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m1maj
Contributor II
July 6, 2020
Question

Apple Music content is missing from Albums.

A couple of days ago I went to play an album from my Apple Music library though my Sonos Connect, and could not find it. Looking more closely, I noticed that the “Albums” menu item only contains a tiny fraction of my music library - almost everything is missing. “Recently Added” and “Playlists” both look OK, but “Albums” is bad. I see the same on several controllers: Windows, Mac, iPhone, iPad are all the same.

Moreover, in the Windows application, when I visit “Albums”, I can browse it for a short time, and then the application terminates (the window just closes with no error message).

My library looks perfectly fine in iTunes and the native Apple Music app.

I left it a few days in case it was a transient effect but it persists.

I have tried removing the Apple Music service from my system and reconnecting it afresh, but this does not help.

I probably need a Sonos support case for this but the web site suggests that I try the forum first. I generated diagnostics 641008197 in case it helps anybody.

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    m1majAuthor
    Contributor II
    July 31, 2020

    Sonos never sort any content, the order of items is entirely determined by the music service provider.

     

    Be that as it may, the Sonos Windows application is also crashing out. I don’t see how Apple can be responsible for that. If it gets bad data from Apple, the app should give an error message and let you continue doing something else. It shouldn’t just terminate.

    controlav
    controlav
    Lead Maestro
    July 31, 2020

     

    Be that as it may, the Sonos Windows application is also crashing out. I don’t see how Apple can be responsible for that. If it gets bad data from Apple, the app should give an error message and let you continue doing something else. It shouldn’t just terminate.

    For sure, though I don’t see that issue myself.

    Author of the leading independent Sonos apps for Android, MacOS, iOS, Windows and Xbox.
    Paul A
    Paul A
    Retired Sonos Staff
    July 31, 2020

    Hi @m1maj.

    Thanks for the detailed and immediate response.

    If the crashing issue is not by any means related to Apple music, I would suggest removing Apple music as a music service from the Sonos app and test using other music services to see if the Sonos app still crashes. If it does, I would recommend uninstalling the Sonos app and download the Sonos app directly from our website through this link. Once the Sonos app has been re-installed, try to test if it still crashes. 

    Please let us know how it goes. We are always here to help out.

    Thanks,

    Help others find useful content by clicking the like button and selecting the best answer to your question
    auricom
    auricom
    Lyricist I
    August 1, 2020

    I’ve also started experiencing this recently, and I’m a little relieved to find this thread — but disappointed that there isn’t a resolution yet. This must not be a widespread problem?

    My Apple Music library has about 600 albums. In the Sonos app, I’m only seeing 7 albums.

    The other categories (artists, songs, playlists) look correct, but the albums list is totally broken.

    Paul A
    Paul A
    Retired Sonos Staff
    August 1, 2020

    Hi @auricom.

    Welcome to the Sonos community and thanks for reaching out to us.

    upon checking out internal articles about this issue, I came across the following recommendations.

    • I recommend to use search for the particular Album within Apple Music-> My Music -> on Sonos.
    • You should then see the respective Album in their library and be able to play it.
    • I would recommend subscribing to this thread for future updates from Sonos.

    Just to set your expectation, I will be more than happy to report this to our engineering team for collation. Please keep an eye out on this thread for updates regarding possible resolution or fix to the problem.

    Please let me know if you still have further issues or concerns. We are always here to help.

    Thanks,

    Help others find useful content by clicking the like button and selecting the best answer to your question
    nleach42
    Contributor I
    August 2, 2020

    I have the same problem with albums downloaded in Apple Music missing from within the Sonos app. This was not an issue with the old app. It happened immediately when I switched to the new app.

    pjvent777
    Avid Contributor I
    August 3, 2020

    I’m experiencing the same issue, as well.

    Paul A
    Paul A
    Retired Sonos Staff
    August 3, 2020

    Hi @nleach42 

    Welcome to the Sonos community and thanks for reaching out to us.

    upon checking out internal articles about this issue, I came across the following recommendations.

    • I recommend to use search for the particular Album within Apple Music-> My Music -> on Sonos.
    • You should then see the respective Album in their library and be able to play it.
    • I would recommend subscribing to this thread for future updates from Sonos.

    Just to set your expectation, this issue has already been reported to our engineering team for collation and they are still currently working on this. Please keep an eye out on this thread for updates regarding possible resolution or fix to the problem.

    Please let me know if you still have further issues or concerns. We are always here to help.

    Thanks,

    Help others find useful content by clicking the like button and selecting the best answer to your question
    Paul A
    Paul A
    Retired Sonos Staff
    August 3, 2020

    HI @pjvent777.

    Welcome to the Sonos community and thanks for reaching out to us.

    upon checking out internal articles about this issue, I came across the following recommendations.

    • I recommend to use search for the particular Album within Apple Music-> My Music -> on Sonos.
    • You should then see the respective Album in their library and be able to play it.
    • I would recommend subscribing to this thread for future updates from Sonos.

    Just to set your expectation, this issue has already been reported to our engineering team for collation and they are still currently working on this. Please keep an eye out on this thread for updates regarding possible resolution or fix to the problem.

    Please let me know if you still have further issues or concerns. We are always here to help.

    Thanks,

    Help others find useful content by clicking the like button and selecting the best answer to your question
    danielmc45
    Contributor I
    August 5, 2020

    It’s now a month since this defect was identified.  Could we please have an update with timing for a fix. This is a significant defect affecting the way users access Apple Music albums. Work arounds are not, after this time, a sufficient response. Please let us know what is being done to fix it (and please don’t just remind us to keep an eye on this thread for updates - positive information please).  Thank you!

     

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