When trying to play music through my linked Napster account, there have been problems going back to the new app launch. Almost every time when I try playing music from Napster, it will at best play a couple songs without issue. Typically it will either suddenly lose all audio, while the song timer continues to run like the song is still playing, continue to do that on any subsequent song, not play additional songs (with the timer running), or the incredibly common error message saying the connection to Napster has been lost. I've reauthorized the account multiple times, and even though it says it was successfully authorized, the problem is never resolved. Since there are so many problems and shortcomings with the app, and this only started after the new app was released, I hoped it would be resolved as attempts to fix the app were made. After avoiding the use of Napster for several months when using my speaker, I tried again today and received the same lost connection to Napster.
Sounds like an issue with your speakers being able to maintain a constant connection to the Napster servers that serve the content.
You might try a network refresh, by unplugging your Sonos devices from power, then rebooting your router. Give it a couple of minutes to load back up, then plug back in your Sonos devices. Give them a couple of minutes to boot back up, then test.
I give this about a 90% chance of working, as it covers several potential issues. However, if it doesn’t change anything, I’d recommend that you submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it. Don’t post the resulting diagnostic number here, they get sensitive about GDPR.
There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.
When you speak directly to the Support staff, they have tools at their disposal that will allow them to give you advice specific to your network and Sonos system.
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