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Connection to Spotify was lost

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75 replies

D

Just switched to Apple Music, and… zero connection issues. 

S

I had the same issue, reset everything multiple times in multiple orders, nothing worked. 
 

Fixed it by playing a sonos radio playlist then switching back. Id say its a Spotify Authenticator issue, no issues since!

Easy fix for devs would be if the error code appears then it automatically plays a silent song on sonos radio for a few seconds then switches back and retries. 
 

You’re welcome…

J
Userlevel 4
Badge +3

December 11, 2021, months after the “case closed” notice posted above, and for the very first time in years of Sonos use with Spotify…. I, too got the “unable to play, cannot connect” error, and Googling it brought me here. 

Interestingly, it cannot connect and then skips to the next song, sometimes it will start playing it and then stop connecting.

FYI: Using Fios 1GB fiber optic connection through an Amazon eero Wifi router connected directly to the fiber modem (not through the Fios router - that one was sent back).

Also FYI: Playing through Sonos app on my MacBook. All apps and speakers fully updated. 

Pretty frustrating. 

Been having the same problem intermittently for the last few days.  I was thinking it was a Spotify problem as if certain files were not available to play.  I was thinking it was Spotify preparing for Spotify HiFi.

S

Hmmm, so it could be something, it could be nothing, but right after posting that last message, I checked to see if maybe the Spotify app was actively running in the background on my phone and it was. I did a force stop on the Spotify app and mysteriously the Spotify connection while using Sonos app has been solid since. Unfortunately, I don't want to attempt to reproduce the problem right now because I just got my music working, but if anyone reads this, maybe try the above to see if it works for you. 

H

This is happening to me too!!!

 

1768319446

Corry P
Userlevel 7
Badge +18

Hi @Hp202190 

Your Sonos system seems to have a few problems. First, your WiFi seems to have both frequencies on the same credentials and is “band steering” your devices to connect to 5GHz, which they will refuse to do. Additionally, Sonos devices talk to each other directly, using the same channel as your WiFi. As your WiFi access points are on channels 6 and 11, they aren’t always able to do this. There is also some multicast flooding affecting your Sonos system. I think you may possibly have too many WiFi access points - a lot of frequency congestion is reported.

To remedy all this, I recommend you connect at least one Sonos device to ethernet and test the whole system’s performance. This will make the unit(s) transmit a private WiFi for Sonos, much like your old Bridges used to do and bypass the WiFi you have, and the problems Sonos is having with it. Please change the channel they use to 1 (Settings » System » Network » Change SonosNet Channel » 1). Please also set your UniFi system to only use one channel (6 or 11, not both).

If that’s an improvement, make the wired connection(s) permanent. Ideally, you’d have a wired Sonos device to cover each half of your home.

To filter the multicast flooding out, I recommend checking your router’s network settings for IGMP Snooping/Filtering and enable it.

If the wiring of Sonos to the network does not help (it looks like you have some thick interior walls), or even if it does, disabling QoS (Quality of Service) and Airtime Fairness on your UniFi system should help. So should following these steps:

  • Log into the UniFi controller.
  • In the Settings tab, click Wireless Networks.
  • Click Edit next to the network SSID.
  • Expand Advanced Options.
  • Uncheck Block LAN to WLAN Multicast and Broadcast Data.
  • In the Settings tab, click Sites.
  • Disable Auto-Optimize Network.

Finally, using an ethernet-wired unit as the first room selected when creating a group will make the network path that the data follows the most efficient. If you remain on WiFi, I recommend experimenting with different rooms in charge. Those likely to have the better WiFi connection are the best choices.

I hope this helps. If it doesn’t, I recommend you get in touch with our technical support team for some in-depth and real-time troubleshooting of your Sonos system.

 

 

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
K

Try resetting the Sonos app under App Preferences and rebooting your phone. If that doesn’t work, try re-installing the Sonos app.

Thank you for your advice, unfortunately I tried this and still the problem persists.

Corry P
Userlevel 7
Badge +18

Hi @alan278 

We consider this issue closed, so you may be experiencing issues due to something else going on. I recommend you get in touch with our technical support team, who have tools at their disposal that will allow them to give you advice specific to your Sonos system.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
C

This crap happens all the time. It’s temporary and usually resolves itself. FWIW, the problem doesn’t happen when you try to play music from Amazon; only Spotify. I don’t know who’s fault it is but it’s insanely annoying. 

R

@ratty 
 

The Sonos system diagnostic is extremely comprehensive. The chances are that a support tech would offer advice very quickly.

As for “so many people have had the same issue”, this board would be inundated with thousands of posts if there was a fundamental problem with Sonos. 

It may not be a fundamental issue but its pretty wide spread. Its not just a single incident and not just this single thread. It is something that has been going on for quite a while and nobody can seem to give any straight answers other than bandaid fixes. Here are just a few threads from not only sonos community but spotify community as well. And these aren’t even  moving past the first half page of a google search for this problem.

 

https://community.spotify.com/t5/Other-Podcasts-Partners-etc/Sonos-Unable-to-play-the-connection-to-Spotify-was-lost-Nov-2018/td-p/4621312

https://community.spotify.com/t5/Other-Podcasts-Partners-etc/Can-t-play-Spotify-on-my-Sonos-speakers-Connection-to-Spotify/td-p/4956833

B

Maddening that this has been a known issue for Sonos for more than 9 months and still no fix (or even transparent discussion on why it’s happening).

B

Connection to Spotify was lost - “And thanks for the diagnostics - I was able to confirm that you’re being affected by a known issue that we are currently investigating.” Has this issue been resolved?

P

The Sonos system diagnostic is extremely comprehensive. The chances are that a support tech would offer advice very quickly.

As for “so many people have had the same issue”, this board would be inundated with thousands of posts if there was a fundamental problem with Sonos. 

This board IS inundated with posts.  The Sonos-Spotify connection is the bulk of all users and it’s reliability is key.  After years of no issues with either I have now started receiving this.  Created a Sonos account just to come here and add my vote that this is Sonos’ core business and so this NEEDS TO BE FIXED! 

M

Hoped the above might be useful but unfortunately made no difference. When using my major playlist that is basically all Spotify song I either get that two consecutive songs will play ok, then the third fails, or each alternative song fails. The song that then plays also seems to sort of fade in having missed the first couple of seconds.

 

Because I have Android and iOS devices I’ve tried all combinations of using one or the other, both or none but nothing seems to fix it. Ironically about 6 months ago I thought this problem had gone but it’s back with a vengeance and worse than ever. Added to which to Sonos app generally seems to be getting more buggy. For example here’s my Home Screen on iOS at the moment. No Sonos playlists shown, when there are at least 5 to show and you can see the message about recently played…


this is my Android app at much the same time

 

 

A

Connection to Spotify was lost - “And thanks for the diagnostics - I was able to confirm that you’re being affected by a known issue that we are currently investigating.” Has this issue been resolved?

i’m looking for an update - anything yet?

thanks, as i';m also experiencing this issue

B

Since experiencing the same issue as you all have I’ve been back and forth with Spotify to try numerous things.

A clean (more thorough) reinstall of the Spotify app somehow did the trick for me. Perhaps you all want to give this a try since I really get your frustrations and Sonos hasn’t come with a solution at all….

Read more about how to do a clean reinstall of Spotify: https://community.spotify.com/t5/FAQs/How-can-I-perform-a-clean-reinstall-of-the-app/ta-p/4746485

Bestest of luck!

 

That did seem to make the playback from Spotify app to SONOS speaker work better - but has not changed anything about playing from within the SONOS app.

P

I have same ”connection lost” problems too with all my music services. I have had Sonos products almost ten years without any big issues but last week I updated my Sonos systems from S1 to S2 and then these problems started. I regret that I made this update. I have 6 Sonos Ones, Sonos boost (which is wired to router) and Sonos Port. Before this update everything work fine. I just add Sonos Port to my systems and made this update to S2. Because of Sonos Port I can’t go back to S1. What about others, do you use S1 or S2?

D

Switched from Spotify to Apple Music within the Sonos App… and yesterday after hours playing without issues… the same problem arose, this time with Apple. This is just weird. Sonos, any comments?

Ken_Griffiths

 

Post deleted. See my reply below…

Ken_Griffiths

I just add Sonos Port to my systems and made this update to S2. Because of Sonos Port I can’t go back to S1. What about others, do you use S1 or S2?

The Wife & I use both S1 and S2 Sonos Systems here at our Home, we have new and old Sonos products and so have both controller Apps on our mobiles.

By the way you didn’t have to upgrade to S2 for the Sonos Port, as that device is both S1/S2 compatible, as shown here in this Sonos Support Page:

https://support.sonos.com/s/article/4786

Ken_Griffiths

I have same ”connection lost” problems too with all my music services.

I have 6 Sonos Ones, Sonos boost (which is wired to router) and Sonos Port. Before this update everything work fine.

Anyhow @Pop74  the ‘connection lost’ issues you mention, will likely not be related to the Sonos S2 App (upgrade) as what you are more-likely experiencing here, sounds like a network-related matter perhaps arising from a router reboot, or change in WiFi/SonosNet channels.

Some routers will auto-select their WiFi channels on startup/reboot or their DHCP server can get confused when assigning IP addresses to multiple devices restarting at the same time across the LAN subnet.

I suggest perhaps trying this…

Set your routers 2.4Ghz WiFi band to use a ‘fixed’ non-overlapping WiFi channel, either 1, 6 or 11 and if the router allows set the channel-width to 20MHz.

If using SonosNet, then ensure you have one Sonos device only wired to the main router and set the SonosNet channel so it is at least 5 channels away from your chosen router channel. Also keep any wired product at least one metre away from the router.

Power off all Sonos products and the router and bring them back online in this order:

  • Modem/Router 
  • Wired Sonos Products
  • Wireless Sonos Products (nearest to router, then next nearest etc.)

Let each device settle and connect to the internet before moving onto the next device.

Once all is setup and working then (optionally) consider adding your Sonos device IP addresses to the routers DHCP server’s reservation table as that should certainly help to prevent any further IP address conflicts going forward. HTH

Ken_Griffiths

I didn¨t know that then. I just assumed that new version should be better than old one. So I wanted to update. Is there any chance to go back to S1?

There’s every chance you might encounter the same ‘connection lost’ issues now, even if you could revert back to an S1 System. You will ‘undoubtedly’ be far better off running all on S2 in the longer term… it’s probably just a case of sorting the Network issues here (I believe) …and my post above should (hopefully) go someway to help resolve those issues seen since the upgrade.🤞

Airgetlam

Depends on really what you mean….

You can always “group” speakers while playing music. They’ll play in sync.

In order to have surround speakers, it requires two speakers properly set up. 

It’s OK to be new, and ask questions. And there are specific definitions of certain words in the Sonos lexicon that have very specific meanings, such as “pair” “group”, “bond” and “room”. Probably some others I’m not remembering, but when these words are used in a Sonos forum, they do have very specific meanings. 

Bruce
M

For what it’s worth, I’ve converted my playlist to a Spotify playlist using free tools to export the playlist from Sonos, import it to Spotify (free tool only allows 200 songs per playlist and can’t add to existing playlists) and then merge the resultant playlists into one.

 

Then the playlist is available through Sonos and plays perfectly, no missed tracks or skipping half way through… and honestly now I’ve gone through that bit of pain at least now my playlist is in a piece of software that allows me to manage/sort the playlist etc in a way that Sonos has always been really poor at. The Sonos app is now just a way of selecting a Spotify playlist and starting/stopping the music.

ratty

….and for what its worth, just installed Sonos on my desktop Mac, which is directly connected to my router via an ASDL cable. Exactly the same issue so nothing to do with WiFi.

 

An invalid conclusion. The Sonos controller is just that: a remote control. It sends commands to the players. They then fetch the music stream directly.

This is almost certainly a network issue. Occasionally the internet or the remote servers can be at fault, but usually the problem is local. 

I suggest you submit a system diagnostic within 10 minutes of a dropout, note the confirmation number, and contact Sonos Support. They have the tools at hand to analyse your local network conditions. 

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