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mark067029
Contributor I
April 15, 2020
Answered

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

  • 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.

      57 replies

      Show previous replies
      ghostsup
      ghostsup
      Trending Lyricist I
      May 20, 2020

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

       

      I saw there was a new Spotify update today for IOS, however it did not fix the problem. Just out of curiosity ERJ_Teach, do you have the ORBI system as well? 

        ERJ_Teach
        Contributor I
        May 20, 2020

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

         

        I saw there was a new Spotify update today for IOS, however it did not fix the problem. Just out of curiosity ERJ_Teach, do you have the ORBI system as well? 


        Nope! I’m on RCN internet with a regular old modem/router combo, an Arris.

        Spent about 1.5 hours with Spotify chat support yesterday. They escalated my issue but they don’t seem to get it. I’m waiting for them to tell me it’s just a Sonos issue.

        I’m having this problem on all sorts of devices.

        The issue of Spotify Connect not playing through my Sonos is present on:

        • Spotify web player (in Mozilla Firefox) Spotify desktop app on two different laptops (both are Windows 10, one is on a wired connection, one is on wifi - one Spotify client can "see" the Sonos but can't connect, the other doesn't "see" the Sonos at all)
        • Spotify Android app (Sonos is visible in Spotify connect, but it doesn't connect)
        • Sonos Android app (can browse library, but when I attempt to play the song I get the error: "Unable to play SONG NAME. Connection to Spotify has been lost.")
        • Sonos Desktop app (can browse library, but when I attempt to play the song I get the error: "Unable to play SONG NAME. Connection to Spotify has been lost.")   Everything worked fine until about 5/15 when the issue spontaneously began occurring.
          Glenns_and_Roses
          Collaborator II
          May 21, 2020

          Similar issue that I’m having is discussed here:  https://en.community.sonos.com/music-services-and-sources-228994/spotify-song-not-encoded-correctly-6841068

          Not an Orbi user though.  I’ve got Eero, but using SonosNet.  I’m convinced it’s ongoing issues between Sonos and Spotify and not any issue in my home.  I’m hopeful that Sonos Engineering is focused on launch of S2 app instead of fixing bugs and that this will magically go away in the new app.

            rlearish
            Lyricist I
            May 25, 2020

            Add me to the list of frustrated Sonos/Spotify users.   Similar problem (using NetGear WNDR4300 router) “Unable to play "Song Title"… “Connect to Spotify was lost.”   For me, it’s curious that the interruption terminates the current song, then skips over exactly one more song in the play list, and launches the following song on the playlist.   The error messages are varied, but the skipping phenomenon is consistent.  

              ghostsup
              ghostsup
              Trending Lyricist I
              May 29, 2020

              Just cancelled my Spotify Premium until one of the two gets their act together.

                ghostsup
                ghostsup
                Trending Lyricist I
                June 10, 2020

                Well, Sonos’s new S1 update rolled out and still not fixed.  Looks like this isn’t a big deal for either company. Too bad I can’t simply roll back the software to when it did work.  Look’s like Amazon Music will be my main go to.  Any recommendations for services available in Spotify’s price range with a large librairy available?

                slimboywynn
                Lyricist II
                June 10, 2020

                Well, Sonos’s new S1 update rolled out and still not fixed.  Looks like this isn’t a big deal for either company. Too bad I can’t simply roll back the software to when it did work.  Look’s like Amazon Music will be my main go to.  Any recommendations for services available in Spotify’s price range with a large librairy available?


                I have to agree with you S1 did not change anything for me whatsoever, still get the issues on a regular basis. Funny how I get no issues when airplaying from my mobile to the speakers from Spotify.

                Come on SONOS, sort this out please, it’s clearly an issue as several have now reported it!!!

                  ghostsup
                  ghostsup
                  Trending Lyricist I
                  June 12, 2020

                  Well. I just upgraded my firmware for my ORBI mesh to 2.5.1.16 and the problem “Cannot connect to Spotify connection was lost” has seemed to have disappeared. After a month of not being able to connect to ONLY Spotify it seems to have resolved the problem!

                    slimboywynn
                    Lyricist II
                    June 12, 2020

                    Well. I just upgraded my firmware for my ORBI mesh to 2.5.1.16 and the problem “Cannot connect to Spotify connection was lost” has seemed to have disappeared.


                    Give it a few days and report back please. I’m using Linksys Velop, on latest firmware and sometimes it works and sometimes it doesn’t. Couldn’t get anything from it last night no matter how much I tried, playing from Tune-in works seemlessly each and every time.

                    ghostsup
                    ghostsup
                    Trending Lyricist I
                    June 12, 2020

                    Well. I just upgraded my firmware for my ORBI mesh to 2.5.1.16 and the problem “Cannot connect to Spotify connection was lost” has seemed to have disappeared.


                    Give it a few days and report back please. I’m using Linksys Velop, on latest firmware and sometimes it works and sometimes it doesn’t. Couldn’t get anything from it last night no matter how much I tried, playing from Tune-in works seemlessly each and every time.

                     

                    Will do.  A lot of the people on this thread had ORBI mesh systems.  I’m anxious to hear if by upgrading firmware resolves their issues as well.

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