Spotify Dropping out, Other Music Services OK

 Hello I have been problems with Spotify and sonos for about a month.  In summary,  when I play Spotify through the sonos app songs will regularly skip or not play.  I get various error messages.  I am however able  to play Spotify on sonos perfectly when I connect through the Spotify app.  All of my other services work perfectly through the sonos app.  I have changed wireless channels on my router and sonos system and even upgraded my bridge to a boost.  I have read online many people are having this same problem.  Are you aware of it and what can or is being done to fix?  Is this a sonos problem or Spotify problem?  Thanks.

Can confirm that for the past week I’ve had close to zero issues, maybe a slow startup here and there on initial play, but otherwise no issues. I was having constant dropouts with both the Sonos and Spotify apps, but I actually kept notes the last week and I have no complaints. So thanks for whatever was fixed! 

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.

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.

Same here - Totally fine and now all of my Sonos have issues with Spotify. Google Music, SoundCloud, GlobalPlayer are all fine.

It’s got so bad that I’ve plugged my Play:1 and ZP100 the wired network and I still have issues.

Sunday, 31 May 2020 - 19:14 Greenwich Mean Time : Dublin, London
Unable to play 'Bait And Switch' - the song is not encoded correctly.

Sunday, 31 May 2020 - 19:18 Greenwich Mean Time : Dublin, London
Unable to play 'For A Fool' - the connection to Spotify was lost.
 

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!

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

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

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.

I have the same issue with Spotify skipping to next song, was fine for 2 years, just started about a month ago. Diagnostic number 1657836356 have rebooted router with no difference. 

Thanks

Doug 

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 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.