I have the same problem although I haven't called support. I'll add an CD to my library and it will appear in the Rhapsody client but I can't find it under the artist in SBS. It will appear in new music in SBS. Sometimes a CD I have already added some time ago will disappear from SBS although it will show in the Rhapsody client. My playlists, which I create using the Rhapsody client, will still contain tracks from CD's that have disappeared from SBS, and the tracks will still play. I just assumed that it was an SBS problem and didn't feel like trying to explain it to support, so I work around it.
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