spotify song skips and drops

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.

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. 

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

Hi Corry,

Have tried that, am not certain the problem does not replicate but it certainly is much less often. So perhaps that resolves it. Unfortunately it then depends on the spotify device (ipad or phone or desktop) remaining active.

I’ve honestly been having this problem for the better part of a year.

Thanks

Hi @Stefan.Sorin 

A year?

This issue, which you’re definitely experiencing, has only existed since May this year, so I now have to assume you’ve got compounded issues.

Unfortunately, it will currently be difficult to troubleshoot the older issue using Spotify. Given that both your devices are wired to ethernet, we can of course rule out WiFi issues and the environment.

I notice you have an Asus router. We are aware of an issue whereby some Asus routers need to undergo a factory reset after they have updated their firmware, and that this firmware update may easily happen without you being aware. Therefore, it may be best to try a factory reset of the Asus router.

Hi Corry,

This might be separate issues or problems then. I moved my system off wifi to try and resolve the past problems. They decreased, but never ceased. I will double check my firmware and update my router again, but I have this set to manual so i doubt this is a problem.

Hi @Stefan.Sorin 

If you used to have your system operating on WiFi, then the Airtime Fairness and Quality of Service options in your Asus router’s settings may have been an issue. Your Sonos system prefers both to be off.

Many Asus router owners have needed to factory-reset their routers recently, and not just for Sonos operation, so it’s my main concern for your system. Excepting the Spotify issue, of course.

Hi Corry,

Yes i recently reset my router and reinstalled the firmware, QOS and other ‘extras’ are always disabled.

I will do this again to see if it has an effect.
 

Hi @Stefan.Sorin 

Just to be clear, the reset should be done after the update of firmware, not before.