Contributor I

Libby - “unable to browse music”

Forum|Forum|6 years ago
May 4, 2020
54 replies
3799 views

I’ve been trying to install the Libby service for the last 24 hours with a consistent issue: I kept getting the error message, “unable to browse music.” I keep removing and reading, giving it awhile, then checking. Same result. Any ideas? I’ve tried to unplug speakers and plug back in.

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Airgetlam

I’d try a reboot of your router, followed by a reboot of your speakers. But if that doesn’t work, I would recommend that you submit a system diagnostic within 10 minutes of experiencing this issue, and contact Sonos Support to discuss it.

I usually suggest the phone folks, they have more tools available, and are available Monday through Friday during business hours. Twitter support folks are available 24/7.

There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.

Bruce

W

wm4shellfishAuthor

Contributor I

Yep, I’d done those things, as has been suggest on numerous other posts, and it doesn’t solve the issue. Guess I’ll have to try to call, unless anyone has a better option...

T

THA

Lyricist II

I spent about 2-3 hours on the phone with Sonos customer service last night to resolve this issue. They had me reboot my Wifi and speakers several times… uninstall and reinstall both Sonos and Libby apps… Unpair and re-pair Sonos and Libby apps… Nothing has changed the error message: “unable to browse music.”

I got this follow-up email today, which makes me think that if you’re having this problem, you should call them, because they’re not aware that it’s a widespread issue:

Hello Tamar,

My name is Matthew. I'm a supervisor on the Sonos Customer Experience team.

We don't have test accounts for the Libby by Overdrive service, so I can't test right now if the issue is isolated only to you. I tried creating an account of my own, but none of our local libraries are using that service.

I can see the error in the logs of the Sonos app. The Sonos app is receiving a very generic error from the server managing the content. The Sonos app can't even get to the point where it tells the speaker to play, because the app is unable to access the data from wherever it is hosted.

There are more than 80 services that can play to Sonos. I'm going to have to find out internally what kind of visibility we have into this service, and what contact, if any, we have with the company that provides it.

Matthew G

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alisonandjonpetersen

Lyricist I

We are getting this error too ever since the new app came out. Libby can’t connect using either Sonos1 or new Sonos app.

T

THA

Lyricist II

Please complain directly to both Sonos and Libby! They need to know that this is a widespread problem.

B

bfeley

Lyricist I

Same issue here, too.

S

SquashTime

Lyricist III

I have the same problem. I’m reluctant to call Sonos and spend 2 or 3 hours with them as I find they are often going on a script and it’s a circular experience if they don’t know the answer.

Has anyone found a solution?

Thanks!