Why is add to playlist greyed out?

• Steve9912
• Trending Lyricist I
• 23 replies

Ive got Apple music as a service. Some of my tracks are randomly greyed out now in playlists. They are fully available in Apple Music and play fine in iTunes from the same playlist. I do NOT have any parental crap turned on inside the Sonos app. Ive dropped and re-added the Apple Music service in Sonos.

Still greyed out tracks. My brother has a similar system and is noticing the same crap.

Any solution?

• music library
• apple music
• missing tracks

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• Steve9912
• Author
• Trending Lyricist I
• 23 replies
• 8 months ago

  19 March 2021

Wrong. Thats for scanning a library of tracks that you own which is on a NAS. My problem relates to songs greyed out in playlists for the Appl Music Service.

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• Steve9912
• Author
• Trending Lyricist I
• 23 replies
• 8 months ago

  19 March 2021

Are you using Apple Music as well?

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• Steve9912
• Author
• Trending Lyricist I
• 23 replies
• 8 months ago

  19 March 2021

Well now its even more screwed. When I open My Music under Apple Music in the Sonos app it says Weve run into a problem. Try Again . So now its completely pooched.

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• Wa Wu We
• Lyricist I
• 2 replies
• 8 months ago

  20 March 2021

I have the exact same issue and it started some time the last week. Suddenly certain songs and albums from certain artists cant be played on my sonos speakers through the sonos app. Ive restarted evertying, reinstalled the app and also tried to redo the playlists with the songs. Every time its the same. BUT i can play all the songs via apple music on all my devices and if i use my sonos move with airplay from my phone i can play the songs. Ive searched everywhere to find out why this is happening but havent found any answer. Would be really good to hear whats going on from someone at Sonos.

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• AudiPilot
• Lyricist II
• 3 replies
• 8 months ago

  20 March 2021

Same issue here, just discovered it this morning but couldve been going on a bit longer One interesting symptom: analbum thatwe have this issue with has a single track that I have purposefully excluded from our library [just dont like the song]...that happens to be the only song from the album that Sonos makes available to play. See the attached screenshot. Just spent 30 minutes on chat with a rep, of course he wanted to spend most of the time focusing on my end specific system, questioning my Internet speed, asking me to hardwire a speaker to my router... didnt matter how many times I told him that it isnt just me with the issue!

The behavior I am seeing leads me to believe it has to do very specifically with the way the Sonos app authorizes Apple Music playback.

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• GreySongs
• Lyricist I
• 1 reply
• 8 months ago

  20 March 2021

Having pretty much the same issue. I have created several of my own playlists in Apple Music, which I use on Sonos via Apple Music streaming. Ive noticed that recently, songs that used to play are now grey and will not play.

The real kicker is that if I search for the greyedout songs in Apple Music via the sonos app, I can find and play them without any problem.

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• Steve9912
• Author
• Trending Lyricist I
• 23 replies
• 8 months ago

  20 March 2021

Clearly they have an issue that needs resolved ASAP. What is the best way to get Sonos involved to fix this? Call them I guess?

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• AudiPilot
• Lyricist II
• 3 replies
• 8 months ago

  21 March 2021

I used their chat, but its exhausting working through their troubleshooting checklist with a basic rep they want to try everything to verify your end, change Wi-Fi channel to a less congested channel [didnt matter I live on 4 acres and have no other networks nearby], remove and re-add the Apple Music linkagethey want me to call in on Monday to run their test app. In the end it turns into whether the juice is worth the squeeze. Hopefully they have reps who troll these forums and can get it addressed without individual users spending hours each trying individually.

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• Steve9912
• Author
• Trending Lyricist I
• 23 replies
• 8 months ago

  21 March 2021

LOL WIFI channel. What a joke. Tell them to screw off and fix the damn problem. Its in the App or the backend feeding data into the app.

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• JoanKezic
• Lyricist I
• 2 replies
• 8 months ago

  21 March 2021

I spent an hour in the chat yesterday with three different people and none of them could help me. Pretty sure it has to do with the latest Apple iPhone update to 14.4.1. I was shocked when I went into the list of all my Songs and started to scroll through the list. Hundreds of songs are now greyedout. No particular artist. Nothing that makes sense. I deleted and reinstalled Apple Music. Didnt work. All ofthe songs are downloaded onto my phone so thats not the issue. And they all just played a week ago so its definitely something that just happened.
It was happening with the original Sonos app so I downloaded theSonos 2 App and that didnt fix it either.
I have a case number and Im supposed to call Monday as well. Ive never had any problems with Sonos so this is very disappointing.

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• raybishoff
• Lyricist III
• 10 replies
• 8 months ago

  22 March 2021

Very interesting and I just checked on a device running iOS 12. The songs greyed out on iOS 14.4.1 are not greyed out on the iOS 12 device and plays with no issues.

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