Music library troubleshooting

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In addition to music streaming services, Sonos is able to stream your local music library from any computer or network attached storage (NAS) device on your network. In this article, we’ll outline some steps you can take if you’re unable to add a new music library share or unable to play music from an existing music library share.

The article is divided into three sections: Common Issues and Solutions, Error Messages, and Missing Tracks, Albums, or Playlists. The first section presents some solutions to common issues that can prevent you from adding or playing your music library on Sonos. Please go through the Common Issues and Solutions before proceeding to the remaining sections.

Common Issues and Solutions

Is your PC, Mac, or NAS drive powered off or asleep?

If the computer or NAS drive is powered off or asleep, Sonos will not be able to reach your music files and you’ll see an error message that Sonos is unable to connect to the music share.

Make sure that the computer or NAS drive where the music is stored is powered on, connected to the network, and not sleeping. If your music is being interrupted because your computer is falling asleep, you can adjust its sleep settings in the Control Panel (PC) or Preferences (Mac) to “Never” to make sure the computer remains awake.

Is your firewall configured for use with Sonos?

If your PC or Mac is running security software with a firewall, it may be blocking your computer’s ability to share music files with Sonos. If file sharing is blocked, you’ll see an error message (such as “[Computer Name] could not be found” or “[Computer Name] is not responding”) when trying to add a music share or play music from your library.

You can find instructions on how to configure your firewall with Sonos in this article. Make sure that your firewall is properly configured for use with Sonos, then try adding or using your music library once more.

(Mac Only) Are your Mac’s file sharing settings working properly with Sonos?

If you’re trying to add your music folder on a Mac, the file sharing settings (including the computer’s name) may be causing problems when Sonos tries to connect to the computer.

Does your PC or Mac have a weak WiFi connection?

If your PC or Mac is hosting your music library and its wireless connection is weak, you may experience audio dropouts or see error messages when trying to play your music.

Make sure the computer has a strong WiFi connection or is wired into your home’s network with an Ethernet cable. If the computer is wired in, disable the WiFi connection.

Error Messages

If you received an error when trying to add or use your Music Library, check for its listing below to view the relevant troubleshooting steps.

If you are receiving an error that is not listed here, or you are not comfortable performing the recommended troubleshooting steps, please reach out to our Customer Care team for further assistance. You can find the contact information for Customer Care on this page.

[Computer Name] could not be found / Unable to connect to [Computer Name]

This error occurs when Sonos tries to find your computer or NAS on the network, but is unable to locate it.

The most common causes of this error are detailed above under “Common Issues and Solutions.” If you see this error, check your computer or NAS and make sure that it’s powered on and awake.

A firewall can also block Sonos from properly connecting to the computer. If a firewall is installed on the computer, make sure it’s configured for Sonos by following its specific steps.

Error 1001 / Error 1002

These error messages occur when Sonos tries to add or connect to your music share, but the computer or NAS drive takes too long to respond. This can happen when the computer or NAS is having trouble maintaining a reliable connection to the network.

The most common causes of these errors are detailed above under “Common Issues and Solutions.” If you see this error, check your computer or NAS and make sure that it’s powered on and awake. If the computer is on WiFi, make sure it has a strong wireless connection to the router.

A firewall can also block Sonos from properly connecting to the computer. If a firewall is installed on the computer, make sure it’s configured for Sonos.

Shared Folder Not Added / “The shared folder on this drive can’t be added…”

This error appears when you try to share a music folder on a hard drive that’s formatted in an unsupported file system. This is most commonly seen if you’re using a Mac and are trying to share music from a Windows-formatted external drive to Sonos.

On a Mac, the Sonos app can only share folders on external drives formatted using the Mac OS Extended (or HFS+) file system. If your external hard drive is formatted with HFS+ they will work fine with Sonos.

However, if the external drive is formatted in FAT32, NTFS, or ExFAT, Sonos will not be able to add a shared music folder from the drive.

If your drive is in an unsupported format, it will not work with Sonos unless it is completely erased and formatted into a supported file system.

To check if your external hard drive is in any of these formats, please follow the steps below:

From Finder, click Go > Utilities.
In the Utilities window, find and open Disk Utility.
When you highlight the mounted drive in Disk Utility, the format of the drive will show under drive’s name in the main window.

For more information on different formatting options, please see the Apple Knowledge Base articles linked below:

Apple Knowledge Base article on HFS+ format
Apple Knowledge Base article on reformatting a drive as HFS+ format

[Computer Name] is not responding

This error means that Sonos is able to see the computer on the network, but the computer isn’t responding to the sharing request. Sonos is connecting to the correct device, but the device isn’t letting Sonos through.

If you see this error, then it’s likely that a firewall is blocking the computer from sharing its music files with Sonos. Please see our firewall article for instructions on how to configure the firewall to allow file sharing.

Access Denied / Unable to play [Track Name], access to [Computer Name] is denied

This error message appears when Sonos is trying to play music from a computer or NAS, but the computer does not have its file and folder sharing permissions set correctly. To resolve this, try removing the music folder from Sonos and adding it back again. This will remove the existing Sonos sharing permissions on the folder, then recreate them when you add it again. You can do this in the Sonos Desktop Controller for Mac or PC under Manage > Music Library Settings.

“Access Denied” can also appear if a firewall is blocking the computer’s ability to share music files with Sonos over the network. Make sure that your firewall is properly configured for use with Sonos.

If you are using a work computer or a computer that is managed by an IT team, check with them to see if your account has permissions set to allow file sharing.

Error 900

Windows:
This error message mostly occurs on Windows PCs. It references a problem with the Windows Server service. When you see this error, it means Sonos is trying to create the music share, but there’s not enough Server storage space to complete the request. To fix this error, the Windows Registry must be modified to increase the stack size for the Server service.

Editing the Windows Registry is a delicate process. If you’re unfamiliar with modifying the Windows Registry, please contact us for further assistance.

Mac:
If you’re using a Mac and you see Error 900 when trying to add or access a music share, please follow the steps listed under [Computer Name] could not be found / Unable to connect to [Computer Name].

UPnP=802 / Sonos can only connect to 16 folders at a time

Your Sonos system is able to add up to 16 music shares to your music library. This error message shows up when you’ve already shared 16 folders and you try to add another.

To resolve this, please remove one of your existing music shares before adding the new one.

Computer refused the connection

The error is typically caused by having multiple computers on one network with the same hostname.

You may be able to resolve this by rebooting your router. Otherwise, please contact us for further assistance.

Missing Tracks, Albums, or Playlists

There are several reasons why some (or all) of your songs may not be appearing in your music library after you’ve added the share. Below are some steps you can take that may help you resolve this issue.

Update your Music Library.

If your recently purchased or downloaded songs are not showing up in Sonos, try reindexing your music library. This will force Sonos to scan your shared music folders and check for any additions or changes.

You can update your music library using either the Sonos app on your computer or the Sonos app on your mobile device.

On a Mac or PC, open the Sonos app and select Manage > Update Music Library Now.

Alternatively, using the Sonos mobile app, go to the More tab, select Settings > Manage Music Library > Update Music Index Now and tap Scan Now

Please note that if you use the mobile app to update your index, the computer or NAS where your library resides will need to be turned on and awake.

Some of the options in my Manage or Settings menu are grayed out or missing. What do I do?
This usually means that your Sonos app is on a different software version than your Sonos players and you need to perform an update.

Using the Sonos app for PC, select Manage > Check for Software Updates.
Using the Sonos app for Mac, select Sonos > Check for Updates.

If prompted, follow the steps to get your Sonos system up to date. When the Sonos app reopens, try accessing the Manage menu again.

If no updates are available, you may be using the Sonos software on an operating system that is no longer supported. You can check if your system requirements are met to see if your current device or operating system is supported by Sonos. If your controller is unsupported, please use the Sonos app on a different computer or mobile device to update the Music Library.

Make sure that the missing music files are located in the folder you’ve shared with Sonos.

For example, if you’ve shared your “iTunes Music” folder with Sonos, but you’ve purchased and downloaded a song from a different source (like Amazon), the file may be sitting in your “Downloads” or “Amazon MP3” folder.

To fix this, move the music file to the correct folder, then use the Sonos app for Mac or PC to select Manage > Update Music Library. Alternatively, you can add the secondary folder (“Downloads” or “Amazon MP3,” in this example) as an additional music share if you plan on adding more music files there in the future.

If you share music with Sonos from a NAS drive, make sure that you’ve transferred any new music files from your computer’s hard drive to the NAS.

Check if your purchased songs are protected by DRM.

Some purchased tracks may be protected by Digital Rights Management (DRM), which doesn’t allow Sonos to index them. This issue most commonly affects tracks that were purchased from iTunes before they made the switch to DRM-free music.

Please see this article for information about Apple’s DRM protected tracks and how to remove the DRM via iTunes Match.

Make sure your music files aren’t missing metadata.

Sonos sorts and categorizes your music tracks based on how they’re tagged with metadata. A track’s metadata specifies organizational labels for the song, like its Title, Artist name, Album name, and so on. Most of the file formats supported by Sonos support metadata tags, but there are a couple (AIFF, WAV) that do not have full metadata support.

If you’ve purchased and downloaded a song from a service like iTunes or Amazon, the metadata tags are usually taken care of for you and you won’t have to worry about this.

In some cases, a song file may have missing metadata tags, which means it won’t appear in Sonos where it’s supposed to. For example, if a track is missing its “Artist” tag, then the track won’t appear when you browse or search for that particular artist in the Sonos app.

You can use a media library management tool like iTunes to view and edit metadata on your music files. If you make any changes to metadata, make sure you update your music library afterwards so your Sonos system can see the changes.

Contact us

If you are still experiencing issues with your music library, please feel free to contact us.