I also am having this problem !! HELLLP @sonos
To my knowledge, Sonos has ‘hidden’ the logs from us, most likely due to GDPR reasons, since access to them likely includes PID. Or maybe they’re just afraid, I don’t know. In any case, as Sonos support doesn’t frequent these community forums, you best bet is to call Sonos Support to discuss it.
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. Including access to any diagnostic data you may submit, which again, we unwashed users don’t have access to.
To my knowledge, Sonos has ‘hidden’ the logs from us, most likely due to GDPR reasons, since access to them likely includes PID. Or maybe they’re just afraid, I don’t know. In any case, as Sonos support doesn’t frequent these community forums, you best bet is to call Sonos Support to discuss it.
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. Including access to any diagnostic data you may submit, which again, we unwashed users don’t have access to.
I'm not sure why GDPR would make them hide our logs from our device, as long as they are not sent to Sonos.
I also am having this problem !! HELLLP @sonos
re you having the same issues of looking for the logs or that YT Music no longer works on your Sonos?
I assume the legal department conceives the possibility that people will post them…but I don’t know that. I don’t work for Sonos, I don’t know why they keep the data from us. Assumptions are merely that.
What's left of the diagnostics can be found at http://[player IP address]:1400/support/review
There never was any documentation.
It’s Google you need to ask for assistance here. There will be no logs on the device, Google’s SMAPI service is failing somewhere.
You could also try the Desktop or third party apps, at least that removes SMAPI-in-the-cloud from the equation but in this case i doubt it will make any difference.
So, I figured out what was happening, during a long support call, by chance.
First of all, I have a YouTube account (@somehandle) and a main Google account. I found this out not long ago, because by mistake I had changed it in my YT Music app to use the Google account and I no longer had any playlists. After realizing this, I switched my YT Music app to use my YouTube account again and my playlists were again accessible. My YouTube account has always been the default account on YouTube. I understand that not everyone has this, I assume it is left over from early accounts. I also think that people that have a YouTube Channel have this same usecase.
When I add a YT Music account to Sonos, after I have pasted the code Sonos gives me, it asks me to choose my YT Music account. Then, I have a step I suspect most people do not have, it asks me to choose between my YouTube account (with my handle, e.g. @somehandle) or my Google account (with my email).
If I choose the YouTube account (the one that is default on YouTube, if you have one), then it doesn't work: it can't find any songs, and playlists is missing.
However, if I choose the Google account, then it works: it can find songs, and I suspect if I had any playlists on it then they would work too.
I tried this, adding the Google account, by chance; I wondered if maybe it would work with the Google account instead of the YT account.
This is where Sonos support and myself don't agree. They say it is a YouTube/Google issue, which it is not, and I say it is a Sonos issue. My YouTube account works fine on all services I have linked it to, no issues, they can see my playlists, they can find songs, I can listen to music, EXCEPT on Sonos. I asked them to tell the development department of this issue, so that they can debug and fix it, or decide as a company that they do not want this to work, but then in this case, detect it during the connecting YT music service steps and give a clear error message explaining this to the user.
They refused, saying it is a YouTube/Google issue, even though as I will repeat, it works fine with all other services I have connected this account to.
I think as a company, especially since their crazy app revamp, have lost a lot of respect and quality. The customer no longer seems too be the central part of their strategy, which is curious, since the customers are the ones spending money on their products. I regret having spent several hundred Euros on Sonos, and I have now cancelled my initial plans of outfitting other rooms and outdoor spaces with their products.
Your detailed analysis proves that it is indeed a Google issue. Sonos have no visibility into the details of your various accounts, and the login process you describe is entirely owned by Google. At the end of login, Sonos get passed an access token from Google, which they use to get all the other data from your account.
Google also own mapping your account type to how it is exposed via their SMAPI service.
How other Google services/apps deal with your accounts is not relevant to this: its Google’s SMAPI service that is the important thing here, and it clearly has some challenge with your account(s).
Rant all you like about Sonos but in this case Support is correct - this is a Google problem.
