Songs skipping Again

L
Userlevel 3

I noticed that songs playing from a Spotify playlist we’re skipping again. This has happened numerous times over the past several years. I followed the suggestion from someone in support and purchased a Boost. The problem sorta went away. After the last update to the app and speakers this week, the skipping has started again. Unless you’re paying attention you probably wouldn’t notice it. One song plays and then next song will play for about 15-20 seconds and then will skip one or two songs and start playing again. I’m the past a notice would pop up saying “Connection to Spotify was lost”   
The past couple of days no pop up message. It just skips to another song.  I did the unplugging the modem/router and all the speakers+Boost. 
What I did discover that this is happening when the CROSSFADE is On. I like crossfade but I totally dislike the songs skipping. I have turned it  off 3 times and it seems to work fine. I turn it back on and the skipping resumes. I couldn’t find this issue anywhere on Sonos. 

I created a Diagnostic report number 177363686 

As support is not open on weekends which is odd I decided to post it here. 

Another thought. Why does the background color have to change with every song?  Could this have something to do with it?  Also don’t need to have my speakers names scrolling across the top of the player. 

If someone is having songs skip try disabling the CrossFade to see if it helps. I’d be curious to know if this happening to anyone else. 

 

Corry P 1 month ago

Hi @LanTx

Welcome to the Sonos Community!

We are investigating this issue, but do not currently have an ETA to share in regards to a resolution.

 

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109 replies

B
Userlevel 2

You are not alone. This is happening to me for about a week now. And indeed it happens with Crossfade. It is damn annoying. I wish they would fix it.

M
Userlevel 2

Exact same issue over here. 

I suspect this is an issue with how sonos requests songs from the spotify servers. I can imagine that if not properly handled, Spotify is kicking something back thinking that 2 songs are selected for concurrent playback (not allowed right)? And maybe that is causing issues.

In my environment, everything is hardwired, wireless is disabled, and only using spotify as music service. VERY reproducible whenever crossfade is turned on. In my case, the error from sonos says something about the song not being encoded correctly. Also submitted a diagnostic, 2066460297. 

K
Userlevel 1

Same issue here. It all started last week after their last update. 

 

S
Userlevel 7
Badge +15

I look forward to a response to those Diagnostics as I'm getting it lots over the last couple of weeks too. I also suspect it's related to 2 tracks appearing to be played and a link to crossfade.

M
Userlevel 2

Update: I tried switching from all wired to only one wired player and using sonosnet: no change. 
 

Also, disabling crossfade doesn’t always “stick”. I turned it off and songs were still crossfading in sonos (and therefore skipping in playlist too). I had to go to the end of a few tracks to test and learn this. Turning crossfade on/off once or twice and testing again helped and it actually stopped the crossfade action. 

L
Userlevel 2

I’m glad to know i’m not the only one experiencing these issues! I have Sonos at two of my business locations and I have the same skipping problem at both. Super frustrating because we lead Pilates classes and the music is a BIG part of our client experience. This completely kills the vibe and I’m researching other speaker systems at this point because Support is zero help. I spent hours on the phone with them last week. Only to be told it was my internet provider (which each business has a different provider so hmmm, that’s not it), then I was told it was my modem (also have two different types of modems, so again no). I even had Support send me the list of problematic modems they’re aware of, and mine weren’t listed. The only common denominator is Sonos and the stinkin app update they did. I wish they’d at least acknowledge they’re aware of it and working on it. C’mon Sonos, running out of patience.

106rallye
Userlevel 7
Badge +17

I look forward to a response to those Diagnostics as I'm getting it lots over the last couple of weeks too. I also suspect it's related to 2 tracks appearing to be played and a link to crossfade.

To get a reaction to diagnostics you need to call Sonos.

C
Userlevel 2


I have exactly the same issue since the 15.2 upgrade. Spent 2+ hours on the phone today with no resolution. Support are telling me there are no other reports of this issue. 

Clearly is a common issue - VERY frustrating that Sonos won’t acknowledge there is a problem, as like others above we use this is a Gym setting and it certainly kills the vibe!

I am also aware of other colleagues that have the same issue also so its quite widespread.

I noticed there is no issue with Apple Music - just Spotify

 

S
Userlevel 7
Badge +15

I look forward to a response to those Diagnostics as I'm getting it lots over the last couple of weeks too. I also suspect it's related to 2 tracks appearing to be played and a link to crossfade.

To get a reaction to diagnostics you need to call Sonos.

I've seen hundreds and hundreds of responses from Sonos to diagnostics posted on this forum.

This was a big problem a year or so back, it went away but is back again.  Basically, songs from Spotify play a few seconds then go to the next track when Crossfade is on.

M

Just adding my voice - I’m having the same problem with my music library. A bit of the song will play before it goes to the next. Very frustrating. And this started after the last update for me as well

T

I am also now experiencing this issue again after having not noticed it for a couple years now. It definitely is only when crossfade is on which is a bummer because I love blending music through my playlists.

Airgetlam

Skipping that occurs after an update can often be attributed to a failure in the router in handing out duplicate IP addresses when the Sonos asks for a new one.

This can be tested fairly easily by unplugging all Sonos from power, then rebooting the router. Give the router a couple of minutes to come back up properly, then plug back in your Sonos devices. Give them a couple of minutes to reboot, and request an IP address from the “renewed” router before testing. 

Bruce
M
Userlevel 2

Skipping that occurs after an update can often be attributed to a failure in the router in handing out duplicate IP addresses when the Sonos asks for a new one.

This can be tested fairly easily by unplugging all Sonos from power, then rebooting the router. Give the router a couple of minutes to come back up properly, then plug back in your Sonos devices. Give them a couple of minutes to reboot, and request an IP address from the “renewed” router before testing. 

 

Unfortunately not the case in our situation. Have tried power cycles a LOT, have assigned IP reservations in DHCP to all devices related to sonos (controller ipads too), have even gone so far as to completely replace router/access point and the wired LAN switch with different brand popular produts. Have also sat on hours of Sonos support diagnostic calls, switched from wired to sonosnet to wifi and back again, etc… you name it. This playlist skipping is definitely a sonos <> spotify issue. 

K

Got the same problem. Have used +4 hours on the problem, until I did find this post. Hope Sonos will fix it soon. 

Airgetlam

Why not submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it?

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 phone folks, they have tools at their disposal that will allow them to give you advice specific to your Sonos system and network.

Bruce
M
Userlevel 1

Just to add another one … same problem here .. 10 to 15 seconds in the next song and crossfade goed to the next … this song plays all the way .. and the next 10 to 15 sec again … etc … since a week now that I noticed.

M

Same problem here with Spotify skipping if crossfade is on. However both Apple and Tidal play with no problem. I guess this suggests that the problem may be with Spotify rather than Sonos (?)

C

Totally ruined my party last week when songs kept skipping.  Rebooted Sonos + router multiple times without success. If only Sonos would let us Airplay from Spotify and crossfade, this won’t be an issue.  But that feature was long buried by Sonos.  I’m just surprised that it’s been more than a week with multiple reports of this problem but Sonos is not releasing a patch to fix it.  

buzz

Likely I don’t use Spotify as much as those complaining here, but I’m not experiencing issues with Spotify.

Skipping issues are usually caused by communication problems, usually on the local network, hence the resolution suggestions centered around fixing common LAN issues. There is another possibility that is much harder to diagnose and resolution is beyond end user control. Large services, such as Spotify, use multiple servers and ISP’s may use a buffering scheme involving local servers. By “local” I mean regional. A regional problem can effect one geographic area, but not others. Within a region there could be one rogue server platform that has connection or hardware issues. If you are unfortunate enough to be assigned to this server, you’ll have issues that others will not experience. In this case, simply logging out of the service, then logging in again might cure the issue -- it’s the luck of the draw. Since there are likely 3rd party services engaged along the way, all of the endpoints that a customer might touch will claim “not our problem” and it will be very difficult to pin down exactly where the problem originates.

As end users our best approach would be to take the steps to ensure that our LAN’s are in good condition, then send a diagnostic to SONOS with a follow-up with SONOS support. A parallel comment to Spotify would also be appropriate, but I’m not optimistic that Spotify will be very helpful. SONOS diagnostics can log LAN issues. In both cases the issue reports will be tabulated and if a large volume of reports originate from a particular region, more effort will be expended to resolve the issue. As a user, don’t assume that your LAN is ‘perfect’ simply because you can view web pages and receive email. SONOS requires a more robust LAN than these simple services. In the Community we have helped hundreds of users resolve issues on their ‘perfect’ LAN.

Whenever one is troubleshooting, after you’ve decided that the issue must be [...] or cannot be [...] you are likely to be blindsided. However, one should always play the percentages and investigate the 95% probability issues before the 0.5% potentials. In this case LAN issues is the 95% candidate.

With respect to Airplay seeming to work while SONOS seems to not work, a different set of servers can be used -- as well as a different path on the LAN.

T

Whenever one is troubleshooting, after you’ve decided that the issue must be [...] or cannot be [...] you are likely to be blindsided. However, one should always play the percentages and investigate the 95% probability issues before the 0.5% potentials. In this case LAN issues is the 95% candidate.

 

I have tested this a lot, an it did indeed happen after last update, or it got worse!

Doing packet trace I see a lot of reconnects and RST packages, so yes it IS related to Sonos ↔ Spotify this time.

I agree network issues can make this happen also, but I think people here are very well into Sonos, so i would not call them blind sided :-)

I have also Soundcloud and the danish provider “YouSee”, we began using YouSee this easter, because of the crazy skipping issues, when playing from Spotify, and the issues NEVER came back, it played flawlessly the whole weekend. Tried Spotify again this evening, and 6 minutes later, it skipped again.

Best regards

Martin

 

S
Userlevel 7
Badge +15

Do you use crossfade @buzz ?

There is no issue when this isn't on.

When this was happening a year or two back it was then fixed for all - but has started happening again.  I'm as confident as I can be that it's not network related.

G

Same here, last year this was also an issue. Tried the unplugging and connecting again. Its defintly Sonos update. I will try crossfade of since its super annoying in our restaurant

buzz

Do you use crossfade @buzz ?

There is no issue when this isn't on.

When this was happening a year or two back it was then fixed for all - but has started happening again.  I'm as confident as I can be that it's not network related.

No, I don’t use crossfade. Overall, it seems rude to me when very different genres overlap into each other. It’s OK for easy listening background tracks. And, recently the crossfade seems a little abrupt. I didn’t dump this into the “fault” bin -- it was just another reason why I don’t use crossfade.

M
Userlevel 2

As of this morning, the issue seems to have self-resolved. We did no network changes, not did ios or sonos app update overnight. I assume someone repaired on the cloud-services connection side of things?

- In the interim last week, for benefit of someone earlier who mentioned not being able to use airplay with crossfade: We found success with “WiiM Pro Airplay 2 receiver” on amazon. After we blocked the spotify app from having LAN access (in which case it was finding the device as a spotify-connect enabled device which doesn’t support crossfade), then we started started playing to this device as a strictly airplay device and does indeed support crossfading through spotify (basically nothing to do with sonos, we’re just using a cable to connect that airplay receiver to Line In on sonos). 

- Related to the person who discussed regional ISP issues and the like: please note that cloudflare servers 1.1.1.1 for DNS have been known to resolve to bad/non existent spotify servers on occasion in North America (this can be googled on this forum and others as a solve to some other users who had really mysterious issues with spotify playback). So suggest using alternate DNS (try google 8.8.8.8 for example) on your LAN if that is an issue, and see if it helps.

G
Badge

Same issue here too. It happened for me again literally 5 minutes ago 😡

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