Some iTunes songs on my iPhone are grayed out and unplayable on Sonus

  • Problem
  • Updated 4 months ago
  • Solved
Some iTunes songs are grayed out and unplayable in the Sonos listing from my iPhone. I thought it was due to DMP but I got iMatch, deleted the unplayable songs and then downloaded them again. Same result, even though I updated my music index in Sonos. Any suggestions?

Frank

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Posted 1 year ago

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Azur D., Employee

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Hello Frank,

When you deleted the songs and re-downloaded from iTunes match, did you sync your iPhone up with the new songs? The songs on the iPhone may still have the DRM protection. Try to sync your iPhone with your computer and see if you can re-sync the songs that are not playable.

Thanks!

User671764

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I'm getting having the same issue. (unplayable songs from my iPhone). I'm not using iTunes Match. Just re-synced my iPhone (via the lightning cable). But the songs are still greyed out. Suggestions please?

Azur D., Employee

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Hello,

What format are the songs in? You should be able to check this through iTunes if you connect your iPhone to your computer. When you do, select one of the songs and click File -> Get Info, what do you show under Kind?

User671764

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kind: Protected AAC audio file

(thanks for the quick reply!)

Azur D., Employee

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Hello,

You'll have to remove the DRM protection from these tracks before they'll be playable through Sonos. Please take a look at the following links for instructions on doing so:

https://sonos.custhelp.com/app/answer...

http://support.apple.com/kb/ht1711

Thanks!

User217284

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I have the same problem with grayed out song but under kind I have "Purchased ACC audio file" also other songs with the same "kind" are not grayed out... Pls help?

Azur D., Employee

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Hello,

If rebooting your iPhone does not resolve the issue, please contact our support team by phone to troubleshoot this problem further.

Steve Russon

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Did this ever get resolved? I have 'Purchased AAC audio file' under kind'. Deleted the file off my Mac and iphone, purchased itunes match, re-downloaded the files from the cloud, synced my phone and still greyed out.

How can I sort this out?

David

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I found 2 different problems. Some of the greyed out tracks are caused by a Sonos iPhone app bug, some by Apple's Digital rights management (DRM).

For some reason, Apple are still giving some 'Purchased' files the file extension .m4p. The Sonos iPhone app only checks the file extension, not the protection on the file (the Sonos app bug). Renaming them to .m4a made a lot of my greyed out tracks playable.

The second problem is an Apple iTunes gotcha. Apple refused to unprotect my 'Protected AAC' files - these are not playable on my Sonos at all (and Apple have said that they never will be playable). I have basically lost the money I paid for those tracks.

So... I have decided never to buy anything else from iTunes. It is not acceptable that Apple hold the right to prevent me playing my purchased tracks only anything but Apple software.

EFish4

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I thought this only happened to songs purchased on itunes prior to 2009. I have songs purchased within the last two year that are unplayable on sonos (Beyonce, Rihanna, Pink, Maroon 5). What is the deal?

Azur D., Employee

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iTunes has recently sold some songs with the .m4p extension which typically designates DRM protected files. However, these files do not have DRM protection so all that needs to be done is to rename the file from .m4p to .m4a. Selecting 'Get Info' will show if the track is protected or not under 'Kind'.

User563085

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i have this problem , but in some cases the same album will have some tracks that will and some that wont play ?
really frustrating

Azur D., Employee

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Hello,

Have you taken a look at the suggestions in this thread? Do the tracks that don't work show Protected under Kind when selecting Get Info in iTunes?

If you're not able to get the tracks working, please contact our support team by phone so we can troubleshoot in real-time.

Thanks!

David

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Hi, I don't see that option. I have Media Kind which says Music. (iTunes 11.1.2)

Trying to play in Sonos app on Mac gives Error 1002. Greyed out on iPhone Sonos app. Plays perfectly on iTunes. Album bought from iTunes in January 2013.
This is a really flakey piece of software.

David

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This reply was created from a merged topic originally titled
unplayable.


Some of my albums (bought on iTunes in the last 6 months) have some tracks greyed out other not.

Why is Sonos so difficult to get working? (I have 29 more days before I have to send it back for a refund)

Bigzy1971

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How do you convert .m4p to .m4a. Appears not to have the normal file tag in explorer for you to update. SONOS 1, great piece of kit but can't play music

Jeff

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This reply was created from a merged topic originally titled
Unplayable songs.


Many songs in my music library on my iPhone are listed as "unplayable" (they are not visible on the Sonos controller on my Mac). Why are these songs "unplayable?"

User911836

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I am having a related issue. I was having the issue of unplayable tracks, and mostly fixed it with iTunes Match, however, I now have tracks that will play from the Sonos app on my Macbook Pro, but are still greyed out and unplayable from my iPhone App. Same iTunes Match library. How can this be??

David

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But... I don't really see why I should have to pay Apple money to buy a service to fix an obvious Sonos iPhone app problem. (All my tracks play on MacBook Pro version of Sonos app and all other apps that play music on all platforms)

User665884

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I have just had a Sonos system built into a new house and as a family of music lovers we were really excited about using it. We are really disappointed with the number of tracks that come up as unplayable where they have been legally purchased through iTunes. In some cases there is just 1 song from an entire album that won't play!
Having read online about DRM protection until 2009 I have re-purchased several songs to see if they will then play, only to find that it makes no difference

David

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Hi,

Have a look at https://ask.sonos.com/sonos/topics/greyed_out_songs_on_sonos_iphone_app?utm_content=topic_link&u...

It's an issue with Apple not allowing DRM purchases to be un-restricted. It's a total disgrace and Apple should be ashamed of themselves. I have decided never to buy anything else via Apple iTiunes. I will now always buy a real CD (after a decade of buying downloads) and import it. At least that way, I am in control of my music and not Apple.

User665884

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So is the issue with Sonos or Apple?
The sonos app on my iPad shows loads of songs as greyed out where as the songs aren't even listed on the sonos app on my iMac. We've spent a lot of hard earned money on putting this system in our whole house and no way would I have done so if I'd known about this issue!