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Annazel S
Annazel SAnswer
Retired Sonos Staff
Jan 29, 2021 9:17 PM UTC

Hi folks, thanks for your patience in this. At this point, it would be best to reach out to Sonos Support so we can take a closer look at this in real-time and expedite the process. I suggest our phone team for they have more resources available on their system for advanced troubleshooting, and the tools our agents can use would be very useful in this case, there can be an advantage if they need to remote into the controller to see what's going on.

When calling, you can help us by also having a Mac or Windows computer available so we have the option to perform any hands-on troubleshooting and testing as needed.

 

​If you have any questions, please feel free to let us know.

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ManchesterMaster88
Lyricist III
Jan 29, 2021 9:19 PM UTC

Thanks @Annazel S
Really appreciate all your help - I will call your support line, fingers crossed we get a resolution!

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bfh2
Lyricist II
Jan 29, 2021 9:47 PM UTC

Yes, thank you for the advice. 

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    Ralfdav
    Lyricist II
    Jul 7, 2021 9:23 AM UTC

    What happened to this issue? I see the posts are 5 months old and I noticed the same problem today. Apple Music works flawlessly on all my Apple devices by my playlists don’t show in the Sonos app and gives this error message

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      Airgetlam
      Airgetlam
      Jul 7, 2021 2:23 PM UTC

      Have you reached out to support, as noted in the ‘answer’ post above? Or even submitted a diagnostic and posted the number here?

      There is always the possibility that the symptom you’re experiencing, while at first blush is similar, could be caused by another issue. If you submit hard data to Sonos, they may be in a better position to help you. 

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      Bruce
      Welshdoc17
      Contributor I
      Jul 11, 2021 8:41 AM UTC

      I too have this problem. Very few options showing unless searched for by name. For instance, activity playlists only shows Romance, whereas Curator Playlists is entirely empty. I don’t think this option is still supported by Apple. Seems to me the Sonos app is out of date with how Apple have rejigged Apple Music?

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      Ralfdav
      Lyricist II
      Jul 11, 2021 10:06 AM UTC

      This is clearly a problem with the Sonos app. In the My Sonos menu I can find find my Apple Playlists, but in My Music under Apple Music, I get the error message. Fix this asap, Sonos!

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      controlav
      controlav
      Lead Maestro
      Jul 11, 2021 5:03 PM UTC

      I too have this problem. Very few options showing unless searched for by name. For instance, activity playlists only shows Romance, whereas Curator Playlists is entirely empty. I don’t think this option is still supported by Apple. Seems to me the Sonos app is out of date with how Apple have rejigged Apple Music?

      The problem with only seeing the Romance playlist is unrelated to this thread and a well documented Apple problem, that they seem uninterested in fixing to date.

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      Author of the leading independent Sonos apps for Android, MacOS, iOS, Windows and Xbox.
        ssjken
        Trending Lyricist I
        May 26, 2022 3:32 AM UTC

        Was there a solution found for the missing playlists? I reached out to Sonos support on phone and they told me to call Apple… Apple then told me that it was a Sonos issue.

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        gibo1973
        Lyricist I
        Dec 18, 2022 11:25 AM UTC

        I hit this problem too and managed to solve it. I’d forgotten I’d recently deauthorized some devices when Apple told me I’d hit my limit. I’d included my phone and tablet when deauthorising (or maybe it was Sonos). Even though I had Apple Music working on my devices quite happily, Sonos seemingly still had an issue with it. I went into settings on the Sonos app then Services & Voice, selected Apple Music and I reauthorised my account this way. Now I can happily browse my library again. Hope this is useful to others

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