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thomasbonneau
Contributor I
Aug 14, 2021 5:48 PM UTC

Unable to browse Spotify library on any device

I have a recent issue with Sonos. My wife and I both have our Spotify premium accounts connected, no issues. Just today, when I went to my account I see the Unable to Browse Music message. This is on iPhone/iPad/Mac. All apps are updated. Her account is fine.

I have seen posts on here previously and tried following:

  • Disconnected account and re-connected
  • Logged out of Spotify and re-connected to my account having to login in again
  • Reset router

Nothing has worked. I am still able to see my playlist recent history and playlists that I had saved as Sonos playlists, but obviously not being able to natively browse Spotify is quite annoying.

To compound the issue, on all systems it not longer distinguishes between which Spotify account is which, it just has two Spotify names under Music Sources; previously, it would just show one Spotify account and my name would be under it, and I could change back and forth, so now it just show two and one of them says unable to browse and then the other logs into hers.

And if I choose to Add a Song to a Spotify playlist it no longer identifies me or gives me as an option it just shows her playlists as an option.

So it definitely seems like there is some inherent issue with my account. It doesn’t seem like there were any conclusive solutions in previous posts, so unclear what to do.

Should I run a diagnostic?

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15 replies

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thomasbonneauAuthor
Contributor I
Aug 15, 2021 12:03 PM UTC

I am most certainly logged into Spotify. And I've tried turning it off and on again.  😄

Seems I will need to contact Sonos support as clearly there is issue with my Spotify account not properly connecting. Thanks for the help. 

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Ken_Griffiths
Ken_Griffiths
Aug 15, 2021 12:08 PM UTC

Have you perhaps tried fully closing the App (sliding off screen) for 30+ seconds and then reopening the Sonos App? - that might possibly fix this type of ‘refresh’ issue. 

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thomasbonneauAuthor
Contributor I
Aug 19, 2021 11:17 AM UTC

Does anyone know if Sonos support monitors these forums and assists in opening help tickets or should I just go directly to the chat/email/phone and reference this article?

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106rallye
106rallye
Aug 19, 2021 11:30 AM UTC

Go directly.

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    Airgetlam
    Airgetlam
    Aug 19, 2021 7:58 PM UTC

    Yes, they monitor these forums. But going directly is a significantly better way to go. Nothing against the forum folks from Sonos, but they’re both fewer in number, and the asynchronous method is sometimes troubling. 

    But either way, you’re not talking straight to a developer, but to a person that will pass on information to the development team. But the folks that you call have access to many more tools to look at your system, particularly if you submit a diagnostic first. Plus, if you give them the ability, I think they can “remote” into your computer/Sonos system to look at things from closer perspective, something the forum folks don’t have access to.

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    Bruce
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