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For 3 days now I am unable to play anything on my 5 Sonos speakers, an error comes up that reads ‘Unable to play X connection to Spotify was lost’

 

Before this issue came about, the system would play 5 seconds of a song before changing track, unprompted.

 

I ran a system diagnostic and my number is: 1973324632

 

Please list out ways I can solve this. Please see below steps I have already taken

 

1. Restarted modem and router 3 times. (Including unplugging power for 3 minute reset)

2. Disconnected the Spotify account 3 times and reauthroized the account 3 times.

3. The system has no updates to install. I cannot update Sonos.

  1. Restarted both apps. 
  2. Tried to play from the Spotify app with their ‘connect to device’ feature, will not play.

Hi @Username98765,

 

Has this issue just started happening this past weekend? We’ve observed some minor issues with Spotify last weekend that could have caused some playback issues for some users. How is your system performing now? Do you experience any issues using other music services such as Sonos Radio or Soundcloud?

Yes this started happening this weekend.

My system still has the same problems I detailed above.

I cannot play any Spotify, and I do not have problems playing other music services like TuneIn or Soundcloud, or Mixcloud.

What is going on?  

 

Please get in touch with our customer care team if you’re still experiencing these issues. They’re able to dive a lot deeper into the issues you’re experiencing and help to find a root cause. When you do call, please refer to this community thread, and you can let them know I’ve sent you to them.

Yes I’ve been trying to do that all weekend, but the customer service isn’t available outside of business hours. I called them twice today (Monday at 10am) and heard an automated recording saying ‘the technical support team are currently offline.’

 

...so

 

Same problem only worse. For five days Sonos and Spotify will not communicate. No quantity of uninstalling, deleting and reauthorising will solve the problem.

Did you contact the customer care team as James L suggested above?

I have to wonder, since there’s been no change from Sonos, if the issue is on the Spotify side of things, but that’s merely speculation, I don’t have access to your system, or any of the diagnostics you’ve submitted and contacted Sonos about. 

Sonos help replied with this solve that worked for me:

 

...I can see on the diagnostics the error messages related to Spotify losing connection to the system since the speaker you were trying to play music on doesn't have good communication with the router and this is due to wireless interference that can be fixed by changing the router's wireless channel.

You can use as a guide the article below:

Reduce wireless interference
Change your router’s wireless channel

 

I reset my router and had to set up everything again, including all other systems that use my wifi. This was effective (albeit time consuming)

As discussed earlier in this thread Im getting Sonos issues in Spotify where it will play a few seconds of a track before jumping to the next one in the queue .. if i then manually go back to the track that was being skipped it then plays in full. This does not happen every time but is consistently occurring with Spotify only. Has anyone had this and managed to cure the issue ? thanks in advance 

As discussed earlier in this thread Im getting Sonos issues in Spotify where it will play a few seconds of a track before jumping to the next one in the queue .. if i then manually go back to the track that was being skipped it then plays in full. This does not happen every time but is consistently occurring with Spotify only. Has anyone had this and managed to cure the issue ? thanks in advance 


I’m having exactly this problem, it doesn’t happen all the time, but often enough to be annoying

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