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updated app: sonos playlists lost


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Help!  Had 2 chat conversations with helpdesk as none of my  sonos playlists are there following the app update. They refer me to call technical help but each time i try, it is over 75 mins wait time. Can anyone here help me to resolve? 🙏🏼

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Best answer by Latte80439 17 May 2024, 19:05

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Class action lawsuit?

Go to the app store and for $3.99 download the “sonosphone” app.  You can instantly retrieve your entire sonos library and play it all on your sonos system.  This works similar to the s1 app.  Works great for me.

Great suggestion, it worked!  And once you retrieve them you can add the playlists to Sonos Favorites so you can still use the Sonos app.  Agreed this is a frustrating move on their part.  

Userlevel 1

Thank you Rusty,

we just followed your advice and my music is restored!

Brilliant!

 

I’ve been searching their info on this and can’t find anything. Can’t believe I’ve lost all my years of playlists!!! 🥴

I’ve been searching their info on this and can’t find anything. Can’t believe I’ve lost all my years of playlists!!! 🥴

Read 2 posts before yours. ?!?! 

Yes, I’ve done it now thanks 😁

Has anyone found anything positive to share about the loss of playlists from the new app? Please tell me they will magically reappear. It would not be an exaggeration to say that this has seriously affected my mental health, I have been building those playlists for about 15 years now and then just gone overnight. Why!!!! 
I’ve tried calling support unsuccessfully and now have just emailed the CEO, I encourage you to do the same if this issue affects you 

ceo@sonos.com

Userlevel 2

I’ve had to Bluetooth to my system and use a combination of Apple Music app and Sonos just to get some sort of decent functionality in terms of playing playlists. Good job I had some built in Apple 

App updated yesterday, automatically.

1. All my playlists are gone.

2. I can’t work out how to clear the queue

3. I can’t access my local music anymore.

4. I tried playing a Tidal playlist (which I can do) but I can’t find any way of shuffling it. 

Once again Sonos have made changes which may suit them but clearly don’t suit customers. First they stopped the dedicated controller working (without telling anyone) then they forced me to upgrade from S1 to S2 which even with their belated apologies and discount still cost money I’d rather not have paid. Now they introduce a new app which has reduced functionality - again without notice - and all the online advice on how to use it is years old and mainly refers to the last upgrade.

Sonos may have (well, had) a great product but their arrogance towards their customers is astounding. They are a disgrace.

I hate this new app. Sonos ruined a perfectly user friendly system. I created so many playlists based on the mood I’m in. Now the system has made my musical choices completely not customizable.  Extremely loyal user and early adopter. It is a shame I’m considering moving on because of the app. It is that big of a deal. Fix it NOW!

Bless you, Rusty! You’ve made my day. I have hundreds of hours invested in Sonos playlists comprised of thousands of songs. Losing them because Sonos decided to “improve” their interface at my expense would have been devastating. 

Badge +1

Help!  Had 2 chat conversations with helpdesk as none of my  sonos playlists are there following the app update. They refer me to call technical help but each time i try, it is over 75 mins wait time. Can anyone here help me to resolve? 🙏🏼

so bummed out. I have 200 playlist stored on the Sonos players. There is still glitches with this new update. listening to music every day is a big part of our lives. Kind of shocked that there is not a workaround. Yet 

Badge +1

Has anyone found anything positive to share about the loss of playlists from the new app? Please tell me they will magically reappear. It would not be an exaggeration to say that this has seriously affected my mental health, I have been building those playlists for about 15 years now and then just gone overnight. Why!!!! 
I’ve tried calling support unsuccessfully and now have just emailed the CEO, I encourage you to do the same if this issue affects you 

ceo@sonos.com

I have been on hold for almost an hour now and no tech-support person has picked up. What a huge waste of time.

Help!  Had 2 chat conversations with helpdesk as none of my  sonos playlists are there following the app update. They refer me to call technical help but each time i try, it is over 75 mins wait time. Can anyone here help me to resolve? 🙏🏼

so bummed out. I have 200 playlist stored on the Sonos players. There is still glitches with this new update. listening to music every day is a big part of our lives. Kind of shocked that there is not a workaround. Yet 

Update coming likely in the next 12-48 Hours. Hopefully with queue functions and with it return of playlists. 
 

Do you have access to the desktop app? You could check there to see if the playlists are there

Badge +1

Beyond frustrating because the app worked perfectly before the update. I am one unhappy customer.  Plus they seem more focused on serving me media I neither want nor need. 

The updated app shows none of my playlists on my iPad.  The playlists do show up on my iPhone but I cannot manage, create, add a song to or delete a playlist from the app on my phone. The web app shows my playlists but doesn’t function properly, similar to issues with the phone. I have not been able to resolve this through the live chat nor have I been able to get through to anyone on the tech staff by phone.

I have the same issue. I’ve been on hold an hour right now and no one has picked up. What a bummer

Badge +1

Help!  Had 2 chat conversations with helpdesk as none of my  sonos playlists are there following the app update. They refer me to call technical help but each time i try, it is over 75 mins wait time. Can anyone here help me to resolve? 🙏🏼

so bummed out. I have 200 playlist stored on the Sonos players. There is still glitches with this new update. listening to music every day is a big part of our lives. Kind of shocked that there is not a workaround. Yet 

Update coming likely in the next 12-48 Hours. Hopefully with queue functions and with it return of playlists. 
 

Do you have access to the desktop app? You could check there to see if the playlists are there

Thanks Bumper. I do have a Mac and the playlists definitely show up there. But that is upstairs and 95% of the time I use my iPad downstairs to control Sonos.

Sonosphone works!!!!  Thank you Rusty!!!!!!!!

Userlevel 6
Badge +4

I've not tried ‘sonosphone,’ but it may be the only option at this point. The word from Sonos is this absolutely unhelpful statement concerning playlists:

Sonos app version 80.0
This feature is not currently available in the Sonos app for iOS or Android, but it will return in a future update.

So there ya go, folks. I’m sure that inspires much confidence. 

Userlevel 1
Badge +1

I’m only posting here because that appears to be the only way to ‘subscribe’ to a thread.

Go to the app store and for $3.99 download the “sonosphone” app.  You can instantly retrieve your entire sonos library and play it all on your sonos system.  This works similar to the s1 app.  Works great for me.

Didn’t find my playlists

I have written here before and had essentially given up on any solution from SONOS regarding the problem with the app.  I have had SONOS for years and have had to create both a S1 and S2 system to run my older hardware and the new.  If you have Apple products … I have found two apps in the App store that have solved all my problems and then some.  Sonopad for iPad and Sonophone for iPhone.  These apps are very inexpensive and do all the basic actions needed to listen to your music hard drives or streamed. It does not offer the speaker tuning action contained in the SONOS app.This one app will control and interact with both older and newer systems.  I no longer have to run an S1 and S2 separate system.   It is intuitive and does NOT try to sell you anything.  I doubt I will ever switch back to the SONOS app in any form.  In my opinion this app is what SONOS should have done.  It is beautiful.  I noted that my S1 and S2 playlists were all listed in this one app.  Album art, if that is important to you, is much better displayed.  The author, Stefan Hansel, even has an email link to him in the app for communication re. any difficulties.

I join the long list of unhappy customers who miss the personalized features like our own playlists and easy navigation of previous app.  Go back and get it right before releasing new apps.  This is irresponsible and unprofessional.  This behaviour takes Sonos’ customers for granted.  We are committed to Sonos because of our investment in their speakers.  It ‘has’ been very good up to the release of this new app which has made us frustrated and we’ve spent too much of our valuable time trying to learn and adapt to these new changes and searching - without success - for the previous features we knew and liked because it allowed us to personalize our listening experience.  This is a learning opportunity for Sonos - who keep sending too many messages about how ‘great’ they are and promoting their ‘new products’.  This doesn’t inspire loyalty or confidence in Sonos.  Please speed up future releases to ‘get back to where you were’ before adding new superficial changes that actually diminish the experience and waste my time and reduce the quality of my listening experience. 

Horrible horrible thing! The previous version of the app had its flaws- it would not always work properly. But with this new version all over the years carefully created sonos-playlists seem to be lost! I could not figure out how to make new playlists.
What a nightmare. Instead I get lots of advertisements that are really annoying for an app that I have payed thousands of dollars for buying the hardware. It‘s a shame!

Horrible horrible thing! The previous version of the app had its flaws- it would not always work properly. But with this new version all over the years carefully created sonos-playlists seem to be lost! I could not figure out how to make new playlists.
What a nightmare. Instead I get lots of advertisements that are really annoying for an app that I have payed thousands of dollars for buying the hardware. It‘s a shame!

J.O.L …….

iI could not agree more.   The update was (is)  a disaster. I hope a few software “ engineers” are on the street along with  all the advertisers!

Playlists in the previous release was glitchy… sometimes missing and sometimes would just pop up. I suppose that was a prelude to this absolute garbage app release in June 2024. Outside of playlists discontinued, the app itself is unusable. So many broken and missing features, and more attention in forcing customers to 3rd party apps and subscriptions. No way to customize the home screen to hide or minimize all of the ad garbage. 

I have $2K in equipment outside surrounding the pool that are now dead. The Sonos connect amp just drops the signal now within a few seconds of playing, and fails to reconnect. I never had any issues before this release.

Grouping speakers is frustrating, and Sonos removed the ability to control volume except of a glitchy slider that has an insane delay. Even when grouped, I now have speakers that randomly drop out of the group.

The user interface is so counter-intuitive that I can’t believe it was created by Sonos at all. Impossible to find anything, and my own library is so complicated to search or create a queue that I just resort to playing one of our subscription services. I believe this is what Sonos wants everyone to do going forward. I also saw a report that Sonos is now selling customer information, likely they are in bed with all of these services and it is pillow talk for them all. 

I saw the list of updates that are coming, and it doesn’t seem as though Sonos is listening to their customers. Don’t release any more products until the ones that you have work. Like basic functionality work! They stay connected, you can search find and play the music that you want, and the volume and speaker grouping works. Your stock continues to tank Sonos, and this is why. Consumer confidence is low. You continue to screw people that have significant investments in your products, so why would people continue to throw good money after bad?

Roll back to the app that works, for the love of all things. This path that Sonos has chosen is a cliff.

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