Contributor I

Question

Content missing from Music Library

Forum|Forum|1 year ago
December 27, 2024
28 replies
757 views

My Sonos was linked to a large Apple Music library on my computer and working more or less perfectly up until a little more than a week ago. That’s when I realized that a lot of content went missing as I tried to play Christmas music.

A text chat with a technician verified that over 2/3 of my Apple Music files were no longer in my Sonos Music Library. He had me clear the folder path in Music Library Settings and reattach my Music folder. That brought the number of files down to 1/5th of my Apple Music files.

A call with a technician had the process repeated but this time with the technician handling the process through screen sharing. He got off the call before the Music Library was fully indexed, confident that this would solve my issue. It didn't- the number of files missing remained the same.

A second call with a technician had his repeat the exact same process, but this time stay on the phone. When nothing changed, he suggested we do it again and when I politely suggested we try something else, my call was dropped.

I’m at a loss- is there something else I can try or someone else I can turn to?

To clarify, the Apple Music library is 228GB, mostly AAC files and all in the same folder. Everything was accessible until about a week ago.

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Maxim MAuthor

Contributor I

Good morning, Corry.

I can't tell if the indexing stops at the same point with ethernet- what I was trying before was to index a test folder with my entire library that a tech support suggested I create. That indexing gave me the error message after roughly 20-23 minutes and no files were uploaded; yesterday I went back to trying to index my music library folder- after 18 minutes, the process stopped without an error message and with what seems like 4800 files uploaded. (I assume that number because that was what had been uploaded in previous attempts with my main music library folder.)

I’m pretty certain that my entire library was available several weeks ago- I can't be a 100% sure, but I listen to a lot of music and I had no trouble finding any of it up until about three weeks ago.

Your hypothesis about the problematic character is possible, but I don't think it’s the culprit.

Corry P

Sonos Staff

Hi @Maxim M

I took a look at your case to see if there was anything in the notes that might give me a Eureka moment, but it did not happen.

I see that you were offered a call appointment with a Level 2 technician, however - that really is the best way to move forward at this point. I hope they are able to help you.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

Q

Quadpus

Lyricist II

Hi @Quadpus

If you were being affected by this same issue, I don’t think you would have seemingly random letters missing - it would be every item after a point that would be missing. For example, you’d have A-K, then L-Z missing.

If @Stanley_4’s post does not answer this, it may be an issue with missing metadata on your tracks from artists starting with those letters.

I recommend you get in touch with our technical support team who have tools at their disposal that will allow them to give you advice specific to your Sonos system and what it reports.

I hope this helps.

Thx, will probably do this. I checked a folder and all the metadata seems to be present. My library is BIG!

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Maxim MAuthor

Contributor I

Wanted to update this thread in case some useful information might be passed on to others.

I was supposed to have a call with a Level 2 Sonos technical support person yesterday, but they called twice and twice the call was dropped before the conversation could start.

Since I had cleared an hour for this call, I decided to do what I had been reluctant to try- update my sonos library in batches. So I made a new test folder and copied over all the A artists, then indexed the Sonos library. Same with the B artists, etc. I got all the way to the D artists in this way, 715 folders plus various random names from Compilations.

I did notice that there was some artists that didn't make the upload- for some reason a lot of artists in the Comedy genre were excluded. Also, some special characters seemed problematic, like Beyoncé but not Björk. Parentheses in the titles seemed to get excluded too, but not all the time. Weird.

In any case, this morning, I noticed that the Sonos desktop app was weird- certain things were grayed out, then the artist folders all disappeared. I uninstalled and reinstalled the app and all the work I did yesterday was gone.

I’m taking a resigned approach to this and hoping the next scheduled Level 2 tech call will sort it out.

Q

Quadpus

Lyricist II

My folder E (which I checked) contains some Japanese title tracks, but I expect them to be also in folders that are being shown in the Sonos app. My library contains 93344 tracks btw

i’m curious though, if only 1 track contains strange metadata or is missing then, is the complete folder invisible?

MoPac

Headliner III

I did notice that there was some artists that didn't make the upload- for some reason a lot of artists in the Comedy genre were excluded. Also, some special characters seemed problematic, like Beyoncé but not Björk. Parentheses in the titles seemed to get excluded too, but not all the time. Weird.

I have had issues with some apostrophe characters as in the Beyoncé name, but this did not cause a stoppage of an index. The tracks with the apostrophe issue would show as indexed but would not play. The fix was to replace the guilty apostrophe with the one on my computer keyboard.

At any rate if nothing showed in a diagnostic log of the index then maybe it’s not an illegal character causing the stoppage. Would be nice to have access to an index log to see where the stoppage occurs.

Of course if all was well a few weeks ago then none of this conjecture makes any sense.

Corry P

Sonos Staff

Hi @Maxim M

Thanks for the update! If you successfully get through to L2, please be sure to report your findings.

I have also just now shared your post with an engineer colleague - it definitely gives us something to look into. Thank you!

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

M

Maxim MAuthor

Contributor I

I can't say for certain, but I believe so.

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