Hi ​@SciFiSi 

Thanks for your post!

Sorry to hear of the issues you are having with your Sonos system.

Points 1 & 2:

So I can be sure, I take it that this is the thread you are referring to?

The author of that thread was the only person - as far as we could tell - reporting this issue, and we were not able to find out anything conclusive from the information we had at the time.

Which services are your problem favourites pointing to, please, and what tier of account do you have with that service?

Point 3:

We do not want it to be easy. You should not be attempting to factory reset your entire system, so it sounds like this design choice worked as intended. I don’t intent to be flippant - if it was easy to reset products, there would be a lot of people wasting a lot of time. Factory resets only rarely solve issues, and to reset an entire system is almost never suggested.

Point 4:

Album artwork now shows in the latest version of the Android Sonos app, and has done for some time in the iOS version. Please ensure your app is up-to-date. It was only missing since May.

Point 5:

This is vague and I can’t respond in a meaningful manner - perhaps you could mention which bugs, specifically?

I hope this helps.

With regard to a software option to initiate a Factory Reset, I agree with Corry P that it is rarely a problem solver even though it might accidentally (temporarily) workaround something. The reboot option was removed some time ago. I’ll note that neither of these options would be available for a unit that is currently offline for some reason.

I’ll also point out that a power transient or nearby lightning strike could put the hardware in a state that can only be reset by a full power cycle.

I’ll admit that a full system Factory Reset option would be handy during the final exit of a venue when an unknown new user will takeover.

Hi Cory,

Point 1&2 Actually no, the post I was referring to has exactly the same title as this post without the #2 at the end. This is the link here And there are several people stuck with this issue.

Point 3 Having changed the HDD on my NAS I had to rename the drive. Unfortunately it is not possible to edit the broken share name in the SONOS app. This means only a factory reset can fix this simple issue which also means climbing on ladders to unbolt the master SONOS controller and physically rebuild the entire system.

SONOS support have themselves told me this is the case and the only fix is to do a hardware reset.

Point 4 Many, many greyed out items please see previous post with the link provided above.

Point 5 To help clear up any vagueness users have been complaining about certain bugs - specifically being unable to delete broken items from the favourites list (the title of this post). On both Android and IPhone the broken link’s cannot be deleted and on the PC app the broken items are not displayed and therefore also cannot be deleted. When I say software updates have not fixed this issue, what I mean is in all the years of highlighting this issue and with all the software updates installed these bugs still have not been fixed and this is of concern.

Hi ​@SciFiSi 

Thanks for the link - it is most useful! I will see what I can do to get this looked into further.

Apologies. This is not accurate. I cannot find the case where this was mentioned to you, however. If you happen to have the case number handy, please sent it to me in a private message and I will give feedback to the agent concerned.

Although you may not be able to edit the path, you should be able to remove it and then add the correct path. At no point should you need to reset one or all Sonos devices just because you bought a new NAS drive!

I have no issue with any album art on my library - if you see issues with yours, I would suggest an examination of the files and whether there are folder.jpg files in the folders.

Greyed-out tracks are a different matter, however. If a track is greyed-out, it suggests that it is no longer available. For favourites, this makes sense, but you should not be seeing such files when browsing Music Library.

If you are only referring to Favourites, then I would class this as the same issue as Points 1 & 2.

So this is also a repeat of points 1 & 2? Ok, but as the app only came out in May, you - or anyone else - cannot have been having this specific issue “for years”.

I hope this helps.

​@Corry P 

“I have no issue with any album art on my library - if you see issues with yours, I would suggest an examination of the files and whether there are folder.jpg files in the folders.”
 

Well, I am having album artwork problems too, since the latest update. I’m sure we’re not alone. Have had folder.jpg in my folders for a long time and suddenly it doesn’t work again (nor do compilations). 
 

it’s really time your developers sorted all these issues and allowed you to stop having to defend a system that no longer functions properly

As I’m using Home Assistant as my smart home, I’ve just started using ‘Music Assistant Server” it allows me to use my SONOS speakers, is free software, open source and vastly superior to the official Sonos app. I would suggest to anyone with a smart home to look into this.

So far all I wanted to do was delete ‘broken’ items in my Favourites. I have had multiple replies, none of which answer my question. Instead we all get patronised and our questions are avoided. So I’ll try one more time.

The PC app does not display broken favourites- therefore it is not possible to delete them.

Both Android and IPhone apps do not allow for Favourites to be deleted - therefore it is not possible to delete them.

There is a problem with your app, and I would like to know what you were going to do about it please.

In the previous question that I linked to above people are starting to froth at the mouth with rage, and it’s very easy to understand why they just get condescended to.

Hi ​@SciFiSi 

It was not my intent to patronise or condescend - apologies if I came across this way. It was the end of a long day, but that is no excuse.

With the previous report we had of this issue (the thread I linked to in my first reply), the colleague of mine that I reported the issue to wanted to know the music service involved, and the tier which the user has with that service.

Could you please supply this information? Thanks.

I’ll note that I ripped most of my library in 200x using folder.jpg for the artwork and I’ve been able to play my files using the PC controller through all of the recent updates.

I’ve brewed up 60K+ track Queues and Playlists as experiments.

Thanks to all the people saying their system if working just fine, that’ll be because they haven’t had to rename the shortcut to their music files.

I STILL haven’t had an answer to my original question which I will now ask for the 3rd time.

“The PC app does not display broken favourites- therefore it is not possible to delete them.

Both Android and IPhone apps do not allow for Favourites to be deleted - therefore it is not possible to delete them.”

I had to replace my hard drive in my Synology Nas Drive, it needed to be renamed and because of that the shortcuts to my music files are broken as I have asked three times before how can I delete them??

I don’t need anyone replying saying that their system is fine. I would simply like a solution to this problem. The initial question was asked years ago. Many people are angry and all we get is palmed off with nonsense and then the issue gets closed without a solution having been provided.

From the above photo both test and test two are broken links from what I can see it is impossible to delete them. They do not show up on the PC app and there is no possible way to delete them from either android or iPhone apps. This is my only question. 

sonos support have themselves told me I need to reset the system. Another person from Sonos says no, you do not need to reset the system in fact resetting the system hardly ever solves anything, so far there is no solution and from what I understand it is the customers fault.

Hi ​@SciFiSi 

You cannot delete them - you yourself have said this. There is no secret way to do so - just the one you have already tried.

In order for us to figure why this is, could you please tell me what music service your favourites are linking to? Please also let me know which tier you are on with that service. If you don’t give me this information, no progress will be made - I don’t know how else to say this.

And I am sorry, but at no point has anyone said that this is customers’ fault.

Hi ​@SciFiSi 

It is true that a full reset of all your speakers will result in these favourites going away. All your other favourites will also be deleted, however, along with Sonos playlists and all settings/configurations, so I don’t really consider this a “fix”. If you are happy to do this, then by all means please do so, but if you want to try to preserve anything, factory resetting is not the answer.

I hope this helps.