Contributor I

Error 913 after "update" causes major headache.

69 replies
8104 views

Let’s cut to the chase. I paid a LOT of money on several SONOS products. When it works its great! BUT THIS IS ABSOLUTELY UNACCEPTABLE!!

I know no other company of hi-end product that periodically issues updates that F something up - seriously.

SONOS…. GET your act together. This is NOT good. In fact it highlights the fact that something is really WRONG with your update procedures and/or testing.

I, like many others, use the library every day on a secondary HDD in my computer. Now, suddenly, it’s all gone. How incredibly frustrating this is. It’s not the fact that this is so bad (which it is...) but that this isn’t the first time a major screw-up has happened, and the worst is the WAIT until you decide to get your techs off their assess and issue a FIX - real quick!

No, I’m not being overly harsh,…. I’m just a customer who wants some decent stability and QUICK resolutions when something goes bad…. is THAT too much to ask???

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ThresherUK

Enthusiast II

No being computer coding literate shouldn’t be a necessary thing. Sonos has really lost its way in ease. If it’s difficult for me it’s difficult for 80% of users I reckon. Shame but maybe Sonos should be more helpful .. If Apple make things more secure that’s a good thing and Sonos should explain their software and how to get where you need to be. Don’t just roll out stuff.

Ken_Griffiths

Thanks for the response. Now I'm not particularly knowledgeable in data (which I don't think should be a requirement for a regular Sonos customer) Ref. screenshot of the GUI. I've tried looking for this option in my Sonos GUI, but can't find it. What I (think) I have found is that my NAS (Apple AirPort Captule) probably has SMB1. The new requirements are SMB 2 or 3. If that is the case, my HW no longer works.

SMBv1 is not supported (as you rightly mention) for local libraries within the new Sonos App (and same goes for the recent ‘other’ systems like Windows or MAC PC’s these days), but it’s not relevant for the Apple iCloud ‘matched’ library, as that’s part of thd Apple service and subscription. That is still available separately in the Sonos App in my case I’ve just added the library ’Artists’ etc to my Sonos Home Screen.

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BrendaLC

Avid Contributor I

I’ve had all these problems as well, nothing works, all solutions mentioned have been attempted and I am ditching this system, their software sucks. Almost two hours on a call three weeks ago. Scheduled w level 2, they missed the call but rescheduled for same day. Could not fix. Was told level 3 is next and there isn’t a long wait. Two weeks is earliest. Out of the 4+ years I’ve had this system, I’ve probably gotten a couple years of use marked with long non use periods between support issues, and simply giving up. I’ve devoted enough of my life to this. Your software sucks and your support is lacking, doesn’t matter how well intended someone is. For this single issue it’s been over a month for me and no solution. This is just the final issue in a long string of them for a system that is completely unreliable.

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SergeA

Lyricist I

OK - i found the fix. Ken’s answer below is the start. But there is a second step. This is for Windows PC (I don’t know about Apple products). Follow Ken’s steps then after you add the Sonos to share, go back to the properties sharing tab. Don’t do his step 3 yet. Then click on the “Advanced Sharing” button in the middle of the dialog box. Then in the upper left corner, check the box for advanced sharing. Click Apply and close. Then go to the Sonos app on your PC and add the My Music library. It worked for me.

I am VERY disappointed in Sonos’ tech help. I even sent an email to the CEO (since they don’t give any other email addresses for help). No one responded to calls, chats or email. But I am glad we ca figure this out.

Good luck…let me know if this works for you.

A quick search around the forum shows the following as the fix for error 913 - it’s just a folder permission error on the PC…

Right click on the Music folder and click on PROPERTIES at the bottom of the menu.

Click on the SHARE tab and then click on the first SHARE button…

A new window opens and you click on the ‘v’ drop-down list option next to the ADD button.
Click on "Sonos Wireless HiFi System" then click on the ADD button and finally click on SHARE.
Open your Sonos app on your PC and add your music library.

Also see this earlier thread with screenshots…

https://en.community.sonos.com/controllers-and-music-services-229131/can-t-add-folder-to-music-library-913-6893981

THANK YOU SO MUCH. This worked for me, sharing and then advanced sharing. So stupid. I regret buying Sonos. Would never recommend

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frustrated_inc

Lyricist III

OK - i found the fix. Ken’s answer below is the start. But there is a second step. This is for Windows PC (I don’t know about Apple products). Follow Ken’s steps then after you add the Sonos to share, go back to the properties sharing tab. Don’t do his step 3 yet. Then click on the “Advanced Sharing” button in the middle of the dialog box. Then in the upper left corner, check the box for advanced sharing. Click Apply and close. Then go to the Sonos app on your PC and add the My Music library. It worked for me.

I am VERY disappointed in Sonos’ tech help. I even sent an email to the CEO (since they don’t give any other email addresses for help). No one responded to calls, chats or email. But I am glad we ca figure this out.

Good luck…let me know if this works for you.

A quick search around the forum shows the following as the fix for error 913 - it’s just a folder permission error on the PC…

Right click on the Music folder and click on PROPERTIES at the bottom of the menu.

Click on the SHARE tab and then click on the first SHARE button…

A new window opens and you click on the ‘v’ drop-down list option next to the ADD button.
Click on "Sonos Wireless HiFi System" then click on the ADD button and finally click on SHARE.
Open your Sonos app on your PC and add your music library.

Also see this earlier thread with screenshots…

https://en.community.sonos.com/controllers-and-music-services-229131/can-t-add-folder-to-music-library-913-6893981

THANK YOU SO MUCH. This worked for me, sharing and then advanced sharing. So stupid. I regret buying Sonos. Would never recommend

I tried all this and even went into command prompt to enable SMBv2 sharing. I still get error 913. Not sure how to proceed now. I don’t know why (router problem?). Regret updating. Would be grateful if someone has advice.

[NB am a computer n00b; I’m a culture person job-wise, so instructions, if any, would be helpful]

press250

Prodigy III

I tried all this and even went into command prompt to enable SMBv2 sharing. I still get error 913. Not sure how to proceed now. I don’t know why (router problem?). Regret updating. Would be grateful if someone has advice.

[NB am a computer n00b; I’m a culture person job-wise, so instructions, if any, would be helpful]

Hi @frustrated_inc, if your local library is on a Windows machine, this post may be helpful …

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frustrated_inc

Lyricist III

I tried all this and even went into command prompt to enable SMBv2 sharing. I still get error 913. Not sure how to proceed now. I don’t know why (router problem?). Regret updating. Would be grateful if someone has advice.

[NB am a computer n00b; I’m a culture person job-wise, so instructions, if any, would be helpful]

Hi @frustrated_inc, if your local library is on a Windows machine, this post may be helpful …

not sure how to create local account just for music sharing (step 3). The link you gave me says that it is optional? I tried googling but don’t seem to be able to find answer..

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frustrated_inc

Lyricist III

Ed: I’ve managed everything, but in the last bit they tell me the access denied to the sharing :( Check my password, username, etc. But I HAVE! I’m totally at sea here. Still can’t share it, wth.

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beau_2

Lyricist I

I have ten thousand dollars worth of Sonos. I spent two hours on the phone with customer support and my library still does not work. The customer service rep clearly did not know what she was doing. I watched her try the same thing six times to no avail. What am I to do with ten thousand dollars worth of unusable product. I have spent an unreasonable amount of time trying to get this resolved and all I have learned is that Sonos does not care. I am so disappointed and frustrated I don't know what to do??? Any help PLEASE!

Ken_Griffiths

I have ten thousand dollars worth of Sonos. I spent two hours on the phone with customer support and my library still does not work. The customer service rep clearly did not know what she was doing. I watched her try the same thing six times to no avail. What am I to do with ten thousand dollars worth of unusable product. I have spent an unreasonable amount of time trying to get this resolved and all I have learned is that Sonos does not care. I am so disappointed and frustrated I don't know what to do??? Any help PLEASE!

What type of device are you using for the library folder share and have you confirmed it’s definitely using the SMB v2.0, or higher, protocol?

Have you setup a user for the ‘share’ (username and password credentials) with ‘read only’ permissions? Have you checked the path and credentials in the new Sonos App are correct too?

Have you tried another separate temporary library shared folder from scratch aswell, in case there is an issue with the original shared folder?

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