Sonos denied access to music files

Hi ​@Neilspin 

Welcome to the Sonos Community!

One question - a “lappy” is a laptop, yes?

When you say “neither the mobile or lappy now on V24H2 will pick up the shared music folder”, do you mean that Windows on the laptop cannot find the shared folder in Network, or that the Sonos app running on your Laptop cannot see your Music Library? Or, both?

As you have changed router (and updated Windows, but I rather suspect it was the router change that will have done this) please ensure that Windows thinks that your network connection is to a Private Network - if it thinks it is connecting to a Public network, it will not share a folder with other devices. Windows will presume Public until it is told that the network is Private, to be on the safe side. Please see this page on how to change the profile of the network.

I hope this helps.

Yes to both in your first query. Sonos can see the shared folder but says 'no selections available' 

Regarding private network, this is correct and checked. It is not set to public.

The android phone still will not see the shared files.

Interestingly I was struggling with vpn issues trying to view iplayer and itvx which thought I was outside the UK. Which of course I'm not. Not one single trouble shooting forum mentioned that McAfee has a vpn which defaults to fastest possible network. When I changed this to UK the streaming services became operational. I was hoping this would solve this issue. But it hasn't. I mention this in case anyone reading this tries the same. 

Hi ​@Neilspin 

It has been a while, so I am kind of amazed that I remembered/thought of this, but I am fairly certain that the issue you are having is due to DNS Hijacking done by your ISP TalkTalk.

Basically, instead of the unfriendly Error 404 pages that we used to get in the early days of the internet, ISP’s can capture such an event and replace it with a more friendly, ISP-supplied message instead. But, as a result, when your Sonos speakers try to resolve your PC’s local IP address, it will be getting an IP address of a TalkTalk web server instead.

The good news is that if I am right, it can be solved by clicking on the following link on a device that is connect to your WiFi:

http://www.talktalk.co.uk/optout

You won’t see an option to click a button or anything - just visiting that page should do the trick.

I hope this helps.

Thanks for your suggestion, regrettably I'm still unable to add shared folder lala...(913)

I think you're right it must be linked to the router and talk talk which sadly I have no other option to use. It belongs to someone I'm living with. And it drops more times than a fiddlers elbow when trying to listen to online music. 

All was fine with Virgin previously no mucking about. Virgin had their faults but this wasn't one of them.

So it's official I'm stuck firmer than Excalibur under mount everest. 

You can manually set the DNS servers on the computer.

Try two of these,three if you have the option: 1.1.1.1 - 4.2.2.4 - 8.8.8.8 - 8.8.4.4

or pick one: https://public-dns.info/  go down a bit for the “by country” list.

Hi ​@Neilspin 

You get Error 913? This is key.

Error 913 occurs when the Sonos system is looking for a SMBv2/3 share, but finds a SMBv1 share, which S2 systems do not support. To resolve this issue, the device hosting your Music Library shared folder must be configured to use SMBv2/3.

I don’t quite get how the change to TalkTalk caused this issue, unless your Music Library is stored on a USB drive attached directly to the router, in which case it is the router that needs to be told to use SMBv2/3. I don’t know which router you have, but you may want to give this TalkTalk community page a read: https://community.talktalk.co.uk/t5/Fibre/uSING-THE-ROUTER-USB-socket/td-p/3032128. If your router cannot be configured to use SMBv2/3, you will need to store your Music Library somewhere else, or connect the USB drive to a different device, at least. The cheapest (but definitely not the easiest) option would be to buy a Raspberry Pi, or similar, and set it up to be a NAS (Network Attached Storage). Self-contained NAS drives are easier to setup, but are more expensive and may come with storage you don’t need (they are handy to have for general backing up, however).

If your Music Library is not attached to the router, please let me know where it is and I’ll see what I can come up with for you.

I hope this helps.

Hi Corry, thanks for your thoughts on this, i’m a bit queasy digging into the registry stuff as I’m not a software programmer - far from it. So researched how W11 24H2 is set up and Google AI finds the following:

In Windows 11 24H2, the primary SMB version installed is SMB 3.1.1 by default, with the ability for administrators to manage which specific SMB dialects can be used, effectively blocking older, less secure versions if needed; this means that while older SMB versions may still be technically present, the system is designed to prioritize and primarily use SMB 3.1.1 for connections. 

But now and again something changes. When setting music library file path in Sonos, and I’ve done this many times, occasionally you don’t get the 913 notice and it will take the file path name. Further, the file path name can be seen in Sonos search menus i think under music library looking like this: //Laptop/music/location/music/file name.

But then having got high hopes something is going right finally, clicking update music library now, nothing happens, so you wait a while because you know things don’t happen quickly with Sonos, come back after a cup of tea expecting to see the library slowly compiling only to be disappointed with a blank space and when you click the //Laptop/music/location/music/file name it says ‘no selections available’.

So in the random event that occasionally the process appears to be working, actually it’s not. So I start over from scratch making sure I didn’t do something stupid and that’s when the 913 appears. The take away being sometimes I’m blocked by 913 from an early start point, sometimes I’m allowed to progress the whole distance appearing to be done, only to find it’s not. 

You can imagine this is frustrating. The only good thing going on is I’m picking up a Jaguar XJR this weekend which is balancing out the agg this is giving me. :/

Hi ​@Neilspin 

I understand your frustration - it does sound somewhat inconsistent in behaviour.

So your music library is hosted on a Windows 11 computer? Things should indeed have gone smoothly.

Please see the steps to take to add a shared folder from a Windows machine on our guide and follow them carefully:

If these steps do not help, I recommend you get in touch with our technical support team who have tools at their disposal that will allow them to give you advice specific to your Sonos system and what it reports.

I hope this helps, and I hope you enjoy your new Jaaaaaag!

Well! all was going swimmingly, a few new clicks in the process you shared in the permissions boxes etc, and finally after copying the file path and entering into the dialogue box setting up the music library we can now see the file name under music library/Folders so fantastico!… All good with the world and once I clicked on library update now was in full speed anticipation for the library to fill up with all my favourite tunes… but wait… and wait… and wait a bit longer… yep you know where this is going, when clicking the user path file name file name… ‘no selections available’

Well at least I’m a day closer to the driveway being adorned by a fast cat on steroids…

Plan B

Hi ​@Neilspin 

That does sound a bit more promising!

Could you please submit a support diagnostic and report back here when you have done so? Thanks. Please don’t share the number you are given, however - just let me know when it’s done and I’ll find it.

Please be aware that there is currently no indication in the app that a re-index is happening - it’s a case of waiting for it to finish, and before it does, it won’t show any entries. We’re working on improving this.

Ah, OK, I'll give it another shot and leave it chunterring in the background for say a day and let's see.

Hi ​@Neilspin 

Sorry - I should have expanded on that. It should not take more than about one hour, roughly.

Hi Corry, an update on files shared - or not in this case, many hours have passed, I have tried updating the music library a few times which Sonos has detected showing as: //laptop-name/music/ found in ‘Folders’ under the ‘Music Library’ tab, but neither the laptop or mobile phone can see mp3’s stored in that file. They are clearly there because I can play them through Windows Media Player, VLC and the lappy Bose speakers. But stubbornly, Sonos just thinks there are no selections. It is curious because updating the music library now seems to accept the request. Or put another way, no fault codes come up. 

The Jag is awesome by the way. 

Hi ​@Neilspin 

No errors is a good sign, but no music is obviously still a problem.

Please follow this instruction, and I’ll be able to see what the speakers are saying about the situation - as things currently stand, I can only guess as to what the issue is. Thanks.

Will do.