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orlie214
Contributor I
September 21, 2023
Answered

After 15.8.1 upgrade, all music services disappeared.

  • September 21, 2023
  • 69 replies
  • 12353 views

I have just updated the software to 15.8.1 as it requires update to my Sonos Roam and then after the update, all music services disappeared and even my NAS musics are unplayable.

 

Moderator note: We updated this article in October 2023 with new information below.

This behavior was due to a Sonos cloud outage at that time that is now resolved. Therefore we closed this topic.

 

 

    This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.
    Best answer by Jamie A

    Hi @orlie214 et al,

    Thank you for all the reports, these have been forwarded to the relevant team and we're looking into what has caused this, but there is a cloud outage that occurred during the latest update. You can follow the progress of this on our status page.

    For now, there are a few solutions that I have seen the community and our engineers suggest to bring music services back to your Sonos system, these are:

    • Checking for updates in the Sonos-app (even if you have no updates available), as this will pull a new music service catalog.
    • Rebooting any device within your Sonos system
    • Uninstalling and Re-installing the Sonos app

    If you’re still unable to see any music services after trying the options above, I would suggest reaching out to our support team for further assistance, as they have the necessary tools to troubleshoot this issue with your further.

    I hope this information helps!

     

    69 replies

    Show previous replies
    Ball1
    Lyricist I
    September 21, 2023

    Same for me nothing working. Restarted everything re downloaded app and still no joy. Come on Sonos what is going on ? 

    Flyspirit
    Flyspirit
    Contributor I
    September 21, 2023

    Finally back…. few minutes after I rebooted everything

      johnrvd
      Lyricist I
      September 21, 2023

      Had the same issue. Powering off and on one of the Sonos devices fixed it for me. 

        Bucat
        Lyricist I
        September 21, 2023

        We use Sonos for white noise in the baby’s room.  Lost that in the middle of the night and couldn’t get it back.  Had a nice sleepless night with a restless baby 😀

        BazDunk
        Lyricist I
        September 21, 2023

        OK, folks what seems to fix it, but sounds daft to me is, log into the app on a PC\Laptop and woe and behold the music services before the update are there. I played a service on my Roam, then I went into my Android app and the services had returned, also the search for other services were available.....give it a try if you have PC\Laptop app 😂

        The_Core
        Lyricist I
        September 21, 2023

        Same issue. Turned off all Sonos devices and phone, then back on and everything back to normal

          orlie214Author
          Contributor I
          September 21, 2023

          Same problem here. No services as from this morning, last night everything worked fine. 

          Rebooting router didn't work and reinstalling the S2 controller also didn't work but after unplugging one of the speakers and plugging it back in everything seems to work as usual and all services are back in the controller. 

          Thanks mate. This works for me. Just killed IOS Sonos app, turned on my Sonos Roam till it’s connected to my network then launch IOS Sonos app and voila, all the music services are back. 😊

            ITC73
            Lyricist I
            September 21, 2023

            Do SONOS not test these updates before rolling them out? Almost every time there’s an update I have system issues after 🤦🏻‍♂️

             

            on this occasion, this has worked for me:

            • deleted app and reinstalled
            • rebooted phone
            • unplugged 1 speaker and plugged it in again.

            all good now!

            but why??? 🤦🏻‍♂️

             

              Jamie A
              Jamie AAnswer
              Sonos Staff
              September 21, 2023

              Hi @orlie214 et al,

              Thank you for all the reports, these have been forwarded to the relevant team and we're looking into what has caused this, but there is a cloud outage that occurred during the latest update. You can follow the progress of this on our status page.

              For now, there are a few solutions that I have seen the community and our engineers suggest to bring music services back to your Sonos system, these are:

              • Checking for updates in the Sonos-app (even if you have no updates available), as this will pull a new music service catalog.
              • Rebooting any device within your Sonos system
              • Uninstalling and Re-installing the Sonos app

              If you’re still unable to see any music services after trying the options above, I would suggest reaching out to our support team for further assistance, as they have the necessary tools to troubleshoot this issue with your further.

              I hope this information helps!

               

                Decman
                Lyricist I
                September 21, 2023

                Same here. All music services lost with exception of TuneIn. Alarm was chiming. Unplugged one speaker as others suggested and updated app. All came back. 

                Checked update again and message to say a new update available. 

                Thankfully now fully functional. No message from Sonos as yet to advise of the issue.

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