Spotify Dropping out, Other Music Services OK

@Doug Rees Thank you for bringing your concerns to us here and welcome to the Sonos Community. I understand that you are describing issues with how your Spotify is playing on your Sonos system. What happened after trying the steps in the posts marked Best Answer? Your supplied diagnostic report number is showing communication issues for Sonos on your network. You may have re-booted certain equipment but Sonos products show not being re-booted in over 30+ days.

Please follow up with your full 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 gather that needed information 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. While we are powering on then re-boot the device(s) running the Sonos app and when reconnected please test the music playback for 30+ minutes and follow up with the testing results and a new diagnostic report number.

Your diagnostic report also indicates you are using two or more routers and an extender. As the marked Best Answer indicatives you would want to clear up/reduce any wifi interference and test using Sonosnet with the Bedroom Play:1 as the wired Sonos product to the router.

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! 

My problems have also currently gone away. It would be nice if Sonos could positively confirm the action they have  taken to confirm closure. 

Sonos could also usefully review their customer service operation…...this all could have been handled a lot better.

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

@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.

hi @Adam S and @evpenny 

bow is what you previously wrote about this problem many of us are experiencing.  It seems pretty clear this is a system issue and will not be fixed with individual trouble shooting.  Can you please provide an update?  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

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.

@Malcatron Thank you for the follow up information and the diagnostic report numbers. As previously mentioned this likely due to your network and configuration with using a BT combo modem/router with your Netgear Orbi router and the TP-Link POE. the POE devices are not recommend to use with Sonos as they have no internal clock to control the traffic. We are seeing interference to your room names Kitchen and the rears in your surrounds. You would want to address any way you can eliminate or reduce wifi interference in your home environment and wifi network.

I would also ask as another test to temporarily Ethernet wire your Kitchen unit into the main Orbi router and re-boot your other Sonos products off/on for 15 seconds. This will allow Sonos to use Sonosnet from the Orbi router. Next, just testing your music services for about 30 minutes and reply back with the testing results and one more diagnostic report number when playing. Part of what we are seeing is underflow issues for Sonos trying to talk/stream on the network wirelessly. I would not say that it is the BT Router or Orbi but just how we are allowed to communicate on the wifi connection.

If you are not having the issues when wired to the network and you cannot keep your Kitchen unit wired to the main Orbi you would want to look into setting up our Sonos Boost or looking into the IKEA products like the bookshelf unit. Just like the Boost, which is not a speaker, you can wire the bookshelf product to the router for Sonosnet and use it as a speaker. I believe our Boost and the bookshelf are about the same in cost.

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.

Thanks for posting the diagnostics @jbarba and @Mattyv123. Sonos the information I provide can help others in this troubleshooting process

@jbarba: I have taken a look at your diagnostic and I am seeing communication issues between one of your wireless nodes and the main Orbi node. Because Mesh network relay the connection to each other, miscommunication can cause issues such as buffering in Sonos. I would like you to try plugging one of the Sonos players into the main Orbi node and test the connection. Sonos creates a privatized network and in that state, we can help determine if the nodes are causing the issues.

@Mattyv123: I have also taken a look at your diagnostic and it appears that Sonos is receiving multiple network interruptions that are causing the dropouts. I would recommend that because these players have been online for awhile, to reboot all Sonos players and the Eero nodes, main node, and modem/router. If the interference is not improved, I would also like for you to hardwire one of the Sonos players into the main node and assess if the communication improves.

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.