Unable to add music library to Sonos Controller

Hello, I have the same problem. It started a few days ago out of the blue. I checked the firewall and tried reebooting the router, but I still get the same error. Can you help? Thanks.

Hi CG67RMTBW,

I'd be happy to help. Please try playing some music and then send in a diagnostic report and reply with the confirmation number.

Hi Jeff, thanks for coming back to me. I just submitted diagnostics ref. 7285097. Note that yesterday, after emailing my query, I restarted my machine and Sonos started working! I was soooo happy! But then today... same problem again. Soooo frustrating.

Hi CG67RMTBW, I took a look at the latest diagnostic and once again the router is handing out wrong address information for the Mac. The specific IP address that we’re seeing has been discussed before in the BT forums

One workaround you can try is described here. You can add a static IP address so the router always hands out the same internal IP address to the Mac. This won't ensure the problem is solved, but will improve the chances of Sonos finding the Mac based on the name and IP address.

Either way, you might wish to give your ISP a call to get the router properly reconfigured. Let us know how things turn out.

Hi Nico, thank you very much for your help. I had a hard time following your instructions though, easy as they are. The trouble is that I'm really not an expert and English is not my mother tongue, so I'm not sure I'm doing the right thing.

I had a look at BT forum but I didn't understand anything to be honest. Does it mean that the IP showing on BT Hub/Settings/Advanced settings screen is not the right one? If so, how do I find out what the right one is?

Anyway I followed the workaround described on the second link and clicked on yes/apply to add a static IP address, then I rebooted my Mac. Sonos was not working. I changed it again to a non static IP address but Sonos is not working either.

I can try to call BT. Can you help me suggesting what exactly I should ask them?
Thanks

Hello, I have a similar issue. I just set up my Play 5 and everything seemed to be working fine except when I tried to upload my iTunes library via the desktop controller. It says that it is indexing for several minutes, but when it's finished, nothing has uploaded. There is also no error message. I've tried all of the trouble shooting suggestions (file sharing on Mac, Firewall, etc.), but nothing seems to work. Please help?

Here is my diagnostic #: 7301028

Similar thing: the Sonos app on my Mac isn't able to read my music collection stored locally. First to the question "Where is the music you'd like to play on Sonos?" I choose "In my Music Folder", then enter my admin password, then get "Sonos was unable to add the music folder - authorization failed". Not much detail. I tried "in another location" and manually specifying my music folder, but same thing.

So I did diagnostics. "Your confirmation number is: 7313520". Hope you can help!

Hi Nico,
just to let you konw that my Play1 has been working ok in the past few days... without me doing anything. Basically it works randomly. I forgot to tell you that when I carried out the workaround to give it a static IP, it couldn't find my music library anymore and it wouldn't let me add a music folder – same as nooshsf.
Can you suggest what exactly I should ask BT, please? Thank you very much.

Hi Guys

Nooshsf ->

Could you submit a Diagnostic within a few minutes of getting the error, i.e. try and add the library, wait for the error and then submit the Diagnostic

Thanks


CG67RMTBW ->

I can see the error that caused the music to stop that was playing from the computer, the computer was being associated with a public IP address outside of your network, this results in the Sonos speaker not being able to connect to the computer.

This is caused by BT's "Web address Help" service which is currently running on your internet connection, it was something that BT turned on last year, to "assist" you in using the internet, so when you type in an erroneous web address, rather than the browser giving you a "404 error the website can't be found" the browser is directed to a BT web address page, suggesting sponsored alternative web sites and offering you to search for the web site you were trying to connect to, basically it earns BT money through advertising.

When they turned it on, they opted everyone in by default and you need to manually opt out ( a bit cheeeky).

To do this go to http://preferences.webaddresshelp.bt.com/selfcare/ then click on BT Web address preferences and Opt out, then reboot your router. This will stop you computer getting a public ip address which causes the computer to be in accessible on the local network from other devices.

I hope this makes sense.

Edge17 ->

Welcome to the Community!

The diagnostic indicates that you have 36000 tracks that have been indexed from your itunes library.

To confirm on the music source menu in the sonos application, do you not see "music library" under "Sonos favorites" on the the column on the right hand side ( on the mac)?

Many thanks

Hi Matt - OK, I just did it, and the diagnostic is number 7322639. But I hope you saw that I did it the first time and got number 7313520. I hope you can solve this. Thanks!

Hi Matt,

So the music is showing up on the app on my phone, but it is still not showing up on my Sonos desktop application. When I click on "Music Library," it says "You haven't added any music to your Sonos system yet."

Any advice on what to do next?

Thank you!