure out how to locate the path on my computer. She gave me my ticket number to call back if the playlist was still a problem Thankfully, the music finally reinstalled on Sonos but not the imported playlists. Can you figure out a way that I can get to the next level support? I really don’t want to spend another hour while they read my file and go through the same steps as the last time.
Thanks in
I would ask the person you speak with for level 2 support, although I’ve never had to do that. The few times I’ve needed to call in, the person I spoke with was knowledgeable, and able to help me, without any issue.
Spoke to Level 2 and have another call on Wednesday. We will see what happens then. The library isn’t too big so that isn’t the issue, but every change requires a reload that takes over 20 minutes.
Thanks for doing the extra legwork on this, apparently it isn’t an issue many people are having, given the dearth of other posts about it. Kind of you to keep us posted.
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