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KBeaumont
Contributor I
June 3, 2021
Answered

Connection to Spotify was lost

  • June 3, 2021
  • 75 replies
  • 38566 views

Hello,

I am having an issue playing Spotify through my Sonos app. I keep getting an error message saying "Unable to play (song) the connection to Spotify was lost." After spending some time searching for a solution online, it became apparent that this is a widespread problem with no definitive solution. Nevertheless, I am determined to find an answer.

Additional information:

• Diagnostic: 2024196285

• Internet connection is stable.

• Issue just occured today during playback. Sonos system was installed a few weeks ago, and everything was working fine until today.

• Spotify app works fine by itself, and I can play Sonos Radio through the speakers. The issue only seems to be when I try to play Spotify through Sonos.

• I have tried powering the Sonos amps off and on. No fix.

• I have removed my Spotify account in the Sonos app, and then reconnected it. No fix.

• I have tried clearing my queue in the Sonos app. No fix.

• I checked for updates on both apps after the problem occured. No update for Spotify, but I did update Sonos. No fix.

I believe that is all the relevant information that I can provide at this time. I look forward to a response and hopefully a fix.

Thanks in advance!

 

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    Best answer by Corry P

    Hi @Indrasentosa 

    Welcome to the Sonos Community!

    I recommend you make sure both the Sonos and Spotify apps are up-to-date, then reboot your phone/tablet and switch off your router and Sonos speaker(s). Once the router has been off for 30 seconds or more, switch it on and wait for WiFi to return before switching on Sonos again.

    If you then still can’t connect Spotify to Sonos, try removing Spotify from Sonos and add it again:

    Remove a music service account from Sonos

    Add a music service to Sonos

    If that doesn’t help either, 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 and network.

    75 replies

    Show previous replies
    Airgetlam
    Airgetlam
    December 1, 2021

    It certainly suggests that the issue is on the Spotify end of things. If it was a Sonos problem, all other services would be equally impacted, as you point out.

    Assuming that Sonos has received your diagnostics, and has identified the issue, I’m convinced that they have communicated the issue to Spotify. It would likely help if you were to also contact Spotify and complain. 

    It’s unfortunate that Sonos doesn’t have any control over Spotify’s servers, and can’t work directly on them. Spotify has to do that work. All Sonos can do is point their service to the access point/server provided by Spotify.

    Bruce
    Anders Vinther
    Lyricist II
    December 9, 2021

    I have also now started experiencing this issue after years of problem free use.

    This seems to be a problem playing Spotify from within the Sonos app. 

    I find it difficult to take it seriously that you point the customer to make a complaint with Spotify. This should be handled by Sonos and Spotify, not the customer.

    Apparently it has been going on for quite some time.

    Is Sonos actively working on resolving this?

    If so when do you expect a resolution?

      dasherpr
      Lyricist III
      December 11, 2021

      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. 

        sheepbomb
        Lyricist I
        December 11, 2021

        Also having this problem. All my speakers are wired. Seems to go in and out, although it seems more reliable if I play to Sonos FROM Spotify instead of using the Sonos app. I’ve tried reconnecting the services, reauthing before I try playing, etc. nothing seems to help. Happing on my and my wife’s devices.

          dasherpr
          Lyricist III
          December 11, 2021

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

            John76
            Prominent Collaborator I
            December 12, 2021

            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.

              George_22
              Enthusiast I
              December 12, 2021

              Odd as it may sound, for the last several days starting at approximately 6pm EST my Sonos connection with Spotify fails for a while (all other services work just fine and can generally still connect to Sonos system via Spotify app, but not with Sonos app).  The problems typically resolves itself a short time later.  However, over the last several days downdetector.com has also shown big spikes in outage reports for both Spotify and Sonos starting at around 6PM EST which resolves within an hour, so it’s clearly not just me. 

               

              George
                Ken_Griffiths
                Ken_Griffiths
                December 12, 2021

                Maybe it’s connected to the imminent rollout of the Spotify HiFi Service? (just a guess on my part)…

                https://www.whathifi.com/advice/spotify-hifi-quality-price-release-date-free-trial-and-latest-news

                  Laseron
                  Trending Lyricist I
                  December 12, 2021

                  Guys, same frustrating problem here. Havent tried playing from the Sonos app for a couple of weeks. 

                  Instead, i have been using my system with Spotify connect. No problem with playback. I only use the Sonos app for grouping and EQ now. 

                  Im gonna keep doing this until Sonos confirms this issue is fixed. 

                  John76
                  Prominent Collaborator I
                  December 12, 2021

                  Guys, same frustrating problem here. Havent tried playing from the Sonos app for a couple of weeks. 

                  Instead, i have been using my system with Spotify connect. No problem with playback. I only use the Sonos app for grouping and EQ now. 

                  Im gonna keep doing this until Sonos confirms this issue is fixed. 

                  Glad to hear of your success with running from the Spotify app.  I was thinking it was a Spotify issue.  I’ll have to try that next time.

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