Contributor I

Answered

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

Forum|Forum|6 years ago
April 15, 2020
57 replies
3507 views

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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Best answer by ghostsup

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

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D

dkellerd

Lyricist III

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.

Thanks...totally missed the link.

S

So not Sonos

Contributor I

“Phone team” link takes you to the same 800 number everybody else gets. I’m about to try the HQ number (Santa Barbara, 805-965-3001) to see if I can get anywhere.

I’ve been having the same Spotify issue since the last update. Hours on the phone with tech support have finally gotten my case “escalated” to an engineer. They blamed my router, they blamed my modem, they blamed my wifi channel...everything they could to distance themselves from culpability. Bare in mind, all my other devices play Spotify fine on the same network and all my other streaming choices work fine on Sonos.

So yes, EVERYBODY should call in and generate a trouble ticket. Hopefully it will force them to act, if nothing else allow us to retrograde their stupid update.

D

dkellerd

Lyricist III

“Phone team” link takes you to the same 800 number everybody else gets. I’m about to try the HQ number (Santa Barbara, 805-965-3001) to see if I can get anywhere.

I’ve been having the same Spotify issue since the last update. Hours on the phone with tech support have finally gotten my case “escalated” to an engineer. They blamed my router, they blamed my modem, they blamed my wifi channel...everything they could to distance themselves from culpability. Bare in mind, all my other devices play Spotify fine on the same network and all my other streaming choices work fine on Sonos.

So yes, EVERYBODY should call in and generate a trouble ticket. Hopefully it will force them to act, if nothing else allow us to retrograde their stupid update.

Sounds about like what I expected to get from phone support...which is why I hesitate to even call. I’m a network engineer by trade so blaming the network gets frustrating lol. But I’ll call in as well so it’ll help the greater good.

J

jonnn

Lyricist I

“Phone team” link takes you to the same 800 number everybody else gets. I’m about to try the HQ number (Santa Barbara, 805-965-3001) to see if I can get anywhere.

I’ve been having the same Spotify issue since the last update. Hours on the phone with tech support have finally gotten my case “escalated” to an engineer. They blamed my router, they blamed my modem, they blamed my wifi channel...everything they could to distance themselves from culpability. Bare in mind, all my other devices play Spotify fine on the same network and all my other streaming choices work fine on Sonos.

So yes, EVERYBODY should call in and generate a trouble ticket. Hopefully it will force them to act, if nothing else allow us to retrograde their stupid update.

Sounds about like what I expected to get from phone support...which is why I hesitate to even call. I’m a network engineer by trade so blaming the network gets frustrating lol. But I’ll call in as well so it’ll help the greater good.

Same, every other service works fine except Spotify.

So is the solution to drop Spotify or drop Sonos?

Getting rid of Sonos is obviously an expensive exercise because we’ve all sunk money into Sonos devices.

Will I upgrade to the new Sonos Arc now with this still unresolved? No way!!

Maybe if I write a sentence about how Spotify doesn’t work on Sonos and that Spotify definitely won’t work on the new Sonos Arc then this page will rank in Google for Sonos Arc and we might get this fixed.

ghostsup

Trending Lyricist I

One would think that Sonos would take some issue with this resolve considering all the people that have problems with this. I for one am not going to spend hours on the phone with some tech that knows nothing about resolving this issue, as I’m not getting paid to do so. Fix it.

Airgetlam

How much control do you thing Sonos engineers have over the Spotify servers? Sonos doesn’t touch the stream until it gets played by your speakers, all they do is point at a server location that Spotify has told them is the correct location to get the data. Sonos doesn’t touch the data stream until the point it reaches your speakers.

Bruce

ghostsup

Trending Lyricist I

How much control do you thing Sonos engineers have over the Spotify servers? Sonos doesn’t touch the stream until it gets played by your speakers, all they do is point at a server location that Spotify has told them is the correct location to get the data. Sonos doesn’t touch the data stream until the point it reaches your speakers.

I think Sonos has enough clout to contact Spotify and ask what’s up?

jgatie

I think Sonos has enough clout to contact Spotify and ask what’s up?

How do you know they didn’t?

S

So not Sonos

Contributor I

This is clearly a Sonos issue, as it began after the latest update. Spotify plays fine on every other device in my home. The Sonos app shows all my Spotify data (playlists, liked songs, followed artists, suggested playlists, new releases, etc…) and will occasionally play a few song before losing the connection, both wired AND wifi I’m now finding.

I’m betting that it’s an issue with the handling of Spotify’s preferred amount of cache or some type of keep-alive interval problem.

We could easily troubleshoot this by being allowed to retrograde to the last rev but no, they claim they “...don’t have the ability to do that.”

S

slimboywynn

Lyricist II

I’ve been having the same issue for weeks, since the last Sonos Update probably. Is there anyway I cal install an old Sonos version to check against?

I’ve a Draytek router, 4 x Linksys Velops, 2 x Sonos One, 2 x Sonos Play 5 and when playing from the Sonos App from my PC to my Sonos Play 5 it will play some but before you know it will come up with “Unable to play ‘xxx’ - the connection to Spotify was lost.”. I’ve rebooted router, changed wifi channel, rescanned wifi channels on Velops, everything is on the latest firmwares and its just a real PITA.

Even when you ask Alexa to play lets say Coldplay on the Sonos One she replies with “Playing Coldplay from Spotify” and I now applaude if it actually plays because more often than not it just goes silent! Yet ask Alexa to play Coldplay on Amazon Music and perfect, every time.

Come on Sonos, fix this issue please, I want my Spotify working again!!!

Colin.

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