Contributor I

Answered

Connection to Spotify was lost

Forum|Forum|5 years ago
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.

Show previous replies

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Everythingh20

Lyricist I

When is the update coming, I get the same now for all my services Calm, Sonos Radio, Spotify. I have removed both apps, reset Sonos, even hardwired into router this happens.

6 months or more as Sono has pointed out this has ben happening and not resolve! What is really going on, this should not be that hard to figure out! You guys are tech companies!

Where is the solution on what we are investing in with subscriptions and expensive speakers!?

E

Everythingh20

Lyricist I

This issue with Sonos and Spotify is so frustrating. Have similar connection issues with Sonos Radio too. You pay lots of money for these speakers and so limited to the music and quality of music you get, so frustrating, we are capture as I have 3 of these speakers. Would not support anyone else buying Sonos! Software fix shoudl have been resolved years ago when this issue was first discussed. My fool me it seems to thing this supposedly quality product would resolve such a simple issue. Internet is not the issue which appears their fallback.

S

StockholmRocker

Contributor II

This Spotify “connection was lost” issue is super annoying. It’s not happening with tunein, Apple Music, or Soundcloud. Sonos has to fix this! don't blame Spotify - you need to work together with Spotify to rectify this issue.

Funny thing is; I have three households and this issue only seems to occur in one of them. What is unique with the household with the issues? Cable-ISP (not fiber), Lots of networks around (but I have chosen the least busy channel for my SonosNet). Always Spotify having issues, not the other services.

Please help! My diagnostics no is 1150008154

Thx!

P

Pop74

Lyricist I

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?

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

P

Pop74

Lyricist I

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?

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

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?

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.🤞

B

Bizzle

Lyricist I

3 years no issues. Last two weeks I cannot connect Spotify to Sonos. Tried all remedy’s. Painful.

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