SMB 2 and 3 not working. Only SMB 1 works. S2 with 15.11 on Mac OS

Hi @nodric 

Welcome to the Sonos Community!

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 about what exactly is happening - they may not resolve it immediately, but it may be important to get things properly documented if there is an issue we need to address.

I hope this helps.

I will do that, but the limited hours and lack of email support means I have to sit and wait for the chat queue to get to me. As this is a widely known issue (just Google it or read the threads in this community) I was hoping someone had an answer by now, or that your own tech support had created a FAQ on it. This, along with the long standing update failure (the built in app update always fails necessitating downloading of the software every time - confirmed by your tech support 6 months ago as an ongoing) on Macs is suggesting a lack of support. So I am less enthused or hopeful about support being much use. Let’s see what they say. I will report back here.

This help?

Hi @nodric
I understand, but a few posts here and there on the internet do not necessarily constitute an issue that we need to address - especially when it’s not uncommon for such reports being related to software updates on third-party products. For what it’s worth, we did not re-invent the wheel - we use the Samba implementation of SMB that comes with the Linux kernel. The same implementation has no issues with other NAS drives (I, for example, use a Raspberry Pi as a NAS, and see no such issue).

I’m not sure which threads you have been looking at, but I believe the Best Answer on the following thread may be of help:

• Sonos Connect can no longer play music after Synology SMB update

If these steps do not help, getting in touch would be the best recourse.

If you start a chat and are unable to get through to an agent, the chat is assigned to a case and enters a queue to be addressed by an agent via email in time - this replaces email-only support, through which you would not receive help from our automated assistant - not that the assistant would be able to help you in this particular case, but that wouldn’t normally yet be determined at this stage.

Being able to update the app on macOS is unrelated, but it is something we are looking into - as it can only truly be tested when we release an update, however, it has so far been problematic to resolve. In addition, the percentage of our users that use desktop apps is tiny, so the priority is somewhat lower than you might hope - not great for you, I understand, but an unfortunate reality of the economics of maintaining multiple apps for multiple operating systems.

I understand your frustration, but I hope this goes some way to help.

I'm not sure if either will fix the issue but my thoughts are the first option is better as it doesn't actually replace a package with a previous one and open you up to prompts about ‘Upgrade available’ etc.

Even if it’s an issue that has evidently been acknowledged, and is 100% reproducible? 

While playback is absolutely fine at SMB2 I still have to limit the FreshTomato f/w on my Netgear R7000 to SMB1 to carry out a full indexing/reindexing. Interestingly I can remove and re-add one of the smaller shares without causing Sonos to have indigestion. 

Hi @ratty 

The thread you linked to there is tagged to a specific issue with connecting Sonos to a USB drive plugged into a router, specifically. It does seem, however, that the issue tracker has been expanded since then to include NAS drives too, which I personally was not aware of, so good call out there. I admit I was puzzled as to why only USB+router combinations were affected when the issue first came to light, so to me it makes sense that the scope has been expanded.

However, in this instance it does seem that the issue @nodric reported has more to do with the software update that Synology drives received, the consequences of which can be resolved by following the steps included in the Best Answer here, meaning, as I mentioned, that “it’s not for us to address” in this particular case.

I hope this helps.

It’s more than a few posts but, I read your answer as this:

1. It’s not a Sonos issue, it’s a Synology issue only resolvable by downgrading their firmware/software that affects their implementation of Samba SMB.
2. Desktop users are not really important to Sonos so they can sing.

My reference to the second issue was to show how slow Sonos are in addressing real identifiable and repeatable issues. Your response is we are niche so the issue will remain and maybe will be forgotten. I am paraphrasing of course. They were not your words. FYI - This sucks as customer service and suggests that the desktop support for your platform is falling away and unless we want to operate our systems using IOS or Android we should probably look for a different streaming solution? Yes, that’s a question.

A really good vendor would work with Apple to resolve why your update process violates the OS and is prevented from installing. It is a security issue from what I can determine.

FYI I use the desktop app on my office Macs to listen to music when working. The desktop app is also easier to use for people with sight impairment and other limitations. Why not just discontinue it if it is so insignificant? Another question. If it is important then why not fix the issue? Another question.

On the Synology issue a quality vendor would reach out to their techs and investigate the issue and solve it, or at least understand it to give better responses to us annoying afterthoughts (customers). The definition of a customer? “They give you money”. They only give you money while you deliver a perceived value. Once the perception of value wains, so does your reason to exist. You have a job because I, and many like me, give you money. 

Solution

I will return the NAS to Amazon now I know Synologies SMB implementation is flawed.

Tertiary Solution

I will stop using the desktop app and look at other streaming solutions in the medium term.

I was initially thinking you'd come here for help, it's now apparent it's just for a rant.

No, I am a customer who needs support and now I am being told it is a Synology issue. I just spoke to them and now understand why it does not work. I will reply in the appropriate threaded reply above. On the other issue I think being told you are low priority speaks volumes to the way customers are viewed. Am I not allowed to express my dissatisfaction? Do we just roll over and accept whatever response we’re given? Did we not pay $1000s for the gear?