Libby - “unable to browse music”

I’d try a reboot of your router, followed by a reboot of your speakers. But if that doesn’t work, I would recommend that you submit a system diagnostic within 10 minutes of experiencing this issue, and contact Sonos Support to discuss it.

I usually suggest the phone folks, they have more tools available, and are available Monday through Friday during business hours. Twitter support folks are available 24/7.

There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.  

Yep, I’d done those things, as has been suggest on numerous other posts, and it doesn’t solve the issue. Guess I’ll have to try to call, unless anyone has a better option...

I spent about 2-3 hours on the phone with Sonos customer service last night to resolve this issue. They had me reboot my Wifi and speakers several times… uninstall and reinstall both Sonos and Libby apps… Unpair and re-pair Sonos and Libby apps… Nothing has changed the error message: “unable to browse music.”

I got this follow-up email today, which makes me think that if you’re having this problem, you should call them, because they’re not aware that it’s a widespread issue:

Hello Tamar,

My name is Matthew. I'm a supervisor on the Sonos Customer Experience team. 

We don't have test accounts for the Libby by Overdrive service, so I can't test right now if the issue is isolated only to you. I tried creating an account of my own, but none of our local libraries are using that service.

I can see the error in the logs of the Sonos app. The Sonos app is receiving a very generic error from the server managing the content. The Sonos app can't even get to the point where it tells the speaker to play, because the app is unable to access the data from wherever it is hosted.

There are more than 80 services that can play to Sonos. I'm going to have to find out internally what kind of visibility we have into this service, and what contact, if any, we have with the company that provides it.


Matthew G

We are getting this error too ever since the new app came out. Libby can’t connect using either Sonos1 or new Sonos app.

Please complain directly to both Sonos and Libby! They need to know that this is a widespread problem.

Same issue here, too.

I have the same problem. I’m reluctant to call Sonos and spend 2 or 3 hours with them as I find they are often going on a script and it’s a circular experience if they don’t know the answer. 
 

Has anyone found a solution?

Thanks!

Have you contacted Libby ?

Yes. They told me to contact Sonos...

I’m now having the problem as well…. anyone have aa solutions?  I have an upset 7 and 9 year old...Help!!!