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BobG in NTexas
Contributor I
February 14, 2021
Answered

Music library access denied under S2

Following my upgrade to Sonos Controller S2 (to accommodate my new OneSL speaker), I can no longer access my music library.  I’ve tried deleting and re-adding it, but the add gets access denied,also.

NOTE:  When I upgraded to S2, I got an error message saying that SonosLibraryService could not be started.  I’m guessing that may be the ultimate source of my problem.  If so, what can I do to fix that issue?

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controlav
controlavAnswer
Lead Maestro
February 19, 2021

Contact Sonos, I’ve really tried here. And it will very probably be Norton.

Author of the leading independent Sonos apps for Android, MacOS, iOS, Windows and Xbox.
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BobG in NTexasAuthor
Contributor I
February 18, 2021

@contolav

Thanks for the offer.  How would I “PM” it to you?  Email?

 

@James L. 

How do I whitelist the two executables?  In Norton?  I believe there it would be called an Exception, but I’m not sure.

Airgetlam
Airgetlam
February 18, 2021

PM is Private Message. Click on your avatar at the top of this page, to the right of ‘create topic’. 
 

Click on Private Messages. From there, you can send a message directly to controlav.

Bruce
BobG in NTexasAuthor
Contributor I
February 19, 2021

@Airgetlam 

I tried to use PM but the log file is too large to be sent that way.  Any other ideas?

controlav
controlavAnswer
Lead Maestro
February 19, 2021

Contact Sonos, I’ve really tried here. And it will very probably be Norton.

Author of the leading independent Sonos apps for Android, MacOS, iOS, Windows and Xbox.
    James L.
    James L.
    Retired Community Staff
    February 19, 2021

     

    @James L.

    How do I whitelist the two executables?  In Norton?  I believe there it would be called an Exception, but I’m not sure.

    I’m not 100% sure as I don’t have very much hands-on experience with the later versions of Norton, but their FAQ suggests the following:

     

    1. In the Norton main window, click Settings.
    2. In the Settings window, click Firewall.
    3. On the Program Control tab, select the program (In this case we want sonos.exe and sonoslibraryservice.exe) that you want to allow access to the Internet.
    4. In the Access drop-down list for the program entry, click Allow.
    5. Click Apply.

     

    If these options don’t match or don’t seem to have done the trick I’d advise getting in contact with Norton support to see how you can get those exceptions added.

    Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions.
    controlav
    controlav
    Lead Maestro
    February 19, 2021

    I’m not even sure adjusting the Norton firewall is going to help. Based on the description, the service itself is failing to start, and that doesn’t have anything to do with the network. That would indicate a problem with the executable itself being blocked, or (less likely) an issue with the hidden Sonos account it requires. The Event Log would probably indicate which, as service start failures go there.

    If Norton has a big “temporarily turn everything off” switch, as Avast (that I use) does, that wold be a quicker test.

    Author of the leading independent Sonos apps for Android, MacOS, iOS, Windows and Xbox.
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