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Since the Sonos ecosystem has (or should I say had - read on...), for me, calmed down a lot recently I took the plunge to replace some of my older speakers with new. This ended up as a full Ultra/Era300/Sub4 surround setup and and Era100 pair. However on successfully introducing these to my system, which went very smoothly, I can not access my local music (NAS sourced) on any of the new speakers. All pre-existing speakers are fine. I have tried:

  • Resetting a few of the new speakers and re-introducing
  • Creating a new music folder in an existing share
  • Creating a new music share
  • Re-adding a removed & reset Play:1 to my system
  • Splitting the surround system into component speakers 
  • Multiple reboots of speakers and all network components

The speakers have all had last weeks firmware update and this did not address the problem. All speakers are on the same (unchanged) network. All are in the same positions the speakers they are replacing were and now some, for testing, are next to pre-existing speakers. All pre-existing units still function 100% it is just the new units that fail. They report simply 'Couldn't Play <track name> try again.'. Of possible interest is:

  • When grouped with an pre-existing speaker playing from the library playback is fine
  • When split away from the group playback fails on the new speaker
  • The information showing on the speaker tile in the app references the file name with %20 instead of space, album folder name (no%20). The error references the file name, without extension or %20
  • The playlist associated with the failing speaker correctly shows the metadata album/track information
  • The information on the tile and playlist for correctly playing pre-existing speakers references the metadata
  • On initial discovery of all the new speakers a firmware update was immediately performed - maybe this did not quite work properly? 
  • My shares are all on a minimum SMB2, maximum SMB3 - client defined (as recommended by Sonos)
  • Absolutely no networking hard or soft changes have been made at any point
  • Sonos is using a dedicated, read only, user to access all shares (as recommended by Sonos)

I looked on the forum and found a thread (https://en.community.sonos.com/controllers-and-music-services-229131/problem-play-nas-stored-music-to-some-speakers-6926117) identical/very similar to this. I talked with the OP and he said:

It just started working after an update without me having to do anything. Has been working ok since.

Also I have seen on some home automation forums recent comments reflecting that there appears to be an issue at the moment with Sonos and local libraries but no further real detail. I can also not find anything recent here (although stand to be corrected).

Sonos first line support were very helpful but ultimately could not help. At the request of Sonos first line I booked a call from Sonos second line support - a one hour timeslot - that has just failed seemingly due to a phone number issue somewhere in the system. Hence posting here.

In addition to all this I have a physical speaker fault on my Arc Ultra and am awaiting a replacement to be arranged (sounds like a blown speaker on the RH channel). Going through the diagnostic for this with support I was asked to reset and re-discover the Arc Ultra to rule out some possibilities. After this process I am no longer able to auto-tune (Trueplay) the Arc Ultra in isolation or, when in surround mode with other speakers, the surround setup. Previously there was no issue and I had repeatedly done so.

So, looks like my optimism was completely mis-placed. I will be in further touch with support but if this does not get resolved soon it looks like I will be returning all the new kit and resorting back to my Playbar/Play:1/SubG2 and Play:1 pair whilst I look at an alternative system - Bluesound maybe.

Is anybody experiencing anything similar or have any additional insight?

(Android/Windows controller & firmware all up to date and showing correctly)

Just got off a rescheduled call with support and it looks like the system is failing to resolve the NAS name (//NAS/...) used in my shares. A small test would seem to suggest that using the IP address instead (//nnn.nnn.n.nnn/...) resolves the issue. As this is a fixed IP I can and will change this on one of my shares and re-index to confirm success on a larger share rather than a small test. All looks very hopeful though. A case for this has been opened with engineering team as well so hopefully it will get resolved at some point. I believe this has not been seen on new generation speakers and very occasionally on older (Play:1/S1) speakers.

With regard to Tureplay not working on the Arc Ultra. This is a known issue with both iPhone (advanced) and Andriod (standard?) Trueplay that was raised internally about 3 weeks ago and is being investigated. Again, hopeful for a fix soon but it is an unusual occurance.

I have to say that having spent close to an hour and a half with support they could not have been more helpfull and informative. I do not feel that the time was spent on unnecessary actions (network investigations, resets ect.) but was spent performing proper diagnostics and providing usefull feedback and importantly getting interesting, helpful and informative responses. Very pleased and impressed with them. My faith is pretty much restored... thank you Andrei 🤠👍

Yep, works on a large, 60,000 +/- track share 👌

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