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SRCN1991
Contributor I
January 8, 2021
Answered

Spotify always drops or skips

  • January 8, 2021
  • 3 replies
  • 114 views

When using spotify the playback always drops and we get a “ cannot connect to spotify”

WiFi is all good and connection is good - any help?

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Best answer by Simon B

Hi there @SRCN1991, thanks for the update and for sending the diagnostic report of your Sonos system. Upon checking, there’s a couple of issues that we detected on your system.

  • Same Subnet restriction has been Enabled on the Customer's Sonos System
  • Audio Playback Failure - Transport Errors
  • Audio Dropout Detected
  • Interference on SonosNet Mode ( Since you are using a Sonos Boost ) 

These issues all relate to the Audio skips and dropouts issue on your system, Kindly check these articles about Reducing wireless Interference and Music Service Audio dropouts for some troubleshooting steps that may help you on this issue. If this won’t work, please let us know, So that we can assist further. 

We're here to answer any further questions you have.

3 replies

Simon B
Simon B
Retired Sonos Staff
January 8, 2021

Hi there @SRCN1991, Thanks for reaching out, and welcome to the community. Sorry to know that your experiencing audio drops on Spotify, So that we can determine what’s causing the issue, please submit a diagnostic and respond with the confirmation number. This way we can identify the cause of this issue. 

Let me know your thoughts on the advice above. We’re always here to help.

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SRCN1991Author
Contributor I
January 8, 2021

805327129 - Thank you 

Simon B
Simon BAnswer
Retired Sonos Staff
January 9, 2021

Hi there @SRCN1991, thanks for the update and for sending the diagnostic report of your Sonos system. Upon checking, there’s a couple of issues that we detected on your system.

  • Same Subnet restriction has been Enabled on the Customer's Sonos System
  • Audio Playback Failure - Transport Errors
  • Audio Dropout Detected
  • Interference on SonosNet Mode ( Since you are using a Sonos Boost ) 

These issues all relate to the Audio skips and dropouts issue on your system, Kindly check these articles about Reducing wireless Interference and Music Service Audio dropouts for some troubleshooting steps that may help you on this issue. If this won’t work, please let us know, So that we can assist further. 

We're here to answer any further questions you have.

Help others find useful content by clicking the like button and selecting the best answer to your question
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