Music library access denied under S2

Reboot the computer? 

What OS is this music library on? Do you have any pending updates to the OS? When you updated to S2, did you download firectly from Sonos, or somewhere else? Which version of the S2 controller are you running? Can you submit a diagnostic (although I do share your assessment, without the SonosLibraryService running, it’s unlikely to connect to your library)? 

Oh, any firewalls, VPNs, or other blocking apps that might be running?

Restart the PC (I assume its a PC?), if SonosLibraryService is still not running, look at the newest sonoslog files at C:\ProgramData\SonosV2,_Inc\runtime

I’m running Sonos on a PC under Windows 10.  All MS updates have been accepted.  My firewall is Norton, though some bit of the Windows firewall also is active.

I downloaded S2 directly from sonos.com (in fact, I’ve done that 4 times, and always get the Error 1920: Service SonosLibraryService failed to start).  I’m suspicious that there may be some problem in that service contained in the current download package, since no other services seem to be affected.

I’ve restarted the PC several times, also, but with no change in the issue.

The S2 exe version appears to be 6.0.0.34230.  The SonosLibraryService exe version appears to be 1.0.0.0.

To controlav:  What am I to look for on the log files?  Also, I don’t have a ProgramData folder on my C: drive.  The Sonos files are stored under Program Files (x86), but I don’t see any folder with the _Inc\runtime designation.

c:\ProgramData is a hidden directory (just type the path into the Run dialog). I always run with “show hidden files” so I didn’t realize that. If you load the newest log file into Notepad, you should hopefully see some “ok” stuff and some “error” stuff. That might give us a clue.

Or you can call Sonos and they will I assume be able to interpret that error file for you.

If I was a betting man I would hazard a guess its Norton that is blocking things, because that is its whole purpose after all.

We’ve made all the changes to the Norton firewall that Sonos support recommended, but that hasn’t helped.  Besides, why would Norton block access to starting just one of the system services?  What’s different about this one?

I found the hidden log files for Program Data, but I don’t really understand the contents. 

For service start failures, the Event Log is the other place to look. However that is also hard for non-technical users to read, so I would suggest you call Sonos who can interpret that.

Hey guys,

I agree with @controlav that the issue likely is Norton blocking sonoslibraryservice.exe from starting. Norton may be running heuristics analysis on system services and thinks that this one is doing something unusual so is preventing it from running. 

In most cases, simply whitelisting sonos.exe and sonoslibraryservice.exe should get it running again. You may need to reboot your PC after making those changes for it to kick into effect.

Let us know how you get on.

@controlav 

OK, so I’ve captured the latest Sonos log file from ProgramData, as you suggested.  Where can I send it for someone knowledgeable to interpret?

You can try Sonos support, or you can PM it to me and I’ll take a look.