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spotify song skips and drops

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36 replies

G

Hi Corry. I’m having the same issue as Lora, even down to the point that I’m in a new build and have to have the router under the stairs. 

I’ve had the same problem with Spotify (no issues with any other services) connecting to Sonos for the last 2/3 months, since the issues you already mentioned had started. It worked seamlessly virtually every single day for the 6 months prior. 

I’ve spoken to 3 or 4 of your colleagues via chat who have been helpful, but we’ve been unable to fix the interference.

We’ve tried all the reboots, updates and channel changes, and it works fine with an ethernet cable (I don’t want this as a long term fix though).

Could there still be an issue with Spotify specifically? I’m reluctant to buy a boost because it worked fine before and the speaker is close enough to the router. Thanks.

Corry P
Userlevel 7
Badge +18

Hi @OzSonos 

This issue has been resolved. Please update your Sonos system to ensure you receive the fix.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
Corry P
Userlevel 7
Badge +18

Hi @gwelchh 

Your Play:1 seems to be rebooting itself quite a lot - does it frequently flash white for 10-30 seconds, spontaneously? I recommend you get in touch with our technical support team if so, though you might want to make sure that the speaker’s power supply is uninterrupted - if the cable seems sound, please try from another power outlet.

I hope this helps.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
Corry P
Userlevel 7
Badge +18

Hi @Stefan.Sorin 

That interruption was due to the Spotify issue that we’re currently investigating.

If you get any interruptions on other services, please let me know. Thanks. 

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

I’ve done that but, unfortunately, literally nothing via Spotify now works. Radio working fine by comparison. 
 

Diagnostics, if helpful: 1779301782

S

Hi Corry,

I see that this has been registered as answered but I don't really agree that instructions not to use the Sonos app is a decent solution. While the Spotify app works it requires that the device controlling it remain active constantly.

Are there any updates on this bug within the Sonos app and how long it is expected to resolve this?

Thanks,

 

Corry P
Userlevel 7
Badge +18

Hi @Stefan.Sorin 

I understand your point, and I don’t consider using the Spotify app as a solution but as a temporary workaround. I marked the best answer for the benefit of others - it makes it easier for anyone who is experiencing and researching the same issue to see that we are aware and currently working on a fix. Currently, this is the best answer we can give.

I’m afraid I have no updates, but I can tell you that both Sonos and Spotify are currently working on an actual solution.

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

Hi there,

 

Been seeking a resolution to this problem for a while. Moved my system to completely wired and removed some components to see if they were the source of interference. No luck so hoping support has a better idea of what is going on. 

Lost connection to Spotify error. Song skips and general intermittent problems with music streaming. Local music works fine and home theater works fine.

1226056816

Have you tried a different streaming music service to see if that has the same issues? If that other service proves to be okay, then I would contact Spotify (or your ISP) to see if any type of hardware/software upgrades are currently taking place with your service provider in your area.

S

Hi Ken,

None of the other streaming services are playlist based so song skips don’t happen but disconnects sometimes do. Simply we notice less because the buffering of an online radio seems to eliminate this problem most of the time. I’ve contacted spotify and they say contact sonos. 

L

Hi @Stefan.Sorin 

I understand your point, and I don’t consider using the Spotify app as a solution but as a temporary workaround. I marked the best answer for the benefit of others - it makes it easier for anyone who is experiencing and researching the same issue to see that we are aware and currently working on a fix. Currently, this is the best answer we can give.

I’m afraid I have no updates, but I can tell you that both Sonos and Spotify are currently working on an actual solution.



Hey Corry is there any update on this yet? Just want an updated reply so I can tell my co workers its still being looked at and I’m not just dragging my feet getting it going.

Ken_Griffiths

Ah okay, in that case you should be able to contact the Sonos Support Staff via this link below to ask them to look at your diagnostic report and see if they are able to assist with the issue…

https://support.sonos.com/s/contact

View real-time service status

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