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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BlueLake

Lyricist I

Another Orbi/Sonos usere here… I am experiencing the same problem - when I try to play a song using Spotify Premium via a mobile app or Desktop app I get an error ("Unable to play song-name - the connection to Spotify was lost").

My setup and symptoms are very similar to what other folks are reporting here:

Orbi Mesh in use
Cisco DPC3825
Orbi RBR50, V2.3.5.30
Sonos/Spotify combo worked flawlessly since 2015 until about 2 weeks ago (Early May 2020)
Tried dozens of fixes: rebooting, removing accounts, updating, trying different accounts
No VPN in use
No other networking devices in use
Orbi: Parental Control, Access Controls and Pausing is set correctly
One in 30 attempts to play a Spotify song will work, the issue returns then
Spotify app works fine - Spotify works fine on Google Nest, Google Home and Echo devices
All other music services work fine on Sonos (e.g., Amazon Music, Google Play, Pandora, etc.)
Given a major runaround by Sonos support
I have a 5, two 3s and four 1s in my home config
My controlers are: iPhone, iPad, two PCs and two Mac devices
This is a side note but I have to squeeze it here - I’ve spent over $10K on Sonos gear over years (home and business) and I was an evangelist - loved the co and the product with all my heart. I pursuaded numerous folks into buying Sonos - I loved it and wanted to share the experience…. Today, I am frustrated and this fanboy is turing into a disgruntled user...

ghostsup

Trending Lyricist I

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

How do you know they didn’t?

How do you know they did? Because it isn’t fixed.

jgatie

How do you know they did? Because it isn’t fixed.

There is no way you can draw that conclusion. They could have contacted Spotify and been told to piss off. Fact remains, complaining directly to Spotify is your best route of action. You are the one who pays them, not Sonos.

R

raemka

Lyricist I

Is anyone making any headway?

I have had the same set up [Spotify Prem, Sonos, Orbi etc] for years with only the odd interruption which where easily sorted.

Now Spotify is unusable through Sonos - even if I manage to get a song to play the chances of interacting with it is non existent!

S

So not Sonos

Contributor I

My case has been “...escalated to engineering.” Ooooooh, sounds so serious.

Funny part is the email with the link to schedule a call with them recommended that I not only share my wifi network and password but that I share my screen and allow them to take control of my computer’s mouse and keyboard.

Also, I imagine Sonos would lead with that. Why go through hours of troubleshooting.” As far as I can tell, the connection is Sonos app > Spotify app > Sonos Connect. If that’s the case, then the latest Sonos app update broke the connection between their app and Spotify, otherwise again, they would lead with “Spotify changed their app, not our fault, call them.”

Moderator Note: Post edited for language

jgatie

With an attitude like that, I’m sure the Engineers are tripping over themselves to help you out. I know I would be. :kissing_smiling_eyes:

S

So not Sonos

Contributor I

With an attitude like that, I’m sure the Engineers are tripping over themselves to help you out. I know I would be. :kissing_smiling_eyes:

I’ve played errand boy and bench tech for their phone support team for several hours and been given inaccurate info, scripted responses and disconnected several times. In all interactions, I have been courteous, respectful and receptive, now my patience has run out. I bought the “Connect” so I could stream music on my phone, but Sonos took that away. I started using Pandora, but that had a bunch of noise between songs with Sonos (sounds fine when streamed from app) so I switched to Spotify. Now that Sonos has killed that, I’m left with a brick.

So, what would you suggest my attitude be? Grateful? Encouraged? Content?

jgatie

I’ve played errand boy and bench tech for their phone support team for several hours and been given inaccurate info, scripted responses and disconnected several times. In all interactions, I have been courteous, respectful and receptive, now my patience has run out. I bought the “Connect” so I could stream music on my phone, but Sonos took that away. I started using Pandora, but that had a bunch of noise between songs with Sonos (sounds fine when streamed from app) so I switched to Spotify. Now that Sonos has killed that, I’m left with a brick.

So, what would you suggest my attitude be? Grateful? Encouraged? Content?

At no point should one ever, for any reason, be obnoxious to people who are trying to help you. I’ve had more than a few experiences with Sonos Support, and looking back on those; I am inclined to believe your story has a few holes in it, not to mention a big helping of after-the-fact-self-rationalization for a poor attitude.

Also, you came in here with gun-a-blazing, with a not so subtle, provocative username, yet none of us ever had any interaction with you before in our lives. This is but another clue that your attitude starts out poor from the start.

So let’s face it, you are a guy who likes to rant. Well, you came to the wrong place. Now why don’t you reel it in a few fathoms, start being respectful, and maybe, just maybe, we can help you. Keep acting like a child, and that’s the way you will be treated.

Moderator Note: Post edited for language

S

So not Sonos

Contributor I

At no point should one ever, for any reason, be obnoxious to people who are trying to help you. I’ve had more than a few experiences with Sonos Support, and looking back on those; I am inclined to believe your story has a few holes in it, not to mention a big helping of after-the-fact-self-rationalization for a poor attitude.

Also, you came in here with gun-a-blazing, with a not so subtle, provocative username, yet none of us ever had any interaction with you before in our lives. This is but another clue that your attitude starts out poor from the start.

So let’s face it, you are a guy who likes to rant. Well, you came to the wrong place. Now why don’t you reel it in a few fathoms, start being respectful, and maybe, just maybe, we can help you. Keep acting like a child, and that’s the way you will be treated.

You know nothing about me nor my previous convos with Sonos phone support except what I have told you which, again, was “In all interactions, I have been courteous, respectful and receptive.” Your pontificating diatribe, while artfully worded, is unwarranted, unwelcome and unnecessary. I must wonder why you have a zero tolerance policy.

Moderator Note: Post edited for language

E

ERJ_Teach

Contributor I

I’m experiencing this issue too. Anyone have any luck addressing it?

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