Hey everyone. Sorry about the delay.

If this issue is not resolved or improved when having a Sonos player plugged into the router, the issue may be internal communication related and will require more investigation. I can try to take a look at some diagnostics when submitted. But ultimately, if you are in Sonosnet (hardwired) but the tracks are still skipping significantly, you may want to call in or email us for individualized troubleshooting. The reason for audio cutouts in general are really dependent on many variables and we would need to find out what they are. Hope everyone is being safe and enjoying their weekends!

@Adam S Not sure if you can comment on this, but I believe the issue has been fixed.  

With no changes to my network or anything else in my control (besides normal software updates), Spotify playback initiated from within in Sonos app now appears to be back to normal.

I’m curious to hear if others on this thread have a similar experience, but I think from my perspective this issue is closed as resolved… 

Note I am now fully S2 in the event others are still having problems with S1.

Hi Adam.  I did send a direct message at about 9:30 am today and have not received any help as of yet.  If you could assist I would appreciate it.  I just submitted this diagnostic.  552580970

To clarify,  sent a direct message on twitter with diagnostic code 1868650338

Hi @Music44. Thanks for letting us know. I do not currently see a DM from you, but I have taken a look at your diagnostics and there appears to be some range issues. Do you see the skips and buffering on certain speakers more than others? 

Where is the Boost located in relation to the other players?

I also noticed that it’s been awhile since a reboot of the Sonos system has been done. I would recommend rebooting each Sonos player (including the Boost) and router/modem. Following this, please assess if the issue is still present and if so, please submit another diagnostic.

Coming back to say that whilst I thought my issue was corrected, it’s popped up again and I’m still having intermittent dropouts. I’ve been back and forth with support to no avail, tired a wireless setup but that skipped a few times as well. I have to think this is a wider issue since so many are having the same issues as I am. I just recently started using Spotify and I really like it, but if it keeps up I sadly won’t be able to continue as it’s more than frustrating. 

Sonos, please help - we know you can do it! 

313141951 is code.  I couldn’t connect a speaker directly to router because I am running out.  I am however absolutely convinced their is some problem with Spotify/sonos based on everything I have done to try and fix.  I reset every unit I I have (many as you see) have reconnected by bridge and set up boost as satellite.  Changed placement of all potential sources of interference and changed wireless channels.  Reset router.  One thing to be aware of.  The sonos app seems to periodically freeze and reset when using Spotify.  Only app it does this with.  Please keep me updated.  Online I see many people reporting same problem.  Thx

Thanks for the reply.

Although I cannot release an official statement regarding a current issue with Spotify, I have seen multiple threads regarding similar issues. This may be a result of a system communication issue. I would be happy to provide an update once it becomes available to me.

Regarding the Bridge, it is generally not recommended to have a full Sonos system operated by a Bridge at this point. The low communication signal that I see on the diagnostic may be a result of keeping the Bridge in the router. This can lead to audio interruptions and buffering problems as well.

@Adam S Message from Thursday.  Just to manage our expectations can you get us a good update as to what is going on.  Getting a little frustrating as I am sure you can understand.  Thx 

Hello again. Both teams are still working on a resolution to this issue. Once we have more information to share, we will send out an update. For the time being, please continue to use the Spotify app to initiate playback on Sonos.

Thank you.  Please update when you have information one way or another. 

@Adam S

hi I also have been tweeting with sonos about this who for the past week has said Spotify and sonos engineers are working in this.  No update though.  Here is a copy of communication.

Moderator Note: Releasing private transcript between customer and Sonos agent is a violation of our Community Terms and Conditions.

Same here.  The problem is only on Spotify.  It is happening on 2 different Sonos systems in 2 different buildings miles apart.  It is happening on both wired and wireless connections.  It is happening on Play 1, Play 5, and Connect units.

I have had the same problems with playing spotify through the sonos app for the last month. No problems if I use the spotify app and connect to sonos .I had a web chat with a sonos guy Martin W on 1 June (ref number 01849444). Early resolution would be appreciated.

I have been having the same problem and I have found a workaround (sort of). 

Living in the UK I can access Spotify via Sky Q, if I connect via SkyQ and play through my new Arc (brilliant by the way) then use my Sonos app to play "everywhere" problem solved, no issues at all.

I'm not technical in any way but does this prove there is a problem between Sonos and Spotify? Certainly not getting any problems when using the TV app. 

Hi @evpenny.

Because it sounds like what you need is full troubleshooting while on site, I would recommend to give us a call when you are able to, so a live agent can proceed through troubleshooting steps to make sure these skips are not a product of another issue. Skipping audio can have a multitude of origins and in a business environment, this can be more prominent.

@John G 

Hi John, I’d already done everything I could to try and minimise any interference, it’s strange that this has just started to be a problem recently after months of working fine. Nothing has changed in my setup since I bought a new TV about a year ago and there’s been no physical changes around the house.

I couldn’t wire up the kitchen speaker, but I have managed to get an ethernet cable to the Beam, this seems to allow all my Sonos devices to work. I’ve now been playing Spotify for over 30 mins and grouping/ungrouping the speakers etc without issue. Here’s the latest diagnostic: 798557449

Is Spotify particularly fussy about WiFi quality? Everything else I play through Sonos has no problems.

1667181662 This time captured after following the instructions to reboot router and try a different channel… What gives Sonos, spotify is my main music service and it drops out constantly.

Are you talking about a boost? I would rather not buy another product… I have only a Sonos One SL and a small townhouse. Yeah, I checked for interference. Waiting for someone who can access the diagnostics, thanks.

Other devices in the same room with no WiFi problems… work laptop, PC, phone.

Plus other services are working without interruption.

Hi Chris, Thank you for bringing your question to us here and welcome to the Sonos Community. I was able to look at your diagnostic reports and as Ken_Griffiths points out you want to address what you can for wifi interference for things you can control in your environment. Mostly with physical environment that you can adjust as we can see that you are on wifi channel 6 with your router and that looks to be the best channel to use. Also, we would need your network topology with the model names and numbers of the products that are wired or wirelessly connected on your network for any modem, router(s), extenders, access points or switches (managed or unmanaged). This information could point out something adding to your wifi interference if it not anything specific to your physical environment.

I do not want to say it is the router or your ISP services performance but we are seeing issues for Sonos to communicate on the network when attempting to stream. This underflow can lead to drops, skips and stopping of your music service also some services have different tolerances to network performance/interference. As Ken_Griffiths also mentioned and you had asked, I would have you try Sonosnet with just Ethernet wiring your product to your router for testing playback for 30 minutes to an hour. I would do this test after once more doing a full network and Sonos product power re-boot off/on for 30 seconds with no lights on the products. We can then have you follow up with the testing results along with a new diagnostic report here. I would also ask that when you are noticing this issue happening with Spotify that from your computer to please run a speed test from speedtest.net and let us know your up and down speeds are in mbps. We would like to see that you are getting better than 20 mbps up and down when you are having the issue.

We could then better determine if this is a question for your ISP or that you may benefit from Sonosnet with a Boost if you cannot keep your Sonos product Ethernet wired to the router.

Hi Chris, Thank you for the follow up and letting us know that you are working again with Spotify. Please do not hesitate to reach out us here in the Sonos Community with future questions or troubleshooting needs.

Same issue as tin10921 being experienced.   Only connecting to Spotify an issue. 

Similar issue as tim10921 and rgillis. Nothing changed on my network, phone, speakers, power outage or what so ever. All of a sudden, Spotify stops playing through Sonos App. It works fine through airplay from Spotify app. Other music service work fine through Sonos App. So I believe it’s a Spotify - Sonos App problem. Please help.

Same issue here. Spotify is not working through the Sonos app. Started yesterday. Spotify plays fine on it’s own, I’ve reset all the network stuff, I’ve reactivated Spotify in the Sonos app, and so on. Has anyone figured out what is causing this? Thanks. 

I’m having the same issue. All other services working fine including line-in. However the Spotify connection gets lost anytime I try to play from the Sonos or Spotify app.

@Malcatron Thank you for bringing your concerns to us here and welcome to the Sonos Community. There was a previous Spotify outage that has recently be resolved as per our status page. What you are describing sounds more like wifi interference with having a Netgear Orbi router along with ISP equipment from BT. Please update us with your network topology with the model names and numbers of the products that are wired or wirelessly connected on your network for any modem, router(s), extenders, access points or switches (managed or unmanaged).

After you have gathered that information then please submit us a diagnostic report number and hold on to that number. Once you have that completed then please power re-boot off your wifi equipment for 30 seconds with no lights on it, meaning no battery backup, then power it back up. While this equipment is powering back on then power re-boot off your Sonos units for the same time with no lights and plug them back in to power, no button pressing is needed. When everything is re-booted and you can connect back into the app then test the music playback for 30 minutes and confirm the results back to us. We will also need to see a second diagnostic report number in your reply to us here.