Re: MacOS 10.15 - Catalina
The reason we recommended contacting your local support team is so they can through this with you and get a better picture of what is happening in your specific situation. By going through the process with you in real-time, they can establish what exactly is happening in your home environment when the music library is being added.
We aren't trying to hide anything, or say that the phone support teams have more knowledge on the matter. It's purely that if the workaround is not working, there is usually something in your local environment that is stopping this. It's much easier for us to narrow this down with you in real-time than it is from the forums.
I hope that helps clarify this for you.