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My Sonos was linked to a large Apple Music library on my computer and working more or less perfectly up until a little more than a week ago. That’s when I realized that a lot of content went missing as I tried to play Christmas music.

A text chat with a technician verified that over 2/3 of my Apple Music files were no longer in my Sonos Music Library. He had me clear the folder path in Music Library Settings and reattach my Music folder. That brought the number of files down to 1/5th of my Apple Music files. 

A call with a technician had the process repeated but this time with the technician handling the process through screen sharing. He got off the call before the Music Library was fully indexed, confident that this would solve my issue. It didn't- the number of files missing remained the same. 

A second call with a technician had his repeat the exact same process, but this time stay on the phone. When nothing changed, he suggested we do it again and when I politely suggested we try something else, my call was dropped. 

I’m at a loss- is there something else I can try or someone else I can turn to?

To clarify, the Apple Music library is 228GB, mostly AAC files and all in the same folder. Everything was accessible until about a week ago.

Moderator edit: combined posts

I did notice that there was some artists that didn't make the upload- for some reason a lot of artists in the Comedy genre were excluded. Also, some special characters seemed problematic, like Beyoncé but not Björk. Parentheses in the titles seemed to get excluded too, but not all the time. Weird.

I have had issues with some apostrophe characters as in the Beyoncé name, but this did not cause a stoppage of an index.  The tracks with the apostrophe issue would show as indexed but would not play.  The fix was to replace the guilty apostrophe with the one on my computer keyboard.

At any rate if nothing showed in a diagnostic log of the index then maybe it’s not an illegal character causing the stoppage.  Would be nice to have access to an index log to see where the stoppage occurs.

Of course if all was well a few weeks ago then none of this conjecture makes any sense.

Hi ​@Maxim M 

Thanks for the update! If you successfully get through to L2, please be sure to report your findings. 

I have also just now shared your post with an engineer colleague - it definitely gives us something to look into. Thank you!

I can't say for certain, but I believe so.

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