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User197428
Contributor I
December 9, 2020
Answered

Apple Music - uploaded tracks problem

I’ve added Apple Music to the Music services in the Sonos app but in some headings in My Music such as albums I get the dreaded message “we’ve run into a problem”. This is for my own Music that I’ve downloaded to Apple Music. Strangely most songs show under Songs, with some greyed out, but no albums show and I get the error message.  Playlists direct from Apple Music display and play ok. I’ve tried re-authorising Apple Music, removing it and restarting the iPhone as per other posts on this. None works. I’ve contacted both Sonos and Apple. Each blames the other and can’t offer a solution. It happens on all devices - iOS, macOS and Windows. 
 

Has anyone got any other solutions please? Thanks

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Simon B
Simon BAnswer
Retired Sonos Staff
December 17, 2020

Hi there @User197428, thanks for the update and the information that you provided. It’s clear that you’ve tried most of the troubleshooting steps that is necessary. For further assistance, I'll ask you to kindly contact our phone support team for further assistance and more in-depth troubleshooting steps. They will request a screen share or remote access to your device controllers that you’re using to check what is causing this issue on your Apple Music and provide additional steps and options to resolve this issue. 

Keep us posted on how it goes and we're here to answer any further questions you have.

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17 replies

Simon B
Simon B
Retired Sonos Staff
December 11, 2020

Hi @User197428, Thanks for reaching out, and welcome to the community. Sorry to hear about this issue on your Apple Music service on Sonos not working, so that we can have a better look at the current status of your Sonos and music service system, I’ll ask you to submit a diagnostic report to investigate further what could be causing this issue. You may reply to the thread with the confirmation number to assist you with this issue.  

Let us know how it goes and we're here to answer any further questions you have.

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User197428Author
Contributor I
December 11, 2020

Hi. Thanks for the reply. My diagnostic number is 10204702

Simon B
Simon B
Retired Sonos Staff
December 12, 2020

Hi @User197428, thanks for the update and for sending a diagnostic report of your Sonos system, upon checking the report, it shows that your Apple Music is added successfully to your Sonos system. I’ll ask some questions to further check on this issue. 

  • Have you tried it on another device controller where you have the Sonos App if the same issue occurs?
  • Have you tried to update your Apple music library and playlists to check if it will still give you the error message?

Answers to these questions will help us check further on this issue

Let us know how it goes and we're here to answer any further questions you have.

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User197428Author
Contributor I
December 12, 2020

Hi. The problem exists on all devices, including macOS, iPadOS, iOS and Windows 10 systems. All operating states and apps are up to date. My Apple Music library is also up to date but I’ll do it again

Simon B
Simon B
Retired Sonos Staff
December 12, 2020

Hi @User197428, thanks for the update and the information that you gave, If it persists after updating your library, please do not hesitate to contact us.

Keep us posted on how it goes and we're here to answer any further questions you have.

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User197428Author
Contributor I
December 12, 2020

I’ve re synced my library and it’s still the same

User197428Author
Contributor I
December 14, 2020

I refreshed the Apple iCloud music library on my Mac and now some, a minority, albums show under recently added in the Sonos app.  But no albums show under Albums in the Sonos app for the Apple Music service and no artists! 

User197428Author
Contributor I
December 15, 2020

I seem to have lost any Sonos support in this thread 🤷🏼

Simon B
Simon BAnswer
Retired Sonos Staff
December 17, 2020

Hi there @User197428, thanks for the update and the information that you provided. It’s clear that you’ve tried most of the troubleshooting steps that is necessary. For further assistance, I'll ask you to kindly contact our phone support team for further assistance and more in-depth troubleshooting steps. They will request a screen share or remote access to your device controllers that you’re using to check what is causing this issue on your Apple Music and provide additional steps and options to resolve this issue. 

Keep us posted on how it goes and we're here to answer any further questions you have.

Help others find useful content by clicking the like button and selecting the best answer to your question
User197428Author
Contributor I
December 17, 2020

Thanks. However, I phoned last week and your adviser tried but eventually could not help with a solution and ended up saying it must be Apple’s fault. I then phoned Apple - they say it is Sonos! I’m stuck in the middle

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