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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

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    Jimcbo
    Lyricist I
    September 21, 2023

    Same, no Spotify, no radio, no Storytel. Reset didnt help. 

    ratty
    ratty
    September 21, 2023

    Same, no Spotify, no radio, no Storytel. Reset didnt help. 

    Did you actually read the pinned best answer?

    Godders137
    Lyricist I
    September 21, 2023

    Yes same issue here. These sort of 'glitches' seem fairly regular and immensely frustrating. To be honest if I hadn't invested so much in the speakers over the years I would throw the lot in the bin. I accept software goes wrong but the user interface is just appalling and when there's a problem it just sits there. Ooh uninstall reinstall and all that faff all seems a bit like me, the paying punter, having to do all the work. Really, really not happy. 

    Ball1
    Lyricist I
    September 21, 2023

    Mine eventually worked after restarting all devices and deleting and re installing the app.

     

    Jezarius
    Lyricist I
    September 22, 2023

    I solved it in my system by turning on the Roam and updating its software. Once Roam was updated all the services appeared

    stockfast
    Lyricist I
    September 22, 2023

    Same issues here.

    Logged out and in again with no effect.

    Checked for updates in app - none found.

    Finally powered cycled one Sonos device - this solved the problem.

    Svend Heinesen
    Contributor II
    September 22, 2023

    Re checking for updates did the trick for me.

    No updates found, but the music services reappeared and are working

    Alan397
    Lyricist III
    September 23, 2023

    Same here. Not only did I lose my music services, but also all the favorites I had saved in the Sonos account.

    Even more… The trouble started yesterday when I could not airplay to my Arc and it kept requesting a password to do that. After searching the web, the only possible option I found was to reset my Arc, which also required resetting my sub, and my left and right speakers. After doing all of that, and adding them anll again, I now discover that I do not have my services or my favorites. What a fiasco! 

    106rallye
    106rallye
    September 23, 2023

    This is unfortunate indeed.  And, since lots of people seem to have at least your problem with loosing all music services, I do think Sonos could have reacted better by posting help on the status page and front page of this community or even having a pop up in the app. This would have spared al lot of people the disappointment of being surprised by their system not behaving like it should. And regular readers of this forum having to wade through a lot of posts and new threads about this (seemingly) easy to solve problem.
     

    Having said that, did you read the best answer?

    Alan397
    Lyricist III
    September 23, 2023

    I did, and I tried everything that is suggested to no avail. I was able to re-add one music service, but I would have to re-add all of them. And I have no solution for my favorites and Sonos playlists that I had created in the Sonos app over the years. This is actually the bigger problem I have. 

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