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mark067029
Contributor I
Apr 15, 2020 7:26 PM UTC
Answered

Unable to play "Song Title" - the connection to Spotify was lost

I emailed Sonos with details of an error at the weekend - got a message promising a reply within 24 hours but have heard nothing - so though I would try here.

In the past few week Spotify (Premium Family members) has become completely redundant on our Sonos system.  None of us are able to play any Spotify tracks on Sonos - either from the Spotify app or from the Sonos Controller app.

We have been through all of the suggestions (rebooting, removing Sonos, removing Spotify, checking Wi-Fi connection etc) and nothing has fixed it.

We can stream from our Music Library to all devices (so we assume wi-fi is working fine ) and we can stream internet radio stations (so we assume Sonos has internet connection).

I have submitted support diagnostics reference 1445143747.

Any suggestions much appreciated

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      ghostsup
      ghostsupAnswer
      Trending Lyricist I
      Jun 14, 2020 8:37 AM UTC

      Reporting back.  So far it works as it should since the Netgear firmware update.

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      Sebastien D.
      Sebastien D.
      Sonos Staff
      May 9, 2020 5:39 PM UTC

      No problem at all. I’m sorry to hear you’re experiencing issues when you’re trying to initiate playback from Spotify. Can you tell me, are you trying to play directly from the Spotify app using direct control or through the Sonos app?

       

      As a test I would ask you to temporarily connect one of your Sonos products into the router (preferably the main Orbi router), and let me know if the problem continues with Spotify.

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      dkellerd
      Lyricist III
      May 9, 2020 6:58 PM UTC

      I know that’s not directed towards me, but I am using the Sonos app...will try that later.

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      Sebastien D.
      Sebastien D.
      Sonos Staff
      May 9, 2020 7:10 PM UTC

      Hi @dkellerd, 

       

      Sorry, I did not noticed your post. But please let me know what happens after trying these steps I have provided previously. 

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      ZDogMasterFly
      Lyricist I
      May 10, 2020 1:04 AM UTC

      Same problem here. Started happening a month or two ago after years of working fine. Also on an Orbi mesh wifi network, but nothing has changed about our setup in a long time. Songs will fail to play 9/10 times, and occasionally work. Works fine when on a wired connection, but that is not an option for the room where we have our Sonos device. We have tried all the normal power off/on of Sonos and router, changing wifi channels, etc. Music from other services will play fine -- it's just Spotify over WiFi that is broken. Super weird and frustrating.

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        ghostsup
        ghostsup
        Trending Lyricist I
        May 10, 2020 4:29 PM UTC

        Same problem here. Started happening a month or two ago after years of working fine. Also on an Orbi mesh wifi network, but nothing has changed about our setup in a long time. Songs will fail to play 9/10 times, and occasionally work. Works fine when on a wired connection, but that is not an option for the room where we have our Sonos device. We have tried all the normal power off/on of Sonos and router, changing wifi channels, etc. Music from other services will play fine -- it's just Spotify over WiFi that is broken. Super weird and frustrating.

         

        That is the odd thing about this!  Makes you wonder if it’s an ORBI/Spotify issue.  Everything worked perfectly until about a week to 2 weeks ago.  I know I haven’t updated ORBI and it’s on the most current firmware which leads me to believe Spotify screwed something up on one of their current updates.  Also wonder if this is only happening with ORBI specific owners.

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        jonnn
        Lyricist I
        May 11, 2020 5:50 AM UTC

        I have the same issue but it’s not new, has been happening for nearly six months now. So frustrating!

        Apple music works fine, Sonos radio works fine, Tunein works fine...only Spotify has this problem.

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        ghostsup
        ghostsup
        Trending Lyricist I
        May 12, 2020 7:33 AM UTC

        Still having this issue.  Spotify is useless with Sonos.

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        Sebastien D.
        Sebastien D.
        Sonos Staff
        May 12, 2020 2:22 PM UTC

        Hi folks,

         

        This is frustrating and understand that. At this point, I would like to move your cases over to our phone team , we can do more advanced troubleshooting with you in live time at your earliest convenience.  

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          dkellerd
          Lyricist III
          May 13, 2020 2:40 AM UTC

          So we should all call in and file separate cases for this issue?  Anything else we should know before calling?  What’s the phone number?

           

          thanks!

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            Airgetlam
            Airgetlam
            May 13, 2020 2:58 AM UTC

            I think if you click on the link in his post, called ‘phone team’, you’ll be taken to where the phone number for your region is listed. 

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            Bruce
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