Libby - “unable to browse music”

I did get this message from the support people at Overdrive (support@overdrive.com) 8 days ago after doing a round-about again where they told me to talk to Sonos support and I mentioned this thread here:

“I'm sorry for the trouble you're having. I believe the issue is on our end. I'm investigating this issue, and I'll let you know as soon as I have more information. 

Thanks for your patience!

Best,
Conner
OverDrive Technical Support”

I wonder if it be possible for someone from Sonos support to talk to the people at Overdrive and post an update here so we don’t waste anymore time than is necessary? I tried including both on my emails to support and that gets me nowhere. 

btw, I only have one library card. I reauthorized it multiple times within Sonos. I also completely deleted the Libby app (why not?), and reinstalled it and reauthorized it yet again. Didn’t help me. I also reset my router, turned off all my Sonos devices (see above).

Those of you who are also having this trouble may also wish to contact the Overdrive support people, if you haven’t already: support@overdrive.com - just to let them know about the scope of the issue. 

I would like to second the request that someone (perhaps you, @Rowena B. ?) at Sonos needs to connect with the folks at Overdrive.

For all of you following along, I have multiple library cards spanning different libraries on my Libby account. I resolved the issue (sort of...) a couple days ago, as I did in the spring, by removing the cards one by one until my Libby had zero cards -- then adding them back in. When I did this in the spring, I was able to add back almost all of the cards before it jammed up again; two days ago, I was only able to add back one library before getting stuck again. I add back one card in the Libby app, then go check the Sonos app to see if my audiobooks are appearing.

Given that the issue has been the exact same, and solved the same way both times, that seems like maybe a lead…? Could other people who’ve had this issue try removing your cards and adding them back. Maybe, if other folks get the same result, Sonos and Libby can finally figure out what’s happening. @MMMWWW @Sbridgeo @SquashTime @bfeley @THA 

Same issue here. Doesn’t sound like it’s worth calling Sonos. I will try removing Libbey and adding back on. 

@bcstahl01 To be clear, what worked for me was removing MY LIBRARY CARDS WITHIN THE LIBBY APP, and then ADDING THEM BACK IN WITHIN THE LIBBY APP. Not removing and readding the app itself. Just wanted to clarify—thanks!

@wm4shellfish This is what I have done too - removed cards > restarted Sonos App > added Libbey App in Sonos > Added back card. I still get the “Unable to Browse Music Error” :( Thanks anyway.

Just chiming into say that I’ve been trying to get Sonos and Overdrive to help me since May.  Every few months I email customer support from both companies and I get a generic email telling me they still haven’t worked out the problem. I’ve never once been able to play Libby content through my Sonos speakers, although I’ve paired/unpaired, uplugged/rebooted endlessly, and spent many hours on the phone with customer service. “Unable to browse music.” I have tried library cards from multiple library systems to no avail. “Unable to browse music.” Meanwhile I spent all this money on Sonos speakers and they can’t do the MAIN THING I WANTED THEM FOR, which is to play audiobooks for my kids.

FYI!

It’s working for me again! :)

However, I don’t think it’s due to anything I did. I was away from home for a few days and when I came back and tried it, it worked. 

Before that, as part of my troubleshooting, I had: restarted my router, removed *everything* from *everything* I could think of - library card from Libby account, Libby app from my phone, Libby service from Sonos, and I refreshed my connection to Libby from within Sonos (I can’t remember quite what that’s called) and tried again after each and it still didn’t work. I got a message from “Connor” (Overdrive tech support) saying they were still working on it about a week ago. 

I’m trying to be complete in sharing what I tried because I really think nothing I did or could do fixed it - I think it was an Overdrive problem and they fixed it. It would be nice if they said something, though. I’ll ask Connor. 

YES it is now working for me as well!!! It only took 6 months, but I got this email from "Owen" at Overdrive today:

Our development team's put some Sonos compatibility changes in place based on the details you've shared and the logs they've found. Can you try playing Libby audiobooks through via Sonos once more and see what happens?

Please share the outcome and, if it's unexpected/still misbehaving, provide as much detail as you can.

Thanks for sticking it out with us! I really appreciate your help and patience.

---------

Woohoo!!!!

Happy to hear that some of you have had success.  I’ve undergone all of the time consuming troubleshooting efforts that many of you have experienced in detail.  I’m still getting the “unable to browse music” response in the Sonos app.  Ugh. Sigh…...

I’ve been having this problem for the last month. It sounds like it eventually (6 months later) started working and not because of a specific step taken, is that correct? I have many books on hold that I put on hold in December and are 3 weeks away now, so disconnecting my library card is not something I want to do.